Can't connect Quest 3 to PC using Quest Link

[uo91]

Dear Meta Community,

I've just received my Quest 3 device. I am using the original USB cable that came with the device. No matter what I try, I am not able to establish a connection to my PC. 

This is how disconnection happens: 
Once I connect USB from PC to Quest 3 either the device gets disconnected instantly (before "allow connection" window), or it gets disconnected right after I allow USB connection on the appearing window. In other words disconnection always happens in first several seconds. There was never a case when I had a working connection.

This is what I mean by "allow connection" window

One interesting thing that I observed: When the cable is connected physically (regardless of connection status) there is a periodic beep sound coming from the Quest device. When I disconnect the cable, the sound stops. Is it normal? What does this periodic sound indicate?

I checked some recommendations and made the following two modifications:

I tried reconnecting the cable and restarting the devices (PC and Quest 3).

I tried also factory reset.

On Oculus phone app, I tried both developer mode on and off.

I installed Oculus desktop app.

I also tried Meta quest developer hub/ android studio.

I am using a laptop: MSI GS63VR 7RF

In the laptop specifications following information is provided:

1x Type-C (USB3.1 Gen2 / DP / Thunderbolt™3)

When Quest is connected to this Type-C port, I can see the charging indicator on the device.

I don't know what else to try. I would appreciate any help.

[Wille.101]

Hey, 

I have the exact same problem when trying to connect my GS63VR 7RF to the Quest 3. I´ve tried the included cable and a third party one, still same result. Would love to hear if you manage to find a solution. 

I should also add that my Quest 3 gets and indication that it´s charging for like 1-2 seconds, then disconnects from charge over and over again.

[MetaQuestSupport]

Hey @uo91! Making sure you're able to enjoy your VR experience to the fullest is a top priority for us, so we'd be glad to lend a hand with PCVR. We truly appreciate you providing all that information and screenshots as well! We did notice that the laptop you are using is a MSI GS63VR 7RF. After taking a deeper look, we can see that the GPU on that laptop is a GeForce GTX 1060. Do you know if you are using the GeForce® GTX 1060 with 6GB or the GeForce® GTX 1060 with 3GB?

[uo91]

Hello, thank you for your reply.

My issue is not related to playing PCVR games through the cable. I just want to be able to use USB cable to be able to transfer files between Quest 3 and PC (e.g. downloading video shot from Quest 3). So, I am not sure that graphics card is relevant to this problem. 

For any case, my graphics card is GTX 1060 6 GB. 

I did another test. I tried to connect Quest 3 to another PC instead of mine in order to understand if problem is caused by my PC. I used macbook air (M1) of my friend. You can find my observations below:

1. With Macbook, "allow USB debug" pop-up didn't appear at all (In the case of my PC, it appeared sometimes with instant disconnect afterwards)
2. In Macbook case, Quest 3 didn't emit periodic sound which I described earlier
3. There were no connection/disconnection notifications in Macbook. Same as on my Windows system.
4. Device was charging on both cases.

[kart]

This sounds like the exact same issue I'm having. I plug my Quest 3 into my PC, it plays the connection sound, starts charging, then disconnects about a second later. From then on it just flickers from being connected to being disconnected.

I've tried connecting it with a couple random USB 3 cables I had, as well as the included cable, and even the official link cable. No luck with any of them, same result every time.

[MetaQuestSupport]

Hello @uo91, thank you so much for clarifying. To get a better understanding of why this is happening, we would appreciate it if you could try another link cable. This will help us eliminate the issue with the link cable. We would also suggest checking the USB ports on the PC. Another step that will help us get to the bottom of this is trying to connect via Air Link. We are also curious to know if you are using an adapter to connect the link cable to the PC.

We look forward to hearing back from you and assisting you further!

[MetaQuestSupport]

Hey there! We are just circling back to you to check and see if you were able to try another Link cable. If that does not fix the issue, feel free to reach out to us anytime for further assistance.

[ilikemarlasinger]

I am colleague of @uo91 . 

Answers to your questions:
we would appreciate it if you could try another link cable
We purchased another USB Type-C cable designed for data transfer, and tested with it. It didn't help. Are you suggesting to purchase another official Quest 3 cable? 

We would also suggest checking the USB ports on the PC
We verified that the port on PC is working. We connected this USB port to a phone and were able to transfer data through this port. Apart from that, we tried connecting the Quest 3 to another PC too, and nothing happened again (described earlier).

Another step that will help us get to the bottom of this is trying to connect via Air Link
Air link is functional.

We are also curious to know if you are using an adapter to connect the link cable to the PC.
No, we are not using adapter. Direct Type-C connection on both sides (PC + Quest 3)

My guess is that it is either firmware or hardware issue on Quest 3 side. 

For firmware case, we did a factory reset, but it didn't seem to help. If there is some special or stronger reset type, please let us know so that we can test. I have a feeling that OS updates don't need to be installed again after factory reset. Please correct me if I am wrong. I am telling this because maybe there was some interruption during previous OS update which broke functionality of USB. 

For HW case, I suppose it may be defect in USB port, problematic PCB trace, or maybe some missing electronics component (e.g. loose capacitor) 

[NeuroMonk]

I have the same issue with newly bought Quest 3. My old Quest 2 works stable with the same PC, the same USB-C port, and USB-C cable. I stuck with this problem for two days already, can't develop my game. 

[NeuroMonk]

Here is USB log, all this events are the same, all about Quest3 disconnection