Forum Discussion

artishabing's avatar
artishabing
Honored Guest
4 years ago
Solved

black screen but I can still hear audio

The problem started with half my screen being all black and had a trail effect and now it’s gone all black (it’s kind of lit up though)

I can still hear the audio from the headset and when I cast to my oculus quest 2 everything is fine on my phone but on my headset it’s all black and it’s been like that for around 1-3 months please help

 

black screen
Casting & Mirroring
Display Loss
Quest 2
  • TheAntiSocializer's avatar
    TheAntiSocializer
    4 years ago

    Kilo60 Have you tried hitting up our support team by chance? 

     

    They'd love to help out in fixing that black screen issue, or look into some other possible alternatives. 

     

    You can reach them with the following steps:

     

    1. Open this link here
    2. Select Meta Quest
    3. Click Software or Content 
    4. Select Other software or content issue and choose one of the options for contact.

     

    Hope this helps! 

  • troytakac's avatar
    troytakac
    2 years ago
    Heya! I haven't seen this solution posted anywhere so I'm going around posting it where I can.
    The reason I found that this can happen is from a missing DLL when Oculus Dash launches (and silently fails).
     
    To verify, go to C:\Program Files\Oculus\Support\oculus-dash\dash\bin and open OculusDash.exe (this is what opens first when you start quest link and is responsible for the white void + grey dashboard).
     
    If it errors and complains about vcruntime140_1.dll, download the x64 Redistributables for Visual C++ 2015/2017/2019 from here: https://aka.ms/vs/16/release/vc_redist.x64.exe
    Restart the Oculus app and re-connect your headset!

18 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    4 years ago

    Hey there, artishabing. We don't want anyone to have an unusable device, and we would be happy to help you troubleshoot this issue! Please try to reboot the Quest 2 using the steps below.

     

    1. With the headset on, press the power button.
    2. Select Restart.
    3. You will see a power off/restarting message, after which the Quest will power down and restart.

    If that doesn't work, please look into Oculus cloud back-up here: https://metaque.st/CloudBackup, then try factory resetting your device using the steps below.

     

    1. Tap "Devices" to find your headset.
    2. Tap the headset you want to reset and then tap "Advanced Settings."
    3. Tap "Factory Reset" in this menu and confirm your choice by tapping "Reset."
    4. Now just wait for your headset to go back to factory settings.

    If none of the steps work, then we would be happy to look into this further for you over a support ticket here: https://store.facebook.com/help/support/quest.

    • Kilo60's avatar
      Kilo60
      Protege
      4 years ago

      I've tried every fix listed here and elsewhere so far zero luck fixing this issue.

       

      I've never seen anyone post that they have resoled this issue when they have tried all the suggestions and still have this problem like me.

       

      I even wasted $150 on brand new controllers hoping this would fix the issue somehow..

       

      Extremely disappointed in this product and getting the Apple VR now instead...

       

      Goodbye Metaverse wish I had a chance to try the "verse" before this issue bricked my headset!

      • TheAntiSocializer's avatar
        TheAntiSocializer
        Retired Support
        4 years ago

        Kilo60 Have you tried hitting up our support team by chance? 

         

        They'd love to help out in fixing that black screen issue, or look into some other possible alternatives. 

         

        You can reach them with the following steps:

         

        1. Open this link here
        2. Select Meta Quest
        3. Click Software or Content 
        4. Select Other software or content issue and choose one of the options for contact.

         

        Hope this helps! 

  • Kilo60's avatar
    Kilo60
    Protege
    4 years ago

    I'm having the exact same issuefor over a week now...

     

    Turn Quest 2 on see three dots then a black screen while the menu music plays.

     

    No Guardian or home screen at all.

     

    Tried the hard restart and factory reset a dozen times still not working.

     

    I even bought two brand new controllers and still having the same issue.

     

    Checked the proximity camera adjusted the foam frame and even tried rebootng with tape over the sensor.

     

    Nothing is working.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      4 years ago

      Hello! We see you're having issues with your VR device! This is not the kind of experience we want you to have. We appreciate you letting us know the steps you have done so far. Since you've already exhausted the troubleshooting steps on our end, we ask that you contact our Meta Store Support team so they can provide more options for you. 

       

      Please click here to get connected with one of our amazing agents through either a chat or scheduling a call. 

  • troytakac's avatar
    troytakac
    Explorer
    2 years ago
    Heya! I haven't seen this solution posted anywhere so I'm going around posting it where I can.
    The reason I found that this can happen is from a missing DLL when Oculus Dash launches (and silently fails).
     
    To verify, go to C:\Program Files\Oculus\Support\oculus-dash\dash\bin and open OculusDash.exe (this is what opens first when you start quest link and is responsible for the white void + grey dashboard).
     
    If it errors and complains about vcruntime140_1.dll, download the x64 Redistributables for Visual C++ 2015/2017/2019 from here: https://aka.ms/vs/16/release/vc_redist.x64.exe
    Restart the Oculus app and re-connect your headset!
    • Hicy's avatar
      Hicy
      Honored Guest
      2 years ago

      Hey, bro

      Did you say that your solution can resolve the issues of Quest3 which got black screen but with audio? Hope to hear from you, thanks!

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        2 years ago

        Hey there Hicy! It seems like you're experiencing some trouble with your Quest 3 as it has a black screen, but you can still hear audio. To resolve this, we recommend performing a hard reboot on your headset. 

         

        1. Hold down the power button and volume down button for 30 seconds until you hear the boot-up sound
        2. If the boot-up sound is not heard:
          1. Hold the power and volume (-) button down simultaneously until the boot screen loads on your headset.
          2. Use the volume buttons on your headset to highlight "Boot Device" and press the power button.
          3. Use the volume buttons on your headset to highlight Yes and press the power button.

        Please let us know if this suggestion was helpful to you!

  • FullMetalAlchemist's avatar
    FullMetalAlchemist
    Honored Guest
    11 months ago

    this worked for me. ill link the site aswell

    Check the Oculus app    . Load up the Oculus app on your phone, and log in if it doesn’t log in automatically. Check to see if the app sees your headset, and try launching a game from the app. After launching the game, put your headset on and check to see if the black screen problem has been corrected.

    https://www.lifewire.com/fix-black-screen-of-death-on-oculus-quest-5114284#:~:text=Perform%20a%20hard%20reboot.,the%20black%20screen%20of%20death.