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Please do not submit duplicate support tickets

ShowbizDonkey
Retired Support
Hey everyone - 

In reviewing customer support contact data, we found that there are a large number of duplicate support tickets being submitted. These duplicate tickets and chats ultimately slow down the team's ability to respond. We understand that the wait times right now are frustrating, and we are truly sorry about that. That said, submitting a duplicate ticket or starting a chat to check on the status of your original ticket will only result in further wait times to both you and others. It will not speed up our response times.

As a result, we kindly request that you only submit a single support ticket for any issues you are experiencing and keep any response to that thread.

If you are on Rift or Rift S and are experiencing an issue, it will help our team to have logs from your PC so we can see what's going on behind the scenes, should we need to dig into the issue more deeply. In order to collect these logs, please do the following:
  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 software 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 automatically.
  7. Attach the newly created zip file to your ticket submission.
Thanks for all of your patience and understanding while the team works through this busy time.
34 REPLIES 34

HraJekku
Honored Guest
This is a joke, right? People have spend alot of money for new experience and no-one gives a rats ass when it dont work. I've spend a week trying to fix this problem and i'm right where i started. I regret buying this crap right now. And no wonder people are sending double-tickets when the service is what it is. 

yellowraregt
Honored Guest
There's this thing in the US called a EULA, if you fail to live up to it, you must refund our money....just sayin.

Steven_Ni
Honored Guest


Sharing here as well for the Rift S folks seeking support. If you're using Oculus Rift S and experiencing black screen and/or cable enumeration issues, please try opting into the latest PTC (https://support.oculus.com/200468603765391/) build of the Oculus software. We've included updates that should help. If you continue to experience issues, feel free to update your existing support ticket thread to let them know that the latest PTC did not resolve whatever issue you may be having.


My recently purchased Oculus Rift S still doesn't work under the latest PTC, My issue is the that headset won't even finish the firmware update when I set it up for the first time and the oculus app just crash and showing the loop of reconnecting to the headset which is really weird, anyone exprience the same issue? Contact the mannual support but still doesn't help at all, hope this is the software problem and get fix soon.

inovator
Consultant
Luckily I purchased through amazon and if I don't have a firmware fix or satisfactory response soon I will return it before the 30 days is up. It's best not to buy through oculus. 

MissQuach
Honored Guest
I got a respond from oculus support, but I can't read it, or they just didn't reply to my support ticket. I get this message: 

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

Your request (XXXXXXX) has been updated.
If you have additional questions or comments, please reply to this email.
___________________________________________________________
This e-mail is a service from Oculus Support

And then some kind of number/code. What do I do?