[Resolved] - Quest 3 Elite Strap with Battery only connects for a few seconds

Made a ticket this Monday, get an answer with a bunch of questions today.
Have answer all questions and give every info i could. So I think Meta is working on it an we can help with details when we have an eye on the behaivior and the circumstances.
I personally think when I read the post here it´s in the most cases a software thing, in some cases a hardware-failure too.

Already learn one thing:

Until yesterday I used a lense cover when I charge the quest and the strap. But then the strap is only charged up to 86%. Found on the meta product support page, that the strap is only fully charged when it´s connected to the quest AND the quest recognize that you don´t wear it on your head.
It seems the quest check this with the sensor between the lenses and because of my lense cover it thinks the quest is on my head 🙂 ^^

Perhaps a helpful info for some of you.

So this is crap. I have to send the strap and battery back and then they will ship me a replacement.   Very different from others. 

“

Based on all the information you provided, we would like your Meta Quest 3 Elite Strap with Battery returned for further review and have a replacement Meta Quest 3 Elite Strap with Battery sent to you.

Please review the following instructions carefully regarding the return process. If it isn't followed correctly, it may cause a delay with your replacement.

Carefully pack just your current Meta Quest 3 Elite Strap with Battery in an appropriately sized shipping box.

• We ask you to use plenty of packing material to protect the component during shipping.
• Do not send any other items back with it because you will not get those back.
• Do not send it back in your original Oculus box because you will not get the same box back.
  

  Expected Timeline

  Once your return has been delivered to our distribution center, it typically takes 3-5 business days for your replacement to be shipped. You should receive a shipping confirmation email once your replacement order has been processed.   “

•  

Finally gave up waiting for a response from Meta. Ordered a replacement from Amazon, arrives tomorrow. Wish me luck! Hopefully they have done a quiet recall of units within the defective serial # range (assuming there's a pattern).

Mine works for the most part but occasionally I need to unplug it and plug it back in; as soon as I do that it is recognized if it disappears for some reason.  Hoping they can issue a FW update to make detection more reliable.

So I got my replacement today (less than 24h after a chat with support, another great service from them!)
So far the replacement is working. The S/N of this one is oddly earlier than my original one (the broken one thus).

Original one (broken): 2V5SQ0B F7XXXXX
New one: 2V5SQ0B F6XXXXX

I'm still sceptic if it will last since my original one lasted almost a week before breaking. Time will tell!

Has anyone who got a meta-direct replacement via support had it fail on them? I had an Amazon one fail, but wondered if meta were sending out working straps or not. Of course, some comms from them would help clear the situation up but they don’t seem inclined to do that 🫤

I also have to send mine back and get it inspected before I get a replacement. Now I gotta scrounge for a box and packing materials too. 

Also as a troubleshooting step they had me factory reset my headset which deleted all my game saves (unless there is a cloud save feature?). So I probably did that for nothing which I'm not happy about.

Meta support suggested these troubleshooting steps.

Gonna try them when I get home from work:

Hope this email reaches you well. To my understanding, your elite strap is draining the battery of your headset faster and you are experiencing power issues. Could you kindly attempt the following troubleshooting steps: Make sure the Quest 3 headset has the latest software version. Unplug and replug Elite Strap into headset. Make sure the headset is powered ON. Press the battery once on the Elite Strap and check LED color. -Green: Fully Charged -Orange: Charging -Blinking Orange: Low Charge -Blinking Alternative Colors: Error. Try resetting by pressing the button for > 12 seconds while not attached. No LED: charge the Elite Strap for at least an hour. This means a very low battery level. If Elite Strap is not charging the headset Try unplugging and replugging from headset Try unplugging and replugging from AC adapter If nothing works, try holding the button down for >12 seconds. If Elite Strap is not getting charged by the headset through the dock, make sure to wait at least 2 hours until the headset is fully charged. Charging prioritizes the headset. To reset the Elite Strap with Battery, hold the button down near the back of the strap by holding the buttons down for > 12 seconds. Do keep me updated with the progress you make upon attempting the troubleshooting steps. I am looking forward to your response.

Kind regards,
Zania

Never had a defected unit of any device in my life. But here I am in the forums and I’m glad it’s a known issue.

i bought directly from meta so I can’t speak on other retailers. But just now they agreed to send me a new one and I don’t have to send mine in for exchange.

Had to send them the serial number and all that jazz and they know about the issue and have engineers working on it blah blah.

but they sent me one without having to send mine back, so I don’t have to go a crazy amount of time and not being able to play.

so if they are telling you otherwise that would be severely unfair and inconsistent to have to send it back and wait until that is processed for a new one.

unless there is something tied to that serial number that they know which they’re not telling us. So maybe they know it’s a complete brick. I don’t know 

Just an update: I replaced my strap at Best Buy yesterday. So far this one is working. Fingers crossed. I'll post if it fails again.