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Air Link crash/disconnect within minutes.

serverions
Level 2

Issue:

Within minutes of connecting via AirLink, Quest 2 would freez/screen stops moving (looking around shows black, edge of the last visible scene are cut, looking behind shows same scene upside down), sometimes buttons are super slow to respond, and when buttons finally respond I check the menu and it shows AirLink as disconnected.

I'm running on a 5GHz Wireless network with only Quest 2 connected, 4 steps away from router with clear visibility.

Headset diagnosis shows no issues.

 

Things I have tried:

  • Reinstall Quest software
  • Restart Headset/Router/PC
  • Disconnecting all peers from WiFi
  • Make sure headset/PC software is up to date.

Connecting via cable didn't have any issues before.

One thing I noticed is: if I disable auto loading Quest Home app I can stay connected for longer time, but soon as I launch the Home app or Steam games, headset will crash/freez/disconnect very soon.

 

I'm still new to this so not sure what other info is needed, 

 

 

Any ideas on what could be wrong and how could I fix it?

1 REPLY 1

MetaQuestSupport
Community Manager
Community Manager

Hey there, @serverions!

 

We see you're having some connectivity issues when using the Airlink, which we most certainly won't let get in the way of your premier VR adventures! Let's see what we can do to get you back in the action! When it comes to any sort of link issues this could be because of some internal errors that could be caused by a number of things. However don't let this worry you! We'd be happy to look into this and make sure you're all set. For us to look into the internals, we'll need to gather your logs.

 

Here are the steps to gather the logs:

 

  1. Open the Run window (Windows key + R).
  2. Enter and run: C:\Program Files\Oculus\Support\oculus-diagnostics\OculusLogGatherer.exe
    1. *The above link is the default directory. Bear in mind that if you installed Oculus Home to another drive you will need to update the command with the correct file path.
  3. Select the checkbox next to ‘Full logs’.
  4. Select "1 day" from the "Collect last" drop down list.
  5. Wait for the log collection to finish. This can take some time to complete.
  6. The program will automatically generate a zip file containing your logs, which will be saved to your desktop automatically.
  7. Attach the newly created zip file to your support response.

 

Once you have that file and ready, you'll want to get in touch with our specialist team here: https://metaque.st/Support. Once you've gotten a hold of them, let them know, just like you did with us, all the things you've done to alleviate this. This is make sure your process is expedited and you are back in VR quicker!