Does anyone have any advise on how to solve the Gray screen issue with a Quest 2?
Context: So, I have a Quest 2 from when it first released. Worked flawlessly since purchase. Had not used it for a hot minute, as since before Oculus became Meta. Finally booted it up the other day to make sure everything still worked and all that, which it did, and wanted to give it a good much needed software update so I could play VR games again, both new and old.
Well, after updating the screen was just gray. Sound was there, controllers felt like there were interacting with the prompts to make a guardian zone ETC. but I could not see anything. Factory resets were not solving the issue (nor did it actually reset to prior to Meta) so I reached out to their support figuring they would help since their update caused this issue, fully aware that the warranty is likely to old to replace outright, which is not what I was wanting in the first place. I just wanted help fixing this issue caused by their software update.
I was surprised by the first tech who tried to jump straight into buying a refurbished unit at a discounted price instead of helping. Even after asking if there was a way to either rollback firmware or try a manual update, which I was at first told no there was not. However, they finally talked with someone, who I assume was above them, and confirm there was a way to manually update via 'Sideload'. Unfortunately this did not solve the issue and then they tech had ended the support chat before we were done! Whether it was on purpose or an accident due to a technical issue on their end I could not say but was still surprised by this and felt like it was the former since they seemed to not know about manual updates, which I would expect a tech support agent to now about.
So I chatted in again to continue aid as again, this issue was caused by their Software update. Which at this point I was quite frustrated due to the lack of knowledge and upselling the previous agent tried to do. To my utter disappointment the new Meta agent again mentioned the replacement discount cost and that the warranty was no longer valid, ETC. But at this point I felt like an exception should be made since this issue is not the fault of the user but the result the manufactures new software. I was disheartened to learn that not only were they not willing to even consider it, but then when asked about a manager to discuss with, that they do not have a manager available to reach out. Not even via email nor even a name. Which makes me the customer assume that they do not even have a manager nor were willing to even pass along my dissatisfaction to one.
Willing at this point to start taking apart the headset to see if anything inside is wrong since it won't work and Meta is not willing to take responsibility for the issue their software caused.
@Greed_Vii if you're not connecting the Quest 2 to a PC, make sure that the phone app and the headset firmware versions are the same. Delete the phone app and reinstall the latest version, and update the headset to the latest version using the meta update tool.
Hi there, I am not the original poster, but I am having the same issue exactly. Release headset, I have tried every method that has been documented, all to no avail. I just tried this with the very latest firmware, and the issue still persists.
We can see that you are having some issues with the display on your headset showing as gray. We will list a few different helpful troubleshooting steps that you can take, to hopefully fix this issue.
o fix this, users need to ensure Oculus\Support\oculus-runtime\OVRServer_x64.exe is using the same graphics device as their 2D Desktop. To fix this:
Go to Windows Settings > System > Display > Graphics Settings
Click Graphics performance preference
Click Choose an app to set preference > Desktop app
Locate your OVRServer_x64.exe. By default, this will be located as follows:C:\Program Files\Oculus\Support\oculus-runtime\OVRServer_x64.exe
Click Add
Set this to Power Saving then close the settings menu and click Save
If this does not work or is already the setting selected, Performance Mode can be tried instead
Reset the computer and test VR Desktop
If these steps have been followed and they did not resolve the issue, please ensure the following:
Have them navigate back to the Graphics performance preference and ensure OVRServer_x64.exe is still listed. If not, the setting was not saved.
Ensure they clicked Save and closed the settings window BEFORE resetting their computer.
If the OVRServer_x64.exe is still listed, try switching this to Performance Mode rather than Power Saving.
If this still does not work, follow these steps:
Open Windows Settings > System > Display > Graphics Settings
Select Classic App from the drop down and click Browse
Select the OVRServer_x64.exe
Click Options > Power Saver > Save Ensure the "Power Saver" option has the integrated graphics device at the top of this menu.
If you have attempted these steps and are still experiencing the same issues, please contact us privately.
To do this 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.
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@Greed_Vii@ramirezexm you might also investigate the possibility of a failing proximity sensor which can cause screen issues while the rest of the headset still appears to be working.
We apologize for the miscommunication about the device you require assistance with. Someone should've put on their glasses!
We invite you to message us privately so we can assist you further, and find you a quick and easy solution. 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.
Looking forward to hearing from you, and getting you back into VR ASAP! 🙂
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