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Touch Support FAQ: LOOK HERE FIRST!

cybereality
Level 15
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

kevink808
Level 9


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 connection Oculus Touch controllers and completing the full setup. 


So the bottom line is: if you've pre-ordered Touch and have not had your order processed, you should just order from Best Buy and Amazon and get the controllers in two day free delivery, because you'll still get the 5 free games anyway and Oculus can only estimate a range of days your order will be processed?

Roger that! Might need to order through Best Buy then and cancel my Oculus "pre-order".  The free games were the only thing keeping me from doing so.

EDIT:  Can you please clarify whether only PRE-orders from Oculus and 3rd party vendors get the 5 free games, or ALL orders period?  
Rift-S, Quest 128GB, GO 64GB.

BeeBooBop
Level 0
My pre-order from Oct 10th was canceled for no reason, and I can't get a hold of anyone from support.  Has anyone else had this issue? Can someone please offer some assistance?

YoLolo69
Level 10
Buying today whatever shop (Oculus, BB, etc.) will not give you the free bundle pre-ordering offered.

“Dreams feel real while we are in them, it's only when we wake up that we realize something was strange.” - Dom Cobb

"Be careful, if you are killed in real life you die in VR too." - TD_4242

I7 10700K,  RTX 3070, 32GB DDR4 3200Mhz, Oculus Rift CV1

MyDreamOR
Level 3
No luck with the left hand. Can I bypass it in setup somehow and just configure the right hand?

cybereality
Level 15
@MyDreamOR when pairing or updating the controllers, it helps to put them right next to the headset as the process is wireless and range can sometimes be an issue.
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

kevink808
Level 9

YoLolo69 said:

Buying today whatever shop (Oculus, BB, etc.) will not give you the free bundle pre-ordering offered.


Yeah, realized that and cancelled 5 min later. Well shit.
Rift-S, Quest 128GB, GO 64GB.

trialobite
Level 4
To everyone having issues with Medium/Quill/Dead and Buried not showing up, someone on Reddit mentioned that they had to clear out their 'not installed' queue for them to show up. I redeemed my Elite Dangerous code on Oculus, but prefer to use the steam installation and not having over 10GB of space wasted having two versions. I am now re-downloading Elite Dangerous to see if this fixes the issue. Will update. Unfortunately I don't think there is any way to clear games out of their except to re-install them, so hopefully not too many people have deleted multiple games to save disk space.

Edit: Due to the large file size it will be at least a few hours until I can confirm or deny this. I chose today as my off-day at work to use Touch. Now it is 7PM and I can't even use ANY games for Touch because it will stop the download. By the time I get Elite and then Medium downloaded it will be just about bedtime. Been with Oculus since it was just Palmer hacking stuff together on MTBS, and once again, even when they get a product launch right, they can't get it right. Sorry for the whinging, but I'm feeling extra salty at the moment.

Edit2: Can confirm that clearing my "Not Installed" queue and trying again was a BUST. Unfortunately it seems this was not the problem after all. I installed Elite so my 'not installed queue' is totally empty. I have since gone and repeated all of the previous suggestions (Restart Oculus Home, Beta -> Restart Oculus, reboot PC, go back through the Touch setup for a fourth time.) Still nothing. Ugh.

Anonymous
Not applicable



drhat said:

Code received from Amazon not working. Message says unknown error has occurred when redeeming this code


I would double check 0's / O's and others of that sort, that was my issue!



Anonymous
Not applicable
Thanks. That was it. There was one O and one zero that looked exactly the same in the email from Amazon

steven1956
Level 3




Is there a way to turn of the boundary grid?


While in game if you click the Oculus button on your controller you can quickly disable guardian in the menu system around the bottom left.


Does seem to work for me.but did find it on the home screen,