To by pass the support delay tactics you need to provide this information upfront. a Picture or video of the issue and the following information You are on the latest version of the Oculus runtime, version 1.6.0 The serial number of your Rift unit - located at the bottom of your Rift box The serial number of your Rift headset - located on the inside of your strap, by the right headphone
it took a week for support to come back with the information request. it most likely will take a week to get the tool and then another week for them to say they do not see an issue.