Forum Discussion

Arrogantiger's avatar
Arrogantiger
Honored Guest
14 days ago

Grey screen and account problem

This afternoon I checked the settings and it showed I had a pending update I accepted it and put my headset aside to let it work. Once I put it back on it was stuck on a grey screen.

I already : factory reset it, updated it using the web tool, let it rest and charge it to 100%

Then I gave up and tried to ask for help the meta website keeps telling me my account has no devices associated, but I actually have the Meta App in my cellphone and the device is actually linked.

I'm going insane I bought this for Christmas and now suddenly is not working after installing an update and the website doesn't let me contact customer service

What options do I have?

3 Replies

  • steve_40's avatar
    steve_40
    Honored Visionary
    14 days ago

    At the grey screen, try pressing the power button briefly to put the headset to sleep, then press it briefly again, and see if the profile menu appears. Make sure the proximity sensor isn't obstructed.

    You can get official Meta support here (no serial number required).

    • Arrogantiger's avatar
      Arrogantiger
      Honored Guest
      14 days ago

      No response from pressing the power button during grey screen, if it helps another detail I detected is that there's no jingle during the meta logo like it normally does. If I press it during 15 seconds it goes into the following loop

      Green bar > Meta Logo > Grey Screen

      I'll try to reach out to meta using the link you shared, thanks a lot.

      • Maccyb123's avatar
        Maccyb123
        Consultant
        14 days ago

        Arrogantiger Have you tried factory resetting it? Assuming you have cloud backups enabled you shouldn't lose and game progress etc. Support'll probably tell you to try it anyway.. 

        I'm sure you probably know how to do it but anyway, here it is. 

        1. Turn off your headset
        2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
        3.  Use the volume buttons on your headset to highlight Factory Reset and press the power button.
        4.  Use the volume buttons on your headset to highlight Yes and press the power button.