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MetaStoreHelp
MetaStoreHelp
Community Manager
October 7, 2022
Solved

Contacting Meta Quest Support & Collecting Logs

Should you encounter an issue or have any questions that would require you to contact Meta Quest Support, you can do so by heading to the support page (https://www.meta.com/help/support/). 

 

Here, you can contact the support team via email or live chat. If you are facing a technical issue that you're trying to troubleshoot, our support agents will often ask for log files from your system. This allows them to investigate more in depth and find the root cause of the issue.

In order to speed up the process, it's always a good idea to attach these logs to your initial support request so that the team can review them immediately. In order to collect these logs, you'll need to follow these steps:

 

  1. Open the run window (Windows key + R)
  2. Enter and run: C:\program files\oculus\support\oculus-diagnostics\OculusLogGatherer.exe
  3. Wait for the executable file to pop up
  4. Select logs for the last 24 hours
  5. Wait for the log collection to finish. It should pop up a Windows Explorer window at the location of your newly collected logs.
  6. It automatically generates a zip file and copies the zip to the clipboard so you can paste it to your desktop
  7. Attach this zip file to your next support response


If you run into any issues, feel free to DM us directly or respond to this thread and we will get you helped out.

    This topic has been closed for replies.
    Ryanality
    RyanalityAnswer
    Honored Contributor
    August 23, 2023

    Hi everyone, we're going to close this thread down for new replies. If anyone needs a hand, please feel free to create a new thread in our Get Help board here on the forums, or go to the contact page on our help center.

    Help others find great discussions and answers by adding kudos and marking solutions to your questions.
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    41 replies

    Show previous replies
    Paipel
    New Participant
    February 3, 2023

    Hey, I did open a request to fix my left controler where he have an issue with the analogic button, the stick is pulling up and don't responde correctly, I'm from Brazil and when I asked for help it only accept me to enter on the support a US address... I did put any US adress and put my real adress on the comment, someone can help me saying if it will work or have any way to help me? I don't want to pay for a mistake that is not my fault, when I paid I did for a full price, i want my warranty to work as intended too...

    MetaStoreHelp
    MetaStoreHelpAuthor
    Community Manager
    February 4, 2023

    Hello, Paipel. we know how frustrating it can be when the analog button on your left controller is sticking and not responding as it should. To view Meta-supported countries and regions, kindly visit here. In order to receive additional support, we do advise returning your device to the place of purchase. 

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    Paipel
    New Participant
    February 5, 2023

    Can you cancel the request i did made on the system so? Because it will send the controler to a place where is not my house! I can't pay for this miss on information...

    TasrifAbrar1B00S
    TasrifAbrar1B00S
    New Participant
    February 9, 2023

    Hello Facebook Team, 

    I am Tasrif Abrar the owner of the account linked with email (Redacted). 

    I respect the rules of your community standards But your Facebook security system has disabled my account by mistake. Your security system thinks I'm a child but i am not a child i am 18+ user. So I request you to check my account once And please open my account as soon as possible. If you need any documents, I will provide you. Thankyou!

     

    Account Information:

     

    Account Name: Tasrif Abrar

    My account email:

    Redacted

    My account url: Redacted

     

    tasrifabrar
    Dane2012
    New Participant
    February 16, 2023

    Hi, I have purchased the 2200 shiny rocks bundle and the money has been taken. However, we haven’t got them. Can you help please 

     

    MetaStoreHelp
    MetaStoreHelpAuthor
    Community Manager
    February 16, 2023

    Hey there, Dane2012! We don't like to see our users having this kind of issue. We know how important it is to get this looked into as soon as possible. Not to worry. You should send us a PM so we can take a closer look. Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    bananclausDK
    bananclausDK
    New Participant
    February 26, 2023

    Have you received my message regarding left controller won't connect to my Pro VR headset?

    MetaStoreHelp
    MetaStoreHelpAuthor
    Community Manager
    February 26, 2023

    Hello, @bananclaus DK we see you are attempting to contact one of our representatives. We would be delighted to assist you with any problem you may be having. Could you please go to our support page so that we can help you further? We'll leave our link, here. We look forward to hearing from you.

    If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
    Taqueshy2
    New Participant
    April 12, 2023

     

    Hola  Compró mis óculos 2 por 2 veces porque las primeras estaban dando problemas, las configuró todo bien  perfecto. El problema viene cuando quiero poner otra cuenta y poder compartir los juegos con esta otra cuenta ,entro donde se activa y me sale una aclaración que dice que ya tienes activada la opción  para compartir en otras gafas .para activar esta opción primero tendrás que desactivar esta opción en el otro dispositivo .si no puedes acceder a las gafas ve al centro de ayuda de meta store  pero nada de nada no hay nada al respecto y ya he formateado las gafas 3 veces y me esta dando dolor de cabeza  Me puedes ayudar? Gracias

     

    Vifeca
    New Participant
    May 11, 2023

    Do not bother contacting Meta Quest Support because they do not solve anything.

      bananclausDK
      bananclausDK
      New Participant
      May 11, 2023

      They have the worst non existing customer support on the planet. 

        ApexVGear
        New Participant
        August 18, 2023

        I'm trying to run the Oculus app on a new PC with Windows 11. Though it ran once after I first installed it, it seems after a Windows update, it now shows the Oculus App Status window with "Checking the status of your Oculus app..." then reports "Can't reach Oculus service." I've repaired, uninstalled, deleted all Oculus folders, reinstalled, turned off Windows Defender Firewall... nothing works. It's stuck in this endless loop of "Checking the status," then "Can't reach Oculus service."

        The MAIN reason for building this new PC (with an RTX 4090) was to improve my VR experience with my Quest 2. Everything else is transferred and updated from the previous system--games, apps, settings, save files, etc., and all works without issue.

        I've gathered the logs...

        https://drive.google.com/file/d/1nTa7qPH8KDeyhJnsutNmkcWairKRrSdt/view?usp=drive_link

          MetaStoreHelp
          MetaStoreHelpAuthor
          Community Manager
          August 21, 2023

          Hey there, ApexVGear. We see you're having some trouble getting VR to run with your new PC, we'll be happy to assist the best we can and put that 4090 to good use. Send us over a PM and we'll be happy to assist you further.

           

          In order to PM us all you need to do is select our name to get to our profile page, or click here . Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message we look forward to hearing from you.

          If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
            Ryanality
            RyanalityAnswer
            Honored Contributor
            August 23, 2023

            Hi everyone, we're going to close this thread down for new replies. If anyone needs a hand, please feel free to create a new thread in our Get Help board here on the forums, or go to the contact page on our help center.

            Help others find great discussions and answers by adding kudos and marking solutions to your questions.
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