Forum Discussion

alex6m59's avatar
alex6m59
Honored Guest
5 months ago

Quest 2 start then black screen

Hello everyone,

I recently had problem when starting my quest 2: the meta logo appears, then the screen stay still and the headset go to the standby mode even if i have the headset on my head.

Even if i put my finger on the proximity sensor, it doesn't work.

I guess the proximity sensor is the responsible, so i bought a new one but the result is the same.

I wanted to use the developer mode to disable the proximity sensor but it doesn't work at all.

I tried with the meta horizon android application, it tells me "we encounter problems..."

I also tried the meta quest developer hub windows app, and it find the meta quest through usb cable but it says "The headset was not able to connect through bluetooth".

Is there anyone who had the same problem ?

Thanks very much

alex6m

6 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    Thanks for letting us know about your situation, alex6m59! 

     

    We can see that you are struggling with the sensors in your headset and we wanted to help you get back in the Metaverse. 

    There are a couple reasons why sensors might be unresponsive, we will be attaching a couple of steps that could prove to be a solution for this particular issue: 
     

    •  If the eyeglass spacer is in use: confirm it is seated correctly and not blocking the proximity sensor
    • 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
    • Ensure nothing is getting inside the headset under the facial interface such as hair
    • Change the Auto-Sleep timer to anything longer than 15 seconds

    Additionally, you can use the Meta Quest Software Update Tool. You can use this tool to update and repair the operative system in our Meta Quest 2. 

     

    If after these steps you find yourself struggling with the same issue. Do not hesitate and send us a private message by clicking on our profile picture or by clicking on the following link: https://www.meta.com/help/support/

     

    We are always happy to help! 

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    5 months ago

    Hello there, we just want to check if you still need any further support regarding the black screen on your Meta Quest 2. We look forward to your reply and thank you so much in advance for your understanding and cooperation! 

  • alex6m59's avatar
    alex6m59
    Honored Guest
    5 months ago

    Hello,

    Thanks for your answer.

    There is no eyeglass spacer or accessories on the quest 2.

    Nothing is blocking the proximity sensor.

    How can i change the auto-sleep timer since i don't have access to the vr headset directly ?

    I juste updated the software with my pc on that url: https://www.meta.com/fr-fr/help/quest/software_update

    Unfortunately, it didn't change anything.

    What can i do ?

    Thanks for your help

    alex6m

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      5 months ago

      Hey again alex6m59. Thanks for letting us know you are still facing the black screen issue on your Quest 2.

       

      We would like to look into this further for you and we would like to invite you to our private DM to investigate this.

       

      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.

       

      We look forward to your reply!

  • Dendennis's avatar
    Dendennis
    Honored Guest
    5 months ago

    I kept having this problem normal start up then black screen but still sound (as well as the boundary floor level randomly changing), I deleted  boundary history re-created boundary and reset Experimental features to default (just in case) and restarted, that appears to have fixed it (I'll test some more but it seems to have stopped doing it)