Forum Discussion

EsVi's avatar
EsVi
Explorer
2 years ago

USB-C Port Disabled, water and debris - there is none. Probable Hardware Issue?

There is something inherently wrong with the Quest 3 USB-C port. 

Anytime I attempt to charge the device while using it, I get a pop up and it starts beeping a warning saying that the USB-C port has been disabled for dust and debris. 

There is absolutely not dust or debris. I know this for a fact because I exchanged a unit with a new one, took it straight out of the box with no liquid or dust in sight - and the brand new unit does the same thing. 

I am using the most current software / firmware as of September 2024. 

 

This may be a hardware issue as it appears not everyone gets this issue. I’ve seen Meta marking several of these as solved when it isn’t, which makes me believe that this may be a known hardware issue. 

Hopefully meta fixes the issue in future production. 

Meta Quest 3

37 Replies

  • OMOTO's avatar
    OMOTO
    Meta Quest Support
    2 years ago

    Hey, EsVi! First of all - welcome to the community!

    I want to say thank you for contributing and offering help to others who may be encountering the same issue. As you've mentioned, this is an issue that's been addressed on the forums on multiple occasions, most notably our known issue thread for it, which includes a lot of really helpful troubleshooting information.

    Marking responses as solved is something we, as mods, do to highlight updates, advice, and any other information that might be helpful to users looking at the thread for the first time. It is absolutely not an admission of a 'known hardware issue' from Meta, or an attempt by us to close down conversations, as we often leave these threads open for more discussion as issues evolve and new solutions are found.

    On that note, I've removed some content from your post. There are troubleshooting steps available that several users have reported success with and we want to ensure they're as easy to find as possible for everybody, particular for users who are no longer covered by a warranty.

    To save you from digging around further, I'd love to try and help you figure things out. 
    Are you using the included charger to charge your Quest 3?
    Are you plugging the Quest 3 into a PC for charging or an outlet?
    If you are using an outlet, is this directly on a wall or are you using some kind of extension cable or power strip?

  • EsVi's avatar
    EsVi
    Explorer
    2 years ago

    Well it’s very unfortunate you’ve chosen to sensor my post. I was hoping meta would be more interested in support than censorship. 

    I guess I’ll have to resort to the more mainstream platforms on this topic. 

     

    There is no issue on my end. I’m using wall outlets that are confirmed in good order with a multimeter, with the Quest 3 charger and a Quest 3 cable. 
    This has happened on two of your Quest 3 units straight out of the box. 

    unfortunately it sounds like I will have to keep exchanging these until I get lucky with a functioning unit. Which is very inconvenient. 

    • OMOTO's avatar
      OMOTO
      Meta Quest Support
      2 years ago

      Hey EsVi!

      Thanks for getting back to me and I'd love to continue to try and offer some support on the issue.

      I'm really impressed that you've gone so far as to be running voltage tests! It certainly helps us narrow down what might be causing the problem. Brilliant stuff.

      By any chance would you have any other plugs or USB-C chargers around that operate with a slightly higher wattage, preferably something around the 31W mark?

      As a few people have mentioned in that thread recently, higher wattage chargers seem to clear the error, so I'd be interested to hear if that works for you, too.

  • EsVi's avatar
    EsVi
    Explorer
    2 years ago

    If a higher wattage charger clears the error, then why aren’t you selling your units with the appropriately sized charger? 

    would you like to send me an appropriately sized charger since you apparently sold me a unit with an underpowered charger? 

    • OMOTO's avatar
      OMOTO
      Meta Quest Support
      2 years ago

      Hey EsVi!

      I don't see this as a long term fix, I'm just trying to narrow down the issue!
      If a higher wattage charger works, we can rule out it being a hardware issue and I can pass the information on to the team at Meta for them to investigate further and get to work on a software fix.

      If you're not able to test that for me, no worries! I can keep you updated if I hear about any new troubleshooting tips.

      • EsVi's avatar
        EsVi
        Explorer
        2 years ago

        Asking customers to grab random electronics they have around the house, plug it in and see if it helps is a joke. 

        Meta has research and development facilities. You’re telling me they couldn’t figure out the correct wattage to provision this device with in the lab, so now they need me to try a few random charges I have lying around to see if it helps?

         

        Extremely unprofessional. 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there hammartime4270 

       

      Could you please send us a private message so we can try and help with this?

       

      Simply click on our name to access our profile page or click here. Once there, select 'Send a message' to privately message us. Please note that you must be signed in to the community before sending a private message.

  • Directorb08's avatar
    Directorb08
    Explorer
    2 years ago

    A lot of people seem to be having this issues myself included it will ruin iRacing, it’s definitely a software issue with the quest 3 and its usb communication it’s frustrating makes you want to stop using quest VR because I can’t find a solution to it 

  • freqnz37's avatar
    freqnz37
    Honored Guest
    2 years ago

    Same here. The device is new. I contacted support, told them there is no debris or dust on the port. The answer was to clean the port with a tooth brush while wearing a safety mask.. they must be joking 

    • densebread's avatar
      densebread
      Honored Guest
      2 years ago

      Just want to report I am also a new Quest 3 owner, coming from Quest 2, and getting the same intermittent water debris notification that interrupts gameplay. Despite the warning that it is no longer charging, the device still shows the charging icon and has no battery drain while playing and plugged in.

      I am using the official charger plugged into the wall and this link cable.  It is thicker than the cable that comes with the Quest and obviously of an actual usable length to have plugged in while playing.

      I see this issue has existed for over a year and another thread says various firmware updates should fix it but clearly didn't. What is the remedy here?

  • chris.kostolni's avatar
    chris.kostolni
    Explorer
    2 years ago

    Adding to this post as I am having the same issue.  the cable and port are basically brand new. this message pops up in the middle of game play!  Its unacceptable to not have a clear cut way to at least supress this message from popping up and disable my entire VR system from viewing the racing game I am in. 

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there! We just wanted to jump in to this post to encourage anyone experiencing these issues to reach out to support directly. You can send us an email: https://www.meta.com/help/support or alternatively you can send us a Direct Message here on the forums. Please select our name to get to our profile page, or click 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.

       

      We hope to hear from you guys soon!

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hi There, 

       

      We can certainly take a look at this for you. We invite you to message us privately, so we can investigate further. Please select our name to get to our profile page, or click 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.

       

      We look forward to hearing from you!

  • maconildo's avatar
    maconildo
    Honored Guest
    2 years ago

    Same here.. no solution yet. Brand New meta Quest 3 and i Just cant charge my device because this message..

    • burningstar1983's avatar
      burningstar1983
      Explorer
      12 months ago

      I found temp solution , I stop using charger which is comes with headset. Only charging via link cable and no more issue.