Quest 2 controllers not working except powering off menu showing up

After re-starting several times and installing the batteries, the problem persists.

Once the quest is power on, when. I need select a profile icon to proceed, neither controller is working. There is no tracking at all.

However, when I press and hold the power button to shut it off, a power menu shows up, including sleep/restart/power off options, I can see both controllers (100% battery). For that menu, I can use the controller to select any option.