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Troubleshoot Factory Reset Issues on VIVE Eagle

  • Updated

Learn how to troubleshoot factory reset issues on VIVE Eagle AI smart glasses, including reset failures, pairing-mode problems, and recovery steps that can help restore normal device operation.

If you're unable to factory reset your VIVE Eagle, or if the glasses do not behave as expected after a reset, this guide can help identify common issues and recovery steps.

Before you begin

A factory reset restores VIVE Eagle to its factory-default settings while keeping the most recently installed firmware version. All data stored on the glasses is removed during the process. Back up any photos, videos, and other data you want to keep before resetting the device.

If your glasses are functioning normally and can connect to VIVE Connect, use the standard factory reset method from the app:

  1. Connect VIVE Eagle to VIVE Connect.
  2. Open Settings.
  3. Tap General.
  4. Tap Factory reset.
  5. Tap Reset.

 

Factory reset does not start

If you initiate a factory reset but the process does not begin:

Check that the glasses are connected

Factory reset from VIVE Connect requires an active connection between VIVE Eagle and the VIVE Connect app. Verify that:

  • Bluetooth is enabled on your phone.
  • The glasses are powered on.
  • The glasses are connected to VIVE Connect.

Restart the glasses and try again

If the glasses appear unresponsive:

  1. Turn the glasses off by pressing and holding the AI button for approximately five seconds.
  2. Turn them back on by pressing and holding the AI button for approximately two seconds.
  3. Reconnect to VIVE Connect and attempt the factory reset again.

 

Factory reset completes but pairing still fails

After a successful factory reset, VIVE Eagle should be ready to pair again.

If pairing continues to fail:

  1. Open your phone's Bluetooth settings.
  2. Locate VIVE Eagle in the list of paired devices.
  3. Remove or forget the device.
  4. Close and relaunch VIVE Connect.
  5. Start the pairing process again.

Removing the previous Bluetooth relationship helps prevent conflicts with older pairing records.

 

Status LED stays on pulsing white and never enters pairing mode

Normally, VIVE Eagle changes from pulsing white to flashing white when it enters pairing mode. If the LED remains on pulsing white and does not change:

Enter service mode and perform a recovery reset

  1. Press and hold both the AI button and Capture button for approximately 12 seconds.
  2. Wait for the status LED to change to pulsing red.
  3. Press the Capture button five times in quick succession.
  4. Wait for the following LED sequence:
    • Flashing pink and white
    • Pulsing white
    • Flashing white
  5. When the status LED is flashing white, the factory reset is complete and the glasses have entered pairing mode.
  6. Forget the existing VIVE Eagle Bluetooth connection on your phone.
  7. Open VIVE Connect and pair the glasses again.

Important

This recovery procedure is supported only on devices running firmware version 1.13.999.3 or later. If the procedure does not work, contact customer support.

 

"Clear existing pairing data" appears during setup

You may see a Clear existing pairing data message when setting up VIVE Eagle with a new phone or after a pairing issue.

To clear the existing pairing information:

  1. Remove the glasses if you are wearing them.
  2. Press the Capture button five times in quick succession.
  3. Wait for the status LED sequence to finish.
  4. Open your phone's Bluetooth settings.
  5. Find VIVE Eagle and forget the device.
  6. Close and reopen VIVE Connect.
  7. Set up the glasses again.

Note

The LED may take about 30 seconds to transition during the process. Avoid pressing any buttons while the reset is in progress.

 

Glasses will not turn on and the status LED is pulsing red

A pulsing red status LED may indicate a condition that prevents normal startup.

Try a restart first

  1. Remove the glasses if you are wearing them.
  2. Press and hold the AI button for approximately 12 seconds.
  3. Watch the status LED while holding the button.
  4. If the LED stops pulsing red, wait for the device to restart. The LED should eventually pulse white.

If the restart does not work

For devices running firmware version 1.13.999.3 or later:

  1. Release the AI button.
  2. Press the Capture button five times in quick succession.
  3. Allow the factory reset process to complete.

If this recovery method does not resolve the problem, contact customer support.

 

How to confirm that a factory reset is in progress

During a factory reset, the status LED blinks white and pink four times. This LED behavior indicates that VIVE Eagle is resetting to factory settings.

After the reset finishes, the glasses should return to pairing mode and be ready for setup through VIVE Connect.

Still need help?

If a factory reset repeatedly fails, the glasses cannot enter pairing mode, or recovery procedures do not complete successfully, contact customer support for additional assistance.