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Oculus 1.11 Users: Please Post Your Logs Here.

cybereality
Grand Champion
If you have updated to Oculus 1.11 and are experiencing any issues, please post your logs in this thread.

You can obtain your log files as shown below:

Run "OculusLogGatherer.exe" by double-clicking the icon after navigating to this folder:
C:\Program Files (x86)\Oculus\Support\oculus-diagnostics
or:
C:\Program Files\Oculus\Support\oculus-diagnostics
and upload the zip file it creates to your post here.

Please post a brief description of the issue you are experiencing.

It's also recommended to reach out to Oculus Support with the same information, so we have a record.

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
201 REPLIES 201

firebane
Protege
Like everyone else here I went from flawless hand detection (3 sensor setup) in 1.10 to a disaster in 1.11.  My hands twitch and drift now.  Forward facing with 2 sensors staring right at me, it'll suddenly lose both hands.  Whatever you did with 1.11 can you please release a 1.12 that's simply a copy of 1.10.  At least for the meantime while you figure this out.  As it is now the Oculus is completely unusable.

Anonymous
Not applicable
3 sensor setup, front 1.5 meter apart from each other and the rear sensor on the right diagonally 3.8 meter away from the left front sensor. All wall mounted at around 1.85 meters height, upright and the front sensors pointing straight forward but the rear sensor pointing at the middle of the play area (which is around 2.2 meter by 1.8 meter or so).

Before the patch I mostly had a bit of sensor handover glitching and a bit of drifting when either going to far into the corner w/o a sensor, too close to the rear sensor or really close to the floor. In general it was worse than expected before buying Touch but still playable, with minor issues due to the sensor handover glitch even in games like Onward.

After the patch: All of the above is still true but now I had my play area (and grid) rotated by around 90° with my spawning (so to speak) in Oculus Home outside the grid. Redid the whole setup process since then multiple times. I also have the height glitch wayyy more server and wayyy more often than before and even during play sessions. Even worse though I recently noticed quite hurtfully that during play sessions (I check to grid position each start up) the Guardian grid seems to slowly move in an random direction, causing real life objects like walls to move into the displayed play space.


maxx11111
Adventurer

firebane said:

Like everyone else here I went from flawless hand detection (3 sensor setup) in 1.10 to a disaster in 1.11.  My hands twitch and drift now.  Forward facing with 2 sensors staring right at me, it'll suddenly lose both hands.  Whatever you did with 1.11 can you please release a 1.12 that's simply a copy of 1.10.  At least for the meantime while you figure this out.  As it is now the Oculus is completely unusable.


yes please so we can enjoy our rifts again

Anonymous
Not applicable
Same issues as others - height grows slowly - touches glitch when rotating - oculus not playable now.  This began last week after 1.11.  Everything was fine prior - I have not modified anything.  3 cameras, 6ft by 6ft area.

Was hoping this would be resolved by now.  This is a bad look for you guys.

hurjakuru
Honored Guest
Similar height and tracking issues with a 2 sensor setup as experienced by others in this thread ever since the update. Starting to get very, VERY frustrating. It has literally been years since i complained about any product to any company. Iam with the other's who feel that a product this expensive needs to work as advertised or at the very least have an ETA of when it will work again. It would not require much from your end to offer a (temporary) rollback to 1.10 but for some twisted selfish reason you won't do it. Iam already almost regretting going with the oculus becouse the tracking was subpar to begin with but this is just unbearable. If this doesn't get fixed this week you can be absolutely sure this will be the last oculus product i or anyone asking for my advice will ever buy.

phoenixdigital
Heroic Explorer
Im my discussions with support I could see they were headed towards "Your holding it wrong" So I just went ahead and set things up to make sure the sensor layout was as approved.

I
moved all the sensors around to the recommended config and redid
some tests. I even caught Guardian glitching out on me in test 2.

Recommended setup test 1 - https://vid.me/JoqU
Recommended setup test 2 - https://vid.me/gvKz ( I even caught a guardian glitching out as I went into the floor)

Pics of room layout
http://imgur.com/a/j4q1E

I have attached the logs from the test of those two videos above (Support ticket #328312).
If you look at the time in the videos (my desktop clock) you can
probably narrow down where in the logs to look. If someone is even
bothering to look at the logs.

I have also included pics of the original layout of the sensors. Before moved them around for the above tests.

The original layout
http://imgur.com/a/7sInu

produced these videos

The Rift on Medium - https://vid.me/EF35
The Vive on Medium - https://vid.me/5LjH

** Crap I just realised they recommend 2.5meters apart for the front two sensors in 3 sensor config. Screw it!!! I'm honestly over this and am not doing any more tests or videos. I find it incredibly hard to believe that they can't reproduce this issue in their lab given the amount of logs, detailed videos and photos people have been posting up. I think a lot of us are more than happy to help diagnose the issue but the way support are making out that they can't reproduce this in their internal testing given all this information seems a bit condescending to me.

If this was a minor issue that was only affecting a few users I would make even more of an effort to help to identify the issue. Beyond the 6+ hours I have already spent on this particular bug. Not to mention then 14+ hours I have spent trying >10 other sensor layouts since Touch launch trying to find the perfect layout. This is not a minor issue and it really frustrates me getting us to do all this legwork when in all likelyhood doubt no one will actually look in depth beyond a cusory glance saying "Oh they have it all setup wrong" then dismissing all the effort we put in. This is happening for a lot of people with the correct configurations we are not "holding it wrong"!!!

Edit: I just remeasured the distance of the rear sensor in the first two videos and it is not 3.5m as drawn in the video. It is 3.2m

Edit 2: Just rewatching those videos. All the text I draw is exceptionally potato. I should note most of that is due to the tracking crapping out on me. My air writing is not great but is sure aint that bad.
CPU: i5 6600K (conservative overclock), GPU: Asus GTX1080Ti (not overclocked), motherboard: Asus Z170 Pro Gaming, USB Card 1: Inatek 4 Port, USB Card 2: Startek 2 Port

thatdude90210
Protege
Day 11 of our 1.11 hostage crisis.

lk00512p9ue6.jpg

Warhead777
Protege
Here you go guys. I thought you might want to read this. I specifically called them out on requesting a downgrade path, and the logic behi

 



 





From: support@oculusvr.com [mailto:support@oculusvr.com]

Sent: Friday, February 10, 2017 8:37 PM

To: 

Subject: [Oculus Support] Re: HDMI crashing on Oculus rift on new
release 1.11



 



##- Please type your reply above this line -##



Your request  has been updated. Reply to this email or click the link below:














Morty



Morty (Oculus Support)


Feb 10, 5:37 PM PST


Hello Joe,


Thank you for
checking the cable and sending the picture.


We are looking
into this for you and will update you as soon as possible.


Thank you,


Morty

Oculus Support





 














Bravehrtt





Feb 10, 5:19 PM PST


Morty,






Even though my cables are fine and there were o problems before the update,
to cover the bases, here is a picture of my HDMI cable. I unseated it,
cleaned it, then reconnected it. Started Oculus Home, immediately
reproduced all of the symptoms I have described already to you, then
promptly crashed - again. And again, my Rift is completely, and totally,
unusable. The device that I paid a ton of money for, but cannot use, due to
an exec's decision to -force- everyone to have -zero- downgrade path in the
event of emergencies or rogue updates. Honestly, every company can roll
back drivers, why is this a foreign concept with Oculus? Please explain the
logic to me. Not only do you need a device to do this, you need one -today-
so all of your disabled users can keep their devices going while your Dev team sorts all this out, and, keeps people thinking favorably about your
brand and future products. Honestly, the lack of such a device demonstrates
some fairly shortsighted thinking. It's for reasons such as this that it
needs to happen. What can you and I do now that I have provided you your
requested information to ask you to roll up your sleeves and help think
outside the box to come up with a workable workaround solution?


Attachment(s)

image





 














Morty



Morty (Oculus Support)


Feb 10, 4:19 PM PST


Hello Joe,


I can
understand your concern for a rollback feature, and I will share you
concern and feedback with our team.


For now at my
level, what I can offer is to help troubleshoot your issue.


While this all
began after an update, I just want to make sure all our bases are covered,
as some of the symptoms are consistent with hardware, but understand I'm
not ruling out software by saying that.


I am aware of
the odd coincidence that would be as it occurred immediately after a
software update, but I would like to take a look at the HDMI cable.


I bring it up
because the judder while moving, followed by a black screen and HDMI error,
would point to the cable any time we see that in other circumstances.


Do you see and
pins on the cable that appear bent, or missing, or any extreme kinks in the
cable? Note that the bottom right pin will always look pushed in or missing
and is normal.


If you see
anything like that, can you send us a picture?


Otherwise,
after removing the cable to inspect it, try the headset again as the cable
may now be more secure, and we can see if there is any improvement.


Thank you,


Morty

Oculus Support





 














Bravehrtt





Feb 10, 5:48 AM PST


Hi Morty, I can
try, but it is akin to simple judder. Nothing out of the ordinary with it.
Imagine if you will, a silky smooth frame rate in Ocuus Home for about 10
seconds. Turn your head side to side, suddenly the smooth frame rate drops,
you can see this as you continue to turn your head side to side. Then, the
screen goes black. What happens from there, the message you get is that it
loses its HDMI connection. Examining this further in device manager, you
notice that the video driver itself, believe it or not, actually gets
disabled due to this crash. I can then disable and / reenable it, but it's
an endless cycle. Oculus client reports that no devices are available and
that it can't find my hdmi connection. Believe me when I tell you, unless
it's some form of universal defect in the manufacturing, it's not a me
thing, it's a you thing. This happens independent of whichever Nvidia
driver is used or not. Clean OS installs have been done by others in my own
forum thread, and there has been zero change. Please do know, that I have
had zero problems with my Rift until this update was forced upon us. To
make your job easier, in addition to the crashing logs that I've already
provided you, your people TRULY need a mechanism to allow people to
downgrade. This will quite easily proof proof of concept and show you
without any doubt, that the issue resides in your new release. In fact, if
I may be so bold - you MUST do this, because when your updates go rogue
like this, people will still be able to actually use their devices. Morty,
as a tech of 33 years, I would be more than willing to work together with
you to invent something outside the box to give us struggling and suffering
customers an option. There must be one. Please speak with your powers that
be, and get back with me on this suggestion and let's get to work to prove
this issue and help us all move forward. As it stands, we customers are
dead in the water until your teams, and if your teams, figure this out.
From a customer relations standpoint alone, much less a market one, this is
very bad for your company. So let's roll up our sleeves and come up with
something to roll back. Talk to me.





 














Morty



Morty (Oculus Support)


Feb 9, 8:54 PM PST


Hello Joe,


It is not
currently possible to roll back to a previous Oculus home version.


You mention in
the forum post that the screen starts 'tearing or jumping'.


Would it be
possible to get a short video of that?


If it is over
20MB it would need to be sent via a shareable link (youtube for example).


Also, after the
screen goes black, do you get any kind of error message from the Oculus
software?


Let me know,


Thank you


Morty

Oculus Support





 














Julian



Julian (Oculus Support)


Feb 9, 8:08 PM PST


Hey Joe,


I have reviewed
your posts on our forums, and understand you have done a lot of
troubleshooting.


Please give us
some time to look into this further for you,


Julian

Oculus Support





 














Bravehrtt





Feb 9, 6:19 PM PST


Hi Julian,


I’m a
technician by trade, so, let’s go to the advanced things. Let’s start with
the information that I have done all of that, and easy fixes already. They
do not work, they do not resolve the issue.


If you follow
my postings on your forums, you will see that I, and many others have this
exact same issue.


Respectfully,
this issue was caused by your latest update.


Users have done
complete Windows reinstalls to set this up fresh, and still have the same
issues.


To help speed
this along, until you guys find out what is causing this issue and correct
it, I’m requesting your help in downgrading to the previous release.


In it’s current
state, the Oculus Rift is complete unusable.





 














Julian



Julian (Oculus Support)


Feb 9, 5:26 PM PST


Hello Joe,


I understand
you are having problems with your Rift since the latest update.


Could you
please try uninstalling and reinstalling Oculus Home? This may fix your
issue.


Make sure you
back up your content before uninstalling Oculus Home so you don't lose any
content.


Information on
backing up your content can be found here.


Let me know if
this works for you,


Julian

Oculus Support





 














Bravehrtt





Feb 9, 4:48 PM PST


Hello. Your new
release is crashing my Oculus Rift. Please check my thread to see mine, JaggerWolf's
and other users who are having the exact same issues since you have
issued your new release. Please allow us to roll back to the previous
one until you get these issues resolved, because as of right now, this
device is completely unusable. It shuts off the PC"s video driver.


Attachment(s)

Oculus_Logs_JOEPC_20170209_073443.zip





This email is a service from Oculus Support. Delivered by Zendesk

Warhead777
Protege
Hi CyberReality 

Do you mean like the Inateck that you guys recommend, that I actually purchased, that's in my system right now, that was working flawlessly since your launch, until this very release? Not coincidence. 

And, why am I doing it? To illustrate to you, and others among you that I'm not alone, and that others are mysteriously having the exact same problems that I am. And, that I'm not "holding it wrong" or, it's "a problem with your HDMI cable" etc. etc.

No, it's not. I don't like cookie-cutter answers.

There is an issue with this release that is manifesting itself in shutting off the video drivers. Let's find out what is causing it. Remote in, have a look for yourself. Let's think outside the box to find the *true* cause of the issue, without instead, constantly telling people it's their equipment, or their fault. 

I can, and have, played many other "video intensive" games on this same rig, with *zero* issues, especially of the kind that I am currently experiencing it with your device.

And to your last suggestion, to try it on another system, well, I'm a working guy my friend, I don't have another $2k high end gaming rig lying around my house...

Do you ?

#rollback #hostageto111 #pleasefixit #notalone

 

ColinB
Adventurer
I'd hate to be a "consumer" buying this product and expecting it to work.
It certainly isn't consumer ready. Even a developer would be having troubles.
It is more "developer" than "consumer" therefor should have been labeled as the "DK3".
Nothing wrong with being accurate. 🙂
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