Forum Discussion

TKFIAL's avatar
TKFIAL
Explorer
1 month ago

Quest 3s won't charge unless powered Off

I have spent the past few months noticing that my Quest 3s will not charge unless the Quest 3s is powered off. I finally decided to contact Meta Support and dealt with one of the rudest Customer Service Representatives I have ever had the dishonor of dealing with.

I tried a Software Update, Factory Reset, Boot load, etc. I tried every option from Forums or other Social Media locations.

The issue started after a Firmware Update after my 1 Year Warranty expired. So, naturally I bring this to this person's attention and instead, I get told that I can purchase a replacement. I ask to have my ticket escalated, but I'm told that can't be done because it isn't an issue worth escalating. So, an issue brought on by a Meta update can't be fixed because it's outside of my warranty and the ticket can't be escalated?

Has anyone else dealt with your Quest not charging unless powered off? If so, how were you able to fix, if you could?

 

Thanks everyone,

battery
charging
customer service
customercare
customerservice
escalation
factort reset
firmware
Meta Account
QUEST3S

5 Replies

  • Maccyb123's avatar
    Maccyb123
    Expert Consultant
    1 month ago

    It depends on what you're doing. If you're playing games or watching video while you're charging it, it can charge very slowly or not at all. If it's sleeping and not charging you should check your charger, the cable, and the wall socket to make sure they're OK. Try different charger, cable and wall socket to make sure it's not the problem. You could also try a factory reset, or connect your headset to your PC and run the Meta Software Update tool which can repair a faulty update. I'll leave a link.  If you've done all that, you should get it repaired.. As your warranty is up, Meta will not replace it.. If you're in the US try Fix My Oculus, who can diagnose any issue and repair it.. If you're outside of the US try to find a 3rd party repairer where you are. Good luck!

    https://www.meta.com/help/quest/software_update/

     

     

     

     

    • TKFIAL's avatar
      TKFIAL
      Explorer
      1 month ago

      Hello. I am not trying to play and charge. I'm just putting the Quest into Sleep Mode. I've tried a different Power Supply, different cables, different Socket, Factory Reset, and when I tried the Software Update but I get a Failure Message about "Cannot connect with device! Make sure device is in ADB or FASTBOOT MODE." 

      Thanks for the advice about Fix My Oculus. I appreciate it.

      • Maccyb123's avatar
        Maccyb123
        Expert Consultant
        1 month ago

        You're very welcome. You have definitely tried everything then. Fix My Oculus is a really good service. 👍👍