Lessons learnt — common setup issues

Field-tested fixes for the most common setup snags — installs that fail with "The specified account already exists", TestFlight on isolated networks, VRED-version conflicts, OpenXR layers, Varjo / Unreal quirks, and outdated GPU drivers.

This article summarizes common setup issues observed when working with Innoactive Spatial ecosystem. Use these lessons to avoid typical runtime and initialization conflicts.

Install fails with "The specified account already exists."

Context A workstation already has an older Innoactive Spatial Runtime installed, and the new .msi is run over the top of it. Frequently seen on managed corporate devices where the earlier install was made under a different account or policy.

Issue Partway through Installing Innoactive Spatial Runtime, the Innoactive Spatial Runtime Setup dialog stops with:

The specified account already exists.

Acknowledging the dialog rolls the installation back. Re-running the new installer — including its Repair option — produces the same failure. Uninstalling from Settings → Apps → Installed apps can fail as well, which leaves the machine with a broken install and no usable runtime.

Root cause The new installer cannot cleanly replace the existing installation: the MSI upgrade path trips over leftover state from the installed version — including the local service account the runtime's Windows services use, which the previous install already created. Windows can only remove that installation with the MSI it originally came from, so once the built-in uninstall also fails, both directions are blocked. The wording of the dialog points at the account, not at the real problem, which is the stale installation underneath it.

Resolution

  1. Uninstall the existing runtime first, then install the new version — do not install over the top.
  2. If the uninstall fails, obtain the installer for the version that is currently installed (check the version under Settings → Apps → Installed apps; ask Innoactive support for that exact .msi if you no longer have it).
  3. Run that installer and choose Uninstall.
  4. Install the new version from spatial-runtime.innoactive.io.

If the install still fails Capture a verbose installer log and send it to Innoactive support:

msiexec /i "C:\Path\To\Package.msi" /l*v "C:\Path\To\Install.log"

Adjust both paths. The log folder must already exist — the installer creates the file, not the folders.

Eye calibration performed with glasses jumps and blurs for other wearers

Context On a Vision Pro shared between several people (booth demos, customer visits, roving evaluations), the person setting the device up may complete visionOS eye calibration wearing prescription glasses.

Issue When the headset is then handed to a second wearer — either with different glasses or without glasses at all — the image jumps around during use, and system-side foveated rendering samples the wrong parts of the scene. Content appears blurred even before any streaming session begins.

Root cause Eye calibration is highly individual. Pupil position, IPD, and any lens correction from glasses are baked into the tracking model. A profile built by one wearer with glasses does not transfer cleanly to another wearer — foveation follows the wrong gaze target, and gaze tracking reports jumpy input.

Resolution When setting up a Vision Pro that will be shared among several people, complete eye calibration without glasses. Individual users who need vision correction should either wear ZEISS Optical Inserts (per-prescription, do not disrupt calibration) or run their own eye calibration on the device.

Enterprise Configuration file greyed out during manual license import on Apple Vision Pro

Context On a Vision Pro running Innoactive Spatial, the enterprise configuration file (.innoactivelicense) is delivered to the headset — usually via AirDrop — and imported manually through Settings → Enterprise → Import License. This is the trial / non-MDM path; MDM deployments use the managed .plist flow and are not affected.

Issue After transfer, the configuration file is greyed out in the app's file picker and cannot be selected. Sharing the file from the Files app also fails — Innoactive Spatial does not appear as an available target in the visionOS Share Sheet.

Root cause The filename has arrived with a truncated extension — usually as .innoactivelice instead of the full .innoactivelicense. Some mail clients, filesystems with short-extension conventions, and copy-paste chains silently trim the tail. With a broken extension, visionOS no longer recognises the file type, so the file picker filters it out and the Share Sheet does not offer Innoactive Spatial as a destination.

Resolution Rename the file back to its full .innoactivelicense extension on the sending machine before transferring it to the Vision Pro. visionOS then recognises the file type, the picker lists it, and Innoactive Spatial imports the enterprise configuration normally. The file contents are unchanged — only the extension is restored.

Enterprise Configuration import fails when stale copies remain or the file is not in the main folder

Context An enterprise configuration file has been AirDropped to the Vision Pro one or more times — often because earlier imports failed or support resent the file during troubleshooting — and now lives somewhere in the Files app on the headset. The customer is retrying Settings → Enterprise → Import License.

Issue The app's file picker will not accept the file, and sharing it from the Files app does not offer Innoactive Spatial as a target. Import fails on multiple headsets even though the file is visibly present on the device.

Root cause Two conditions can put the file in a state where the app cannot pick it up:

  • Stale duplicates left in the Downloads folder from previous AirDrops (versioned copies such as …-1, …-2 accumulate) — the app cannot disambiguate which one is current.
  • The file is sitting in a subfolder of the Files app rather than in the main On My Vision Pro folder that Innoactive Spatial reads from.

Resolution

  1. Open the Files app on the Vision Pro and delete every existing copy of the configuration file, including all versioned duplicates in Downloads.
  2. AirDrop the file again from the sending machine.
  3. Move (or save) the file into the main folder of On My Vision Pro — not a subfolder.
  4. Re-run Import License. With a single clean copy in the expected location, the app picks it up and imports normally.

Router Connectivity Issues (TestFlight Dependency)

Context During Apple Vision Pro deployments, connection issues were observed when using TestFlight-distributed builds.

Issue TestFlight requires internet connectivity for app validation, which conflicted with restricted or offline network setups (e.g. isolated Wi-Fi 6 routers - specific models).

Resolution Distribute Innoactive Spatial via Apple Business instead of TestFlight. This removes dependency on external connectivity and enables fully offline/local deployments.

Installer Compatibility (VRED 2027 Beta vs GA)

Context Issues occurred when installing and running Innoactive Spatial runtime with different software versions (VRED 2027 Beta).

Issue Installer and runtime showed incompatibilities when using VRED 2027 Beta and General Availability (GA) version.

Resolution Go back to Innoactive Spatial runtime installer and select “Repair”.

Installation Blocked by Windows Policy (OpenXR Service)

Context During installation, installer may fail when attempting to install OpenXR service. This typically occurs in restricted corporate environments with Windows group policies blocking system service installation.

Symptoms Installer gets stuck during OpenXR service installation step.

Root Cause

  • Windows policy prevents installation of system services.

Resolution

  1. In installer, untick feature “OpenXR Service.”
  2. Continue installation.
  3. Runtime and VRED plugins will install without service component.
  4. If OpenXR runtime is not active, Spatial Runtime will prompt user on startup.

Important OpenXR service is only required to set active OpenXR runtime without admin privileges. Runtime itself installs independently and works without service.

Conflicting OpenXR Layers and Duplicate Plugins

Context Connection instability and runtime conflicts were observed during startup.

Root Cause

  • VIVE OpenXR API layers installed (unsupported by CloudXR).
  • Legacy CloudXR script plugin present.
  • Multiple Innoactive plugins loaded from different directories.

Resolution

  1. Uninstall unused VIVE OpenXR API layers.
  2. Remove legacy CloudXR script plugins.
  3. Ensure only one Innoactive plugin is installed.
  4. Delete duplicate plugin folders from user ScriptPlugins directory.

Avoid multiple OpenXR runtimes, legacy CloudXR integrations, and duplicate plugins. Only one active runtime and one Innoactive plugin installation should exist.

Varjo Native Foveated Rendering Causing Visual Artifacts

Context A visible square or different display area appeared in Apple Vision Pro while connected to VRED.

Root Cause In VRED under Preferences → Extended Reality → XR Options → Varjo, option Native Foveated Rendering was enabled.

Resolution

  1. Open VRED.
  2. Go to Preferences → Extended Reality → XR Options → Varjo.
  3. Disable Native Foveated Rendering.
  4. Restart session.

Disable Varjo-specific rendering features (e.g., Native Foveated Rendering) when using CloudXR to avoid visual artifacts.

CloudXR Not Starting – Varjo Base Blocking Vulkan

Context Varjo Base can reserve Vulkan resources on GPU, preventing CloudXR from initializing.

Symptoms Streaming session fails or CloudXR does not start.

Resolution

  1. Check if Varjo Base is running on workstation.
  2. Fully close Varjo Base (including background processes).
  3. Restart Innoactive Spatial Runtime.
  4. Start streaming session again.

CloudXR should initialize correctly.

Unreal Engine – “VR Preview” Greyed Out

Context Unreal Engine requires active XR runtime before enabling VR Preview.

Symptoms “VR Preview” option is disabled.

Resolution

  1. Exit Unreal Engine.
  2. Start streaming session on Apple Vision Pro.
  3. Verify Innoactive Spatial Runtime shows runtime as started.
  4. Launch Unreal Engine.
  5. Open project and select VR Preview.

VR Preview should now be available.

TestFlight UI Delay After Update

Context After triggering update in TestFlight, UI may take 10–20 seconds to refresh.

Symptoms Update button appears unresponsive.

Resolution

  1. Click update in TestFlight.
  2. Wait up to 20 seconds.
  3. Do not close or force-quit app during update.

This delay is expected and not related to Spatial Runtime.

Outdated GPU Drivers Causing Runtime Issues

Context CloudXR and Vulkan-based workflows depend on up-to-date GPU drivers.

Symptoms Runtime crashes, streaming instability, initialization errors, or degraded performance.

Resolution

  1. Check installed GPU driver version (NVIDIA Control Panel or Device Manager).
  2. Download latest recommended production driver from GPU vendor.
  3. Perform clean driver installation.
  4. Reboot workstation.
  5. Restart Innoactive Spatial Runtime and test session again.