Meta Store Support (31/07/2024, 07:51:00): Thanks for contacting Meta Store Support! We’re here to make sure you get the help you need.
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Dan Rey (31/07/2024, 07:52:30): Hi Rick, this is Dan Rey, and welcome to Meta Store Support.
Rick (31/07/2024, 07:53:00): v68 software update released and installed yesterday made it impossible for me to run MSFS2020 and DCS
Dan Rey (31/07/2024, 07:53:11): I see that you reached out to us regarding the latest version V69 that is having technical issue - is that right?
Rick (31/07/2024, 07:54:17): you read that right
Rick (31/07/2024, 07:54:26): v68
Dan Rey (31/07/2024, 07:54:41): Oh. I'm sorry - thanks for clarifying that one for me.
Rick (31/07/2024, 07:55:13): how do i roll back the VR headset to V67?
Dan Rey (31/07/2024, 07:56:00): So, for this version 68.0 - as you said, are having bug and unable to launch certain apps.
Dan Rey (31/07/2024, 07:56:09): I'll check further on that one.
Dan Rey (31/07/2024, 07:56:24): And, by the way, I appreciate you bringing this concern to our attention. I'll make sure to do the best I can to help you.
Rick (31/07/2024, 07:56:35): ok
Dan Rey (31/07/2024, 07:57:08): By the way, for your reference, here is the Case# 07226120 of this chat in case we get disconnected.
Please do not close or switch from your current browser tab during this chat session, as it will disconnect us. On a side note, please avoid navigating away from our chat, as it would most likely disconnect us.
Rick (31/07/2024, 07:57:28): ok
Dan Rey (31/07/2024, 07:58:03): Thanks. I'll look into this one, since it's new. Please bear with me for at least 3-5 minutes for me to review.
Rick (31/07/2024, 07:59:48): There's mutliple posts on the comunity forum with users having the same issue
Dan Rey (31/07/2024, 08:00:49): I see. Since you managed to review on that one beforehand, may you provide me the link to it so I may review them as well?
Dan Rey (31/07/2024, 08:01:20): And, since it's having an issue, does it also trigger any error message?
Rick (31/07/2024, 08:02:14): will we get disco'd when i move to that page?
Rick (31/07/2024, 08:03:01): https://communityforums.atmeta.com/t5/Get-Help/Todays-update-destroyed-VR-for-MSFS-and-DCS/m-p/12236...
Dan Rey (31/07/2024, 08:03:50): Yes, possibly. I'll review them for a while. Thanks for sending me the article. Please bear with me for 3-5 minutes.
Rick (31/07/2024, 08:03:59): no worries
Dan Rey (31/07/2024, 08:05:40): Thanks.
Dan Rey (31/07/2024, 08:05:45): I'll be right back.
Rick (31/07/2024, 08:06:44): here's another: https://communityforums.atmeta.com/t5/Get-Help/Open-XR-Toolkit-was-broken-with-v68-Oculus-Link-code/...
Dan Rey (31/07/2024, 08:09:43): Thank you for waiting, Rick.
I've reviewed the forum that you sent earlier. May I ask if when did you update the latest v.68.0?
Rick (31/07/2024, 08:09:56): yesterday
Dan Rey (31/07/2024, 08:11:30): I see. And is it right after you updated the latest version that this did happen?
Rick (31/07/2024, 08:11:46): yes...
Dan Rey (31/07/2024, 08:13:00): I see. After updating to the latest version, may I ask what troubleshooting steps you have done so far?
Rick (31/07/2024, 08:14:02): so, i searched online, made a topic on the community forum, and now im in the process of talking to an IA pretending to be customer support..
Rick (31/07/2024, 08:14:51): How do I and my fellow aviators revert back to the stable V67?
Dan Rey (31/07/2024, 08:15:39): I'm still checking for ways to figure that one out. Right now, I'm figuring out what can be done to do some troubleshooting steps first.
Rick (31/07/2024, 08:16:23): please, just let us get back to v69
Rick (31/07/2024, 08:16:27): 67
Dan Rey (31/07/2024, 08:17:39): I understand. I need to make sure that the possible troubleshooting steps can be done first.
Rick (31/07/2024, 08:18:40): the trouble has shooted, now we want to use the headset as intended when purchased.
Dan Rey (31/07/2024, 08:19:35): I understand where you are coming from, Rick.
Dan Rey (31/07/2024, 08:19:38): May I ask which troubleshooting steps you have done, like soft or hard reboot?
Rick (31/07/2024, 08:19:51): yes both no dice
Dan Rey (31/07/2024, 08:21:19): Thanks for that confirmation. Please bear with me.
Rick (31/07/2024, 08:24:11): the problem is in the PC software, programs don't run wether the headset is on or not, connected through USB C or not. It is in the code of v68
Dan Rey (31/07/2024, 08:28:46): Since this is a newly released software version on July 29, 2024, our engineering team are going to figure this one out, whichever the cause may be.
We also appreciate that you open a forum about this issue. Rest assured that our engineering team will be notified on this issue.
Dan Rey (31/07/2024, 08:30:24): For the meantime, we provide troubleshooting steps that may be able to fix this.
And since you have done the soft and hard reboot. performing the factory reset might work, although we normally do not recommend performing this method, as it will remove all the saved progress of all the games.
Dan Rey (31/07/2024, 08:30:38): Some of this data can be restored by enabling Cloud Backups beforehand; however, keep in mind that while Cloud Backup is available to all Meta Quest developers, it's up to developers to decide whether to enable this feature for their app and what data is backed up.
Dan Rey (31/07/2024, 08:31:03): That's the reason why we do not recommend factory reset that easily.
Rick (31/07/2024, 08:31:08): i play no games on the headset, only PcVR
Rick (31/07/2024, 08:31:26): does Factory reset put me in V67?
Dan Rey (31/07/2024, 08:32:41): I'm afraid it won't be a guarantee for the Factory reset to revert the current version to the previous version 67.0.
Dan Rey (31/07/2024, 08:33:24): You may still try the factory reset to fix the issue, however it won't be a guarantee to revert it to the previous version.
Rick (31/07/2024, 08:33:53): how do i prevent it from upgrading to next versions?
Rick (31/07/2024, 08:34:31): Mine was fine and stable, there was no need to upgrade, but the device pushed it anyways.
Dan Rey (31/07/2024, 08:35:15): You may opt the software update to manual. So, even if you're connected to Wi-Fi, as long as it is at manual, it will not automatically update.
Rick (31/07/2024, 08:36:31): in manual mode, can you select to upgrade from/ whatever factory is to V67?
Dan Rey (31/07/2024, 08:37:28): I'm afraid it won't have that function. However, it will prevent your software version to automatically update.
Rick (31/07/2024, 08:37:50): Also, Why does resetting my headset to factory even present as a solution as the problem is in the PC software of occulus?
Rick (31/07/2024, 08:38:41): /meta quest link
Dan Rey (31/07/2024, 08:41:41): I understand. That's the reason why we will let our engineering team be notified about this new issue with the newly released version. Since it was released on July 29th, we have yet to receive any news or updates from our engineering team.
I truly appreciate you opening an article forum on our Meta Community Forum, because it will surely help our engineering team to identify the said issue and possibly other future issues that might happen.
Rick (31/07/2024, 08:43:51): Multiple people have been in the PTC, reported the bug and Meta then pushed the upgrade without fixing anyway.
Rick (31/07/2024, 08:44:11): When can we expect a solution?
Dan Rey (31/07/2024, 08:49:03): I truly understand, Rick. It's really frustrating that the resolution is yet to be provided with this newly released version.
Please allow our engineering team to check the said issue, give or take at least 5 days or so. This will definitely be an advantage for our engineering team since you already opened an article in our community forum.
Rick (31/07/2024, 08:49:52): I cant go 5 hours without..
Dan Rey (31/07/2024, 08:52:56): I understand. I know how important this is. And since you're not the only one experiencing this issue, our engineering team will surely provide resolution. However, there's no guarantee yet that they will provide a workaround in just 1-2 days since it's a newly released version, which can take time in identifying the issue.
Rick (31/07/2024, 08:53:43): Why does Meta not - in the mean time- provide an option to revert to v67?
Dan Rey (31/07/2024, 09:02:19): I understand where you are coming from. Since the newly released version was updated on your Quest headset, there are no methods that may revert the version back.
Rick (31/07/2024, 09:02:54): Thats.. odd
Dan Rey (31/07/2024, 09:05:15): To set your expectation, the method for sideloading are not guaranteed to be able to revert it back to the previous version, even with a little chance. Moreover, it will also cause several technical issues with your Quest device if you attempted to perform it.
Dan Rey (31/07/2024, 09:06:33): That is why we never recommend it, and we only ask our customers to opt out the automatic update for their software version, to avoid these kinds of issue first hand.
Dan Rey (31/07/2024, 09:07:57): I understand that this may not be the answer that you are expecting from us, yet we humbly ask for your understanding on this matter.
Dan Rey (31/07/2024, 09:09:07): Hi Rick. I hope we are still connected on this chat.
Rick (31/07/2024, 09:09:49): we are, im just cheking for a solution
Dan Rey (31/07/2024, 09:11:54): I understand. You may try to do so. However, I would advise you to wait for our engineering team to provide possible resolution.
Rick (31/07/2024, 09:12:25): will you / your engineers get back to me on this?
Rick (31/07/2024, 09:15:20): Dan?
Dan Rey (31/07/2024, 09:16:00): I'm here, Rick.
Dan Rey (31/07/2024, 09:17:36): Sorry to keep you waiting. Here's what I will do from my end -- I will raise this concern to our dedicated team regarding your issue. They will send you an email to your email address ****@hotmail.com for an update.
Rick (31/07/2024, 09:18:39): Thank you very much!
Rick (31/07/2024, 09:18:59): And have a nice daybot
Dan Rey (31/07/2024, 09:19:24): Thanks. I'm a real live person, to be exact.
Rick (31/07/2024, 09:20:15): Could have fooled me.
Dan Rey (31/07/2024, 09:21:12): I understand. I assure that I'm a real live person.
Rick (31/07/2024, 09:22:10): too scripted reactions then.
Rick (31/07/2024, 09:22:24): anyways, im off bye
Dan Rey (31/07/2024, 09:22:36): Thanks for your feedback, though.
Dan Rey (31/07/2024, 09:22:45): Bye for now.
