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Touch Support FAQ: LOOK HERE FIRST!

cybereality
Grand Champion
Every Touch pre-order came with a bonus game code that can be redeemed for The Unspoken and VR Sports Challenge. The code should have been emailed to you from the store you purchased from, or on your Oculus order history if you bought from Oculus. You can enter the code into the Settings menu of the Oculus app under Settings- > Account -> Redeem Code. You should receive the code in an email shortly after the order ships from Oculus. If you purchased from other stores, they may have a different schedule, but feel free to reach out to their support (for example Amazon or Best Buy support) to receive assistance.

For other games included for free, such as Dead & Buried, Medium, or Quill, they are redeemed by connecting Oculus Touch controllers and completing the full setup. You can get to the setup by going to Settings -> Devices -> Configure Rift -> Run Full Setup. If the games don't appear after the setup is done, try restarting Oculus by going to Settings -> Beta -> Restart Oculus. PLEASE NOTE, this redemption is triggered once, and only once, and then the games will forever be attached to the account you used when first connecting and setting up the controllers. 

First Contact and Touch Tutorial will also appear after you connect the controllers and finish the setup.

If you are getting a "Not Valid" message when trying to install The Unspoken from your Library, it probably means you have a corrupted file (which could happen if you attempted to install the game prior to release). In this case, you can clean out of corrupted file with these steps.

Shutdown Oculus Runtime
-- Win-R, or windows key then search for `services.msc`
-- Scroll down to find and select `Oculus VR Runtime Service`
-- Right click, 'stop'
-- Leave this window open

Delete `The Unspoken` manifest files
-- Find Oculus games folder
--- By default, this is C:\Program Files\Oculus\Software\
-- Go to Manifests\ folder within Oculus games folder
-- Delete insomniac-games-the-unspoken.json and insomniac-games-the-unspoken.json.mini

Delete Oculus saved session information
-- Open a File (Windows) Explorer window
-- Enter into the path bar `%APPDATA%\Oculus`
-- Delete the `sessions` folder

Restart Oculus Runtime
-- In services.msc, right click `Oculus VR Runtime Service`, click start
-- Double-click Oculus shortcut on desktop to start the Oculus client

If you are still waiting for your Touch order to be charged, please contact your credit card company or bank and let them know about the upcoming charge. You can tell them the amount of the charge and that it will come from Oculus/Facebook. We will not be held responsible for fraud holds or payment failures caused by your banking institution, and any such holds or declines can delay your shipment.

See our support page for how to setup 2 and 3 sensor experimental setups:
https://support.oculus.com/199906947113632

If you are experiencing senor USB connectivity issues, please try different USB ports (USB 2.0 tends to be more reliable) or purchase this USB add-on card which has been tested and should be working.
https://www.amazon.com/Inateck-Superspeed-Ports-PCI-Expansion/dp/B00B6ZCNGM

If you have other questions, feel free to post. I will update the FAQ. Thanks.
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
173 REPLIES 173

THE_DEVASTATORQ
Honored Guest
hi cubereality I have a problem with my rift it is so glitch and I and I did the sensor setup again and again it wont work help

cybereality
Grand Champion
You can try contacting Oculus Support. 
https://support.oculus.com/
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

Danceblade
Honored Guest
Quill is not working on my Windows 10 system. It stops with an error. I have tried uninstalling and reinstalling but that has not worked. I have a feeling that uninstalling does not remove some of the other files needed, which may be corrupt. All my other Oculus software, including Touch software works fine. Any ideas?

cybereality
Grand Champion
Check the Quill forum, there are a few support threads at the top that may help.
https://forums.oculus.com/community/categories/quill
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

sjalexander702
Honored Guest
my 2nd code I got still don't work

d0ncapo
Honored Guest
Hello cybereality, I pre-ordered the touch from best buy canada, as you know the dates were different here, but I didnt get any email with the bonus games codes, I was wondering if I am entitled to these games (unspoken and vr sports).
Thanks.

cybereality
Grand Champion
Those 2 games were pre-order bonuses for early purchasers. I believe the cut-off date was Dec 6th.
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

roontune
Honored Guest


How often is UPS picking up shipments? My Touch controllers have been waiting for pickup from UPS since yesterday afternoon and were not picked up today.  Seems weird that they didn't seeing today was a business day.

If this is out of your area, I understand!



roontune
Honored Guest
Can anyone tell me why my layment method is being rejected? I have entered the proper details but still won't accept them. I'm in the uk

cybereality
Grand Champion
I don't think anyone here could know that. Best to reach out to support for help.
https://tickets.oculus.com/hc/en-us/requests/new
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