FAQ

No items match your criteria!

Supported Platforms

Which platforms are supported?

VR Sync supports the following VR platforms/devices:

  • Android Phone (Cardboard)*
  • Google Daydream*
  • HTC Vive
  • Oculus GO**
  • Oculus Quest
  • Oculus Rift
  • Oculus Rift S
  • Pico VR *
  • Samsung Gear VR**

* Available in store

** Available in-store with redeem code

Where can I download the VR Sync app?

You can find the links for the application and how to download it for each platform in the VR Sync Dashboard under Downloads. Please note that the VR Sync application will only work in combination with an active license or free trial.

Which VR headset do you recommend for VR Sync?

Currently, we recommend using the PICO VR G2 4K headset. This headset provides the best image quality and highest comfort. It can also be used without the controller which makes handling and operating much easier.

Which devices are supported by VR Sync?

The following devices are supported by VR Sync:

  • Most Android phones
  • Google Daydream View
  • HTC Vive
  • HTC Vive Focus
  • Lenovo Mirage
  • Oculus Go
  • Oculus Quest
  • Oculus Rift
  • Oculus Rift S
  • PICO VR G2 (4K)
  • Samsung Gear VR

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 is supported by searching for the VR Sync application in the Play Store. If the app is listed your device is supported.

Content

How do I upload content to my account?

To upload content, first, go to the Content Manager section of your Dashboard. From there click the upload file button and select your file to start uploading. After uploading please select the right projection method of your video with the dropdown below the filename. After pressing publish the file(s) will be downloaded to your devices when starting the VR Sync application.

How do I publish content?

To publish your content, first, go to the Content Manager section of your Dashboard. Here you will have an overview of all the files you have uploaded, at the bottom of each file you can click the checkbox to publish or unpublish your file. Select the checkbox to begin pushing the file to your connected devices.

What does the Publish function do?

The publish function can be found at the bottom of all of your uploaded files in the Content Manager. The publish function gives you the choice to decide what files you would like to make available or unavailable to your connected devices. By clicking the publish checkbox, you are permitting VR Sync to push the file to your connected devices. By deselecting the publish checkbox, you are permitting VR Sync to remove the file from all connected devices, the next time they are turned on and connect to the internet.

How do I remove content from the devices?

To remove your files from your devices, first, go to the Content Manager section of your Dashboard. Here you will have an overview of all the files you have uploaded, at the bottom of each file you can click the checkbox to publish or unpublish your file. Deselect the checkbox to remove the file from your devices.

If you want the files to be removed from VR Sync permanently you can click the trash icon in the Content Manager.

Please note that the file will only be removed from your devices once they open the VR Sync application and connect to the internet again.

Does VR Sync support 4K resolution?

Yes, VR Sync supports 360-degree equirectangular and 360-degree equi-angular (Youtube) video projections up to 4K. We recommend using a 3840×1920 resolution but some headsets may support a higher resolution. We must highlight this is a recommendation based on multiple devices and past experiences to ensure that you get an uncompromised viewing experience. However, we do advise you to test your devices thoroughly beforehand to avoid any unforeseen complications.

What type of content does VR Sync support?

VR Sync supports:

  • 360-degree equirectangular
    • Monoscopic
    • Stereoscopic – over/under
    • Stereoscopic – side by side
  • 360-degree equi-angular (Youtube)
    • Monoscopic
    • Stereoscopic
  • 2D
    • Regular media
  • Spatial audio (.tbe)
  • Subtitles (.srt)
  • 360-degree photo

Recommended video specifications:

Codec: H265 or H264

Resolution: 3840×1920

FPS: 30

Max bitrate: 16 mb/s

Audio: Stereo aac audio or .tbe (two big ears) at 44.1 kHz

Please note that performance may vary depending on the device. We recommend testing your content thoroughly on each device beforehand to avoid any complications.

Recommended image specifications:

Codec: JPG, PNG

Resolution: 3840×1920

What video projection setting must I choose after uploading my video?

Depending on your file, please adjust your video projection according to the options below.

  • 360-degree equirectangular
    • Monoscopic
    • Stereoscopic – over/under
    • Stereoscopic – side by side
  • 360-degree equi-angular (Youtube)
    • Monoscopic
    • Stereoscopic
  • 2D
    • Regular media

How many pieces of content can I upload?

You can upload up to 10 pieces of content via the Content Manager in your VR Sync Dashboard. If you require more files, please contact support@vr-sync.com.

What is the maximum file size I can push to devices from the Content Manager?

The maximum file size that can be pushed via the Dashboard is 5GB. However, if you have larger files you can upload them manually using the preloader.

Where can I download the preloader application?

You can find the download file for the preloader in the Downloads section of your Dashboard. Make sure to download the most recent VR Sync Package to avoid any complications. 

What are the recommended specifications for my 360 videos?

Recommended video specifications:

Codec: H265 or H264

Resolution: 3840×1920

FPS: 30

Max bitrate: 16 mb/s

Audio: Stereo aac audio or .tbe (two big ears) at 44.1 kHz

Please note that performance may vary depending on the device. We recommend testing your content thoroughly on each device beforehand to avoid any complications.

What are the recommended specifications for my 360 images?

Recommended image specifications:

Codec: JPG, PNG

Resolution: 3840×1920

What are the recommended specifications for my background image?

Recommended 360 image:

Codec: PNG 

Resolution: 3840 x 1920

What are the recommended specifications for my logo?

Recommended logo specifications:

Codec: PNG

Resolution: 512 x 512 1:1

We recommend using a logo with a transparent background.

Can I use my own custom branding in VR Sync?

Yes, you have the option to show a custom waiting environment to the customer. You can achieve this by picking a custom background image or color, and an optional logo in the Content Manager. These branding items will be visible when no content is being played on the devices.

Do I need a background image or logo to use VR Sync?

No and no, you can use our standard ‘universe’ background or choose a color. A logo will only appear if you upload one.

Do you support subtitles?

Yes, you can upload subtitle files with the .srt extension in your Content Manager.

What kind of audio does VR Sync support?

We support standard stereo as well as spatial audio in the form of Two Big Ears (.tbe) at 44.1 kHz. You can also use the Windows client to playback video files with embedded surround sound.

Audio: Stereo aac audio or .tbe (two big ears) at 44.1 kHz

Please note that performance may vary depending on the device. We recommend testing your content thoroughly on each device beforehand to avoid any complications.

Do you support spatial audio?

Yes, we support spatial audio in the form of Two Big Ears (.tbe) files at 44.1 kHz.

You can also use the Windows client to playback video files with embedded surround sound.

Please note that performance may vary depending on the device. We recommend testing your content thoroughly on each device beforehand to avoid any complications.

Can I insert a link and play it in VR Sync (e.g a Youtube video)?

No, this is currently not possible.

Is it possible to play 2D videos with VR Sync?

Yes, it is possible to play 2D videos with VR Sync. Make sure to select ‘regular’ media in the Content manager.

Can I watch my 360 videos on the computer?

Yes, it is possible to watch your videos on the computer, provided you have a connected device. To do so, go to the Remote section of your Dashboard. From here, click the black screen with the text overlay “Click here to enable playback monitoring”. You will now be able to watch your 360 videos on your computer.

Alternatively, you can use the VR Sync Windows Client to watch your 360 videos. Simply enter your license pin after launching the Windows client and you will be able to watch your 360 videos on your Windows computer.

What happens if I turn off a device during a session, will it automatically resync with the session when turned back on?

Thanks to the syncing software in the VR Sync application, when the device is turned back on it will automatically resync with the current session.

Can I view 180-degree content with VR Sync?

No, this is not a feature currently supported by VR Sync natively. You can encode the video to double the width using a black background to play the 180-degree video in 360-degree mode.

VR Sync supports:

  • 360-degree equirectangular
  • 360-degree equi-angular (Youtube)
  • Regular 2D media
  • 360-degree photo

Does VR Sync support YouTube videos?

Yes, VR Sync supports Youtube videos in the equi-angular 360 format.

Does VR Sync support equi-angular 360 video?

Yes, VR Sync supports files in the equi-angular 360 format.

Software features

How many devices can I connect to my VR Sync account?

The amount of active devices allowed during any of your sessions is dependent on the number of devices you have an active license for. You can check the number of devices you can actively use in the License page in your Dashboard.

What type of device do I need to use the Remote?

Any tablet, PC or smartphone with a modern internet browser can use the Remote.

Is it possible to loop the video(s)?

Yes, it is possible to loop the videos. To do so, go to the Remote section of your Dashboard. From here select your video or videos in the order you want them to be played in. Once your video or videos are selected press the loop icon on the top right of the Select commands field. VR Sync will now loop the selection in order.

Is it possible to make a video playlist?

Yes, it is possible to make a video playlist. Simply go to the Remote section of your Dashboard. From here select your videos in the order you want them to be played in. Once your videos are selected press the Play button on the top right of the Select commands field. VR Sync will now play your video playlist.

Can I monitor what content is being played?

Yes, there is a monitor screen available on the Remote page. Simply select one of the connected devices you would like to monitor and you can see what is being played.

Alternatively you can monitor what content is being played through the VR Sync Windows client.

Can I use VR Sync to sync iOS devices?

Sadly no, we currently don’t support iOS devices, however, the Remote can be controlled using an iOS device. 

Our team is always open to suggestions and custom solutions. Please contact us at support@vr-sync.com if you would like to know more.

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

Yes, as long as the device is supported by VR Sync, you can connect multiple different headsets all at once by entering your license pin.

Can I check the battery status of my connected devices?

Yes, next to each individual device on the Remote screen you can see the battery status.

VR Sync box

What is the VR Sync box?

The VR Sync box is a standalone local network solution to use VR Sync without an internet connection.

Does the VR Sync box need an internet connection?

No, just power. The VR Sync box acts as a local network, just connect the devices and your remote to the VR Sync box and get started.

What is included in the VR Sync box and which one should I choose?

The VR Sync box contains hardware to set up your own local VR Sync network. These are set-ups we usually ship, depending on your needs:

VR Sync Box S (max. 50 users)

  • VR Sync Server module
  • Draytek Vigor2133AC

VR Sync Box M (max. 100 users)

  • VR Sync Server module
  • Draytek Vigor2926
  • Ruckus R510

VR Sync Box L (max. 200 users)

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

VR Sync Box XL (max. 300 users)

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

How much does the VR Sync box cost?

Depending on your requirements we provide standard VR Sync box packages at the following prices:

VR Sync Box S (max. 50 users) €350

VR Sync Box M (max. 100 users) €1.050

VR Sync Box L (max. 200 users) €1.750

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

All prices are excluding vat and shipping costs.

How do I log in to the VR Sync box?

Before starting make sure the VR Sync box is properly connected and powered on.

To log in to your VR Sync box, first connect to the VR Sync wifi-network with your Remote device (smartphone, tablet or computer) using the following password: sdfghjkl

After connecting to the local Sync box network, open a browser on your Remote device and enter the address 172.28.1.9 to gain access to the VR Sync box.

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?

Before starting make sure the VR Sync box is properly connected and powered on. Once the VR Sync box is active, it should create a wifi-network. Connect to the VR Sync wifi-network with your device using the following password sdfghjkl . Your device should now be connected to the VR Sync box network.

What is the password of the VR Sync box network?

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

Purchasing and licenses

Can I order a license for a certain date?

Yes. When purchasing a VR Sync license you can enter your requested start period, before making your purchase.

What payment methods do you accept?

We currently accept the following payment methods:

  • American Express
  • Maestro
  • Mastercard
  • VISA
  • We also support the following payment processors:
    • Bancontact
    • Eps
    • Giropay
    • iDeal
    • Multibanco
    • Przelewy24
    • SEPA Direct Debit
    • Sofort

Where can I find the status of my license?

You can check the status of your license through the License page in your Dashboard.

I want to resell VR Sync, is this possible?

We offer special discounts for resellers. Please contact support@vr-sync.com for more information or go to the affiliates page on our website.

Can I buy a license for a single day?

No, the minimum period for which you can purchase a license is one week.

Is it possible to purchase a VR Sync license for 7 days?

Yes, we charge €5 a week per device.

What is VR Sync’s pricing model?

VR Sync works with flexible pricing. The price depends on the number of devices you want to use and the length of your license. You can find more information on the Pricing page.

Can I add more devices to my license after purchase?

Yes, you can add more devices to your license after your original purchase by going to the License page. Once you have placed the order you can contact us regarding merging your licenses.

Can I reduce the length of my license after purchase?

No, it is not possible to reduce the length of your license after purchase.

Can I reduce the number of devices on my license after purchase?

No, it is not possible to lower the number of devices on your license after purchase. However, you can add more devices and extend your license period on the License page.

Can I purchase a lifetime license?

Typically, we do not offer a lifetime license. For special inquiries please contact sales@vr-sync.com

How soon after my purchase will I be able to use my VR Sync license?

Within minutes of processing your payment, you will receive an email to activate your account and access your VR Sync Dashboard. Make sure to check your junk or spam, if it does not arrive in your inbox. If you can’t find the email please contact sales@vr-sync.com.

How do I extend my license period?

You can extend or renew your license on the License page. If you have any issues, please contact the support team at sales@vr-sync.com.

How do I add more devices to my license?

You can place an additional order with a matching start date. After your order has been processed you can contact us at sales@vr-sync.com to merge your licenses.

Do you offer Corporate/Enterprise licenses?

No, we have a standardized license available for all parties. For special inquiries please contact sales@vr-sync.com

Can I rent or buy VR devices from you?

Yes, you can rent or buy the Pico VR G2 4K, the Oculus GO as well as branded VR Cardboard units from us. Please contact sales@vr-sync.com for more information.

Support

Is there a starter guide?

Yes, on the VR Sync Dashboard you can find all the resources necessary to get started. 

Is there a support page?

Yes, there is a Support page containing videos, frequently asked questions and other useful resources.

How can I contact the support team?

You can get in touch with the support team at support@vr-sync.com.

My Remote is not connecting properly?

In most cases, this is due to firewalls and other restrictions on your wifi-network, to check if this is the problem try accessing your Remote through your 4G network. If the problem persists please get in contact with us at support@vr-sync.com.

What kind of internet connection do I need?

To ensure a smooth session, a reliable and relatively low-latency network is recommended.

You can use VR Sync over a 4G network to good effect, however, it can decrease the chances of a perfectly synchronized session.

With the VR Sync box, no internet connection is needed, just use its local network to control the session.

Does VR Sync work on Mac?

The VR Sync application is currently Windows only. However, once the content is preloaded on to the devices you can use the Remote on the VR Sync Dashboard with your Mac.