CANNOT PAIR HEADSET TO APP

[JoVi24]

I purchased the Meta Quest 2 and cannot get it to pair with my iPhone/Meta App. The headset is stuck on the white screen which shows the two controllers and provides the pairing code, the phone App is stuck on "Pairing Your Quest 2", but nothing happens even after 2 hours of trying to pair. I cannot get out of the headset screen to hook-up Wifi, or get into the main menu of the headset either. WHAT DO I DO?!!

[MetaQuestSupport · Accepted solution]

Hey @JoVi24! We know how important it is to get setup properly for VR, so we'd be glad to help out! 

To start off, could you try the following in order:

1. Clear Meta Quest app cache, if possible
2. Factory reset the headset so it can get a fresh read. 
3. Uninstall then reinstall the Meta Quest app.
4. Attempt to pair once more.

If that doesn't work out, please attempt the below steps if not already:

• Try a different network
• Try pairing with a different mobile device (Android, Tablet, etc.)
• Try pairing on a different network (Hotspot, etc.)

let us know how that goes and we'll be able to look into some options available! 

[MetaQuestSupport]

Hey again, @JoVi24! We're just checking in to see if you were still needing some help getting your new headset setup. 

If so, let us know and we'll check out some other options! 

[JoVi24]

Hello, 

Thank you so much for your help. Your steps on doing the factory reset on the headset was the KEY yo my problem. As soon as the factory reset was done it paired and is 100% working now. Thank you so much!!

[MetaQuestSupport]

Hey @JoVi24! We're happy to hear that the factory reset fixed your issue. If you ever need help in the future, please don't hesitate to reach out. We hope you have a great day!