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Headset problem

bruce.heath.31
Honored Guest
  • My headset stays dark when i turn it on. It is fully charged, i hear it come on but the screen remains black. I have tried a reboot by holding down both the power button a d volume down button simultaneously but it still won't work. Very Frustrating.
6 REPLIES 6

MetaQuestSupport
Community Manager
Community Manager

Hey there, @bruce.heath.31. Thanks for reaching out and bringing your black screen issues to our attention. We know that something like this can certainty take all of the wind out of your VR sails, and we would like to lend a hand to help out. We would like to provide some troubleshooting steps that we believe may be beneficial to you. Below are the steps for a factory reset, but before you do that, can you please do a cloud backup? This will save your data.

 

Please try the steps listed here:

 

To perform a factory reset using your phone:

  1. Open the Meta Quest app on your phone.
  2. Tap Devices in the bottom menu.
  3. Tap the headset connected to your phone.
  4. Tap Factory Reset, then Reset.

To perform a factory reset using your headset:

  1. Charge your headset to at least 50%, then turn off your headset.
  2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. Use the volume buttons on your headset to highlight Factory reset, then press the power button.
  4. Use the volume buttons on your headset to highlight Yes, erase and factory reset, then press the power button.

Afterwards, please do a restart on your headset. Here is how:

 

To restart your headset:

 

With your headset on and powered on, press and hold the power button on the right side of your headset until you see the Power off screen.

Select Restart. Your headset will turn off and then turn back on.

If you're unable to restart your headset,

Press and hold the power button for at least 10 seconds. This will manually turn off your headset.

Wait 30 seconds.

Press and hold the power button until your headset turns back on.

 

Let us know how this goes and if you have any questions.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

MetaQuestSupport
Community Manager
Community Manager

Hey hey! Just Checking in to see if you're still in need of our assistance! We want to make sure your VR experience is running smoothly and not have any issues with our device. Don't hesitate in reaching out if you ever need help!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

The unit is out of warranty so it can't be replaced. That is rather frustrating since I had it for maybe 2 years. How long is the warranty for the Quest 2 units? I will have to purchase a replacement.

I purchased a new Quest 2, do I need to register it?

Hey there @bruce.heath.31! Thank you for keeping us updated on your journey to get back up and running in VR. While we hate to hear your device was not able to work through the provided troubleshooting, we're glad to see you getting things set up once more on a new device. To answer your prior question regarding our device warranty, please review here. With your new device, we will want to pair the headset to the mobile app to link with your Meta account. Once the accounts are paired, from there, you will be able to enjoy your treasured VR games. Of course, if you have any questions or concerns, do let us know! We'd be happy to help! 

 

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Hey @bruce.heath.31. Hope you're having a great week so far! We just wanted to check in to see if you're needing any further assistance regarding your device. If so, please let us know! We'd love to 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!
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