Hi there, @Sandraway80! We certainly want to do all we can to get you back in the VR action, so we appreciate you bringing that passcode issue to our attention! To help us get a better grasp of the issue and what might be causing it, we have a few questions and troubleshooting steps we'd like you to try out. When you get the chance, please go through the following:
What specifically happens when the headset "crashes"? Does it reboot and take you back to the same screen, or does something else happen?
Did anything change before the issue began?
Try resetting the passcode from the Meta Quest mobile app directly with the following steps:
From the Meta Quest mobile app, tap Menu,then tap Devices.
Select your headset, then tap Headset Settings.
Tap Passcode, then tap Reset Passcode.
Enter your current passcode, then tap Continue.
Enter the 4-16 digit passcode you want to use, then tap Continue.
Re-enter your new passcode, then tap Continue to confirm.
Test the issue on your headset.
Note: Your headset needs to be nearby and connected to your phone via Bluetooth.
If you haven't already, please perform a hard reboot on the headset with these steps, then test to see if you're able to get through the passcode:
Turn off your headset and ensure it's charged.
Firmly hold the power and volume down (-) buttons on your headset simultaneously until the boot screen loads on your headset.
Use the volume buttons on your headset to highlight Boot Device and press the power button.
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Hey, @Sandraway80! Hope you're doing well! We just wanted to touch base and ensure you've been able to get through the passcode on your device. If you're still running into any issues, please don't hesitate to reach back out with those details. We're here to help make sure you're all set!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hi again, @Sandraway80. Thank you for reaching back out to let us know your issue still has not been resolved after trying those troubleshooting steps. We are going to suggest you try a Factory Reset before proceeding further. You can do this from your phone or the headset itself; click here for the steps. Once you have done this, let us know the results. We want to ask you to send us a private message if the reset does not solve this issue. To do so, 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. We eagerly await your response.
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