New update - Games wouldn't load - SpringboardVR Community

New update - Games wouldn't load

projectmatrixvr

Has anyone experienced games not loading through Springboards new system? Out of 7 stations I have only 2 is functioning no problem.

On my Library status is stuck on "Install Pending."

Anyone have any solutions?

Chris

Hello Stephen!

It sounds like you're talking about installing a title from our CDS! We traced down an issue on some stations that have specific Windows setups and are in the process of creating an update.

To ensure smooth operation we're deferring the update a tiny bit for a few more hours as we get in some other bugfixes.

I'll update this post once the update for the desktop client is out! As always your stations will be updating to the latest automatically once they are idle (no headset movement for a while).

VirtualityArcade

Chris

Yeah I've just had someone try to play Superhot Arcade Version through the CDS and it won't load, just stuck on the wheel loading thing in the menu. Unlike with steam there isn't an option for us to try and open it manually.

Doesn't give us much confidence with moving the new CDS system if it doesn't work on day 1! I'm glad I kept the Steam version installed as a back up, but once they're gone how are we going to fix these problems? Also the fact that about 6 games in total have been uploaded to the new CDS, why launch it now? Why not make sure it works firstly, and that there is actually content on there. Also there's STILL outdated/bad content on the Marketplace - you said you were removing these soon. Two examples of this are Soviet Lunapark which has been taken offline by the devs and is now impossible to play, and Jumanji which was apparently the biggest fail of a game ever and is STILL on the platform after 1 year.

Seriously this kind of stuff puts doubts in operators minds as to whether SBVR will actually come through on their promises or whether everything is just talk and no substance :/

VirtualityArcade

Also, stations are playing incorrect videos - just had a video for A Story of Distress even though I removed that title from my library around 6 months ago. Until now it hadn't appeared in the video list, but now it's back along with several others that have been removed. Another station plays no videos at all too, just a black screen

matthew

VirtualityArcade

We've rolled out a bunch of fixes for the videos now - can you contact support@springboardvr.com if you're still having issues with your idle videos?

Chris

Pending install issue has been fixed - sorry for the delay in replying here: The desktop version 4.0.14 (or later) handles it now on those stations that previously had issues. This update was released yesterday already.

As always please contact support@springboardvr.com if you continue having any issues and we'll have the right person get their hands on to all the details you're able to provide!

partyvralaska

Chris

Hi Chris, we are still having issues with games stuck on "install pending". Is there even a way to confirm that we are operating with the updated desktop client? I don't see any way to manually update the springboard desktop client.

vrcorner

I am with @milke, New features should be rollout parallel with the existing one instead of just disable replacing it. For example, I've requested Zero Caliber VR with steam key and would like to keep using the steam solution. But now the new CDS just replaced it and there's no way around it. Which is not a good practise to rollout big new changes.

Jayson_Paglow

vrcorner

Hey @vrcorner

I can feel your frustration and can 100% understand your point. Bringing out new features is risky and it makes sense to run both new and old systems in parallel.

To give further explanation, whenever we roll out new features we try to do so in parallel. Whether that is an additional feature in the monitor, an improvement to the login handling on the desktop or a feature enhancement in the station UI etc.

The issue here is for a huge project like CDS this is often not possible for various reasons including • Complexity for operators • Legal requirements • Maintainability on the technical side • Preparation for upcoming features that rely on this feature to be rolled out and used, etc.

CDS is new for all of us and it's going to open the door to some amazing things. With that being said there will inevitably come some growing pains throughout the transition. To help with this, we do encourage you to only bring your preexisting titles over when you feel comfortable doing so. Any title you had before CDS can remain through Steam for now until you decide to transition them. If you're not familiar with how that works here is an article on how to transition your content.

For titles that are on CDS but you did not have a license for yet we only offer the CDS version as this is what we will be using going forward. By the time we do this our goal will be to have worked out any and all the issues.

I know this transition can be frustrating but we really appreciate your patience as we look forward to the future and the new exiting features we plan to bring.

VirtualityArcade

Hi guys,

Still having the issue where customers try to launch a CDS game and it spits them back out to the menu after loading the game for about 5 seconds. Cowbots & Aliens just refused to load earlier, luckily I still had the Steam version as a fall back, but I'm basically having to watch customers and launch games for them when they keep getting returned to the menu.

This whole CDS is pretty shambolic since the day it was released. I appreciate the comments that it will make things easier going forward but when the most basic function literally doesn't work right now (i.e allowing customers to launch games from the launcher themselves), that's no good for our businesses.

Jayson_Paglow

VirtualityArcade

@VirtualityArcade

Hey Mike,

Has this been resolved yet? I'm glad you were able to manually come up with a solution in the meantime but we'd love to get this taken care of. If it hasn't been resolved, can you please copy and paste this in an email to support@springboardvr.com? That way we can generate a ticket and gather stats to see patterns.

It sounds like the .exe isn't launching which could be a few things. Here is a quick guide on how to migrate content just in case you didn't see this.

And we definitely agree, our biggest goal from a service side right now is to work on communication. We feel like a lot of these things could have been prevented if we would have communicated more effectively.

Once you reach out to support we'll get this solved right away. Thanks for reaching out!

Chris

partyvralaska

I just checked your account and I can't seem to find any issues with CDS titles. Every single one you turned on is saying "UNINSTALL" as it's successfully installed! :tada:

I believe the titles were downloading when you were probably no longer checking it - you can see the status in the content's detail page. Once your station is idle it will be installing titles automatically, and then the detail page for that content will be showing the install percentage in real-time. We're working on giving a station-based view to this progress data, instead of just a content-centric one soon!

If you still have any issues feel free to just send us a mail at support@springboardvr.com and mention the name of the titles you are having issues with. Also feel free to use the chat widget in the bottom right on any of the operator panel pages to instantly chat with our tech support agents :slight_smile:

partyvralaska

Chris

By "instanly chat" are you referring to the blue help button in the bottom right corner that just sends an email to tech support at support@springboardvr.com ? Or is there a different way to actually chat with tech support? ...that would be very helpful.

ParallelUniverseVR

Hi All,

I tried loading a few new games today and yesterday on of my stations. Some were with steam keys and some were through CDS. I see them all on the game launcher but when I go to start them, I just get the spinning wheel and the game never loads. In some cases, I can even hear the audio in the background, but no game. Games include overview, Gorn, and Bleeding Hunt. During this same time, I've been able to install and play other games such as Superhot and Zero Caliber. Any idea what's going on here?

NickFSVR

ParallelUniverseVR

Hey Jesse, have responded to your support ticket. Looks like you're still waiting for Keys for Overview and Gorn. Appears to be some kind of issue with the build that the Developers of Bleeding Hunt have uploaded, I've alerted our Content team and hopefully they can get the Content Creator to rectify soon.

VREX

Escape first does not start, tried 3-4 times. It is activated and enabled on all of the stations.

Jayson_Paglow

@ParallelUniverseVR

Hey Jesse,

Thanks for reporting. In addition to what Nick said, did you make sure the CDS titles you downloaded were deleted from Steam? Sounds silly but we've run into this a few times.

Chris

partyvralaska

Yes, exactly! The widget will be changing to live-chat while our support agents are available. The mail functionality is the fallback in case all agents are busy or not available. We aim to give good coverage of the time zones most of our customers are in, and mailing support reaches the same team who will escalate to other team members as needed :slightly_smiling_face: