Child Profile Won't Load Anything

So my son has a Quest 3s with a child profile and I have a profile from setting it up.  Suddenly it wont load anything.  We have tried re-starting it etc and when I enter my profile it loads the 'lounge' area where I can do things however when we go into his profile it just shows our living room.  I have tried removing the profile and re-adding, re-starting etc but nothing seems to work no buttons on the remotes - nothing.  I have tried the support and we get to the point where it says 'sorry I can not help please close the chat' which is not helpful.  Does anyone have any suggestions as I am at a loss and I seem unable to get any help from Meta!