I need major help for a friend

Hi there @bluedreamzxd.971898,

 

We came across your post and we would love to help your friend get back into the Metaverse uninterrupted!

 

 This could be related to the Proximity sensor on his headset, so lets run through some troubleshooting:

 

1. If the eyeglass spacer is in use: confirm it is seated correctly and not blocking the proximity sensor

2. Verify the facial interface is seated correctly and not blocking the proximity sensor

• If the customer is using an unsupported third-party facial interface, remove it

3. Ensure nothing is getting inside the headset under the facial interface such as hair

4. Change the Auto-Sleep timer to anything longer than 15 seconds

• If the sensor is still detecting the user sometimes this may be enough to resolve the issue.
• To access the Auto-Sleep settings:
• Access the universal menu by pressing the Oculus button on the right Touch controller.
• Select the Quick Settings (the area with the clock) to view the device settings.
• Click the Settings button in the upper right corner.
• Select General.
• Select Power.
• Change the Sleep mode setting to anything longer than 15 seconds.

Part 1/2

If the headset is still turning off mid use please try out the following steps:

 

1. Make sure the headset battery is not low

2. Confirm if the customer is getting any errors or warnings

3. Hard Reboot the headset

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

4. Remove any unsupported third-party accessories that may affect boot (such as external battery packs, accessories that plug into the USB-C port, etc.)

 

If that doesn't resolve it, please send us a private message so we can provide further steps!

 

Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

Hi again,

 

We just wanted to check in to see if that troubleshooting resolved the issue?

 

If not please don't hesitate to get back in touch!