Frequently asked questions

  • How do I go back to the PIN screen in the VR Sync App?

    Press the button on your controller or headset ten times very fast. If you are using the windows client, press escape and select Back to PIN.

Upload your content

  • What type of content is supported?

    VR Sync Supports:

    • Monoscopic 360 video
    • Stereoscopic 360 video
    • Spatial audio
    • 360 photo

    Video specifications:

    Codec: H265 or H264
    Resolution: 3840x1920
    FPS: 30
    Bitrate: 16 mb/s
    Audio: Stereo aac audio or .tbe (see Facebook Spatial Workstation at 44.1kHz)

    Photo specifications:

    Codec JPG, PNG
    Resolution: 3840x1920
    Note that performance may vary depending on the device brand, hardware and software. We recommend testing your content thoroughly on each device to make sure it's supported on your platform of choice.

  • Can i view 180 degrees content with VR Sync?

    No, this is not a features which is supported by VR Sync. Content needs to be equirangtangular 2:1.

  • What are the recommended specifications for 360 video?

    Video specifications:

    Codec: H265 or H264
    Resolution: 3840x1920
    FPS: 30
    Bitrate: 16 mb/s
    Audio: Stereo aac audio or .tbe (two big ears)
    Note that performance may vary depending on the device brand, hardware and software. We recommend testing your content thoroughly on each device to make sure it's supported on your platform of choice.

  • Does VR Sync support spatial audio?

    Yes, we support Two Big Ears (.tbe) files. This is a 360 audio format maintained by Facebook. We support the 44.1khz frequency. If you use 48khz frequency, the audio might sound distorted. For more information see: facebook360.fb.com/spatial-workstation
    For filling a room with surround sound you can use the Windows client to playback video files with embedded surround sound.

  • How do I upload content?

    You can upload content by going to the Content manager on the VR Sync Dashboard and drag and drop your 360 content.

  • What specifications should be used for the custom branding?

    With VR Sync's branding options you have the possibility to show a custom waiting environment to the customer. You can achieve this by picking a custom 360 background image or color, and an optional logo. These branding items will be visible when no content is being played.

    Background specifications

    360 image
    Format: JPG, PNG
    Resolution: 3840x1920

    Logo specifications

    Square image with transparency
    Format: PNG
    Resolution 1024x1024

  • Do you support stereoscopic 360 video?

    Yes, we support stereoscopic TB (over-under) and LR (side by side), as well as monoscopic files. These files should all be Equirectangular.

  • Does VR Sync support subtitles?

    Yes, for 360 videos you can upload SRT files in the content manager. These subtitles will automatically be shown when the video plays.

  • Is a background image or logo mandatory?

    No you can use our standard ‘universe’ background or simply define a single color in the content manager.

  • What are the recommended specification for the logo?

    Logo 512 x 512 PNG
    We would strongly recommend to use transparency

  • What are the recommended specification for the background image?

    VR Sync supports a 360 panoramic image with a maximum resolution of 3840 x 1920 in .PNG format.

  • What are the recommended specification for 360 photo?

    Photo specifications:

    Codec JPG, PNG
    Resolution: 3840x1920
    Note that performance may vary depending on the device brand, hardware and software. We recommend testing your content thoroughly on each device to make sure it's supported on your platform of choice.

  • How many pieces of content can i upload?

    You can upload 10 pieces of content via the Content manager.

  • How do I remove content from the devices?

    Deselect the ‘Publish’ box in the Content manager. The content will be deleted from your devices the next time they open the VR Sync application and connect to the internet.

  • How do I publish content?

    After uploading all files in the Content manager you can choose which 360 files you would like to push to your devices. Select the checkbox ‘Publish” and all devices connected will automatically start downloading the content.

Other

  • Does VR Sync work on Mac?

    The VR Sync application is currently Windows only. So in order to load the app and video's onto a device, you will need a Windows-based pc or laptop.
    Once the content is on the devices however, you can use the Web Remote (found on the VR Sync Dashboard website) to control the video playback from any device, including Mac and mobile devices, as long as they have a modern internet browser.

  • How can I pay for my license?

    We currently support the following methods:

    • Credit card
    • Bancontact
    • Sofort
    • Multibanco
    • Przelewy24
    • EPS
    • iDeal
    • Giropay
    • Sepa Direct Debit

    If you would like to pay by paypal or bank transfer please send us an email.

  • Do you offer non commercial business (personal) licenses?

    No, all prices for business as well as personal are the same. Contact us for a custom offer.

  • What kind of internet connection do I need?

    For VR Sync to work not a lot of bandwidth is required. We do however need a reliable and relatively low-latency network for a smooth session. We've experience with using VR Sync over 4g and it definitely works.
    But don't expect all devices to be in harmonious sync since 4g can sometimes introduce latency in the connection. If you do want the session to be in perfect sync we recommend a VR Sync box. Which is basically a server you can attach to your network's router.

  • Can I extend my license to a longer period?

    On the license page you find a renew button. You can fill in the orderform to extend your license.

  • Can I add more devices to my license?

    On the license page you find a renew button. You can add devices to your licenses there.

  • Can I rent or buy VR devices from you?

    Yes, we have Oculus GO as well as Gear VR units which you can rent. Please contact us for more information.

  • How can I reset my password?

    Click on your avatar in the top-right and click change password.

  • Where can I find my license status?

    You can find all information about your license on the license page.

  • How do I renew my license?

    On the license page you find a renew button. After completion of the payment your license will be renewed. Furthermore, you will receive an email before your license ends but can also contact or sales team to renew.

  • Where can I check the status of the VR Sync server?

    The server should automatically be enabled when you have an active license. If the remote or your devices do not connect, please check your connection and contact us.

  • I want to resell VR Sync, is this possible?

    We offer special discounts for resellers and partners please contact info@vr-sync.com for more information.

  • How can I contact you?

    For sales questions please contact info@vr-sync.com, for support contact support@vr-sync.com.

  • Can I order a license for a certain date?

    Yes you can. When purchasing a license you can fill in your requested starting date.

  • Can I request a license for different time periods?

    Yes you can. For custom time periods or requests please contact us.

  • What does a unlimited license mean?

    After purchasing a license for 50 devices you do not pay per device anymore. You can specify any number of devices within reason.

    The standard restriction is set on 250 devices connected at the same time. If you would like to use more, simply send us a message and we will increase the limit without charge.

VR Sync Box

  • What is included in the VR Sync box?

    The VR Sync box contains hardware to set up your own local VR Sync network. Usually this means a router and one or multiple access points. These are set-ups we usually ship, depending on your needs.

    VR Sync Box S (max. 50 users) €350

    • VR Sync Server module
    • Draytek Vigor2133AC


    VR Sync Box M (max. 100 users) €1.050

    • VR Sync Server module
    • Draytek Vigor2926
    • Ruckus R510


    VR Sync Box L (max. 200 users) €1.750

    • VR Sync Server module
    • Draytek Vigor2926
    • Ruckus R510 x2


    VR Sync Box XL (max. 300 users) €2.450

    • VR Sync Server module
    • Draytek Vigor2926
    • Ruckus R510 x3

  • How to log in to the VR Sync box.

    Please make sure the vr sync box is properly connected and powered on. Then log in to the VR Sync wifi-network using the following password: sdfghjkl
    After connecting to the local sync network, open a browser and go to this address 172.28.1.9.
    Now, you should be able to controll the devices. You can also open the remote from a smartphone or tablet. Have fun!

  • How many devices can I connect to the VR Sync box?

    The number depends on the VR Sync box you have purchased. It can range from 50 till 200. For numbers above this range a custom request can be made.

  • Can I use the VR Sync box without a license?

    No, you will need an active license to use the VR Sync box.

  • How do I connect my devices to the VR Sync box?

    After connecting the hardware and plugging everything in power, a wifi network will pop-up called VR Sync. Connect your VR devices to the wifi network (password sdfghjkl) and the laptop/smartphone used to control the playback.

  • How can I control playback when using the VR Sync box?

    To control the VR Sync session, connect to the wifi and type 172.28.1.9 in a browser to open the web remote and control the device playback.

  • What’s the password of the VR Sync box network?

    By default the VR Sync Box is set to have an SSID name of VR Sync and the password: sdfghjkl.

  • Does the VR Synx box need an internet connection?

    No, just power. You connect the devices and the remote to the Sync box.

    For your devices to download/remove new content, you would need to connect the devices to an internet connection before connecting to the Sync Box.

Select your platform

  • Which platforms are supported?

    VR Sync supports the following VR platforms:

    •  Android Phone (Cardboard) *
    • Oculus GO *
    • Samsung Gear VR *
    • Google Daydream *
    • Windows 10
    • Oculus Rift
    • HTC Vive
    • Vive Focus
    • Pico VR *
    • Lenovo Mirage

    * Available in store

  • Can I Sync 2 different types of headsets (i.e. Rift & GO) at the same time?

    Yes, you can add as many different types of devices to the connected devices by entering your pin.

  • How can I upgrade my devices to the new VR Sync?

    Oculus mobile

    Since Gear VR's and Oculus GO's do not support updating sideloaded applications, for VR Sync versions previously installed via our preloader you will need to uninstall the app manually before installing from the Oculus Store.

    1. Download and extract this file to a Windows computer
    2. Connect the device by USB with developer mode enabled
    3. Double click the .bat file
    4. The app should be removed from the device. You can now install the application the new way.

    Other

    All other methods such as the Windows player and the Cardboard versions can simply be removed/uninstalled before installing the new versions.

  • Where can I download the VR Sync app?

    You can find the links to the application on the VR sync dashboard under downloads. For the platforms Oculus Go and Android you also find it in-store (see link).
     
    Note: The VR sync application works only in combination with a license!

  • Where can I find my PIN?

    Your pin can be found in the top left corner of your dashboard

  • How do I connect my device to VR Sync?

    Once the app has been installed you can link your device to your VR Sync account by entering your pin. Your pin can be found in the top right corner of your dashboard. Please note that the device need to be connected to the internet or a VR Sync box.

  • What are the minimum requirements of my Android smartphone?

    A general rule of thumb is that your smartphone needs to have a gyroscope and enough computing power to play a VR video. You can check if your phone has a gyroscope at: gsmarena.com. Furthermore, you can check if your phone can play a VR video by opening it in the phone's native video player.

Monitor and control

  • The remote is not connecting

    If it is possible to download/ fetch your content with your internet connection, but you can not acces the remote, your wifi network might have firewalls or other restrictions, Please test this by accessing the remote from your mobile network (4g)

  • How do I start and stop playback on the devices?

    First, start the VR Sync application on the devices and enter your pin.
    Second, go the remote page on the VR Sync Dashboard.
    Third, select the devices that you would like to start and stop playing.
    Fourth, select the content and press start.

  • Can I monitor which content is being played?

    Yes, there is a monitor screen available on the remote page so you can see which content is being played on each device,

  • Can I check the battery status of the devices connected?

    Yes, next to each individual device you can see the battery status of the devices in the remote.
    Make sure the devices are connected by starting the VR Sync application and entering your pin.

  • Is there a latency between devices?

    Yes, there is a variable delay between each device due to hardware speed and variable network latency. When each device has its own audio playback via headphone for example this is not an issue. When the audio is play backed via a central system, for example a 2.1 or 7.1 audio installation this is only a issue when lip-sync is involved. With normal audio like music our background audio this noticable issue.

    We are working on a solution for better sync. Please contact us for more details and possibly an insider build.

  • How do I output audio to an external set-up like a 7.1 system?

    To play surround sound we recommend you use the Windows Client from the Downloads page. You can then use a video file with embedded 7.1 audio and connect it to a surround audio system.

  • How do I send a message to the devices?

    On the remote page, select the Send message button in the available commands. A pop-up will appear that enables you to enter the message. Click Play to send the selected command.

  • Is there a maximum number of devices which you can connect to VR Sync?

    The number of devices you can connect depends on your license. You can see the maximum number of devices you can connect on the license page.
     
    If you have an unlimited license, the maximum number of devices you can connect is 250. If you would to connect more, please let us know. We will then upgrade your account to the number you are looking for without charge. This is done to ensure our network is ready for your event.

  • How do I play content to individual devices?

    On the remote page,
    First, select the device you would like to start a video on;
    Second, select the content;
    Third, press play;

    Repeat these steps for each device.

  • Can I loop a video?

    Yes, just check the loop button in the top-right corner of the command stash and the selected video(s) will loop once you send the command.

  • How do I make a playlist?

    First, go to the remote page.
    Second, on the left side of the remote you can find the available content.
    Third, click on the first piece of content of your playlist.
    Fourth, instead of clicking play, click on another piece of content. You will now see a list of commands.
    Fifth, press the play button to start your playlist.

  • What type of device do I need to use the remote?

    Any device with a modern internet browser will work. We do recommend using a screen of at least the size of a tablet. This can be a mobile, tablet or computer.