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Inspiring
February 19, 2024
Solved

Quest 3 stuck on spinning meta symbol

I also emailed support but thought I would try this as well. I have a meta quest 3 (7ish weeks old).

I worked out yesterday morning with Supernatural and it was fine. Plugged it in after I was done. A couple hours later, went to put it back on and had a few things happen. I got the SIM card symbol with the arrow and the green loading bar. Then I got the spinning meta sign just constantly spinning. Then the spinning meta going to black then coming back on and spinning (repeating). I have also gotten the image of a little robot lying on his back looking dead.

We have tried a few things:
1. Hold power down for 30 seconds to restart - doesn’t work
2. Power and volume down, did a hard reboot - doesn’t work
3. Did everything on that menu including a factory reset - doesn’t work

What next? Please help!

Inspiring
February 19, 2024

I just got off with Meta Quest live chat. They were amazing and it was super helpful. Mine is officially bricked and I'm working to get a new one from them. Make sure you have your box and sleeve if possible - I recycled my sleeve 😞 but it didn't matter. They just need serial numbers, copies of receipts etc. Make sure you do all of the steps I took above as well. They noted that they would have had me do those first anyway. Good luck. I'm just sad that I can't workout now - I was on an amazing streak. 

59 replies

Participant
February 19, 2024

I'm dealing with the exact same issues, right down to the last app I used. Worked out with supernatural perfectly fine yesterday afternoon, and tried to turn the headset on today and nothing is working. 

PiperFoxgloveAuthorAnswer
Inspiring
February 19, 2024

I just got off with Meta Quest live chat. They were amazing and it was super helpful. Mine is officially bricked and I'm working to get a new one from them. Make sure you have your box and sleeve if possible - I recycled my sleeve 😞 but it didn't matter. They just need serial numbers, copies of receipts etc. Make sure you do all of the steps I took above as well. They noted that they would have had me do those first anyway. Good luck. I'm just sad that I can't workout now - I was on an amazing streak. 

Participant
February 19, 2024

That sucks, but it looks like I'm going to be doing the same thing. I hope I kept the original box around haha, I guess i should give them a call. At least I still have my quest 2 to use as a back up to work out with, I can already feel my neck getting sore from the weight of the quest 2 lol

New Participant
March 3, 2024

I literally have just had the exact same experience as you did not once but not twice.  I never received any feedback on what was wrong with my original quest 3 which was RMA'd and now less than two weeks later I have the exact same issue where it shows the loading firmware screen and then the infinite spinning meta logo.  Hopefully in addition to a replacement RMA unit Meta will investigate what seems to be occurring here.  99% of my usage currently is working out with Supernatural for an hour a day.  I have nothing special loaded, nor any modifications to the headset.  It is bone stock.  I do have my wife's account on it as well, so that is the only variable I can think of so that is two accounts on a stock quest 3 using Supernatural.  Please help!  If there is anything I can do to prevent this I am more than happy to oblige, but I take excellent care of my units and there is no physical damage to it. 

I am adding this record to help log this ongoing issue in the forum as to hopefully save some sanity of those who might have a similar issue going on as well.

New Participant
April 29, 2024

I’ve had two Quest 3’s die by this too… it’s a garbage product and they know it but instead of fixing the problem continue to send out more garbage 

Participant
September 27, 2024

I'm on my 4th in 4 months.... only used it for supernatural app - there is an issue here - but Meta does not want to deal with it.

New Participant
March 3, 2024

I want to add one comment as to my original support and support which I am about to start for my issue.  There is no reasonably close issue type to select when seeking support from the main meta site when clicking on my unit for support.  The boot loop or stuck in booting is neither a battery, display, fan, pairing, Mic, camera, display wheel, front cover window, LED, speaker/audio issue.  This leads to much wasted time with support getting off on the wrong issue unnecessarily creating confusion and frustration from both parties.  There needs to be an option for headset will not boot or load properly.

Inspiring
March 4, 2024

Sounds the same as me... I have 2 accounts and I use only for Supernatural, although the kids use it for games. Have you held the power and volume button down and worked through those options, factory reset being the last option? Do those steps first. 

New Participant
March 5, 2024

Thanks for the suggestion,  Unfortunately I performed every step possible from my standpoint, but I did get the RMA going and it went out today(the return).  It's great that they handled it for me without as much runaround this time, but for what it's worth I just wish It would work without interruption.  I'm not quite sure what might be going on as I did not get any feedback, I have no idea what actually failed.  Time will tell.  

Inspiring
March 11, 2024

Unfortunately, my refurbished headset has also now bricked... ugh

MetaStoreHelp
Community Manager
March 12, 2024

Hello PiperFoxglove! We completely understand how you feel about the issue with your headset. To provide you with the necessary assistance and get you back to gaming, please send us a direct message (DM). You can find our profile page by selecting our name or by clicking on this link. Once you're there, simply click on "Send a Message" to privately message us. Just a reminder, make sure you're signed into the community before sending a private message. We're looking forward to hearing from you soon! 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Inspiring
March 12, 2024

All done and went through the same process as last time. Again, excellent customer service and I will be shipping the refurbished headset back this evening. I would like some advice though... why has this happened again? Are we doing something wrong? I typically work out for 30min on Supernatural, then go to "home" then shut it down and plug it in. If it has a more full battery still, I will just shut down. I sweat but it can't be enough to do damage in any way. My kids play some games but nothing is side loaded or anything. Why me? LOL

MetaStoreHelp
Community Manager
March 12, 2024

Definitely know this is not what should be happening with your headset. We would love to provide you with an answer; however, there is no clear reason that we know of. When we get into these kinds of situations, it's easy to think, "Why me?" Everything you mentioned is completely fine! We would just recommend for the headset to be cleaned and wiped off before putting it to charge. Thanks again for letting us know you have already started the process. Our team will know more about this experience you're having once they get the device! We're here for any questions or concerns you may have during this process. You and your family stay safe!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
mc4539
Up and Coming
May 1, 2024

I have this exact issue! My Meta Quest 3 headset lost tracking near the end of a 30-minute Supernatural workout. I thought this was a temporary issue, but the headset didn't automatically sleep when I took it off. Upon realizing this, I forced the headset to shut down, but when I tried powering it on, it became stuck at the logo screen.

I've contacted Meta support about this. They suggested to both hard reset and factory reset the headset... which didn't fix the issue at all. As of writing this, my headset is still stuck on the logo screen with the Meta logo fading in and out.

Does Supernatural somehow render Meta Quest 3 headsets in a vegetative state when the app is used too much? I wouldn't know, and I'm thinking this might have more to do with hardware than a specific app, however coincidental things may seem.

MetaStoreHelp
Community Manager
May 2, 2024

Hey mc4539! We are sorry to hear you are having issues with your Quest 3 device. 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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
New Participant
June 12, 2024

I am now having the same issue as stated above.

The issue occurred while I was playing Beat Saber at around the one hour mark.

I have tried the following steps in order to fix the issue, none of which have worked:

  1.  I held down the power button to reset the device, but it simply returned to the spinning meta logo after showing the loading chip icon.
  2. I held down the power and volume down buttons together at the same time until the USB update menu showed up and selected the power down option. When powering back on I was once again met with the endless spinning meta icon after the loading chip icon.
  3. I held down the power and volume down buttons until the display went black and then was once again met with the same issue as before.
  4. I held down the power and volume buttons until the USB update menu appeared and the select factory reset. After loading through the factory reset I was once again met with the same issue as before.
    1. I ensured the device was properly powered off and fully charged prior to attempting the factory reset.

I have now powered down the device and have it sitting idle to see if letting it cool off would help in case it overheated.

I still have the original box the Quest 3 came in but I do not have the sleeve.

What further steps can I take to attempt to resolve this issue?

MetaStoreHelp
Community Manager
June 12, 2024

Hi there, arkriumart! We really appreciate you sharing the details of your troubleshooting with the community! If your headset is still showing that loading chip icon after the factory reset and cool-down, please reach out to us privately so we can securely gather your device information and look into the best next steps. Please select our name to get to our profile page, or click here. 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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
New Participant
June 14, 2024

A quick update on my situation.
I spoke with Customer Support after trying all the troubleshooting methods I mentioned earlier, and we got a return process started.

HOWEVER, I had something come up and wasn't able to get it shipped for a day or two and on a whim decided to try turning it on. Upon doing so it guided me through the normal setup process as I had factory reset it and has been working great since.

Honored Contributor
June 14, 2024

Whoa, this is really interesting. I wonder if I should add "leave it alone for a few days" to my personal troubleshooting list? I'm glad everything worked out and you can get back to gaming! 

The future of home entertainment!
New Participant
August 18, 2024

I have exactly same issue, I tried to everything to reset my quest 3 but failed.

Now, I don't know what to do.

Please if anyone have a solution for this issue, let me know.