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austint30's avatar
austint30
Protege
3 years ago
Solved

Quest Link Does Not Work Consistently

OS: Windows 11
Quest Model: Quest 2 (more than one)
Link Cable: Multiple third party cables made for Quest 2
PC: Multiple PC setups including laptops

Hello,

I'm not necessarily here to ask a question, but I want Meta to be aware of an ongoing issue with the Oculus Software on Windows 11 (I haven't tested on 10).

For the past year(?) I have been experiencing an issue where Quest Link either: fails outright with an error message, displays a black screen with three dots indefinitely, or I get video but no audio despite the audio settings being correct in 1) Oculus Software, 2) Windows, 3) In the game. I have tested on a slew of different devices all running Windows 11 including desktop PC's and laptops. I have also tested several different third party cables, and even with different Quest 2 headsets.

The issue presents itself at seemingly random. Some times it works flawlessly. Most of the time, however, it requires 1) replugging the cable, 2) Restarting Oculus Software, 3) Restarting the PC, 4) Restarting the Quest 2. I change nothing with the configuration of my PC and it will decide to work or not randomly.

I have also tried almost every trick on the internet, including messing with USB power saving settings, changing usb ports, trying new cables, trying new computers with a new Windows install, trying new Quest 2's, etc. and a lot of things I don't remember anymore. Nothing works. As you can imagine, I've spent a lot of time trying to get this to work, even resorting to replacing Quest 2's and trying my family's gaming setups. I am beyond frustrated that my attempts to solve this problem have been futile. I am convinced that the Oculus Software on PC is the culprit and is not working as intended.

I'll be shocked if Meta's engineers are unable to reproduce the issue, because my attempts to get Quest Link to work consistently have failed on a variety of hardware.

headsets
Meta Quest 2
Pc compatibility
PCVR
Quest 2
USB
windows
  • TheAntiSocializer's avatar
    TheAntiSocializer
    2 years ago

    Hey everyone! Just wanted to jump in here and note that I'll be locking this thread since it is now pretty old. 

    If you're currently running into issues with Windows 11 on the Quest Link software, I do suggest reaching out to MetaStoreHelp through PM or with a support ticket. This way they'll be able to get a look into your logs and make sure everything on the backend looks good. 

    Alternatively you can also create a new post within the Get Help boards.

    Thanks 

20 Replies

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  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    3 years ago

    Hi, austint30! Thank you for reaching out to bring this issue with connecting your headset to your PC to our attention! So many users enjoy this engaging PC VR feature and we don't want you to have to miss out, so we're glad to help get to the bottom of this problem! To start with, we noticed you had mentioned using a third-party cable, so we do want to clarify, were you able to try using a first-party cable at all to see if this issue persists? The Quest Link Cable is the one we recommend at this current time, as we can verify it is capable to support the link connection. We've also thoroughly tested the Anker Link cable as well and can suggest using that as well for best effect.

    By the way, could you please try the following troubleshooting steps, if you haven't already:

    Let us know how these steps work out for you and we can continue from there! We'll be keeping an eye out for your next post! 

    • austint30's avatar
      austint30
      Protege
      3 years ago

      Hello,

      Thank you for getting back to me.

      First of all, I want to try to link the cables I have currently tried if I can still find them on Amazon.

      Stouchi: https://a.co/d/5qOAA7D

      Syntech: https://a.co/d/igfbkOq

      And a third cable that I no longer have and don't remember the brand. iirc it was one of the highest rated cables advertised for Quest 2 on Amazon at the time.

      All three had the same issue I described in my post.

      I don't have a first party cable as it is very overpriced, and the other third party cables were well rated for Quest 2 usage. I might look at getting the Anker cable, but that one is quite pricey as well.

      If I buy the Anker cable, I'll let you know if I experience the issue again. But, I still find it odd that those three highly rated cables of different manufacturers all experienced identical issues. Leads me to believe that the cable isn't the issue.

      As for the troubleshooting steps, I can verify that

      1) All PCs tested with latest Nvidia GPU driver

      2) PC's that I've tested meet requirements

      3) All PC's have Windows Defender on default settings

      4) Tried removing all USBs except for link. (Issue still persists)

      Also, would it be possible to get an error log if this issue happens again? Where would I find that error log?

      Thank you

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        3 years ago

        Hello, hello! Thanks for reaching back out with these updates! We really appreciate you specifying those third-party cables you've been trying for reference, as well. As mentioned, at this time, we do recommend using either the Quest Link cable or the Anker Link cable for the best effect however, since many factors go into PC VR gaming, let's focus on further pinpointing possible causes of this Link connection issue you're reporting. First I did want to share with you the steps for gathering your logs for the Oculus/Rift software, which can be found right here for reference. Let us know if you need any further assistance with that and we can certainly help! 

        And, as the next step, could you please try uninstalling then reinstalling the Oculus desktop app using these steps:

        1. Disconnect the Rift/Link cable from the computer
        2. Disconnect your computer from the internet
        3. Backup any necessary content
        4. Reboot into Safe Mode
        5. Uninstall the Oculus PC app using the Control Panel
        6. Delete all Oculus folders from the following folder:
          • C:\Program Files
        7. Remove any Oculus folders from the following locations:
          • C:\Users\YourUserProfile\AppData
          • C:\Users\YourUserProfile\AppData\Local
          • C:\Users\YourUserProfile\AppData\LocalLow
          • C:\Users\YourUserProfile\AppData\Roaming
          • C:\OculusSetup-DownloadCache
          • Note: The AppData folder is usually hidden. Use these steps to access AppData.
            1. Press Windows key + R to launch the Run dialog window.
            2. Type %AppData% in the Run box and click OK or press Enter
            3. File Explorer will launch to the AppData\Roaming subfolder.
            4. Click AppData in the File Explorer address bar to show all three subfolders in the AppData location.
        8. Restart your computer in normal mode
        9. Reconnect your computer to the internet
        10. Install the Oculus PC app again using the setup tool from our website here
        11. Reconnect the Rift/Link cable and re-test the headset

        Please keep us updated on your results from these steps and we'll be able to move forward from there! 

  • kliu72's avatar
    kliu72
    Honored Guest
    3 years ago

    I have the exact same problem, except have never been able to get oclulus link running. Chat teams have been unsuccessful on multiple attempts. Did you figure out the solution?

    • austint30's avatar
      austint30
      Protege
      3 years ago

      I haven't. The Meta Support team weren't much help. I kinda gave up. Since my Quest 2 is only used for PCVR on a PC dedicated to VR, as long as I keep Link turned on and the Oculus Software running the connection problem doesn't happen. This doesn't mean the problem is solved, however. I just stopped trying to deal with it and leave it connected at all times.

  • Ginbus's avatar
    Ginbus
    Honored Guest
    2 years ago

    As expensive as this stuff is it sure doesn’t work well. At all. And the more I look in to this issue the support team is just absolutely useless. They already have your money they could not care less. Really expected more from meta. Just a thread full of general googled tech support answers. Pathetic. 

    • chaser1x2's avatar
      chaser1x2
      Honored Guest
      2 years ago

      Got the same problem and all the stuff I checked and I recently re downloaded the ouclus app and ect and I have a cord that is recommended but I still am stuck on the infinite 3 dots screen any thing else to help? 

  • chaser1x2's avatar
    chaser1x2
    Honored Guest
    2 years ago

    Weird part is I just did some stuff to my PC that shouldn't do anything bad and that's when it started to happen

    • austint30's avatar
      austint30
      Protege
      2 years ago

      That's the thing... when it decides to connect is completely random. I had to get rid of the Quest 2 and buy another PCVR headset.

      • chaser1x2's avatar
        chaser1x2
        Honored Guest
        2 years ago

        Bro I have been sitting there for a month it ain't going to connect

  • Anonymous's avatar
    Anonymous
    2 years ago

    dont know if support will see this, but are there any updates on this matter? i've been having the exact same issue described in the original post for awhile now

  • TheAntiSocializer's avatar
    TheAntiSocializer
    Retired Support
    2 years ago

    Hey everyone! Just wanted to jump in here and note that I'll be locking this thread since it is now pretty old. 

    If you're currently running into issues with Windows 11 on the Quest Link software, I do suggest reaching out to MetaStoreHelp through PM or with a support ticket. This way they'll be able to get a look into your logs and make sure everything on the backend looks good. 

    Alternatively you can also create a new post within the Get Help boards.

    Thanks