If you are getting the error Unable to connect, please select OK to retry.
If connection is not recovered, we will need to make the pinch gesture with the right hand to go back to the HTC Lobby in the headset to check the WiFi status. Depending on the above-mentioned involved factors, we can be in one of the following 3 scenarios (in order of severity and probability of occurrence, assuming the router has no spectrum interference and SSID Broadcast of VIROO is correct):
- The WiFi has connectivity but the Vive Business Streaming and Steam VR Need to be restarted in the Streaming backpack (accessing via VNC) in order for the headset to be able to connect back. (HTC Vive Streaming Software App limitation in the Streaming backpack)
- WiFi has no connectivity (wireless symbol shows a question mark). Inside HTC Lobby, in the Settings> Connectivity> WiFi. VIROO is in the list of known Networks, connection has to be edited and password has to be rewritten (password is remembered in the memory of the system, but for HTC internal security behavior, password needs to be typed again. (HTC Headset WiFi card SSID handling Limitation)
- WiFi is lost due to an HTC IP configuration loss. HTC provided tool connected via USB to the headset in an external IT Laptop needs to be used to write again the needed IP (Same IP that HTC Vive Business App in the Streaming Backpack is expecting the connection to happen).(HTC Headset IP handling configuration Limitation).
Additional considerations:
HTC headsets are linked to their specific Streaming PC through an IP address. This connection is managed by the VIROO Wi-Fi network that is set up in the router. If we are having connection issues, we will need to:
- Access the specific Streaming PC through VNC.
- Check that the PC is up and running correctly.
- Check the status of the Monitor App.
- If the status Disconnected from the server, please close the app and open it again. This usually fixes the issue.
- If after reopening the Monitor the connection is not reestablished:
- If all the streaming PCs are having the same issue, please make sure the router is running correctly (you can verify this by accessing a webpage from the Server PC)
- If there is internet: please check the connection between the router and the switch.
- If there is no internet: please contact us
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Computers firewall settings:
- If the PCs are using Windows Defender Firewall, please visit this link for instructions on how to allow connections from VIVE Streaming.
- It is possible that the PCs are using a different firewall software. Please check the software being used and ensure that VIVE Business Streaming is allowed to function.
- Here you will find the link to the 912 error code issue tracker: [PSA] Some tips about error code 912 - VIVE Hub - VIVE Forum