Constant log out loop in Meta Quest Remote Desktop

[postlund]

After logging into the Meta Quest Remote Desktop app, I get automatically thrown back to the login prompt again after about 10-15s. This is on one of my Windows 10 computers (another one I have works fine). I can see this in the logs:

[info][Morstan][2024-02-26T11:16:21.672Z] ["Identity GK received: true"]
[info][Morstan][2024-02-26T11:16:21.814Z] ["MMA login enabled GK received: true"]
[info][Morstan][2024-02-26T11:16:22.038Z] ["Init: Update Token"]
[info][Morstan][2024-02-26T11:16:22.068Z] ["initializing ipc client..."]
[info][Morstan][2024-02-26T11:16:22.068Z] ["Initializing Remote Desktop Server..."]
[info][Morstan][2024-02-26T11:16:22.068Z] ["SettingsPanel settings updated",{"AllowReleaseChannelSelection":false,"AutoAuthAllowed":false,"AutoStartWatson":true,"IsMMACheckpointed":false,"ReleaseChannel":"LIVE","UserAutoAuth":true}]
[info][Morstan][2024-02-26T11:16:22.069Z] ["Xr2ds server status updated: \"DISCONNECTED\""]
[info][Morstan][2024-02-26T11:16:22.069Z] ["Attempting to start RTC server..."]
[info][Morstan][2024-02-26T11:16:22.078Z] ["getStatus response: ","DISCONNECTED","Server is in its initial disconnected state"]
[error][Morstan][2024-02-26T11:16:22.267Z] ["ERROR: Server (RTC) failed to start with Xr2ds error: UNSUPPORTED"]
[info][Morstan][2024-02-26T11:16:22.267Z] ["Xr2ds startResponseCode: UNSUPPORTED"]
[info][Morstan][2024-02-26T11:16:22.268Z] ["sendTelemetryEvent event: ","{\"eventType\":\"LOGIN\",\"step\":\"START_SERVER_WITH_TOKEN\",\"status\":\"MQRD_GENERAL_ERROR\",\"eventTimeMs\":1708946182268}"]
[info][Morstan][2024-02-26T11:16:22.268Z] ["sendTelemetryEvent successful"]
[info][Morstan][2024-02-26T11:16:25.079Z] ["getStatus response: ","DISCONNECTED","Server is in its initial disconnected state"]
[info][Morstan][2024-02-26T11:16:28.081Z] ["getStatus response: ","DISCONNECTED","Server is in its initial disconnected state"]
[info][Morstan][2024-02-26T11:16:31.084Z] ["getStatus response: ","DISCONNECTED","Server is in its initial disconnected state"]
[info][Morstan][2024-02-26T11:16:32.068Z] ["Initializing Remote Desktop Server..."]
[info][Morstan][2024-02-26T11:16:32.069Z] ["Attempting to start RTC server..."]
[error][Morstan][2024-02-26T11:16:32.256Z] ["ERROR: Server (RTC) failed to start with Xr2ds error: UNSUPPORTED"]
[info][Morstan][2024-02-26T11:16:32.257Z] ["Xr2ds startResponseCode: UNSUPPORTED"]
[info][Morstan][2024-02-26T11:16:32.257Z] ["sendTelemetryEvent event: ","{\"eventType\":\"LOGIN\",\"step\":\"START_SERVER_WITH_TOKEN\",\"status\":\"MQRD_GENERAL_ERROR\",\"eventTimeMs\":1708946192257}"]
[info][Morstan][2024-02-26T11:16:32.258Z] ["sendTelemetryEvent successful"]
[info][Morstan][2024-02-26T11:16:34.086Z] ["getStatus response: ","DISCONNECTED","Server is in its initial disconnected state"]
[info][Morstan][2024-02-26T11:16:37.088Z] ["Initialization failed. Waiting for server initialization timed out. Logging out..."]
[info][Morstan][2024-02-26T11:16:37.089Z] ["Failed to verify login: Error: Waiting for server initialization timed out"]

Not sure what to do next. Any ideas?

[MetaQuestSupport]

Hi there, @postlund. Being able to use your remote desktop is certainly a valuable part of the PCVR experience. We want our users to be able to enter the VR world however they choose to. With that being said, we do have a few things for you to try out.
 

• Reboot the headset.
• Repair the Meta Quest PC app.
  • Instructions can be found here.
• Reboot the PC.

Please give these steps a try and keep us posted on your progress. If the issue is still ongoing, please let us know so we can assist you further. We appreciate your time and hope to hear from you soon!

[postlund]

Hi and thank you for the reply! I have done all of these steps several times and it makes no difference unfortunately. Any other ideas to try out?

[MetaQuestSupport]

Hey there, @postlund! Thank you for that speedy update. First, we'd like to say great job on trying to get this resolved on your own. We always appreciate that. We'd like to ask you what other troubleshooting you've tried, just so we don't have you wasting time on something you've already done. We appreciate you working with us, and we want to get this resolved for you ASAP. 

[postlund]

Thanks for quick reply! 👍

What I have tried so far is re-installing the application by running the installer again, removing and then re-installing (rebooting computer between each attempt). I have tried in the headset both times and even restarted, but since the Remote Desktop Application just throws me back to the login prompt I don't see much relevance of testing with the headset right now. I have also disconnected my Cisco AnyConnect VPN so I don't have any VPN running. As this is a corporate computer, there might be policies in play here that I cannot affect myself (I am admin on my machine, but some settings are locked to me on global level). That might be possible to fix if I ask IT, but I need to specific about what to change. Any ideas on what to try next? I'm open for any ideas.

[MetaQuestSupport]

Hi again, @postlund! Thanks so much for confirming and providing these additional details. We sincerely apologize for the delay in our reply. 

All the steps you've already completed are wonderful. Next, we recommend attempting a clean reinstall. Below, we've listed the steps to follow:

1. Disconnect the Rift/Link cable from the computer.
2. Disconnect your computer from the internet.
3. Backup any necessary content. You can find steps on how to do so by clicking here.
4. Reboot into Safe Mode. You can find steps on how to do so by clicking here.
5. Uninstall the Oculus PC app using the Control Panel. You can find steps on how to do so by clicking here.
6. Delete all Oculus folders from the following folder: C:\Program Files
7. Remove any Oculus folders from the following locations:
   1. C:\Users\YourUserProfile\AppData
   2. C:\Users\YourUserProfile\AppData\Local
   3. C:\Users\YourUserProfile\AppData\LocalLow
   4. C:\Users\YourUserProfile\AppData\Roaming
   5. C:\OculusSetup-DownloadCache
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 let us know how this goes and we'll gather our next steps! 

[MetaQuestSupport]

Hi again! We're following up to see if the clean reinstall helped. Please feel free to reach out at anytime, and we'll be here to assist!

[postlund]

I'm out of work this week, will get back to you being off next week! 👍

[MetaQuestSupport]

Thanks for letting us know! We'll be here for you whenever you're ready!

[MetaQuestSupport]

Hey, hey @postlund! We're checking in to make sure you've been able to get Remote Desktop working as normal, or if you've run into any further trouble with that at all. We'd like to make sure everything went smoothly for you along the way, so please don't hesitate to reach back out as your schedule allows!