When using Oculus Link, a fatal error message is displayed and cannot be used.

[Sasakuba]

I am Japanese and cannot use English, so I am commenting using a translation site.

I used to use the Link function without any problem, but when I tried to use it for the first time in a while, I got the following error message
Please reload the Dash.　To reload the Dash, please press one of the buttons.
Please press any button to reload Dash.

I have contacted support and tried multiple troubleshooting attempts with no improvement, and even received an email that said, "We will check with our dedicated team," but no reply was received. I decided to seek help from this community.

Troubleshooting attempts

• Wired connection
• Reset and replace the Oculus unit.
• Refresh PC > worked fine immediately after refresh, but then same situation occurred.
• Uninstalled the Oculus application from the PC (manually deleted the folder containing the program files, etc.)
• Reinstalled
• Scan and repair system files (Dism/Sfc)
• Remove USB driver
• Remove "PCI Express Root Complex" on top of USB drivers >Reboot to apply changes and was able to use Link functionality. （However, if I reboot again, the problem reappears and the same situation occurs.
• Using Beta

There are a few others, but these are the major ones.
I would appreciate any information you can give me to help me solve the problem.

--------The following is the original----------

私は日本人で英語を使用できないため翻訳サイトを利用しコメントしています。

以前は問題なくLink機能を利用していましたが、久しぶりに利用しようとしたら
『致命的なエラー：問題が発生しました。Dashを再読込してください。　Dashを再読み込みするには、いずれかのボタンを押してください』
と表示され、再読み込みをしても正常に動作せずLink機能を利用できません。

私はこれまでサポート問い合わせ、複数のトラブルシューティングを試みましたが改善されていません、更に『専門のチームにて確認します』というメールを受信しましたが、返信がなかなか来ないため、2回再度問合わせのメールを送りましたが、連絡がなかったためこのコミュニティに助けを求めることにしました。

試したトラブルシューティング

• 有線での接続
• Oculus本体のリセット及び交換
• PCのリフレッシュ＞リフレッシュ直後は正常に動作したがその後同じ状況が発生
• OculusアプリをPCからアンインストール（プログラムファイルなどに含まれるフォルダを手動削除）＞再インストール
• システムファイルのスキャン・修復（Dism・Sfc）
• USBドライバーの削除
• USBドライバーの上位にある「PCI Express ルート コンプレックス」の削除＞変更を適用するため再起動するとLink機能を使用することができました。（削除するたび）＞ただし、もう一度再起動すると問題が再発し同じ状況になります。
• ベータ版の使用

他にもいくつかありますが大きなものは以上です。
問題を解決するために情報をくださると嬉しく思います。

[xHerrNico]

Try changing the batteries of your controllers. 

[Sasakuba]

I immediately replaced the batteries in the controller and restarted the PC and the unit, but the problem did not improve.

[GianniNl92]

same here mate.. are you also experiencing gray screen when you startup home ?

[Sasakuba]

In my use it does not gray out and the problem occurs when using the link function to connect to a PC.
When the problem occurs it becomes a black and white world and cannot be operated. (image attached).

Also, when I launch Steam VR at this time, the background seems normal, but the same error message appears, but I am still unable to operate it.

　

[MetaQuestSupport]

Hey there! We see you're experiencing some issues while trying to use your Link cable, we definitely want to help look further into this for you.

Please reach out to our support team with your Logs here.

You can collect your Logs by following the direction below:

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.
7. Attach the newly created zip file to your next support response.

[Sasakuba]

I have communicated with the support team several times and have attached and sent detailed logs of my PC, but it has been about a week since our last communication and I still have not heard from them.
That is why I am asking this community for help.

Request (5217343)
I am responding to this number, but since we are communicating in Japanese, I would appreciate it if you could use a translation site if you need to confirm the content of the message.

[Sasakuba · Accepted solution]

I have found a temporary solution to the situation and would like to share the information with you all.

First, here is the current device information in use

• Windows 11 Home
• Version 21H2
• Processor 12th Gen i5-12600K
• RAM 32.0 GB
• GPU RTX3060
• Monitor 1 LG 24MK430H-B (23.8" 1920 x 1080) HDMI connection
• Monitor 2 LG 27UP600-W (27" 3840 x 2160) DisplayPort connection

The problem was the 4K monitor on monitor 2.
Furthermore, we found that the problem occurred when the settings while using this monitor were set to a resolution of 3840 x 2160 and the Settings/Reduction setting item was set to 150% of the recommended value.

Therefore, we were able to work around the problem by changing the setting from the recommended value of 150% to 100% or 125%!

If anyone else is experiencing similar problems, I would be glad if you could check your display settings and report it in this thread.

For official support
I have made several attempts to contact them about my query using email, community, and community DMs about the matter under support, all with no response at all, which is very disconcerting. Furthermore, the first time I contacted support about this issue, they suggested that I exchange the display for a refurbished one as it was most likely a hardware issue with the device.
I am not convinced that the product has been changed from a brand new product to a product that has been in someone else's hands, even if it is a refurbished product.

If the support staff is reading this message, I wish they would put themselves in the customer's shoes and respond to the customer's needs.
Even if they are still investigating the issue and have nothing to respond to, they could have sent a sentence saying "We are currently investigating and will give you a progress report by what date, so please wait for that.

---------The following is the original-------

私は状況の一時的な解決策を発見しましたので、皆さんに情報を共有したいと思います。

まず現在の使用中のデバイス情報を以下に示します

• Windows 11 Home
• Version 21H2
• Processor 12th Gen i5-12600K
• RAM 32.0 GB
• GPU RTX3060
• モニター1　LG 24MK430H-B （23.8インチ 1920×1080）HDMI接続
• モニター2　LG 27UP600-W （27インチ　3840×2160）DisplayPort接続

問題になっていたのはモニター2の4Kモニターでした。
更にこのモニターを使用中の設定が、解像度3840×2160 設定/縮小の設定項目が推奨値の150％になっているときに問題が発生することがわかりました。

そのため、推奨値の150％から100％や125％に変更することで問題を回避することが出来ました！

もし同じような問題が生じている人がいたらディスプレイの設定を確認して、このスレッドに報告して頂けると嬉しく思います。

公式のサポートについて
私はサポート中の件についてメール、コミュニティ、コミュニティのDMを使用して問い合わせた内容についてコンタクトをとろうと何度か試みましたが、全て全く反応はなく大変不愉快でした。さらにこの問題を1回目にサポートに問い合わせた際には「本体のハードウェアの問題である可能性が高いためリファビッシュ品との交換」を提案され実際に交換しましたが改善されず、それ以降のメールサポートも役に立ちませんでした。
リファビッシュ品とはいえ新品で購入した製品から、一度誰かの手に渡った製品に変わった、という事を考えるとどうしても納得することは出来ません。

もし、このメッセージをサポートの方が見ているのならばもっと客の立場になって対応をして欲しいものです。
問題の調査中で回答できる内容が無いとしても、「現在調査中であり、何日までに経過報告をするから、その間待っていてほしい」という一文を送ることもできるはずです。

[MetaQuestSupport]

Hello @Sasakuba! Thank you for reaching out and sharing your experience with the Oculus family. We're extremely happy you were able to find a fix to this issue!

However, we do see you currently have an open ticket with Meta Store Support concerning this issue. If you'd like to get that ticket number and discuss this further, please send us a PM.

Please select our name to get to our profile page, or simply 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.
 

Looking forward to it.

[Sasakuba]

@MetaQuestSupport 

I have already contacted them in the manner indicated but have yet to receive a reply. So why are you asking me to contact you again?
I demand an explanation from support for the current situation.