Meta Quest - Connected to a PC - Troubleshooting Guide

General

The troubleshooting guide helps you identify and resolve difficulties with your VR system or the realworld one platform.

• In case you run into issues, ensure that your graphics card driver and Oculus app are updated. If in doubt, reach out to your IT.
• Make sure the Meta Quest Link driver is up to date. Be aware you will likely need admin rights to run updates.

• Make sure Meta Quest Link is set as the default OpenXR runtime. This might require admin rights and, therefore, likely needs to be done by your IT department. In case your device does not have any restrictions, navigate to the Settings tab and then to General, click Set Meta Quest Link as active. Once you do this, the button will appear muted grey, and the blue banner will disappear. Also allow Unknown Sources.

Startup Errors & Crashes

Error message: "The program cannot start because VCRUNTIME140_1.dll is missing from your computer.

“Try reinstalling the program to fix this problem.” OR “The program cannot start because MSVCP140.dll is missing from your computer. Try reinstalling the program to fix this problem.”

Solution: Download and install the 'Visual Studio C++ Redistributable' on your laptop by clicking on the following link: https://aka.ms/vs/16/release/vc_redist.x64.exe

Error message: "Fatal error: [File: Unknown] [Line: 198]. Unreal Engine exits due to the D3D device being lost. Eror 0x887A0005 -'REMOVED')"

Solution: Check that the device's graphics card driver is up to date and update if needed. This error may also be due to the laptop overheating. Ensure the laptop has proper airflow- we recommend using a cooling stand.

Network Errors

Error message: "realworld one cannot connect to the server."

Solution: The realworld one platform requires an internet connection. Please check whether your network connection is stable. If the ports on your company Wi-Fi have not been adequately opened, you may experience issues with the realworld one app.

Check with your IT if the network is configured according to our Network Configuration Guide. You can use the Guest Wi-Fi of your company or a mobile hotspot as a temporary workaround.

Audio Issues

Issues with audio are usually due to one of three reasons:

• Headset cable connection.
• Windows or Oculus audio settings.
• realworld one platform settings.

Check your settings within realworld one:

• In virtual reality, go to Settings > Audio in the realworld one menu.
• Check the audio volume and whether the mute button (microphone) is turned on/off. Move the input sensitivity to approximately 5%.

Ensure that the Input/Output devices are correct and identical.

Audio issues with Oculus HMDs (VR glasses with cable)

Check your Oculus audio settings.

• Open Oculus on your laptop.
• Select Devices on the left-side panel.
• Select your device in Oculus, opening a panel on the right side.
• Check the settings for your audio connections; make sure both connections are set to your device.

Check your Windows audio settings.

• Go to Windows Settings > System > Sound.
• In both audio output and input dropdowns, please select your device.
• Check your audio settings in the taskbar.
• Open the audio settings in the taskbar.
• Select your device.
• Set up your headset again.
• If open, close the realworld one platform and Windows Mixed Reality or Oculus.
• Unplug the headset cables, then wait for 3–5 seconds.
• Open Windows Mixed Reality or Oculus again.
• Plug in the cables.
• Complete the headset setup.
• Restart your laptop or PC.

Some rare audio issues- precisely one encountered after connecting the Quest link can be solved by simply restarting your computer.

VR Headset not recognized

If the VR headset is connected to a PC but the headset is not detected, please follow the steps below.

• Check cable connection. Try with a different cable to rule out cable issues.
• Check that the headset cable is connected correctly to the HMD.
• Check that the power supply cable is connected properly.

You can find more information here: Meta Quest - Connected to a PC

Hardware Issues with Meta Quest Headsets

How to Setup

Meta Quest Link

Pairing Issues

Headset and Controller Tracking Issues

Black Screen Issue

Controllers of Meta Quest Headsets not working

If there are no lights, press any button on the controller to turn them on.

• If the controllers do not turn on, exchange the batteries (2x AA).
• Lighting conditions can affect tracking. Make sure that you are not exposed to direct sunlight.
• Restart the controllers.

 The floor height in VR appears incorrect, i.e., too low or too high

Put on the headset and grab the controllers.

• Press the Meta button on the right controller to access the Meta Quest home menu.
• Navigate and select the Settings menu which is represented by a gear icon in the menu bar.
• Within the Settings menu, select Device Setting > Guardian Setup > Reset Guardian or Reset Floor Position.
• Choose the Reset Guardian or Reset Floor Position option and confirm.
• Confirm the reset, and the floor height will be reset to the default position.
• After resetting the floor height, you must set up your Guardian boundaries again.
• Follow the on-screen instructions to trace your play area boundaries using the controllers. Move them to the floor to set the floor height.