07-18-202406:23 PM - last edited on 07-19-202401:51 PM by TheAntiSocializer
We contacted support on June 28th and opened case #[redacted] to troubleshoot our Quest 2 that will no longer connect to a PC via Air Link. We proceeded to spend 2 hours troubleshooting via chat with multiple delays on the agents side and provided 2 sets of log files. The agent committed to escalating the case and providing a resolution in the next 3-5 business days. The next reply 2 days later supplied the exact instructions we had gone through multiple times already.
7 days later on July 5th we were still awaiting a response so I reached back out via chat for an update. The agent apologized and committed to provide a resolution within the next 2 business days. I reached out again on July 10th and received another apology and 2 day commitment.
Fast forward to today, July 18th, and the agent I just chatted with provided no commitment, said the case is with an “escalated team”, and that no timeline for resolution can be shared because of the “high volume of warranty claims”. They asked for our “patience and understanding”.
Meta has had our patience and understanding for 3 weeks. As a highly profitable company with a $1.2 trillion dollar market cap, this type of support is embarrassing and it is time to resolve this defect.
If you are experiencing a grayed out button when attempting to launch Air Link or Link, please follow these troubleshooting steps: Put on the Meta Quest headset. Go to "Settings" then select "System". Scroll down to find "Quest Link" and toggle it off, then back on again. Try launching Air Link or Link again.
If the issue persists after following these steps, please try restarting your computer and headset before trying again.
It's a well known fault introduced with a recent update. There's a big thread about it here.
If you are experiencing a grayed out button when attempting to launch Air Link or Link, please follow these troubleshooting steps: Put on the Meta Quest headset. Go to "Settings" then select "System". Scroll down to find "Quest Link" and toggle it off, then back on again. Try launching Air Link or Link again.
If the issue persists after following these steps, please try restarting your computer and headset before trying again.
It's a well known fault introduced with a recent update. There's a big thread about it here.
While I appreciate your continued assistance, Steam link didn’t work either. We saw the PC, but received a connection error.
We shouldn’t need to purchase an add on for a feature that was expected upon purchase and worked for nearly a year.
Of note is that Meta support still hasn’t resolved this, asking for yet another set of log files and not committing to a timeframe or next step for resolution.
Hey there, @brentc108! We understand that this shouldn't be the kind of experience you should undergo. We recognize that you're experiencing a PCVR issue with your Meta Quest 2 while using Air Link. In order for us to assist you even further, please provide all troubleshooting you have attempted. We can't wait to assist you!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
We’ve spent hours troubleshooting with 5 representatives from your team. We’ve provided 3 sets of log files. An end user attempting to enumerate all of the troubleshooting steps taken over several hours would likely not be comprehensive or efficient.
Would you like me to PM you the case number so you can see all of what’s transpired; both what’s visible to me and what may have taken place in the background?
We appreciate your patience and cooperation! We would truly appreciate you hitting us up with a PM regarding your Meta Quest 2 with Air Link. 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 eagerly await your response!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
