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My CV1 is dead.... 3 days in!

mr2daj
Adventurer
my rift was working perfectly for days and now nothing... no errors, says it is connected but it just does not work any more. Tried to set it up again but the remote is not connected and if i skip that the sensor does not see the rift.

any ideas?
48 REPLIES 48

mr2daj
Adventurer
another couple of days go past and still not heard a thing. Where do I go next?

GoldenRetroGames
Heroic Explorer
Good luck getting a replacement cable.  Been waiting 3 weeks for mine so far.

mr2daj
Adventurer
I just want to send it all back now. Im not f%&King around anymore. Im seriously tempted to contact my credit card company to start proceedings and get my money back. 

mr2daj
Adventurer
11 days in and I finally got my "Based
on all the information you provided, we'd like to get your specific Rift back
for further review and get a new one sent out to you." email.

At least something is now happening and it is being sorted now. should get my return shipping label in the next 24hrs. fingers crossed!

Jackjps
Protege

After reading everyone's post, and having the same issues, I thought I would share my research and hypothesis here. I could trace my issue to a slight tug on the headset cable while playing. I went through all the troubleshooting, including a different computer.

I suspected the tug on the cable was the most obvious cause. As I was performing a detailed and step by step troubleshooting on my system and changing USB ports, I noticed a very slight bend in the USB Type A connection of the Rift headset cable. A damaged cable may eventually happen to us all unless, a pet gets to it first.

I started to research the cable manufacturer, Spectra7. Palmer Luckey was correct when he stated, "Cables are going to be a major obstacle in the VR industry..." but in more ways than he may have expected. Inside the USB Type A connector, sits a micro circuit board manufactured by Spectra7. If you go to their website and click on Chips, you will see many variations of the micro circuit boards that are attached to the USB connection. There is  very delicate wiring connection to this small board (VR7050). http://www.spectra7.com/vr7050 (Pics below but, cannot verify they are Oculus).

If any of the very small soldered connections wires are jarred loose, it will impact the Rift and render it inop (anyone wanting to test this theory, unplug your headset USB and you will find the symptoms are identical to the majority of the problems mentioned in other areas.

I believe a major portion of the problems I see reported are from faulty/loose/disconnected wiring connections either in manufacturing, shipping or, more likely, what happens by the end user under a constant (or one time) tugging and pulling on the cable while using the rift that breaks these fragile connections.

Even though Spectra7 beefed up and reinforced their USB/HDMI connections at the terminal end, I don't believe it was enough. I also believe Oculus should make a major "caution" to users to be acutely aware of any possible pulling at the terminal end of the Rift cable. If it does not damage your cable, it can damage your computer USB/HDMI receptacle.

Nonetheless, one may determine from the posts here, on reddit, and many other forums, that their are a host of issues with this cable.

Since the cable is proprietary and certainly must be expensive, I believe the reason for lack of customer support or communication may be because this issue with the cable is the Achilles heal of the system. I do not think anyone anticipated the very fragile and delicate connections in this cable to fail so often. My thoughts are there are not enough replacement cables to address everyone's issues. http://www.vrcircle.com/post/oculus-rift-replacement-hdmi-cable

Personally, I don't want to believe that the employees and customer support in particular, of Oculus would purposely ignore their customers without guidance from above. It's just not good for job security to see so many customers complaining and not be able to reply or address them directly through email. Some information is better than none.

It's been over 2 weeks since I contacted Oculus with no response. I just hope we can get back up again soon.

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mr2daj
Adventurer
Just an update to say I still dont have a working rift. this is the last reply... 

(Oculus Support)


Jul
25, 2:18 PM PDT



Hey
Dan,


I
want you to know that I really appreciate your patience with this entire process
so far. I understand this is not the best experience and I'm doing my best to
try and get this made up for you. This is not a normal replacement experience
and a replacement should not take this long and do not take this long currently.
There was an anomaly that caused this issue and our team is working to correct
it. Even though there seems to be no movement between our emails I assure you we
are doing a lot of stuff internally to try and correct this for you. I have been
escalating to absolutely everyone I possibly can to get this taken care of or
expedited and explore any alternatives to get this out faster and have your
specific ticket as a top priority over all of my other customers. You should be
able to leave a complaint on my CSAT, but you should know I have made your
complaint clear to some of the highest possible support members in the company.
I will be following up with you when I hear back with more information and let
you know the current details. You should not expect to have a similar experience
from Oculus in the future as this just happened to be a very rare circumstance
you encountered. I can't apologize enough on behalf of the company for the
issues with the processing of a replacement at the warehouse. I hope you can
continue to do business with us in the future and I think you will really enjoy
our future products and services.




The guy who is now dealing with it has been brilliant to be fair. I just want a working unit now. Its a p£ss take! If the case has been taken so highly then someone must have the authority to just have a new unit sent out!

cybereality
Grand Champion
@mr2daj It looks like Oculus Support just responded to you, so you should be all set. If you are still experiencing problems, please feel free to reach out to me via PM. Thanks.
AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV

mr2daj
Adventurer
@cybereality responding is now not the problem. George responds very quickly but still cant seem to get the problem sorted for me no matter how high he escalates it.  Its not the staff... its the system!

Jackjps
Protege
Hang in there mr2daj, I too, got frustrated, especially when we've had it, love it, find that it was worth the wait, it makes it hard to wait any longer. My patience was wearing, then I realized why? For all the above reasons. We knew we were getting cutting edge, mass production, on the front line, phenomenal technology. But, this is part of working the kinks out. I was eventually helped, and very professionally all along the way. It will be worth the wait again! Just think what the technology is going to be next year, and the year after that. It will be like going from black and white TV (for me, that is) to color TV. Hope you get back up soon.
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