RIFT - Hardware Headset issue? - Ticket Opened, any advice?

[MitchripHamRacn]

Meta Store Support (1/25/2024, 9:43:46 AM): Thanks for contacting Meta Store Support! We’re here to make sure you get the help you need.
Meta Store Support (1/25/2024, 9:43:47 AM): We can help answer your questions. Please don't send any of your sensitive personal information, like credit card numbers, in this chat. Do not refresh this page as it could interrupt your session.
Paulina (1/25/2024, 9:44:45 AM): Hi, Mitch! Thank you for contacting Meta Store Support. Please take note of your support ticket #06667964 I hope you are doing great. My name is Paulina, please do not close or switch from your current browser tab during this chat session, as it will disconnect us.
Mitch (1/25/2024, 9:45:14 AM): okay, thanks
Paulina (1/25/2024, 9:45:31 AM): I can see that you're contacting us in regards to your Rift S getting error message on set up, is that right?
Mitch (1/25/2024, 9:46:12 AM): I believe it's just a RIFT, the headset model number is HM-A
Paulina (1/25/2024, 9:46:56 AM): Oh I see. Sorry for that. Thank you for confirming and for bringing this up to our attention. I can truly see the importance of this set up issue to be looked into. No worries, we'll go ahead check on this further.
Mitch (1/25/2024, 9:47:11 AM): Thank you, Paulina
Paulina (1/25/2024, 9:47:57 AM): And you've verified that cables are good with no dents or something on them, right?
Mitch (1/25/2024, 9:49:04 AM): immaculate shape and condition, the program itself even shows green for the HDMI and the USB3, but says there is a hardware problem.
Paulina (1/25/2024, 9:50:17 AM): I see. You were able to use this before right?
Mitch (1/25/2024, 9:51:06 AM): I have used it in the past, and have always put it away in it's original packaging and condition
Mitch (1/25/2024, 9:51:25 AM): I even used to use it for iRacing.
Paulina (1/25/2024, 9:52:30 AM): I see.
Paulina (1/25/2024, 9:52:49 AM): May I request a Meta Quest log file? You may provide the Meta Quest log file by following the below steps:

1. Open the Run window (Windows key + R).
2. Enter and run: C:\Program Files\Oculus\Support\oculus-diagnostics\OculusLogGatherer.exe
• The above link is the default directory. Bear in mind that if you installed the Oculus PC app to another drive you will need to update the command with the correct file path.
3. Select the checkbox next to ‘Full logs’.
4. Select "1 day" from the "Collect last" drop down list.
5. Wait for the log collection to finish. This can take some time to complete.
6. The program will automatically generate a zip file containing your logs, which will be saved to your desktop automatically.
7. Attach the newly created zip file to your next support response.

Once you provide the Meta Quest log file, I will be able to check on this further.
Mitch (1/25/2024, 9:55:37 AM): how do I attach zip file here
Paulina (1/25/2024, 9:57:57 AM): Let me request a file.
Mitch (1/25/2024, 9:58:48 AM): it says file must be under 5mb
Paulina (1/25/2024, 10:00:25 AM): I see. That's weird that it's not going through.
Mitch (1/25/2024, 10:00:57 AM): I can unzip and send files independently
Paulina (1/25/2024, 10:01:23 AM): Is it okay if we have this convert into email and continue this in there where you can attached the file?
Mitch (1/25/2024, 10:01:37 AM): absolutely. please email me
Mitch (1/25/2024, 10:01:45 AM): mitchrip@yahoo.com
Paulina (1/25/2024, 10:02:18 AM): Sure. I'll send you an email after this chat.
Paulina (1/25/2024, 10:02:41 AM): Apart from this, would there be anything else I can assist you with?
Mitch (1/25/2024, 10:03:31 AM): Just trying to get this headset working again is all
Paulina (1/25/2024, 10:04:02 AM): I hear you. If that is all for me today, I will conclude this chat now and will send an email in a few. If you have any further concerns or questions, please do not hesitate to reach out to us. We are always here to assist you as you can always contact us 24/7.

Thank you for contacting Meta Store Support!

Still waiting on an email from them

but has anyone had this issue with a perfectly fine headset?

any advice?

[MetaQuestSupport]

Hey @MitchripHamRacn. Thank you for bringing this to our attention. Usually, the hardware error refers to the cords not being seated properly or the headset sensors not being connected properly. If you have not already, please check the headset sensors to ensure they are connected properly. We also would like to recommend that you check the PC app for any driver issues or connection issues. However, we thank you for your patience during this time, as our agents are working diligently to get back to you as soon as possible.