Forum Discussion

MilonZ's avatar
MilonZ
Honored Guest
18 days ago
Solved

Brand new Meta Quest 3S not pairing

I've bought my first brand new VR headset on Amazon, on the official Meta shop, a Meta Quest 3S. No on a shady reseller.

I've spent at least 5 hours trying to pair the headset on my Android phone, via the Meta Horizon app.

I'm still stuck at the pair with the Horizon app screen on the Quest, which is for now a 300+$ worthless brick.
I might add that i'm a senior systems engineer, more able with computers / gadgets than most people ...

  • Both the Quest and the smartphone are on the 5GHz Wifi 5 channel (802.11ac)
  • The bluetooth is enabled on the smartphone
  • I've tried pairing on two separate Meta accounts
  • I select the correct headset model (Quest 3S)
  • I've tried erasing the cache, the data, and desinstalling the Meta Horizon app
  • I've factory reseted the headset a dozen of times
  • During the pairing, when i type a wrong pin code, the pairing is instantly failed, and the app asks me the pin
  • When i type the good pin code, the pairing takes time then shows the "unable to connect to your headset", asking me to restart the app, install the last version or factory reset the headset
  • Steps i've already taken
  • The Meta Quest Link on Windows 10 doesn't work, despite the headset being miraculously recognised via a usb cable . It asks me to enable the Air Link, which is controlled on the headset, which i cannont use ...
  • The SteamVR doesn't work either.

No access to professionally trained support when i try to navigate the sh*tty Meta support site.
My product number isn't recognised, and Meta refuses support.
I only have access to a community forum for a paid product, which Meta is supposed to provide proper support.
For now, i feel like i've beeen scammed.

I've got about 2 weeks to make all that work and prove it's viable technology.
If not, I'll ask a refund, and shop for a more expensive headset, but more serious.

Can someone give me some really useful clues ?
Or lead me to a real support form ?

Thanks

Horizon
Meta Link
Meta Quest 3
pc
pin
  • MilonZ42's avatar
    MilonZ42
    15 days ago

    Hello, i've cancelled the RMA, as i was able to pair the headset with the Meta Horizon app.
    The answer was to disable all the bluetooth devices in my home (PC, smart home, etc).
    And to temporarily disable all the bluetooth devices my smartphone was paired to (headphones, smart watch, etc).
    The more you are connected, the more i recommend going stone age, at least during the pairing phase.

    I honestly don't know which one did the trick, but as i was pretty sure that the wifi was OK, that the bluetooth was enabled on my smartphone and OK, that the headset was itself OK (i saw it half-working with the PC Meta Quest Link), i cornered the issue to some weird software or bluetooth issue.

    As i've never seen recommandations as precise about bluetooth, i hope this post will at least save some headaches to future users ...

7 Replies

    • MilonZ42's avatar
      MilonZ42
      Explorer
      17 days ago

      Hello Choleni,

       

      Yes, i've found the post when i had first the problem.
      No chances till now.
      I've even tried once more this evening, from the start, with no further success (factory reset, clearing the app cache / data, reinstalling the app, moving the halted headset as far as i could from the phone, etc).

      I'll get the serial number on the box, and see what i can do with the support

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    17 days ago

    Hey there MilonZ!

     

    We hear that you're having issues pairing your newly bought Quest 3S to your Android phone, that's not the ideal start into the Metaverse and we want to take a look into this with you to get this problem resolved!

     

    Now, you've already gone through a lot of steps and a lot of precious hours to get this paired, it still not working is not our idea of a good experience so lets get this fixed as soon as possible!

    Let's get started, you mentioned entering a pin when trying to connect your device, since that didn't work we'd like to suggest a few extra steps for you to try out.

     

    • Open the Meta Horizon mobile app on a compatible mobile device. Please also make sure that you phone is either:
      • Apple iOS 15.1 or later
      • Android 5.0 or later
    • After opening the Meta Horizon mobile app, if not already setup, continue the setup process which includes:
      • Signing into a Meta account
      • Setting up a VR profile
      • Adjusting preferences and privacy settings
      • Creating a store PIN
      • Adding payment information
    • Once all that is done, the app may prompt to select a headset. If not prompted automatically, tap the headset icon in the upper left of the home screen.
    • Select the headset or add a new headset.
    • After selecting the headset to pair, it will either pair automatically or ask for the pairing code displayed in the headset.

    After the headset is paired, tap Wi-Fi or Controller Issues? and select the issue that you are having, from there follow the remaining steps displayed in the Meta Horizon mobile app to resolve the issue.

     

    If the problem continues to persist, then we'd like to have a closer look into this with you. For that either follow the link from Choleni to our official help website where you can reach our support team or write us a private message here in the community. You can write us privates by selecting our name to get to our profile page or by clicking 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.

     

    Thank you and we hope that we can get this fixed quickly, so that you can start enjoying the virtual world soon.

    • MilonZ42's avatar
      MilonZ42
      Explorer
      17 days ago

      I have a Samsung A52S phone, pretty recent, not rooted, automatically updated (Android 14, One UI 6.1, Meta Horizon 346.0.0.22.105)
      And a better PC than 90% of the Steam community.

  • MilonZ42's avatar
    MilonZ42
    Explorer
    17 days ago

    The headset will be returned on RMA. Thanks for the posts.

    • MilonZ42's avatar
      MilonZ42
      Explorer
      15 days ago

      Hello, i've cancelled the RMA, as i was able to pair the headset with the Meta Horizon app.
      The answer was to disable all the bluetooth devices in my home (PC, smart home, etc).
      And to temporarily disable all the bluetooth devices my smartphone was paired to (headphones, smart watch, etc).
      The more you are connected, the more i recommend going stone age, at least during the pairing phase.

      I honestly don't know which one did the trick, but as i was pretty sure that the wifi was OK, that the bluetooth was enabled on my smartphone and OK, that the headset was itself OK (i saw it half-working with the PC Meta Quest Link), i cornered the issue to some weird software or bluetooth issue.

      As i've never seen recommandations as precise about bluetooth, i hope this post will at least save some headaches to future users ...

      • Choleni's avatar
        Choleni
        MVP
        15 days ago

        Great that you got it working!👍

        You should mark your post as solution......it's easier to find for other users who are looking for solution for their issue😉