Inspiring

Solved

Unable to perform Factory Reset

36 replies
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Sooooo... I've only had my Quest 2 for 6-8 weeks. Recently, I started having issues where each time I boot the headset, it says "Lost Tracking"... yadda yadda yadda. I am able to work around this by simply waiting until I get to the main lobby, go into setting and turn Tracking back on. It seems to work fine for that session. But every time I turn the unit off, the next time I boot I have to go through the same thing. I reached out to support a week or so ago and they said to perform a Factory Reset. Well, I tried that but it didn't work and it was late. So I have been dealing with my work around since.

Next, I have begun to have issues with In Death - Unchained where the game tile just says "syncing" and you can never launch the game. Again, I found a work around by going to the store and simply running it from there. I do get a warning, something about possible progress being lost, yadda yadda yadda. Reading some of the posts about this issue, seems like the same fix... perform a Factory Reset. 😐

So, tonight I tried to do just that. I shut down the headset, then press and hold the power button and the volume - until then menu comes up. Problem is... it only comes up for a fraction of a second then the unit self reboots. The menu is not on the screen long enough for me to even read it, let alone use the +/- buttons to select Factory Reset, if that option is even there. Again, it flashes so fast I can not even read it.

So.... now what???

SteeleTeamSixAnswer

Inspiring

[UPDATE] Another clue that I uncovered via chatting with support is that while the Oculus App said "can not find your device", when I went to my iPhone's bluetooth settings, it actually showed the headset as "connected". So I touched "forget this device" and when I went back to the main bluetooth settings it should up again without having to repair and said "connecting", then "connected". When I went back to the Oculus App it could now find the headset and allowed me to perform the Factory Reset.

So this hurdle has been cleared. Let's hope it solves the small hand-full of issues I have been having.

T

TomCgcmfc

Honored Contributor

SteeleTeamSix Just use your smartphone app to do a factory reset. I've found this a lot easier way to do this. Startup and login to both your Quest and Phone app. On your phone app go to the device/settings tab, click on your Quest and follow the menu down to factory reset. It will ask you to confirm, then you are done. A little Googling would have explained all this btw.

https://support.oculus.com/articles/fix-a-problem/troubleshoot-headsets-and-accessories/troubleshooting-factory-reset-quest-2/

i9 13900K water cooled, RTX4090, Z790 MB w/wifi6e, 64Gb 6400 ram, 2x2TB SSD, 1000W PSU, Win 11, QPro, Q3, w/Link and Air Link, Vive Pro1 with 2x2.0 base stations, Etsy lens mod and Index Controllers

SteeleTeamSixAuthor

Inspiring

Thanks Tom,

Unfortunately, yet another issue that I am experiencing which I failed to include in my post above, is the fact that my iPhone will no longer connect to the headset. It just keeps searching and searching and cannot find it to connect.

I have to say, when the unit works, it is truly a great experience. However, a user should just never experience this many core problems with a brand new unit that has been out for quite some time now. The whole platform seems more like an alpha or beta version. Definitely not generally available or production ready.

MetaStoreHelp

Community Manager

Hi there! If factory resetting your Quest 2 via the Oculus app doesn't resolve the tracking issue you're experiencing, please reach back out to us regarding this so that we can help you out. Thank you!

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

SteeleTeamSixAuthor

Inspiring

Well… I am unable to actually perform the factory reset. So what do you suppose I do?

T

TomCgcmfc

Honored Contributor

SteeleTeamSix Contact oculus support of course,. Not too has hard imho.

i9 13900K water cooled, RTX4090, Z790 MB w/wifi6e, 64Gb 6400 ram, 2x2TB SSD, 1000W PSU, Win 11, QPro, Q3, w/Link and Air Link, Vive Pro1 with 2x2.0 base stations, Etsy lens mod and Index Controllers

SteeleTeamSixAuthorAnswer

Inspiring

[UPDATE] Another clue that I uncovered via chatting with support is that while the Oculus App said "can not find your device", when I went to my iPhone's bluetooth settings, it actually showed the headset as "connected". So I touched "forget this device" and when I went back to the main bluetooth settings it should up again without having to repair and said "connecting", then "connected". When I went back to the Oculus App it could now find the headset and allowed me to perform the Factory Reset.

So this hurdle has been cleared. Let's hope it solves the small hand-full of issues I have been having.

K

Kiripropro1656

New Participant

The thing is i dont have the meta quest app on my phone since it wont connect and i did a factory reset on my vr and IT STILL wont work now i have no clue what to do and its still a black screen i really need help

MetaStoreHelp

Community Manager

Hey, Kiripropro1656! We know it's never fun to experience any issues with our devices having a black screen, so we would love to get this fixed up for you as fast as possible. In order for us to further diagnose this issue, could you uninstall the mobile app from your phone? Then try to perform a factory reset by following these steps:

Ensure the headset is powered on (check if the power LED is on)
If there appears to be no power, attempt to charge the headset for 2 hours
Turn off your headset.
Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
Use the volume buttons on your headset to highlight Factory Reset and press the power button.
Use the volume buttons on your headset to highlight Yes and press the power button.

Please keep in mind that factory resetting the device will wipe it completely clean, but you are able to turn on Cloud Backup by following the steps listed HERE. Once the factory reset has been completed, please go ahead and reinstall the mobile app on your phone. We hope this helps, but if not, please feel free to reach back out to us at any time! Have a legendary day!

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

T

Tveirmetrar

New Participant

I have the black screen of death. I’ve tried everything, but the device always crashes when I try a factory reset. I go into the boot menu, and when I select the factory reset button, it starts, spins for a few seconds saying “erasing,” but then it freezes and switches back to the Meta logo and boots up.

Any suggestions?

MetaStoreHelp

Community Manager

Hey there, Tveirmetrar! Thank you for doing all the troubleshooting you have done so far. We want to do all we can to help you get back to enjoying VR! Let's check on one more thing.

Were you able to make sure your device is fully charged (for at least 2 hours)?

If everything is good with the charging and you're still having the black screen issue, please reach out to us via private message so we can take a deeper look.

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!

T

Tveirmetrar

New Participant

A deeper look seems like you guys telling me to turn it off and on again…. That was your latest message to me when asking for advice in a private message.

I’ve been fiddling with this problem for 8-9 hours in total. Fully charged, bootloader option (hold power and volume down) fails when selecting erase everything as the “erasing” process crashes and then boots the device up into the background music black screen, AKA the Black death. I was hoping for some specialist to come on and show me how I could unlock the device and sideload new firmware or something. But no, it’s “reinstall the meta app, hold the power button for 10 seconds, wait 30 seconds, and then power it back up. If you have problems, please reach out again”

lame

B

BasicGambino

New Participant

I'm having the same issues as well.

1. I got the Meta logo flashing on my screen, so I hard reset it, forcing it off by holding the power but for 15sec. Didn't work; logo kept flashing.

2. I tried to charge it, but the indicator light wouldn't turn on, not sure if it's charging (but I'm still getting the Meta logo). I used the same charger on a different Quest 3 and it charged the other one fine.

3. I tried to factory reset it, but when I tried factory resetting (by navigating the menu that pops up after holding t he power + volume down button) from my headset, after I clicked the confirmation "Yes, erase and factory reset", the screen went black for 3 seconds and went back to the "USB Update Mode" menu.

4. I tried factory resetting from my phone app, but since my headset was considered offline, the app wouldn't let me tap the "Headset Settings" from the Manage My Device tab.

Please help me out.

MetaStoreHelp

Community Manager

Hello, BasicGambino! Thank you for bringing this to our attention. We would be more than happy to assist you with this issue so that we can get you back into the gaming world. First, before we get started, we would like to invite you to a private message so that we can continue looking into this issue more in depth for you. With that being said, we will need to collect some sensitive information from you and would like to keep your private, sensitive information off the internet. Your privacy is important to us.

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 soon!

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

F

FranTart

New Participant

The SAME exact thing happens to me, I just wanna factory reset, but I can NOT "scroll" because as soon as the VOLUME DOWN button is released the entire thing just restarts.

MetaStoreHelp

Community Manager

Hey there, FranTart, and thanks for bringing to our attention you're having some issues being able to complete a factory reset on your device. We know completing this action is important, and we definitely want to make sure we're able to do so, so let's get started.

While the headset can also be factory reset from the mobile app, if unable to do so, we want to make sure when completing the following steps we're not holding down buttons longer than needed.

Turn off your headset.
Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
Once the screen loads, there is no need to continue to hold the power button down. Use the volume buttons on your headset to highlight Factory Reset and press the power button to select.
Use the volume buttons on your headset to highlight Yes and press the power button.

From there, please attempt to factory reset the device once more. Of course, if any issues continue, do let us know!

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

G

GymLouis

New Participant

I'm having the same issues described above, my oculus Quest 2 seems to be factory resetting, but just cycles through the meta logo spinning, then black screen, then meta logo spinning. Nothing else happens. I can get to the factory reset screen and choose factory reset and the "download" progress bar completes and then right back to the logo and black screen cycle. I cannot connect to the device from the app so that isn't an option. What else can I try?

G

GymLouis

New Participant

I can't even turn the quest 2 off

MetaStoreHelp

Community Manager

Hi there, GymLouis

We understand you are having some issues with powering off your device.

Can you send us a private message so we can investigate this further?

To send us a private message, 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!

S

SillyWren6093

New Participant

Having the exact problem with a new out of the box Quest 2. After seemingly working during setup and asking me to update the firmware, I got the reboot sequence multiple times, tried to do factory reset, and couldn't access the menu before it would disappear. Now the headset won't turn on at all. Indicator light seems dead even after being fully charged earlier today. It's been plugged in another 30 mins and still won't turn on or enter factory reset mode. Very frustrated with this dead Christmas present.

I

InvetorsConquest

New Participant

experiencing the same issue. Any support on how to rectify the issue?

After performing the factory reset, Quest 2 will not power on.

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