Up and Coming

Question

v74: Quest 3 not fully charging

335 replies
43044 views

My Quest 3 auto-updated to V74 Build 5070966.11190.510 (PTC) on the 31st and it won't charge past 73-74%. At that percentage, the orange charging light starts to flash. This one time I woke up to the quest turned on and in the factory reset menu by itself (the one you get from holding Power + Vol down), with it overheating.

In the settings, there are no updates but whenever I restart or shut down the quest, each time it says wait while the Quest is updating for maybe 2s, which is unusual.

Things I've already tried:

1. Soft/hard reboot.

2. Different cables/chargers.

3. Unpairing and repairing the controllers (as suggested by chat support)

4. Turning off the Quest and then charging it but the same issue persists

#PTC v74 #quest3 #PTC

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M

myfire888

Participant

Come across this thread because my quest these days wont charge past 80%. I thought the battery was damaged. I almost put it on sell for cheap =="

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h2odoc1141

Participant

I reported the issue of poor battery charging a few weeks ago and tried all of the canned remedies that support asked of me, none of which worked. However, they kept in touch with me and today sent me a shipping label and told me to send in my (out of warranty headset) and they would replace it with either a new one or refurbished one. I imagine I will get a refurbished one, but hey hopefully the problem will be solved. Given their response, I speculate that this problem may be affecting a more limited number of headsets rather than everyone's and may be too difficult for them to find a standard software cure without further screwing up everyone's headsets. Just my two cents.

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Underbat

Moderator

Hello everyone,

please post according to the guidelines, and refrain from insulting and hostile comments.

Guidelines

thanks.

0

007spacepirate

Participant

+1 on the slow recharge after usage. I ventilated the inlet and exhaust from the snapdragon apu recently and it helped speed up charging and slowed discharge while in use likely from lower operating temperature. The procedure required some delicate disassembly but the dremel cut off wheel gave the headset some eyebrows and a mouth to breathe through now my forehead is much cooler too.

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cvan65

Inspiring

I'm in the same boat and am posting what has happened to lend support to the idea that this is not user error but something weird with the latest update.

I have auto updates turned off but v.74 noted that it would force the install beginning on 4/12. Sure enough, after a gaming session yesterday, the update installed. I applied the update as instructed and rebooted the headset. All seemed fine so I shut down for the night and plugged in the charger. The headset was at about 55% battery when I plugged it in.

This morning, I went to use the headset and the battery light was solid red which was very strange. When I put it on and saw the battery status on the powered off screen, the green light was blinking and it was at 79%. I powered the headset on and the system tray showed the lightning bolt on the battery and that it was at 79 percent. I took off the headset and put it to sleep and noticed immediately that the battery charge light on the case began flashing red. Shutting the headset down returned the light to a solid red state but turning on the headset and having it plugged in resulted in a flashing red light.

I've been searching around and am glad I found this thread. I''ll open a ticket with Meta and direct them to this thread and hopefully get a replacement soon. I rely on this headset for daily activity as I'm essentially homebound so hopefully they will replace all of us that have been affected in a timely way.

d0gg

Honored Contributor

With any luck the fact that several people here have recently reported (over the last few days) that they were given shipping instructions to send their Quest in for replacement, you should get fixed up right away.

Quest 3-[512GB] - v.78 (non-PTC) {PCVR} Predator Orion 5k (i7-14700F - Noctua NH-U12A Cooled)-64GB Crucial Pro 5600 (16GBx4) 8TB SSD (2x1TB Predator Helios PH18 SSD - 2TB WD Black SN770 SSD - 2x2TB Samsung 870 EVO SSD) Predator Nvidia RTX 4070 Ti Super - Win 11 Pro AXE5400 tp-link - Virtual Desktop

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cvan65

Inspiring

I just posted that they are telling me I have to pay $339 for a replacement. That's absurd. If I broke my headset, I'd go buy a new one but I did not do anything. This update was forced to my headset and broke the battery.

D

DarkVcious

Participant

Uh kinda confused as to how a replacement for a refurbished unit would help.

Mine came out of the box on v74 and had charging broken.

I don't see how a refurb on v74 will fare any better than my brand new v74 unit.

d0gg

Honored Contributor

If the replacement unit never had the bad firmware installed, then it would still be working.

Quest 3-[512GB] - v.78 (non-PTC) {PCVR} Predator Orion 5k (i7-14700F - Noctua NH-U12A Cooled)-64GB Crucial Pro 5600 (16GBx4) 8TB SSD (2x1TB Predator Helios PH18 SSD - 2TB WD Black SN770 SSD - 2x2TB Samsung 870 EVO SSD) Predator Nvidia RTX 4070 Ti Super - Win 11 Pro AXE5400 tp-link - Virtual Desktop

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cvan65

Inspiring

Meta Support is telling me via email that I have to pay $339. for a replacement headset that this update broke. They essentially say they are doing me a favor by doing this. That would be true if it was because I broke the headset myself, but their update broke it and I should not have to pay. I have been told this twice so far. This is not the way to handle this situation.

stereoman

Up and Coming

I've also been offered a free replacement headset, just need to retrieve my box out of the attic to find the serial number and then send my details over tomorrow, sucks having to return the headset but at least something is happening now. Will update when I recieve my replacement.

R

redw2c

Participant

It seems to me that this is a problem that Meta cannot fix. If it could be fixed i doubt they would replacing headsets they would just create the update fix. Well at least my headset still works so I still play on.

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EphraimIsrael

Participant

My headset did charge once to 100 percent and then after I finished play a round of golf and charged it, it went back to charging to only 76 percent and I rather continue using it like it is than getting it replaced for something used or refurbished not knowing what I would get. If my headset dies for whatever reason I rather just buy another than pay over 300 dollars to get it replaced. They caused the issue and should not be charging anyone for their mistakes.

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cvan65

Inspiring

Keep an eye on the battery level. On the 12th, when mine updated and got broken, it was charging only to 79% but now it won't charge above 76% so my concern is that number will continue to fall.

The tone of the email that I got was as though they are doing me a favor by charging me "only" $339. for a replacement. I could see that being a nice gesture if I dropped it or broke it and reached out to see if there were any options, but this was a result of their update. They really should do the right thing by the people affected by this.

My update version is v.74.1021

My friends that do not have this issue got v.74.1013

M

myfire888

Participant

As long as the headset could be charged, I will just continue using it. I use the headstrap with battery so it helped with the longer time. I only play like 1.5-2 hours at once usually anyway.

Sending for replacement is a no no for me. Even if they give me free replacement, the cost of sending it and transport it back and the tax would be almost the same as just buying used quest here

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gatorman2024

Participant

I’m sending mine in today. The shipping is free. I’d rather get a replacement with a 90 day warranty than keep my unit that isn’t charging properly and then have more issues.

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cvan65

Inspiring

I wish I would have gotten the support rep that helped you.

I'm also trying to flesh out the actual issue here. The reports (that I posted as well) are that the headset will not charge above 70-something percent, but I don't think that is the problem. I don't think it's charging at all. It's just stuck at whatever the max you got was and if it trickles down, that new % becomes the ceiling.

My headset was stuck on 79% and held there while plugged in or when I was using it with a good battery pack attached. When I fired it up today after it being off overnight and plugged into the charger that came with the headset, it was at 76%. I turned it on and left it for a couple of minutes with no battery pack attached and then shut it down and plugged it in when it got to 74%. Well over an hour later, it's still stuck at 74 so that is the new max. That means we're in a race to keep it plugged in or have a battery attached at all times because once it depletes it will not charge at all. That's lunacy.

stereoman

Up and Coming

I just got a returns label with a bunch of instructions, they want me to return the headset on it's own as it says on the email: What to return: Quest 3 128GB Headset RMA

And it also says
Please follow the instructions in this email to send only the product in the "what to return" section above. If the item to return is not a specific component such as a headset or controller, you must return the product in its entirety.

Anyways will get boxed up and sent out tomorrow.

D

DarkVcious

Participant

I will wait for feedback before trying to go through an RMA, but I am pretty sure that any refurb (or new) headset will have the exact same issue that my brand new unit has (at least until they move to the next version, if they fix the software by then).

I'm also regretting my decision of buying directly from Meta, and not going through Amazon ... Will not make that mistake again ...

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cvan65

Inspiring

My v.74 update is v.74.1021.

Friends that were also auto-updated on 4/12 along with me that are on v.74.1013 and have no problem.

A friend with a QPro is on v.74.1020 and has no problems.

d0gg is on v.74.1021 and does not have the charge issue so I have no idea where this problem is coming from unless we were on different versions of v.72 and something in the update killed something in the v.72 version that I had. It's impossible to know since updates are doled out in chunks. If they are now aware of this, it's possible that they are employing a fix on their end that won't affect future updates but it's too late for those that got the firmware with this failure. It's not a given that a refurb will have this issue. There's probably a chance but we don't know how large this problem is. It must be large enough though because they don't RMA OOW headsets often and seem to be doing it now, albeit in an arbitrary way.

I still have not heard back. I am very happy for those getting return labels and getting sorted. I just wish there was consistency in their decision-making. We are all reporting the same issue but getting different responses from support.

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