How do I submit a support request for HTC products? (Small Scale Arena)

Introduction

HTC has worked with Zero Latency VR to create a simple experience for logging support requests for your HTC products via the Zero Latency VR HTC Support Request Form.

When submitting requests via this form, your request will automatically be categorised as coming from a Zero Latency VR venue, routed to the correct regional support group and become visible to Zero Latency VR in our reporting. 

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On this page:

  What actions and information does HTC require when submitting a request?

  How do I submit a support/warranty claim to HTC?

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What actions and information does HTC require when submitting a request?

HTC will request information about the issue(s) and what troubleshooting steps were attempted to resolve them. The list below are troubleshooting steps you can complete to validate that the HTC device is not functioning correctly.

Complete the following and record the results if you are experiencing software/hardware issues with your HTC VIVE Focus 3 Headset: 

• Step 1. Re-install the Headset software via the Launcher.
• Step 2. Re-install the Firmware/Rom, Config/Batch and Headset software.
• Step 3. Factory Reset the Headset.

Complete the following and record the results if you are experiencing software/hardware issues with your HTC VIVE Focus 3 Wrist Trackers: 

• Step 1. Re-pair the Wrist Tracker to the Headset.
• Step 2. Confirm the Wrist Tracker Firmware is up to date. 
• Step 3. Pair a different Wrist Tracker with the same Headset. 

If any of the above steps have not resolved your issue(s), continue to How do I submit a support claim to HTC?

Warning

If you do not complete all troubleshooting steps and advise HTC/ZL of their results when logging the support request, you are likely to delay the outcome as you will be asked to complete all steps.

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How do I submit a support/warranty claim to HTC?

• If the issue is the Hand/Wrist Tracker, submit a ticket to Client Services and they will assist you.

Warning

The warranty process for the Hand/Wrist Tracker is different from the other HTC devices. Please ensure that you contact Client Services if a service request is required as directing this to HTC will cause a delayed resolution.

• For the remaining HTC devices, navigate to the HTC Support Request Form and complete all the fields.

Warning 

If you have access to multiple venues in the Portal, ensure that you have selected the correct venue before processing this request.

Warning 

When submitting tickets each item MUST have its own ticket logged and be dealt with separately.
This will ensure that HTC are aware of all equipment of concern and allows for the tracking of fault trends so we are able to actively assist with preventative measures when needed.

Info

All fields on the form are mandatory and must be completed before you can proceed.

• Once all the fields have been completed, check all the boxes and click Submit.
• A popup window will display with your ticket ID. 

• Shortly after submitting the ticket a receipt with the ticket ID will be sent to the email that was provided on the form.

• A HTC support member will contact you shortly with the next steps.

For any issues on this please review What to do if you experience issues with the HTC Warranty Form

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Article Keywords/Phrases: 
HTC warranty
Headset warranty