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For the love of God please help me with PCVR - I've done everything including replacement headset

mmw2753
Honored Guest

With Quest Link I get stuck on the black loading screen with white Meta logo and white dots every single time and it never loads. SteamVR crashes every time when I try to use ALVR for wired mode. Really desperate for help here, it worked fine for almost 2 months from October to December 2024.

 

80+ emails with support who all seem to be bots telling me to unplug and replug

20+ different agents and never seeing the same name twice

3 different cables: Official Meta Link cable, Dell USB-C docking station cable, and third party USB-A cable. All of them used to work fine

2 different headsets - got a replacement and it didn't help at all

I am on the PTC Beta and that hasn't helped

Sent numerous logs to support with no concrete help

Uninstall and reinstalled Oculus software, Steam Software, ALVR software many times

GPU drivers up to date

USB drivers up to date

Installed Windows OS FRESH on a separate hard drive and still no help

 

 

PC specs:

Intel I7 12700kf ("f" = no integrated graphics)

Nvidia 4070 Ti Super

32 GB RAM

Everything installed on M2 drive

12 REPLIES 12

MetaQuestSupport
Community Manager
Community Manager

Hi mmw2753,

 

We totally get that it's frustrating when things aren't moving quickly. 

If you could please share the ticket number for your email conversation, we'd be happy to take a closer look and help you out!



Best wishes,
Meta Quest Support

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

07721922 or 07905837 I think they were merged as a result of multiple chat instances and email threads between my first headset and second headset. I'm not sure what number is showing as active but this is garbage. You guys owe me either a working PCVR or my money back, this is unacceptably long. I even filed a complaint with the California Attorney General.

Thanks for that!

 

Please allow us some time to look over your case. We will be right back!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hi mmw2753

We have looked over your transcripts and what we can deduce is you are seeking a refund for your device and software purchased for it, is that correct?

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Yes, as a last resort. I have tried everything you guys have recommended short of a second PC which is not an option for me. My specs far exceed the minimums, I've done factory resets, driver updates, beta programs, 3 different cords, 2 different headsets, and sent many logs. It's too late and too long, I genuinely really like the hardware but I only do PCVR with my sim racing rig and have no interest in standalone mode since I don't play any of the games. A refund is the only thing left at this point. 

It sounds like you've had a tough time with this. We’d love to help you out, but we'll need a bit more information to get to the bottom of the issue.

Could you please let us know:

 

  • What exactly does the issue entail?
  • When did it start happening?
  • Did you do anything specific with your headset that might have caused it?
  • What troubleshooting steps have you already tried?
  • Have any of those steps worked for you, even a little bit?

We know this is quite detailed, but the more info you provide, the better we can assist you! Thanks for your patience, and we're here to support you every step of the way.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Honestly I feel very unappreciated and undervalued as a customer right now. I have thoroughly documented the issue, when it started happening, and what troubleshooting steps I have tried. Yet every time, the support agent is a new support agent and asks me to describe all of these issues again. The customer service really is a joke. 

However, I really want to reach a resolution of a refund so I will appease you once again.

  • What exactly does the issue entail?
    • The issue is that both wired Quest Link and Air Link do not work, not even at all. It reaches the black screen with the white Meta logo and 3 flashing dots and then gets stuck. It never loads past that.
    • The Meta Quest PC app says "Connected and Active" and the USB test succeeds every time with 2.4-2.8 Gbps results. But it just never connects to the actual desktop, it gets stuck on the black screen.
    • When I used wired mode, and I abort the attempt to connect, the Meta Quest PC app says that the headset has 0% battery. Meanwhile, the headset says it has 100% battery (it does). This is pretty consistent. 
  • When did it start happening?
    • It started happening on December 26th, 2024. I was able to successfully use Quest Link between when I got the headset in October 2024 and December 26th, 2024. Nothing changed in my PC configuration. I have the same CPU, GPU, RAM, etc. as I did. I have always been on Windows 11.
  • Did you do anything specific with your headset that might have caused it?
    • No, and in fact I was given a replacement headset to confirm it was not the headset hardware causing the issue. The headsets both worked fine in standalone mode (which again, has zero value to me).
  • What troubleshooting steps have you already tried?
    • "unplug and replug"
    • "turn off and turn on the headset"
    • "restart the computer"
    • "try a different USB port"
    • "use the official Meta Link USB-C cable"
    • "use a third party USB-C cable"
    • "use a third party USB-A cable"
    • "update your USB driver"
    • "update your GPU driver"
    • "use an older GPU driver"
    • "update motherboard BIOS"
    • "start in safe mode"
    • "join Public Test Channel and use beta software version"
    • "factory reset headset"
    • "reinstall Windows OS"
    • "uninstall all other VR software"
    • "do not plug in any other USB devices other than mouse, keyboard, and headset"
    • "get a replacement headset"
    • "send logs using Oculus log tool"
    • "uninstall all Oculus software and delete remaining folders/files in AppData and reinstall"
    • "use USBDeview to uninstall all old USB devices that could be causing conflicts"
  • Have any of those steps worked for you, even a little bit?
    • Literally ZERO improvement. Still stuck on the black loading screen with Quest Link and Air Link.

I feel like I have been acting in good faith and been very patient for over 6 weeks to get my headset to work and you guys keep telling me to go back to step 1 every single time and explain the problem again and then start troubleshooting from the most basic steps. This is not acceptable and I need a level of customer service that will actually fix the problem. I'm happy to try whatever but I need specific, and new, instructions to follow. 

After all of these trials and troubleshooting including sending my headset back and receiving a replacement, I think it is due time for a cash refund. I am entitled to either a fix or a refund per the Song-Beverly Warranty Act.

Also, I don't have any VPN software, antivirus software, or firewall software other than the Windows Defender. I've disabled its firewall and antivirus and it did not help. 

TomCgcmfc
MVP
MVP

@mmw2753  Mate I really feel your pain.  With your fairly powerful PC (Desktop right?) you should expect very good PCVR result using a decent usb3 Link cable, esp. since you say the meta-link device/usb speed test results in showing at least 2.4Gbps.  I use the official link cable connected to my z790mb usb3.2 gen2 type-c port and get 2.4Gbps with the speed test.

Unless you still have a Q3 hardware issue I suspect there may be something wrong with your overall meta/win11/nvidia setup/settings.  I'll try to give you some suggestions on all these, based on what works very well for me right now.  I have a bit more powerful desktop PC (i913900k/rtx4090) so I'll try to modify some of these for you but, in general, you should be able to use pretty well the same.

First of all, make sure you are not enrolled into the Quest PTC (pubilc test channel = beta) on either your Q3 or meta-link pc app (likewise for SteamVR btw).  The current PTC v74 is a bit of a dog's breakfast right now.  Just make sure you're on the latest v72 on both and you should be good to go.  You may want to consider doing a Q3 factory reset and also download the meta-link pc app from the meta support website and run a Repair.  Both those things can fix a lot of issues imho.

With meta-link PC app set device graphics settings to 80Hz refresh rate with the res slider full right. Also, go to the settings/general tab and select Oculus as your default OpenXR runtime.  Lastly, disconnect any unnecessary usb devices so you don't run out of usb bandwidth.  I don't see any differences between 80 and 90Hz refresh rates but if you do, try 90Hz with the res slider backed off 2-3 notches to the left of full right (~1.3x).  Just avoid 120Hz refresh rates to start off with imho.  

With Oculus Debug Tool, try enabling/using 900mbps Max Dynamic bitrate. This is quite different than what we normally use so you'll need to set things differently on ODT as well.  I've found that using/enabling dynamic encoding bitrates since v72 works very well. This will then automatically set a bitrate based on your PC capability.   With my PC I've found that this normally ends up using 700-750mbps encoding bitrate. Here's the ODT file I use;

TomCgcmfc_0-1738910866844.png

I use the same ODT settings with Air Link and usually see 200-230mbps bitrate btw.

You'll often find that ASW modes will reset to defaults when you restart everything. I use the Oculus Tray Tool (OTT) game profiles to set this (and super sampling) but you can also do this manually with keyboard commands. Unless you have a full understanding of how OTT works you ay be better off avoiding using it right now.

In the case of ASW mode you can do these on the fly and this is very easy to do. If your keyboard has a numeric keypad (most modern keyboards have this located on the right side of your main keyboard) then you don’t even need to edit the ODT value (leave it at whatever it already is, usually Auto) and you can then use keyboard commands to change between ASW modes any time you like, including while actually running the app in VR. You can do this as many times as you like so you can monitor which seems to work best for you. With Link and Air Link (BTW but this doesn’t work with Virtual Desktop because it doesn't have the official Oculus runtimes, just their version of it) these are the keyboard commands;

Ctrl+num1 (numeric keyboard 1, not top row 1) = asw disabled
Ctrl+num2 = forced 45fps, asw disabled (actually ½ your refresh rate. So in my case, 80Hz = forced 40fps)
Ctrl+num3 = forced 45fps, asw enabled (again actually ½ your refresh rate)
Ctrl+num4 = asw auto (= default)

You can try these out on the fly to see what works best for you.

I suggest you try using the nvidia 560.94 driver because I think this is the most stable one out there right now.  I use DDU using in safe mode to properly uninstall previous drivers beforehand (google how to do this).  For Nvidia Control Panel global 3D settings I suggest you start off with everything at defaults except Power = prefer max performance, and below that setting Texture Quality change the Quality default to High Performance (this buys a few exrta fps without any loss in clarity).

Win11 graphics settings set hardware acceleration graphics (HAGS) = Disabled (this is enabled by default with win11 btw), and turn Game Mode = OFF.

All I can suggest right now mate. Give ALL of these a go (not just some of them) and see how you go. Feel free to report back and/or ask any questions. Good luck mate and cheers.

Edit; Also make sure you are not overclocking your cpu/gpu ot have any silly 3rd party so-called optimization apps.  Some virus/malware checkers can cause problems so try to stick with the stock windows defender (and maybe do a scan or two).  You may also want to check your win11 system file by running the windows system file checker (sfc/ scannow).  google how to this.

i9 13900K water cooled, RTX4090, Z790 MB w/wifi6e, 32Gb 6400 ram, 2x2TB SSD, 1000W PSU, Win 11, QPro, Q3, w/Link and Air Link, Vive Pro1 with 2x2.0 base stations, Etsy lens mod and Index Controllers
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