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2nd Faulty Replacement Quest 3 Headset - Handset update failure (Both Times)

jeboaTVR
Explorer

My original (purchased Oct 24) Quest 3 failed with one eyepiece not working at all. Returned for replacement.

1st replacement (refurbished) headset arrived. Waited for the prompt to pair controllers and as soon as I pressed the two buttons on the left controller for 4 secs, the tracking starts to jump all over the place and the message comes up 'Left Controller Update - Failed'.

Tried this controller on another Quest 3 Headset in the house and it pairs and works fine.

Factory Reset the replacement Quest 3 and tried again - same result.

Returned 1st replacement.

2nd replacement (refurbished) headset arrived. Waited for the prompt to pair controllers and as soon as I pressed the two buttons on the left controller for 4 secs, the tracking starts to jump all over the place and the message comes up 'Left Controller Update - Failed'.

Tried this controller (again) on another Quest 3 Headset in the house and it pairs and works fine.

Looking at the logo on the replacement Quest 3 on boot - there is no 'META OS' text.

 

1st Question - are the replacement Quest 3 on old firmware that is incompatible with the updated firmware on controllers running new OS?

 

2nd Question - what do I do now?

 

1 ACCEPTED SOLUTION

Accepted Solutions

Okay, after 1 hour wasted on 'Whatsapp' I solved this problem myself.

Meta update tool would not work (as described above).

I was convinced this is a compatibility issue with controller / headset firmware. As I proved the controllers work with a headset ( Quest 3 ) with the latest firmware,

So - how do I get my replacement headset to the latest version of firmware if I can't get past the 'pair controller' screen?

Downloaded 72.0.0.685.347.675583179 firmware version - Dec 18th 2024 Build Date (1.2Gb) from a certain website (I won't publish the link on here - you can find it....)

Downloaded Google Android developer tools and sideloaded using command line session. on Macbook.

Installed and everything now working as it should.

Meta Tech people must have all knocked off for Christmas....

 

View solution in original post

10 REPLIES 10

neill.bradley.7
Expert Protege

Take them to court. its the only way to deal with these criminals

oculusness
Expert Trustee

@jeboaTVR  

1. very possibly

2. Factory reset the 2nd refurb unit and update to v71 if it's not already on it using the meta update tool.

https://www.meta.com/en-gb/help/quest/software_update/?srsltid=AfmBOooRgNiyK__QeyXD_BXxCHML0kpuLiT0t...

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

Tried connecting using the Meta Update Tool on both a Windows PC and a Macbook Pro. Connection established at the 'Connect Device' stage, next stage - 'Update Software' gives message 'Your device is not supported'.

Triple checked on both PC and Mac that I have selected the correct device ( Quest 3 ) and that the correct option 'Sideload Update' is selected.

Any other ideas please?

Okay, after 1 hour wasted on 'Whatsapp' I solved this problem myself.

Meta update tool would not work (as described above).

I was convinced this is a compatibility issue with controller / headset firmware. As I proved the controllers work with a headset ( Quest 3 ) with the latest firmware,

So - how do I get my replacement headset to the latest version of firmware if I can't get past the 'pair controller' screen?

Downloaded 72.0.0.685.347.675583179 firmware version - Dec 18th 2024 Build Date (1.2Gb) from a certain website (I won't publish the link on here - you can find it....)

Downloaded Google Android developer tools and sideloaded using command line session. on Macbook.

Installed and everything now working as it should.

Meta Tech people must have all knocked off for Christmas....

 

Hey man,

I'm glad you got it sorted.

I wonder if you can help. I have gone through almost exactly the same process. Sent my headset back due to dead pixels in 1 lens. Thet got the replacement out really quickly but having the same problems pairing controllers and the screen stuttering.

Tried updating through the meta website but it says device is not supported.

I've spent hours on support and they are trying to get me to send back my controllers, which arent the problem.

It looks like your solution would work. I am using windows and I was wondering if you could link to an android tool that I would use to sideload the update file (which I have) to the Quest 3? an explaination of how to do the process would be greatly appreciated to! I'm reasonably techy but havent been able to figure it out.

Thanks in advance.

Jack

Hi Jack,

It might be possible that sending back your controllers (and headset) will solve the problem. I think that there is an interim controller firmware that is causing this issue - so it may not be that prevalent.

Are you getting the failure to connect and the problem with tracking once you try to add the controller?

This video will step you through how to load the latest firmware.

https://youtu.be/YQqIDb9NERY?si=ECjYoTsYoFQTsHrK

Hope it works for you 👍

Thank you for this! And for the swift response.

I will take a look later today. 

I suggested to Meta that they take the controllers and headset to avoid this happening again and they have said they wouldnt do that. Only the controllers.

Yes I am getting the falure to connect and the issues tracking when I try and connect the controllers through the normal way. The issues I have had are almost word for word what your issues were, only I only had 1 replacement headset.

Strange it seemed to happen the same week!

 

Thanks again

I had the same issue - in that they wouldn't accept both items together. My suspicion is that sending the controllers back would probably work. You would hope that they would have checked the controllers they have in stock against the firmware version they are shipping on headsets.... so when they come back, they would work with the replacement headset you have.

I don't know what version was on the replacement, but it's not the 'latest' as there is no 'META OS' logo on boot up.

Watch the video and make sure you are comfortable with the instructions. As long as you follow letter for letter, you should be fine. 

In the video, go to about 3:50 to find out where to download the firmware from....it's not a website name I'd like to repeat on here 🙂 

It has only ruddy worked! Thank you so much for your help!

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