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How do I report an issue or bug?

Support Staff
Updated

Note: Before submitting a support ticket:

  1. Please check that you are using the latest version of VIVERSE for Business.
    You can find the version that you are using by clicking on the tool icon and select the ‘Settings’ button:
    Picture1.png
    Your version number will be displayed at the bottom right corner of the Settings window:
    Version number.PNG
    The latest version of VIVERSE for Business can be downloaded from here, or directly from the VIVEPORT Store on your VR device.

  2.  Please ensure that your device is compatible with VIVERSE for Business and that it meets the system requirements. Please see the following articles for more information:
    Devices compatible with VIVERSE for Business – VIVERSE for Business Help Center
    System requirements – VIVERSE for Business Help Center


To report a bug or issue that is occurring within your virtual space:

  • Click on the tool icon and select the ‘Settings’ button
    Picture1.png

  • Navigate to the ‘Help & feedback’ tab on the left side of the Settings menu and click on the ‘Send log file’ button
    Picture2.png

  • Click on the red ‘record’ circle button to start an audio recording to add additional details about your issue to the log and click again to end the recording. Then hit ‘Send’ to submit your log file
    Picture3.png

  • Once your log file has been sent, you will receive a confirmation message with your Log File ID number as well as an external link to the VIVERSE for Business Feedback Form and Contact Support page.
    Note: Please reference your Log File ID number in the support / feedback form
    Picture4.png
  • From the Contact Us page, click on the ‘Support ticket’ link
    Picture5.png

  • Finally, fill out your relevant information into the support form and include your Log File ID number in the Subject and Description fields before clicking the ‘Submit’ button
    Picture6.png

 

If you experience a system crash:

Please follow the above steps while also providing the time of crash. Then ZIP and attached the files from the following paths to your ticket submission:

%userprofile%\AppData\Local\CrashDumps\

%userprofile%\AppData\LocalLow\VIVERSE\VIVERSE for Business\Logs\

%userprofile%\AppData\LocalLow\VIVERSE\VIVERSE for Business\Player.log

%userprofile%\AppData\LocalLow\VIVERSE\VIVERSE for Business\Player-prev.log

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