PC VR - Unable to find PC on headset

[Manuel0624]

Hello,

Our company has a nursing VR app on applab. One of our clients is trying to use our app in PC VR (i.e. Quest 3 tethered to their computer). However, they cannot seem to pair the PC to the headset. It just stays loading on the 'Searching for PC's...' screen and the 'Launch' button does not light up:

This occurs both when connecting the Quest 3 to the computer using a USB-C cable but also when enabling Air Link. They also tried the following troubleshooting:

-Confirmed that both the headset and computer are connected to the same network

-Bluetooth is enabled on the computer

-Meta Quest Link app is installed on the computer and they were able to log into it

-Meta Quest drivers have been updated

Is it possible they might be missing something? For example, it is not clear to me if they are logged into the same Meta account on Meta Quest Link as they are on the headset - so could this be a potential reason? 

Thank you again.

[MetaQuestSupport]

Hello Manuel0624,

Thank you for contacting us, we can see that your client is experiencing some issues when it comes to connecting the headset to the computer and we are more than happy to see if we can resolve this so that they are able to connect to the computer.

The Link should work with other computers and different accounts, so this should not be a problem if they are not using the same account.

Here are a couple things that we would like to try first:

1. Ensure all cables are properly plugged into the PC in the right ports. (if applicable)
2. Confirm that the customer's PC meets the minimum requirements and system recommendations.
3. Have them whitelist the Meta Quest Link app in their antivirus/firewall program.

Let's start with these, and if there are still problems, please send us a private message so we can continue troubleshooting. Please select our name to get to our profile page, or click here. From there, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We're eager to hear from you! 

[MetaQuestSupport]

Hi again! We just wanted to pop back in and let you know our PMs are always open and you can reach back out anytime if you're still in need of assistance!

Hope to hear from you soon. 

[Manuel0624]

Hi all, thank you for letting me know. I will reach out to the client now, and ask them to try the advice you shared with me. If the problem persists, I will send a private message. Thank you again.

[MetaQuestSupport]

Thank you for your quick response and clarification. Please feel free to contact us again when you need further support related to the Meta Quest software and hardware issues. You can send us private message by selecting our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

We look forward to your reply and thank you in advance for your understanding. We wish you have a nice day!