VIVE FOCUS 3 System Update not working

[Vive Focus 3]

Hello, 

For some reason, my Vive Focus 3 will not carry out system updates. Every time I click on the update it immediately says "Update not complete" (as shown in the first uploaded image). If I try again, it will remain stuck at 0% and I have to manually shut down the headset. The current software is 5.0.999.624. The update that appears is 5.0.999.760. This headset was opened around August 2022 and left unused since September 2022 but was barely used and was working fine (it seemed to update to 5.0.999.624 just fine).

I have tried factory resetting (even from the Bootloader mode).

I tried uploading a microSD to delete the batch configuration, even though it didn't show that there was any batch configuration to begin with.

I also tried uploading a new batch configuration to enroll the device and only allowed system updates through the Vive Business Device Management System. I clicked request update 5.0.999.812 (the most recent one), but the update that appears on my device is 5.0.999.760. 

I am curious if anyone else has had this issue and what steps I can take to resolve it. 

Thank you

[C.T.]

1 hour ago, Vive Focus 3 said:

Hello, 

For some reason, my Vive Focus 3 will not carry out system updates. Every time I click on the update it immediately says "Update not complete" (as shown in the first uploaded image). If I try again, it will remain stuck at 0% and I have to manually shut down the headset. The current software is 5.0.999.624. The update that appears is 5.0.999.760. This headset was opened around August 2022 and left unused since September 2022 but was barely used and was working fine (it seemed to update to 5.0.999.624 just fine).

I have tried factory resetting (even from the Bootloader mode).

I tried uploading a microSD to delete the batch configuration, even though it didn't show that there was any batch configuration to begin with.

I also tried uploading a new batch configuration to enroll the device and only allowed system updates through the Vive Business Device Management System. I clicked request update 5.0.999.812 (the most recent one), but the update that appears on my device is 5.0.999.760. 

I am curious if anyone else has had this issue and what steps I can take to resolve it. 

Thank you

Could submit a log to us? I could have someone to check what’s going on with the device. Thanks

[Vive Focus 3]

21 hours ago, C.T. said:

Could submit a log to us? I could have someone to check what’s going on with the device. Thanks

Sure, how do I submit a log?

[David]

Settings -> General -> About -> Report Issue

[Vive Focus 3]

I figured it out. It turns out the Vive Focus 3 does not update on some public wifi networks. I was using the guest wifi at the business and it would not update. Finally, after connecting to a hotspot fixed the issue. Also, interestingly, I was not able to connect to the private wifi network until I updated the system to the latest update.