OS: Windows 11 Quest Model: Quest 2 (more than one) Link Cable: Multiple third party cables made for Quest 2 PC: Multiple PC setups including laptops
Hello,
I'm not necessarily here to ask a question, but I want Meta to be aware of an ongoing issue with the Oculus Software on Windows 11 (I haven't tested on 10).
For the past year(?) I have been experiencing an issue where Quest Link either: fails outright with an error message, displays a black screen with three dots indefinitely, or I get video but no audio despite the audio settings being correct in 1) Oculus Software, 2) Windows, 3) In the game. I have tested on a slew of different devices all running Windows 11 including desktop PC's and laptops. I have also tested several different third party cables, and even with different Quest 2 headsets.
The issue presents itself at seemingly random. Some times it works flawlessly. Most of the time, however, it requires 1) replugging the cable, 2) Restarting Oculus Software, 3) Restarting the PC, 4) Restarting the Quest 2. I change nothing with the configuration of my PC and it will decide to work or not randomly.
I have also tried almost every trick on the internet, including messing with USB power saving settings, changing usb ports, trying new cables, trying new computers with a new Windows install, trying new Quest 2's, etc. and a lot of things I don't remember anymore. Nothing works. As you can imagine, I've spent a lot of time trying to get this to work, even resorting to replacing Quest 2's and trying my family's gaming setups. I am beyond frustrated that my attempts to solve this problem have been futile. I am convinced that the Oculus Software on PC is the culprit and is not working as intended.
I'll be shocked if Meta's engineers are unable to reproduce the issue, because my attempts to get Quest Link to work consistently have failed on a variety of hardware.
Hey everyone! Just wanted to jump in here and note that I'll be locking this thread since it is now pretty old.
If you're currently running into issues with Windows 11 on the Quest Link software, I do suggest reaching out to @MetaQuestSupport through PM or with a support ticket. This way they'll be able to get a look into your logs and make sure everything on the backend looks good.
Alternatively you can also create a new post within the Get Help boards.
Hi, @austint30! Thank you for reaching out to bring this issue with connecting your headset to your PC to our attention! So many users enjoy this engaging PC VR feature and we don't want you to have to miss out, so we're glad to help get to the bottom of this problem! To start with, we noticed you had mentioned using a third-party cable, so we do want to clarify, were you able to try using a first-party cable at all to see if this issue persists? The Quest Link Cable is the one we recommend at this current time, as we can verify it is capable to support the link connection. We've also thoroughly tested the Anker Link cable as well and can suggest using that as well for best effect.
By the way, could you please try the following troubleshooting steps, if you haven't already:
And a third cable that I no longer have and don't remember the brand. iirc it was one of the highest rated cables advertised for Quest 2 on Amazon at the time.
All three had the same issue I described in my post.
I don't have a first party cable as it is very overpriced, and the other third party cables were well rated for Quest 2 usage. I might look at getting the Anker cable, but that one is quite pricey as well.
If I buy the Anker cable, I'll let you know if I experience the issue again. But, I still find it odd that those three highly rated cables of different manufacturers all experienced identical issues. Leads me to believe that the cable isn't the issue.
As for the troubleshooting steps, I can verify that
1) All PCs tested with latest Nvidia GPU driver
2) PC's that I've tested meet requirements
3) All PC's have Windows Defender on default settings
4) Tried removing all USBs except for link. (Issue still persists)
Also, would it be possible to get an error log if this issue happens again? Where would I find that error log?
Hello, hello! Thanks for reaching back out with these updates! We really appreciate you specifying those third-party cables you've been trying for reference, as well. As mentioned, at this time, we do recommend using either the Quest Link cable or the Anker Link cable for the best effect however, since many factors go into PC VR gaming, let's focus on further pinpointing possible causes of this Link connection issue you're reporting. First I did want to share with you the steps for gathering your logs for the Oculus/Rift software, which can be found right here for reference. Let us know if you need any further assistance with that and we can certainly help!
And, as the next step, could you please try uninstalling then reinstalling the Oculus desktop app using these steps:
Disconnect the Rift/Link cable from the computer
Disconnect your computer from the internet
Backup any necessary content
You can find steps on how to do so by clicking here.
Reboot into Safe Mode
You can find steps on how to do so by clicking here.
Uninstall the Oculus PC app using the Control Panel
You can find steps on how to do so by clicking here.
Delete all Oculus folders from the following folder:
C:\Program Files
Remove any Oculus folders from the following locations:
C:\Users\YourUserProfile\AppData
C:\Users\YourUserProfile\AppData\Local
C:\Users\YourUserProfile\AppData\LocalLow
C:\Users\YourUserProfile\AppData\Roaming
C:\OculusSetup-DownloadCache
Note: The AppData folder is usually hidden. Use these steps to access AppData.
Press Windows key + R to launch the Run dialog window.
Type %AppData% in the Run box and click OK or press Enter
File Explorer will launch to the AppData\Roaming subfolder.
Click AppData in the File Explorer address bar to show all three subfolders in the AppData location.
Restart your computer in normal mode
Reconnect your computer to the internet
Install the Oculus PC app again using the setup tool from our website here
Reconnect the Rift/Link cable and re-test the headset
Please keep us updated on your results from these steps and we'll be able to move forward from there!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Thank you for letting me know where the log files are. I just now made some attempts to start Oculus Link.
The first two times were successful, it worked as expected. Then I have tried to start Link about 5 more times and was left with the three dots indefinitely.
I have attached all of the log files in AppData/Local/Oculus from two time brackets: one from 8/27 16:44 and the other 8/27 16:50.
The first time bracket was within Quest Link worked as expected. The second time bracket was within when it failed.
I have no idea what I'm looking at in these logs. Hopefully it will be helpful to you.
Unfortunately it won't let me upload the zip file, so here is a Google Drive link. If you can't access it please let me know.
Hey there, @austint30! Thanks for getting back to us with those results! We won't be able to open that Google Drive document on our side due to the permissions associated with it, but no worries! Since you've been pretty thorough with those troubleshooting steps, we'd like to take a more in-depth look into your issue. Go ahead and reach out to us through PMs and we can move forward from there. You can select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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 look forward to hearing from you!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I have the exact same problem, except have never been able to get oclulus link running. Chat teams have been unsuccessful on multiple attempts. Did you figure out the solution?
I haven't. The Meta Support team weren't much help. I kinda gave up. Since my Quest 2 is only used for PCVR on a PC dedicated to VR, as long as I keep Link turned on and the Oculus Software running the connection problem doesn't happen. This doesn't mean the problem is solved, however. I just stopped trying to deal with it and leave it connected at all times.
As expensive as this stuff is it sure doesn’t work well. At all. And the more I look in to this issue the support team is just absolutely useless. They already have your money they could not care less. Really expected more from meta. Just a thread full of general googled tech support answers. Pathetic.
Got the same problem and all the stuff I checked and I recently re downloaded the ouclus app and ect and I have a cord that is recommended but I still am stuck on the infinite 3 dots screen any thing else to help?
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