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OculusSupport

Oculus Staff

OculusSupport Oculus Staff

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OculusSupport
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  • Hey @cat_who_loves_pie, once a refund request is processed on our side, you'll be credited on your original payment method. It can take a few days before you see the funds on your payment method. If you haven't received the money after 7 to 9 busine…
  • Hey @pingooloveyou, I'm sorry to hear you're having problems with your Rift S. This just may be a poor connection. Please try these steps: 1. Disconnect and Reconnect your Rift S from your computer. To do this:     * Unplug the USB cable from your…
  • Hi @JibreelK I'm sorry to hear that you're having problems with adding your store credit. Please contact support at https://support.oculus.com so we can help you with this. Make sure to include a picture of the credit notification you recevied. As …
  • Hi @rdolivaw, I'm sorry to hear you're having issues with the IPD. If you're able to physically adjust your IPD but the change isn't being reflected in the Lens Spacing value then this could be a software or a hardware issue. To help rule out a poss…
  • Hi @mloertscher, Sorry to hear that you're having troubles with your controller tracking after a recent update. We would love to look into this and make sure your tracking is working great again, so please grab a copy of your Diagnostic logs and cr…
  • Hi @HidersLight, I'm sorry to hear that you're having problems with the redeeming your voucher. Please contact support at https://support.oculus.com so we can help you with this. Make sure to include a picture of the voucher. As well please provide …
  • Hi @FelixFede, it's not unusual for it to take 1 or 2 business days before you receive the shipping details. If you purchased your Rift S under your Oculus account, you can check your order here https://secure.oculus.com/my/orders/. If this was a gu…
  • Hi @buckyweinstein, I'm sorry to hear you're having problems booting up your Quest. It's definitely unusual for the USB Update mode to come up like that. It should only come up when you have the volume button held down when powering up the Quest. Do…
  • Hey @Paulq813, you can change your password on the desktop Oculus app by going to Settings->Account and clicking on Password. On the Oculus phone app, you can tap on Settings and then tap Change Oculus Password. If you forgot your password, you c…
  • Hi @Wadia9, for those Rift S games that support cross buy with the Quest, you'll need to setup the Quest using the same account as your Rift S to get the game for free. If both headsets are using the same account, then you'll like have issues with m…
  • Hello @sniperlikesgames,I'm sorry to hear about your experience. This may be hardware related issue. Does moving the headset cable have any effect on the display? This may be caused by a poor cable connection. If you haven't already, please make sur…
  • Hey @Danovor, Sorry to hear about all the issues you're having with your Rift S. Most of the problems you had mentioned were software issues resolved in the latest patch 1.39. This should be automatically downloaded and installed, so be sure to che…
  • Hi @Campo246, I'm sorry to hear that the recent update has been causing issues with your setup. I had quickly checked over your logs and noticed a few different things we could try upfront. The first thing I noticed is that you're using an older b…
  • Hey @Fidel-Cashflo, I'm sorry to hear you're having issues installing on another drive. Have you tried using /drive=D instead of /drive:D? For some people, this works better. If you're able to provide your OculusSetup log, it might give us a better …
  • Hey @19oculus63, that sounds like a great idea. Please make sure that you submit your idea on the Oculus Uservoice site here https://oculus.uservoice.com/. It's the best place to provide those type of suggestions. It helps the developers to keep tra…
  • Hey @ItzMadCatz, the VIA USB 3.0 controller isn't compatible with the Rift so if you don't have a different USB 3.0 controller on your PC, the Rift won't work with your PC. Many motherboards have more than one type of USB 3.0 controller. If you have…
  • Hey @edmg, do you use an American Express card on your Oculus account by any chance? The currency on the Oculus store is based on your IP address. One exception to this is if you're using American Express card. They can only accept payments in USD. …
  • Hi @LittleJimGym, I'm sorry to hear about your issue with the volume. That's definitely unusual. Does the volume button seem loose or seem to have a physical issue? Please contact support at https://support.oculus.com so we can help you out. Thanks!…
  • Hi @Flamingcloud, that's definitely unusual. Are you connecting the USB connection first, waiting 10 seconds, and then connecting the DisplayPort? It's important to allow the USB connection to fully establish before connecting the DisplayPort. I als…
  • Hey @JohanTEA, I'm sorry to hear about your experience. I just tried to reproduce your issue but didn't get the same behaviour. The Guardian boundaries remained in place when I moved my head so I don't believe this is likely a bug. Could you please …
  • Hey @alainvd, I'm sorry to hear you're having issues with your Rift. If you haven't already, please try removing the headset cable and re-connecting it to the headset. You will need to remove the facial interface to access the cable. Instructions on…
  • Hey @Vortimous , I'm sorry to hear about your experience. If you're getting a black screen on your Rift S during, please try opting into the latest Public Test Channel build of the Oculus software. There are some updates on it that may help with you…
  • Hey @tcgamer525, I'm sorry to hear you're having issues with your Rift S. If you haven't already, please try reseating the headset cable on the headset side. You'll need to remove the facial interface to access it. Also, check to make sure that none…
  • Hi @prix6747, are you using a Rift or Quest? Onward is only available for the Rift/Rift S so you won't see it in your Quest library. -Rick
  • Hey @Quijote1, I'm sorry to hear about your experience. Have you tried enrolling in our Public Test Channel? It did have some updates to address the low battery issue. If you're still having issues, please contact support again so we can help you ou…
  • Hey @nsmith2020n, I'm sorry to hear you're having issues with installing the software. Please make sure that you don't have any anti-virus software running (including Windows Defender). It can sometimes cause issues with the installation. Are you ab…
  • Hey @Gloozy and anyone else that is experiencing the Dash Fatal Error, please try enrolling in the Public Test Channel and have the latest update installed. We've included a new update that may fix this issue. Instructions on enrolling in the Public…
  • Hey @Gloozy and @ricgon, that's unusual for the finger/thumb to be stuck like that. If you haven't already, please contact support at https://support.oculus.com so we can help you with this. Thanks! -Rick
  • Hey @lucasdidthis, those sound like some great ideas. If you haven't already, please make sure to submit those ideas at the Oculus Uservoice site here https://oculus.uservoice.com. That's the best place to submit suggestions like these. It let's dev…
  • Hey @Sias-L, I'm sorry to hear about your issue with your Quest. If it's still happening after the factory reset, it does sound likely this may be a hardware issue. If you haven't already, please contact support at https://support.oculus.com so we c…
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