Meta Quest update button not doing anything after PTC V66

Hello,

this time I'm posting my complaint here in the forum instead of contacting support directly. I don't want to go into my story any further than necessary, because I've already had too much trouble with the device. But maybe other users are in the same situation as me; in any case, it would be good to know whether I'm an isolated case or whether others have had similar experiences.

I bought my first Quest 2 about two and a half years ago. A short time later, the charging port melted when I was charging the device, so it was replaced. The replacement device had a controller that stopped working a short time later, so it was replaced again. So I have already had three devices in a period of about eight months. This one worked satisfactorily; I used it normally, I didn't use it for anything extraordinary.

Some time later, however, the third device stopped working after an update of the operating system: it got stuck at the boot screen with the Meta logo. Again and again. So I contacted support again. Another replacement device. After a while, this one also showed an update error, with the same symptoms. Another replacement device...

I currently have the sixth replacement device before me, which has been showing an update error again since yesterday. This time, in a desperate situation, I tried to use the sideload function for the first time and installed an older version. Unfortunately, without success. The result is always the Meta logo when booting. I also can't reset the device to factory settings via the boot menu. I have tried a lot of things over recent months, and I have also followed many of the suggestions from the support team (unfortunately, I have a lot of experience with this...).

I don't want to go into my story here. And I don't think that I or my current device can be helped in any way (except with a replacement device that will have a fault shortly afterwards). My experiences so far have been too negative for that. Don't get me wrong: the support has always been helpful and courteous.

What I do criticize, however, is the apparent quality of the Meta device. I now have the strong feeling that the device, which is not old, simply isn't compatible with newer updates. My experience so far has shown that updates are a game of chance. It seems as if not all devices are suitable for all updates. But since the hardware status cannot be verified externally, it is also impossible to determine whether the device is really suitable for an update. The update is simply installed - and the user is left with a useless device in which he has invested a lot of money. And one replacement device after another: guys, that can't really be the solution! Customer relations are made in a different way!

I strongly criticize this approach. As I mentioned earlier, I bought my first Quest 2 two and a half years ago and I have to say that I expected a device that costs €350 to last longer – significantly longer. A few months ago, I was considering buying the Quest 3 - but since I now have my sixth replacement device, which has also stopped working, I will probably refrain from buying a much more expensive device, because the risk of investing a lot of money in something that loses its function after a short time is simply too high. You should also not underestimate how much time and nerves you have to invest in the replacement process.

I don't expect a solution to be found through my post. However, I would like to show the community that there are cases like mine - and find out whether there are other users who have had similar experiences. After all, I am now one of those customers who cannot recommend Meta Quest 2. Unless someone wants to make troubleshooting their hobby.

Kind regards

Same, my passthrough is still garbage. That’s what I was excited to get in the 1st place. 

Yeah same as me. Since v65 its been this way. I updated to v66 but the passthrough is same as v65. Something must be wrong. The newest feature; background audio works good tho so the update did something. 

Hi TheeScientist,

I tried to reboot my headset but that did not solve the issue. A couple of days ago, I got the v66 update and was able to download it but I never got the option to install it. When I look under Software Update in the system settings it says No updates available however when I power off my headset, I get a message saying Update In Progress (with the rainbow loading bar) but it just stays there forever and never actually updates the headset.