We have seen and are actively looking into multiple reports of Ryzen incompatibility with Vive Wireless Adapter. Our current data shows this is occurring with a subset of Ryzen-based motherboards. Our investigation will take time as we are working with multiple component manufacturers to identify the root cause.
We will update the community as we learn more.
In the near term, we are updating our specifications to show that certain Ryzen platforms have a compatibility issue.
In addition, starting, 11/19, our customer service agents will honor Ryzen-related returns from our retail partners and vive.com outside of typical return windows. Please see instructions below.
Thank you for your patience as we continue to investigate the issue.
Customer Return Process
For refund eligibility and processing please get in touch with our Customer Support team by emailing firstname.lastname@example.org. You will get a response with instructions and next steps within one business day. To ensure proper processing we will request the following:
- Proof of Purchase (your vive.com order number or your retailer invoice)
- Validation of AMD equipment (our CSR reps will walk you through the steps for these requirements)
Once the validation step is complete we will provide you with a shipping label with instructions to return your wireless adapter. Once the unit is confirmed received we will process the refund and notify customers of the completed process.