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Can't log in the meeting rooms of Workrooms

leoye
Level 2

 

I was stuck here at this page. but I Don't know how to fix it.

After a few minutes of stuck, Workrooms showed the tips: Disconnected from the server. 

 

MY workrooms account is : gushan@anve.com

Oculus account is : Leoye 

Email: gushan@anve.com 

 

 

242292937_243832457576242_861952127108033296_n.jpg

6 REPLIES 6

OculusSupport
Oculus Community Manager
Oculus Community Manager

Hey there. This sounds strange and we want to help figure this out with you to get you back in the VR. Have you tried rebooting your headset?
To do so, please follow these instructions:
 

  1. With your headset on, hold the power button on the right side of your headset down until you're prompted with a shut-down screen.
  2. Select Restart to reboot your Oculus Quest.

If this does not solve the problem, please submit a ticket and a member of our team will get back to you as quickly as possible. We look forward to hearing from you.

yes, I had restarted it multiple times. Looks like the same situation.

dcollodi
Level 2

I've recently run into this exact same issue.  I had been using Workrooms regularly, and successfully, around a month ago.

Recently, when I try to connect to my Workroom, I see the same behavior as the original poster - it will hang on the loading screen (as in the photo on the original post) for around a minute (the progress bar will get to ~90% and hang), and it will take me back my desk and give a "Disconnected From Server - Check Your Network Connection" message.

Strangely enough, yesterday I tried creating a new Workroom and I was able to connect to that on the first time.  Trying again today, I'm no longer able to connect to either of my Workrooms.  Attempting to create another new Workroom today does not work - I simply can't connect anywhere.

 

OculusSupport
Oculus Community Manager
Oculus Community Manager

Hey there, we would like to offer you our support. In order for us to best assist you, we would like to ask if you could please fill us in on the troubleshooting steps you have tried recently?

 

We ask this just so we don't back track on any steps you have tried in the past.

 

Lastly, we would like to ask if you've tried the following:

  • Uninstall the app.
  • Hard Reboot your headset.
  • Reinstall the app.

Please be sure to respond here with the details requested, so we can work together to resolve this matter.

dcollodi
Level 2

Thanks for getting back so quickly!

I've run some tests and I think I have a better idea what's happening now.

I have Comcast XFinity internet with Mesh WiFi extenders (Comcast-branded xFi Pods) to get a good wi-fi signal to the home office.

When connecting directly to the gateway, I'm able to join Workrooms and use Oculus Remote Desktop.  When connected to one of the extenders - both the remote desktop and joining a Workroom don't work.  For reference, the extender I'm connecting to is, in turn, connected directly to the Gateway, so it's only one hop away.

Note that Workrooms was working over the same extender previously.  I suspect that either a Comcast update or Oculus update over the last month has caused this to no longer work.

It looks like the extender's firmware was updated sometime after 8/18/2021, and I know the Quest 2 was updated to v33 recently, unfortunately I can't tell when the Gateway's firmware was last updated.

OculusSupport
Oculus Community Manager
Oculus Community Manager

Hey there, that is awesome to hear that you had the chance to figure out where this problem could lie. Since the Workroom is still in Alpha, it is constantly changing. 

 

We would love to offer you with more assistance on this issue, by directing you to our support page. There, we have a necessary tool that will help us to confirm where the root of this matter lies.

 

When doing so please be sure to add your logs, should you need more information on how to do such I will leave the steps below:

 

1. Open the run window (Windows key + R)
2. Enter and run: C:\program files\oculus\support\oculus-diagnostics\OculusLogGatherer.exe
3. Wait for the executable file to pop up
4. Select logs for the last 24 hours
5. Wait for the log collection to finish. It should pop up a Windows Explorer window at the location of your newly collected logs.
6. It automatically generates a zip file and copies the zip to the clipboard so you can paste it to your desktop
7. Attach this zip file to your next support response

 

 

Please be sure to connect with us through email or our live chat, as well as provide the requested information.