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Arya12343
New Participant
July 15, 2026
Question

Quest 2 legacy factory reset brick / Support demanding $160 fee

Hi @MetaQuestSupport ,

I am requesting an internal escalation and manual review for a hard-bricked Quest 2 headset shell.

The headset was functioning normally back in 2022/2023 (I cant remember exactly when this happened) but after being left unplugged at low battery overnight, it got stuck with a spinning meta logo.

I performed a standard factory reset on my device TODAY. The reset instantly failed, throwing the dm-verity security error screen stating "Your device is corrupt. It can't be trusted and will not boot." Immediately after that initial warning, the headset locked itself into a permanent USB Update Mode reboot loop. 

The physical power button and volume buttons work to move the menu highlighter but will not shut down the device. Furthermore, the low-level USB data lines are entirely unresponsive to ADB, fastboot, and the official web recovery tool on Ubuntu with proper udev rules applied. 

Front-line support chat told me my case "cannot be escalated" because the headset isn't paired to an active account, and they are demanding a $160 out-of-warranty fee. Additionally, the automated Product Claim page says the serial number is "not affected."

Because this hardware was completely functioning until it was bricked strictly by a system-level encryption/partition collapse during an official factory reset function today, I am requesting a manual coordinator review for a no-cost refurbished hardware exchange.

Thank you.

    3 replies

    Choleni
    Choleni
    Honored Contributor
    July 15, 2026
    Arya12343 wrote:

    The headset was functioning normally back in 2022/2023 (I cant remember exactly when this happened) but after being left unplugged at low battery overnight, it got stuck with a spinning meta logo.

    I performed a standard factory reset on my device TODAY.

    So, you let the headset sit for 3-4 years without updating it. The headset missed 20-30 - probably more - updates.ðŸĪŠ

     

    Because this hardware was completely functioning

    You said it stuck on the spinning logo....... my understanding from "completely functioning" is different.

    Why didn't you perform a factory back then, or looked for a repair service to fix the Quest?

     until it was bricked strictly by a system-level encryption/partition collapse during an official factory reset function today

    It was bricked because you let it sit without updating it for such a long period, not because of the factory reset.

    You still might have a happily running Quest if you had took care of the issue as it occurs.

     

     

      Maccyb123
      Honored Contributor
      July 15, 2026

      You left it too long. There are multiple updates missing. Choleni has explained your situation. Possibly you could try connecting your headset to your pc and try the Meta Software Update tool, maybe it will update it, maybe not, but worth a try. I'll put a link below. As your headset is out of warranty, they won't fix it for free.

      Here is the link to the software tool, open it on your pc, attach your headset and try running it. Good luck! NOTE:  Your PC must have a USB C connection I think. 

      https://www.meta.com/en-gb/help/quest/software_update/

       

        Maccyb123
        Honored Contributor
        July 15, 2026

        Oh, by the way, you addressed Meta Support in your initial post. There are no Meta employees here to assist you, this is a user only forum and Meta no longer monitors this forum so nobody will see it. If you want to talk to a human Meta Support person directly, there are options in this link https://www.meta.com/en-gb/help/support/?g1=5960237440706837&g2=26500769372871399&g3=none&et=none&sg=skip

         

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