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How do I RMA/return faulty DK2?

Chaoss
Expert Protege
The firmware that shipped with 0.4.3 has made my DK2 unusable, when it is powered on any program launched crashes including the built in desk demo. I've tried the following stuff...

1: different NVidia Driver versions and the newest beta drivers, removing each one with driver sweeper, windows and ccleaner

2: each driver install/uninstall I uninstalled and reinstalled the Runtime and tried installing in administration mode for good measure... still no luck.

3: Re-installed the newest and second to newest firmware on DK2 14 times thus far... no luck.

4: Tried Windows 7, Windows 8.1 and Windows 10

5: Tried disabling UAC.

6: Tried unplugging the tracker camera, still crashed (it's not the tracker), tried running program and powering on Rift, the program runs but doesn't receive tracking from the Rift nor do I get an image.

7: Tried running the none _DirectToRift.exe on the Tuscany demo... It runs, I get both head tracking and positional tracking, it all appears to work but I get no image on the Rift



After reinstalling things I just get the same result. There is one thing that works and that is the movie, however there is wierd vsync tearing issues even with VSync forced on fps goes to around 80 - 90.

My setup is as follows

Core i7 3970X @ 4.2Ghz
32GB DDR3 1866Mhz Ram 9-9-9-24
GTX 780 newest drivers (I've tried the last 6 driver versions and the newest beta drivers)


Everything appears to check out but I still get the "This program has stopped working" on anything with the unit powered on. Since I've not been able to use my DK2 at all since this firmware update I believe I have a bad unity and would like to initiate an RMA claim but not sure where to start.
"In the future we will be designing dreams, worlds & experiences rather than games."
4 REPLIES 4

cybereality
Grand Champion
You can contact Oculus support regarding RMAs.

Can I ask if you are able to test on a different computer?
AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV

Chaoss
Expert Protege
"cybereality" wrote:
You can contact Oculus support regarding RMAs.

Can I ask if you are able to test on a different computer?


I'm not unfortunately. I'll shoot you guys an email.
"In the future we will be designing dreams, worlds & experiences rather than games."

Chaoss
Expert Protege
"cybereality" wrote:
You can contact Oculus support regarding RMAs.

Can I ask if you are able to test on a different computer?


Quick question about returning the unit, would I have to get it shipped back locally or internationally, I'm in London, UK
"In the future we will be designing dreams, worlds & experiences rather than games."

cybereality
Grand Champion
If the RMA is approved, it would be shipped to the UK (we provide the pre-paid label).
AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 16GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i Gigabyte RX Vega 64 x2 | Samsung 960 Evo M.2 500GB | Seagate FireCuda SSHD 2TB | Phanteks ENTHOO EVOLV