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Touch Support FAQ: LOOK HERE FIRST!

cyberealitycybereality Posts: 20,187 Oculus Staff
edited January 6 in General
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.
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Comments

  • Dark3stWhiteDark3stWhite Posts: 56
    Hiro Protagonist
    How often is UPS picking up shipments? My Touch controllers have been waiting for pickup from UPS since yesterday afternoon and were not picked up today.  Seems weird that they didn't seeing today was a business day.

    If this is out of your area, I understand!
  • cyberealitycybereality Posts: 20,187 Oculus Staff
    I don't know for sure. but they should be running potentially every business day.
    AMD Ryzen 7 1800X | MSI X370 Titanium | G.Skill 32GB DDR4 3200 | EVGA SuperNOVA 1000 | Corsair Hydro H110i
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  • Dark3stWhiteDark3stWhite Posts: 56
    Hiro Protagonist
    I don't know for sure. but they should be running potentially every business day.
    I just got a notification that UPS has picked them up! Odd time, but hey I'm not complaining! More than excited for my first experience with proper VR controllers on Thursday :)

    Thank you for your response! :)
  • KevinLongtimeKevinLongtime Posts: 281
    Nexus 6
    edited December 2016
    Is the "Oculus Avatar SDK" still scheduled to release today? Would love to be able to put my touch controllers into Unity to experiment when they show up.
  • cyberealitycybereality Posts: 20,187 Oculus Staff
    Yes, AFAIK it should be ready later today.
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  • ckelley1311ckelley1311 Posts: 5
    Virtual Boy (or Girl)
    Anyone having issues getting Medium to start? It will not launch for me no matter what.
  • drhatdrhat Posts: 12
    Virtual Boy (or Girl)
    Code not working
  • drhatdrhat Posts: 12
    Virtual Boy (or Girl)
    Code received from Amazon not working. Message says unknown error has occurred when redeeming this code
  • steven1956steven1956 Posts: 12
    Virtual Boy (or Girl)
    Is there a way to turn of the boundary grid?
  • KevinLongtimeKevinLongtime Posts: 281
    Nexus 6
    edited December 2016
    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.
  • Dark3stWhiteDark3stWhite Posts: 56
    Hiro Protagonist
    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!
  • PKRipperPKRipper Posts: 171
    Art3mis
    I was just checking out Quill and my computer locked up, no mouse or keyboard. Prior to that I was in Nvidia funhouse without a problem. I restarted and opened Oculus in windows and it asks me if I want to setup my Rift
    CPU: i7-4790k
    Mobo: GIGABYTE GA-Z97X-SLI
    Ram: 8GB 2400MHz
    SSD: OCZ 120GB boot drive
    SSD: PNY SSD240GB
    Graphics Card: EVGA GTX 970 SC
    Oculus Rift: DK2
    Windows 8.1 and classic shell
    No Judder!
  • Baxter900Baxter900 Posts: 24
    Lawnmower Man (or Woman)
    I was just trying to play the Unspoken and after playing it for long enough the headset and game freezes. I need to hard reset the Oculus Service in order to fix this, and it makes the Unspoken unplayable. I previously ran into this (and still do) in DragonFront, however it's far less often in DragonFront. In DragonFront it'll show up about once a week, give or take. In unspoken it shows up after about 10 minutes.

    I've had no issues with any other games. Just these two, and it make DragonFront annoying to play and Unspoken unplayable. The fact that it exists on both indicates to me that it's probably the Oculus Runtime on whatever engine they use that's screwing up.

    I'd greatly appreciate any help!
  • gsokolgsokol Posts: 4
    Virtual Boy (or Girl)
    Hello!  I'm still unable to get Dead and Buried, Quill, and Medium.  I have redone the full setup a handful of times, restarted my PC a few times, and Restarted Oculus by doing the Beta - Restart as you mentioned.  I don't see these for free, nor do I see them in my Not Installed list.  Any ideas what to do next?
  • Atomicwedgy2Atomicwedgy2 Posts: 9
    Virtual Boy (or Girl)
    WHERE IS THE CODE!?
    I can't find it in the email or on the website! 
    Please help
  • JoshuaJSloneJoshuaJSlone Posts: 53
    Hiro Protagonist
    gsokol said:
    Hello!  I'm still unable to get Dead and Buried, Quill, and Medium.  I have redone the full setup a handful of times, restarted my PC a few times, and Restarted Oculus by doing the Beta - Restart as you mentioned.  I don't see these for free, nor do I see them in my Not Installed list.  Any ideas what to do next?
    Same issue here. Did the full setup twice, have restarted Oculus or the whole PC a few times. Both Touch halves correctly show as connected and work fine, but the store prices are unchanged.
  • JoshuaJSloneJoshuaJSlone Posts: 53
    Hiro Protagonist
    Well, they just started showing as free. I didn't even do a full restart that time; I was just playing around with Region Formatting in Settings to see the other date formats, and when it refreshed and went back to the Store page those items were now Purchased.
  • martin_cymartin_cy Posts: 7
    Virtual Boy (or Girl)
    Amazon.de Customer Service are confused... I just received my pre-ordered Touch controllers this morning and still no codes.. someone reached out to Amazon.de customer services and they replied with bullshit that it only applied to Amazon.co.uk which is wrong...



    someone from oculus need to have a chat with them.. and they need to send that e-mail! apparently they started sending them for amazon.co.uk exactly 48h after dispatch, but my touch shipped more then 48h ago so I guess the same does not apply for amazon.de..
  • EliteSPAEliteSPA Posts: 1,464
    Wintermute
    1 day late post but thanks @cybereality.
    71AWBj.png
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  • TherealcrushaderTherealcrushader Posts: 25
    Lawnmower Man (or Woman)
    This is getting ridiculous. I ordered within the very first minutes and my order still shows as pre order!!!
  • AGL1AGL1 Posts: 29
    Lawnmower Man (or Woman)
    My Touch setup will not complete :( 

    I get to Step 5 'Set Your View' in VR after setting up both sensors and controllers. When I put the Rift on I get the Guardian 'cage' and an eggtimer symbol. The controllers work as I get the light blue blob if i near the cage edge, but no instructions appear in VR !

    Help!
    Please anybody
  • AlexGAlexG Posts: 24
    Lawnmower Man (or Woman)
    edited December 2016
    - please delete-
  • AGL1AGL1 Posts: 29
    Lawnmower Man (or Woman)
    OK now working :) I just powered off the PC then restarted and didn't even have to go through Steps 1-4.

    Touch is fantastic!!!
  • NoSpoon_42NoSpoon_42 Posts: 38
    Lawnmower Man (or Woman)
    Hello, it's been 26 hours since I've received the Touch controllers and I still don't have Dead and Buried, Quill, and Medium. I've done every single troubleshooting step I've seen multiple times. I've submitted a support ticket. Is there anything else I can do? I'd really like to try those games.
  • LoneEpidemicLoneEpidemic Posts: 23
    Lawnmower Man (or Woman)
    When do us Canadians Start to see our orders ship from the Oculus store.  I ordered mine on October 11th.  Day 2 of preorders yet still no Change. I have looked around on some Forums and every Canadian I see posting says no Changes to their orders.
  • mikegratmikegrat Posts: 7
    Virtual Boy (or Girl)
    @LoneEpidemic This Canadian has his order in transit. Expected delivery tomorrow (UPS of course). I placed my order on the 11th also. However I believe the queue is based on the original Rift pre-order. At the bottom of my Touch order it says "Effective order date: 6 January 2015".
  • nalex66nalex66 Posts: 2,272 Valuable Player
    Another Canadian here with Touch (priority pre-order) on the way. Mine is due for delivery tomorrow (Toronto), and is currently making its way through Ohio according to UPS.
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  • GreymanGreyman Posts: 1,161 Poster of the Week
    edited December 2016
    Are the guardian walls displayed all of the time or do they just appear when you get close to them?  

    I have a very small play area and the walls are always visible.

    edit: answered elsewhere, by @danknugz and it would appear that the walls do only appear when you get close to the edge of the area.  I really do need a bigger room to play in 
  • LoneEpidemicLoneEpidemic Posts: 23
    Lawnmower Man (or Woman)
    if it's based on priority pre-order of the rift that's bullshit.   Mine was pre-ordered as a gift from the wife so what I gotta wait for.my touch cause I ordered those myself.  as usual Oculus is making a debacle of shipping.  All pre-orders should have been labeled and ready to ship on the the 6th.
  • kevink808kevink808 Posts: 756 Poster of the Week
    edited December 2016
    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?  
    Currently playing: Witcher 3 & DOOM | Gear: Liquid cooled MSI Z170A PC Mate | Intel i7-6700K | 32GB DDR4 SDRAM 3000 Mhz | GeForce GTX 1080, Acer Predator XB241H G-Sync, Rift/Touch/3 cams.
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