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CursivePizza43's avatar
CursivePizza43
Explorer
24 days ago
Solved

Quest 2 orphaned after factory reset - backend device ID missing

I own a Meta Quest 2

I am having horizon link issues and a possible fix I read about was doing a factory reset and reconnecting my device. After performing the factory reset, the headset can no longer be paired to my account. Now finding this forum i see a lot of people are having connectivity issues but i put myself further away. 

Meta systems show:
- No devices associated with my Meta account
- Serial number starting with 1WMM returns “device not found”
- Meta Quest mobile app throws GraphQLError 1675012
(OCDeviceProfilesManagerSurfaceQuery – Device ID must be specified)

The Meta support website blocks ticket creation because there is no device record.
This appears to be a backend device desynchronization / orphaned device issue. I am the first and only owner of this device.

Requesting Meta staff escalation for manual backend device reassociation or resolution.

Meta Quest 2
Support
  • Choleni's avatar
    Choleni
    20 days ago

    CursivePizza43​  there is a workaround for pairing issues with the app...... it's not the same error you have, though.

    So I don't know, if this can help at all🙁

     

7 Replies

  • Choleni's avatar
    Choleni
    MVP
    24 days ago

    Hi CursivePizza43​ 🙂

    CursivePizza43 wrote:

    The Meta support website blocks ticket creation because there is no device record.

    Go HERE to contact support via email, chat or WhatsApp.

  • CursivePizza43's avatar
    CursivePizza43
    Explorer
    20 days ago

    Update / Follow-up

     

    I wanted to provide an update for anyone who may come across this thread in the future.

     

    After extensive troubleshooting and multiple escalations with Meta Store Support, Meta has confirmed that my Quest 2 entered a backend device desynchronization state following a factory reset (a Meta-recommended troubleshooting step). The headset now fails pairing with GraphQLError 1675012 and cannot be associated with any Meta account — including a brand-new account.

     

    Meta Support acknowledged:

     

    • The issue is not user-caused
    • It is not resolvable through standard troubleshooting
    • There is no internal option to clear or repair the backend device record
    • Firmware sideloading was suggested “at my own risk,” with the warning it may permanently brick the device

     

     

    Meta Support suggested a manual firmware sideload using developer tools and a ZIP file as a last-resort option, with the disclaimer that it could permanently render the device unusable and would be done at my own risk. Given that the issue presents as an account/backend and app-level desynchronization (including inconsistent device state in the Meta Horizon app), this approach did not appear to address the underlying problem and carried significant risk.

     

    Ultimately, the only resolution offered was an out-of-warranty refurbished replacement purchase.

     

    This leaves me with a headset that powers on but cannot be paired or used, effectively a paperweight, despite following all recommended steps and working in good faith with support.

     

    I’m sharing this update so other users are aware that:

     

    • A factory reset can, in rare cases, permanently orphan a Quest 2
    • There may be no supported recovery path once this occurs
    • The cost of resolution may be passed to the customer even when the failure is backend-related

     

     

    I appreciate the assistance from the community members who helped escalate this case, but I’m disappointed that a supported troubleshooting step resulted in a non-recoverable device state with no remediation other than paying again.

     

    I hope this feedback helps Meta improve safeguards around factory resets and backend device recovery for future users.

    • Choleni's avatar
      Choleni
      MVP
      20 days ago

      😧😧 That's really bad and unbelievable.

      CursivePizza43 wrote:

      Firmware sideloading was suggested “at my own risk,” with the warning it may permanently brick the device

      Actually, you already have a unusable headset. You can't make it worse by trying.🙁

    • Choleni's avatar
      Choleni
      MVP
      20 days ago

      CursivePizza43​  there is a workaround for pairing issues with the app...... it's not the same error you have, though.

      So I don't know, if this can help at all🙁

       

      • CursivePizza43's avatar
        CursivePizza43
        Explorer
        20 days ago

        Thank you for sharing this and for taking the time to respond — I really appreciate it.

         

        I noticed in the video that he mentions sideloading along with what I have tried did not resolve his issue either, which closely matches what I’ve experienced so far. Given that similarity, this workaround seems worth trying at this point, especially since standard pairing steps and factory resets haven’t resolved the backend desynchronization in my case.

         

        I understand this may still be a long shot, but I appreciate you taking the time to help. I’ll give it a try and will report back with the outcome so others can benefit from the results as well.

         

        Thanks again.