Forum Discussion

Linda1971's avatar
Linda1971
Honored Guest
13 days ago

Not getting past the meta logo

Hi! I hope someone can help, after a playing a game my headset wouldn’t start - I’ve had it for 4 weeks and haven’t gotten a chance to play more then an hour or two. I’ve searched a ton of help forums and YouTube videos and have: 1. Restarted 2. Rebooted 3. Factory reset and i still end up with a grey/black screen after the meta logo circles around (with no sound)

I called Best Buy to see if i could swap it and I’m past the 15 days, they told me to get ahold of meta but when i type in my serial number to start a claim it says the number isn’t recognized but I’m typing it in directly from my headset. Anyone have any tips for me to either get in touch with Meta or fix this problem with something I haven’t done? Thank you!

2 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    13 days ago

    Hello Linda1971,

     

    We understand how frustrating it can be when your new headset isn’t working as expected, and we truly appreciate all the effort you’ve already put into trying to fix it. You've done a great job researching on your own, now let’s see what else we can do together to get things back on track.

     

    Here are a few steps that can help:

    • If you’re using any third-party accessories (like external battery packs or USB-C add-ons), try removing them temporarily. Sometimes these can interfere with the boot process.
    • Make sure your headset has enough battery charge. A low battery can sometimes prevent proper startup.
    • Try using the Meta Quest Software Update Tool to sideload the latest update. This can often resolve software-related issues.

    If you’ve tried these steps and the issue is still there, don’t worry, we’re here to help! Please send us a private message so we can explore more options with you. Just click our name to visit our profile, then select “Send a Message.” (Make sure you're signed into the community first.)

     

    We’re looking forward to hearing from you and getting this sorted out together

  • Gutek458's avatar
    Gutek458
    Explorer
    13 days ago

    Well this is typical Quest experience for you. If possible just return this crap. It will sometimes work, sometimes not, most of the times it will not work correctly.