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Quest Pro left controller not work/pairing - V71(controller update)

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I didn't use my headset for a while but left it on the charging dock.

It looks like they auto -updated the system to the newest version .

( Auto- update check and sleep mode update are checked . )

V71 seems to have completely broken my left controller. It won't pair again , and it's not tracking at all .

Actually , the V71 controller update caused the issue .

They were paired and connected when the system update was completed . But after the controller update, the left controller started not working , and the controller icon turned into a "not connected " icon when the update was finished .Strangely, It was showing "Left controller is connected" via bubble messages.

To try to fix the issue, I tried to reboot my left controller , and it connected for 2 - 3 seconds, during which I saw the dot at menu that tracking was working for a very brief moment before the disconnected icon appeared on the UI panel again.

I decided do clean process steps from online guides .

1. Reset controller, ||| button with X => did not work.

2. 35 -second boot - up down - up process => did not work .

3. Factory reset the headset => did not work.

4. Perform a side-load reset => did not work.

It seems that a reset is not the issue, so I downloaded the Meta Horizon app to check stats and manage the pairing . When app run, They showed as connected , and both versions and batteries were displayed , proving that they are communicating.

To start from scratch, I removed the left controller from the app and tried to pair it again.

Now I receive this message:

"Your headset was disconnected . Please reconnect your headset to continue editing your headset settings . "

This message seems to pop up immediately when they find each other and attempt to pair .

With every attempt, they fail to connect .

The left controller seems to be fine ; the LED is blinking normally , it can access factory reset mode , and it can enter Bluetooth pairing mode . Someone mentioned that they must be on the same network and bandwidth , so I tried changing the Wi-Fi setting to 2.4 or 5 for my phone and headset , but that did not help at all.

So , in conclusion, I've done everything I could , and I don't believe my left controller has an issue or is defective because it was working perfectly a month ago , and I didn't drop it or anything.

I am assuming that this seems to be an OS or software issue.

Please tell me the fix or what more I can do. I really don't want to buy a new controller.

If I had dropped it or damaged it through hardware impact while playing , it would not be a big deal to get a new one, but this seems to be a software issue , not a hardware issue 😞

meta quest pro

MetaStoreHelpAnswer

Community Manager

Hi Red_Fennec,

South Korea is one of our supported countries, so you should be fine! ☺️ If you aren't already signed up to the PTC, that shouldn't be the source of your issues.

Thank you for submitting a support ticket! Please refer to that ticket for further correspondence and link this thread if needs be.

We hope you have a great rest of your day, Red_Fennec!

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

MetaStoreHelp

Community Manager

Hi Red_Fennec,

Thanks for reaching out about this! We understand you are having pairing issues with your controller after updating to v71 on your Quest Pro.

We want to make sure your VR experience is as smooth as possible, so please allow us to help you with this.

As v71 is still a test build, we would recommend opting out of the Public Test Channel (PTC) to see if that resolves your issue.
You can find instructions for how to do so here.

In the meantime, please alert our engineers of this issue by submitting a bug report!

We hope this helps, Red_Fennec. If this issue still persists after removing yourself from PTC, just send us a DM and we'll investigate this further for you!

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!

RedFennecAuthor

New Participant

I checked the PTS ( following the guide you provided) , but the headset is not downloading or allowing me the new beta OS . Is it because of the region I am in? I am from South Korea.

Also I also sent the ticket via help team.

MetaStoreHelpAnswer

Community Manager

Hi Red_Fennec,

South Korea is one of our supported countries, so you should be fine! ☺️ If you aren't already signed up to the PTC, that shouldn't be the source of your issues.

Thank you for submitting a support ticket! Please refer to that ticket for further correspondence and link this thread if needs be.

We hope you have a great rest of your day, Red_Fennec!

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

F

fitzvb

Participant

Hey guys, I'm having the same issue but with a Quest 2 and both controllers, everything was working fine until the headset automatically updated to the V71, I tried this:

1. Factory reset.
2. Removing and trying to pair the controllers using the Meta Horizon App with the "Y button + III button". (This shows me an error ""Your headset was disconnected . Please reconnect your headset to continue editing your headset settings .") and looks like the controllers are connected but continously disconnects from the headset intermittently.
3. Updating the software via adb and using the website to update manually the headset. But now I'm stucked at the initial configuration screen...
4. I've also tried removing the batteries and fully charge them but doesn't seems to work.
5. The headset looks like it's stucked, I mean, when I move my head all the content in the screen moves, is not like tracking the headset itself or the movement.

I hope we can find a solution for this issue, thanks!

MetaStoreHelp

Community Manager

Hi fitzvb ! Thank you for sharing your experience with us. We understand that you are having issues since the automatic update.

Could you please make sure you remove unsupported third-party accessories that may affect power, or controller detection. For example, rechargeable grips, controller covers, etc before attempting to pair again ?

If the issue still persists you could you contact us via private message. 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.

Speak soon!

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

F

fitzvb

Participant

I have non 3rd party accesories attached to my controllers, I'm sending you a message.

S

shiveringice

New Participant

I also have the same issue here and it happened in the same way when my left controller stopped working after the update. First, I did a factory reset on my HMD, but it only paired my right controller whereas the left controller still won't pair. So I tried unpairing and pairing the controller again, but that's when the exact message on the app showed up. "Your headset was disconnected. Please reconnect your headset to continue editing your headset settings. "

The only difference is that my left controller's LED just keeps blinking white and purple. I assumed it was updating, so I tried to wait for it to finish updating for two days, but even then, it's still stuck like that. I contacted Meta support and tried every troubleshooting step (restart, factory reset both headset and controllers), but none of them did the trick. I've already sent a bug report from the headset.

I'm no expert, but I think it's possible it might come from the controller getting stuck in some kind of loop trying to pair to the headset, where it failed to pair during the initial setup after the factory reset (and it still thinks it's still in that initial setup). It was already unpaired before that, though because that's what I did.

I hope there's a solution for this soon.

D

Dibelabbes

Participant

I have the exact same problem with the Quest Pro controllers on the Quest 3.

I only had my right connected because I was playing Golf all week. During that time it updated several times on the V71 PTC and eventually to V72 PTC. I reconnected the left controller this evening and it as expected starting to update itself. I left the headset running on the floor. When I got back, it reported "Update Success" as usual and the controller seemingly was connected, but wouldn't track at all. I turned it off and on again, no change. Restarted the headset, no change.

I then unpaired the left controller and since that I can't repair it. Just as the previous poster, when trying to repair it the mobile app states this: "Your headset was disconnected. Please reconnect your headset to continue editing your headset settings." Controller is either blinking white (no SOS), blue or is in pairing mode.

I also changed to another wifi router on the headset, made sure the Android app (Galaxy Fold 5) wasn't battery restricted (etc., but honestly I repair controllers all the time due to the Logitech pen not being compatible with the Pro Controllers so that isn't it) and even restarted the phone.

MetaStoreHelp

Community Manager

Hi Dibelabbes,

Thanks for reaching out about this! We know it's frustrating when your controllers won't pair.

Just send us a DM and we'll investigate your issue for you 🔍

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

stallingblock2

New Participant

I am having the exact same issue, down to the T, as shiveringice and Red_Fennec. My controllers updated last night while charging, and now my left one is unable to pair to the headset - right controller is still fine. Have never had issues with the controllers before this, so I'm inclined to agree with Red_Fennec that is was indeed the firmware update. From the USA, for region information.

MetaStoreHelp

Community Manager

Hello stallingblock2 !

We understand that your Quest Pro left controllers are not pairing after the update. We would love to look into this. We definitely do have some troubleshooting steps for you to try. Kindly refer to the below troubleshooting that might possibly resolve your concern.

Try waking them up by quickly pressing the Oculus or Menu buttons.
- The LED should be solid white on each controller while in VR.
Make sure the tracking cameras of the controllers are clean. Customers need to use the cleaning cloth provided with the Quest Pro, or a dry, non-abrasive microfiber cloth.
- Remove any unsupported third-party accessories that may affect tracking or pairing (such as controller covers, controller attachments, etc.)
While in VR, hold the controllers at eye level, pointing in front so that the cameras on the controller can see the surroundings.
- Move the controller around slowly for the controllers to start tracking.
Face away from the menu and try holding the Oculus button for 3 to 5 seconds. If the menu re-centers on the new facing, then at least the controller Bluetooth is connected. This means it is likely the controller is not tracking.
- Note: This test only works with the right controller. There is no equivalent test for the left controller.
Power cycle the controllers:
1. Try rebooting the controller by holding down the Oculus/Menu button until you see the lights change.
  - This usually takes about 20 seconds. You should feel the "powering down" haptics, followed by the "powering up" haptics before releasing the button.
2. If still not working, press Oculus or Menu button to ensure the controller is awake and flashing S.O.S. on the LED. The S.O.S. mode will blink in white with the S.O.S. pattern (3 quick blinks, 3 slow blinks, 3 quick blinks).
3. Restart the HMD via holding the power button until the Power Menu comes up. Use the Gaze Cursor to select Reboot.

We hope this is going to solve your issue. If you are still having issues after trying the above steps. We suggest you 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!

I

ishlogan

Participant

None of this has worked and we have tried everything. EVERYONE IS HAVING THE SAME ISSUE. PLEASE PROVIDE SUPPORT.

MetaStoreHelp WootM4ge

F

fitzvb

Participant

Hey guys, just an update, not even updating to the v72 PTC the issue solved, I tried everything but now I think that we have some nice paperweights thanks to Meta 🙂

S

stallingblock2

New Participant

Same here, updated to v72 and still getting the Headset Disconnected with my left controller, when trying to pair.

L

LeonardoXDXD

New Participant

I'm having if not the same, a very similar problem,
after getting into the version 71, the first time I booted up, the pro controllers did not show as connected in the screen neither started tracking,

After some basic testing i tried to re-pair them,
The first one(I think it was the left) went whitout a problem, the second one i had to try ~5 times to pair it

But even after having them paired they are not showing in the headset neither as connected nor as a "ghost" view.
In my phone App they show as paired, connected and even show how much battery they have, they just refuse to "connect"/ work with the headset

C

CYMK

New Participant

just hopping in to state that i'm having the exact same issue and support has only offered that i buy a barely-discounted refurbished controller to replace the one that wont pair. really awesome stuff meta, cant wait for the valve deckard vr headset to be announced so i can get out of this ecosystem.

D

Dibelabbes

Participant

Really dissapointed that Meta isn't owning up to what was clearly caused by their firmware update, regardless if the controllers are still under warranty or not. I will revise my rating of the Quest 3 (they clearly don't care about Pro Controllers anyway seeing how the Quest Pro is discontinued and the Logitech Ink stylus made with Meta isn't compatible to Pro controllers for no logical technical reason).

For me, I am still waiting on support to answer my direct message, but arguably that was just before the weekend so it is fair that they take another day or two. But seeing how they only offer people out of warranty a refurbished controller for not that little less money, I don't want to deal with all of that (even though I am still within warranty).

I just contacted Amazon.de and they will fully refund my original price when I send the broken controller back, which is actually more than what they cost right now.

R

Rexlapin

New Participant

Hello,

For those of you having problems with pro controllers not tracking, try disabling hand tracking. I had problems a few months ago when I installed v65 and this solved the problem. I'm not saying it's the same problem, but it might help...

I

ishlogan

Participant

I have looked through everything, and it seems to be a firmware incompatibility issue. The certificates aren't matching when they go to connect. My guess is that downgrading to the previous firmware that matches the controller may help...

D

Dibelabbes

Participant

I already send mine off to Amazon and order new ones (actually curious if the new left controller won't get bricked as well...), but thanks for your efforts (to both ishlogan and Rexlapin). I hope this solves it for those still waiting for a solution.

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