Can't pair Quest 2 with mobile app after safety video in initial set-up

[Espionage724]

Mobile apps can connect to the Q2 immediately after a factory-reset, and stay connected up until after the safety video. Around when it shows the next screen to set-up boundary/guardian, the mobile app no longer sees my Q2.

I specifically need the mobile app after initial set-up just to toggle Developer Mode for sideloading for development, but if anyone knows if it's possible outside of the mobile app I'd love to hear it!

This has been happening for probably over a year now, and support has not been helpful. This last time I was told my headset is out of warranty (even though the issue is on Meta's end and software), and that they can't swap it, but offered to sell me a refurbished one as if I would have any confidence this won't just happen again later.

Does anyone have any advice or ideas on things I can try?

• 128GB from Amazon purchased about a day after it launched
• I've tried 5 Android phones, an iPhone, and even Windows with MQDH
• I've tried 2 different Meta accounts
• I've tried different wifi connects, and even different US states
• Quest 2 by itself seems to work for downloading apps, playing games, Move on-headset
• Can't cast from headset to Quest mobile app, nor initiate Cast from Quest mobile app
• Trying to enable App Sharing or adding a second account on-headset reports "something went wrong"

[MickeyMadeMeDoIt]

Hi! I have already chatted with multiple support team members to just be told I needed to buy a new unit. Not sure I want to spend the money on a system that only lasts 2 years - there is some sort of bug in an update that is causing issues. Is there a way to undo an update. 

[Espionage724]

I've factory-reset no-joke probably 30 times already, including 3 hours ago yesterday (2024/04/10). This still happens exactly as-described; Q2 pairs to the mobile app fresh after factory-reset, sometime after safety video the phone no longer can connect or see the Q2, app sharing on the Q2 can't enable (says on another headset which I'm 100% sure isn't true), adding a secondary account and skipping app share says "something went wrong".

There is something wrong way beyond a factory-reset and I find it disrespectful to continue to waste my time with this; the headset pairs initially, and then breaks the connection. The hardware is fine. Somewhere in the closed-source software with cloud ties is the issue; nothing I can do locally, and nothing another 15 factory resets will ever resolve by itself. All this wasted ranting is going to be directed to a FTC report next; this is beyond anti-consumer ridiculousness for a multi-hundred dollar internet toy, and Meta support is being surprisingly incompetent as-large as they are. I've had this going on for over a year (while in-warranty) without a provided solution , and now I'm told I'm out of warranty and to buy a new headset. The gall!

I have an active Case #06793967. If you can just remote-enable Developer Mode on my headset I'll be sure never to factory reset it again; I don't need the mobile app connection for anything else aside from the odd decision to tie it to enable developer mode.

But ideally perhaps fix whatever is going on on your servers, or reveal what the actual problem is; this isn't something 20-more factory-reset is going to fix, and I'm not buying another headset just to have it get apparently planned-obsolescenced again after the 1 year warranty. I want to develop apps for Meta and use my headset; what are you getting at by playing this game? I know I'm ranting but I've been unable to properly use my headset for over a year with multiple support tickets with useless questions, new agents, and factory resets galore, and it's not like I can refund my headset, and even though the hardware is fine I can't sell it as working because of this mess.

If anything, thanks Meta for making me aware of the inconveniences of cloud-controlled closed-source hardware. You have to trust whoever controls the servers, and incompetence or hostile actions at that level leads to paperweights. Even if my issues are solved, this is the last Meta headset I'm buying and I'm not daring recommending hardware to others that can randomly brick. I expect this from overseas budget VR headset cardboard viewers, not from the largest social network and supposed leaders of consumer VR.

Meta if you're going to continue not fixing this, tell me to pound sand directly and quit wasting my time, the AI power for customer support, and the few real people that potentially handle customer support. I'll get over the wasted money on the app store eventually.

Assuming this post isn't hidden, I hope this serves as a future warning to others considering any device that requires a phone or separate app to manage it.

[MetaQuestSupport]

Hey there @Espionage724! If you already have an ongoing open ticket, that is the best place to follow up for further support regarding this. There we will be able to offer assistance tailored specifically to your account, which is not something that we are able to do publicly on the forums.

We hope this addresses your concerns today, if you have any further issues please don't hesitate to reach back out.

[Espionage724]

I guess I'm in the mood for another wild goose chase; I responded to the ticket a few minutes ago and hope someone actually reads and addresses all the points.

[MetaQuestSupport]

Hey there, @Espionage724! Thank you for replying to your ticket. We're happy to continue working with you there to get this issue resolved.

[Das.Bearski]

Out of curiosity, have you tried the oculus developer hub?

it’s what I ended up doing to recover my quest 2.

https://youtu.be/EYYS5IrfzUc?si=-FN2vW59OeDpUpKA

[Espionage724]

Yes:

---

---

I've tried 5 Android phones, an iPhone, and even Windows with MQDH

[Espionage724]

• https://www.amazon.com/review/R11J0FBBI8112T
• https://steamcommunity.com/app/2719160/discussions/0/4303823676468475575/#c4362374548292433327

I don't know what the gain is from treating me as a customer like this, but I'll waste no opportunity to help others avoid this mess.

[Espionage724 · Accepted solution]

Brought my Q2 down from the attic, factory-reset it, and the mobile app pairs, stays connected post-setup, allowed me to enable Developer mode, and all seems well now! I can toggle App Sharing again now too, and my headset shows up under Devices.

During the controller pair screen (first screen after factory reset), I connected to the Q2 with the Android mobile app and made sure it paired with my regular Meta account before proceeding. After the set-up video it downloaded an update, and rebooted to the update screen (it was a real update). My Q2 is on software version 65.0.0.547.341.596252018 currently (no PTC), with the Meta Quest Android app at 269.0.0.4.108.

I've gotten a few support emails with genuine interest. I don't know if my headset is still attached to or requesting a Meta Work account, but I'm certainly not factory resetting again any time soon to check 😛