06-30-202405:35 AM - last edited on 07-01-202407:54 PM by LaserDisk
Quest Support Case Number: 06959019
Quest 3 (512 GB)
MFG Date 02-2024
Hello,
I emailed you last week and did not get a reply. So I emailed you again. Now I am posting here. This problem has been going on for two months and now and I am looking to see where we are at. The position I am in now is that the Quest 3 does not connect to the PC at all using three different wires. I have taken the steps to do a total re-install from zero, for the second time, what you call from Pamela. This included disconnecting from the internet and disconnecting the Quest 3 and uninstalling all Oculus software steps. After all these steps I installed software update v66. The results are that I get the notification that “We can’t find your headset”, while trying to use the cable. Using Airlink it connects but is unusable with 5G connection.
Windows 10 does not see the Quest 3 using either of the three Meta wires I have. So, what do we do now? Is this a driver problem? If so, are you working on a fix? Do we replace the unit? Let me know!
The last email I receive stated '"I will be consulting with our team to explore alternative approaches that may offer a solution for you.". That was a month ago. If there is a technical problem, let me know. I will wait another month. For now all I can do is use it as a book end. LOL. Hope you appreciate the humor.
Hi @Virago54, thank you for reaching out to us and bringing this to our attention! We understand the importance of finding a solution for Quest Link connectivity issues, and we appreciate your proactiveness in attempting troubleshooting. With that said, though our support team prioritizes ensuring your case is thoroughly reviewed, we went ahead and pinged the handling agent and informed them you had reached out here.
While waiting to hear further updates, to answer your great questions and provide additional troubleshooting, we ask that you try the following:
Ensure all connections to the PC are secure
Ensure you're using a USB 3.0 port
Try disconnecting the headset cable from both the PC and the headset to ensure no damage to the cable (Twists, Kinks, Frays, Bent Pins, etc.)
Try removing any USB splitters/ext.
Try the headset on another PC (If possible)
We truly appreciate your patience and completely understand your desire to quickly resolve this. We hope this provides additional help to your concerns.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I am replying because I am having the exact same problem. I have done literally everything that has been recommended by anyone online that I could find. Even bought an official cable, yet still the same **bleep**, windows can not find the headset and nothing shows when running adb devices.
Its actually **bleep**ing disgraceful that meta has been so silent on this, I can see so many people are affected by it yet complete radio silence apart from the usual absolutely insulting shortlist of tips their staff normally spout off hoping that the person will give up and shut up.
Im returning my headset as its been in this broken state for so long now. There is not even a way to downgrade to previous versions, they put out **bleep**ed software because they are incompetent for a company their size and you are left with an effectively expensive headband with no recourse.
Hello, @Biqi_is_me. Being able to use your headset to its fullest potential is something we want for all of our users. We also know how important PCVR is to our users who utilize it, and we're always happy to try and help get you back in the PCVR world. We truly understand and value your feedback, and if the support you have gotten before was inconsistent, we're definitely here to change that. With that being said, due to some of the troubleshooting we may need to do, we ask that you please send us a private message. To do so, please select 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 hope to hear back from you ASAP.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
This looks like the most bull**bleep** auto response ever that is probably there to deflect and reduce outcry - just like i mentioned.
Incase it is not and there is genuinely a knowledgable and caring human behind it I have sent a DM, so message back and work with me on fixing this so the mass of customers you have been ignoring can finally use their headset again.
@Virago54 and @Biqi_is_me Sorry but I don't know why you are having these issues with Link. While not my main gaming PC, I've recently tested and found that I can connect and use both my Q2 and Q3 (both v66) with my +5yo win10 Alienware 17r4 laptop (i77700h/gtx1060 6Gb/32Gb 2400ram). Using an inexpensive Kuject powered link cable (from Amazon), connected to a usb3 type-a port on the laptop, the meta-link pc app device usb speed test reports 2.2Gbps.
The PCVR results are not all that great, and I need to dial down the meta-link device graphics settings to 72Hz refresh rate and res slider to 1.2x, plus ODT encoding bitrate to 350mbps. But, at least most simple VR games are playable. To be honest, with low end PC's like this you are better off sticking to Standalone VR imho.
If you want to try to resolve your issues I suggest you contact meta support and include your log files.
I hope you both manage to resolve your issues. Good luck mates and cheers.
Good luck mates and cheers.
i9 13900K water cooled, RTX4090, Z790 MB w/wifi6e, 64Gb 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
@Biqi_is_me Thank you so much for reaching out to us privately. As soon as possible, one of our agents will be addressing your message, so please keep an eye out there for updates!
@TomCgcmfc We appreciate the information that you provided about getting your devices running on an alternate device! What you said about the log files is very true! We encourage anyone experiencing issues to reach out to our support team, so we can gather logs and take a closer look into the issue they're reporting!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
