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Headset says error: Oculus System Utilities keeps stopping

bmxz_ryan
Honored Guest

I need help.  My vr is saying Oculus Utilities are not working and I don't know how to fix it

1 ACCEPTED SOLUTION

Accepted Solutions

Hey @dumbell4. We understand your frustration and would love a chance to make things right. Since you are stating you have done a factory reset multiple times with no resolution to your issue, we would like to get things over to our private messages. If you could, 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 appreciate your time and look forward to getting that message from you soon to continue helping you.

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

View solution in original post

31 REPLIES 31

MetaQuestSupport
Community Manager
Community Manager

Hey there, @bmxz_ryan. We see that you are having issues with your headset. We understand how important it is to have a working device and to be able to play your favorite games without any interruptions from random error messages. We would love to help you out and get you back into gaming soon!

First, please try the following troubleshooting steps and reboot your headset:

  • Turn off your headset completely and leave it off for 10-20 minutes
  • Hold the power and volume (-) button on your headset down 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
  • Use the volume buttons on your headset to highlight Yes and press the power button

If the issue persists, are you experiencing the error during gameplay or does it appear in the main menus? Also, could you please send us a screenshot of the error message?

We would appreciate hearing back from you as soon as possible!

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

Sam9j
Explorer

Were you able to fix this? I’m having the same problem.

Hey there, @Sam9j! Thank you for joining us here on the forums. We would love to see if we can help you out as well to get those pesky system utilities running as they are supposed to. We know how important they are for a solid VR experience.

Have you tried the steps we suggested previously, especially leaving the headset off for 10-20 minutes? This ensures the headset has time to properly restart. If you have already given those steps a shot, please consider attempting a Factory reset:

  1. 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 and press the power button
  4. Use the volume buttons on your headset to highlight Yes and press the power button

We would love to know if the System Utilities are running better after that. If not, we'd be happy to review what we can to help you out. You can also message us directly from our Profile Page so we can review steps to take after a factory reset. Just let us know!

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

IMG_2955.jpeg

 Now I have this on my screen

Hey again, @Sam9j. Thank you for the picture. We have some information that we would love to share about it! The "No command" screen will appear if the device is not shut off when a factory reset is attempted, or if the volume up button was held instead of the volume down button. Please make sure you have properly turned the headset off and that the volume down button was held instead of the volume up button.

If you are having issues turning off the device, please try this:

  1. Put on or hold up the headset to your face
  2. While the device is powered on, press and hold only the power button
  3. Wait for the screen to go dark black (backlights will turn off)
  4. Once the screen goes dark black, keep holding the power button and then quickly press the volume down button and hold them both
    • Once the device is turned off, you will have 3 seconds to start holding the volume down button
  5. Hold both buttons until the boot menu appears a few seconds later and perform a factory reset

 It may take a few tries to get the timing right for holding the buttons, so if it does not work the first time, try again following the instructions. We hope this helps. Please let us know how it goes!

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 again, @bmxz_ryan. If you have tried the suggestions previously provided, and still have issues, please let us know! We would love to hear how a restart or a factory reset works out for you. You can also contact us directly at any time from our Profile Page if the issues continue.

@Sam9j, we'd also like to know if you were able to factory reset as well using our suggestions to get around the "No command" screen!

We hope to hear from either of you soon.

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

Hi, I am having the same problem. I have tried what you have said above but when i press the power off button to select it just turns the oculus back on. When it turns on i can only see black with my boundary outlined, then a warning box pops up saying:

com.facebook.wearable.system.location.service.vro...keeps stopping

app info

close app

the remotes are working but when i click on either app info or close app, it just pops up saying powering off, restarting. the back light goes of for about 2 seconds and then it restarts again. the meta logo rotating, then that warning box again. if i dont think anything another warning box pops up saying:

oculus system utilities keeps stopping

app info

close app.

Again if i try to click either of them options it just powers off straight away. if i dont click anything and let both boxes pop up, it just restarts itself and the process starts again. if i press the menu button nothing happens. i have tried charging it, it makes no difference. i have tried plugging it into my laptop but nothing happens and as its not turned on it wont connect to air link, if i do turn it on and try to connect with the air link it still wont work as i need to accept it on the oculus which isnt switching on! its so annoying and i have an extremely upset 8 year old. please help! 

Hey there, @EffTeeGamer! We definitely want for you to be able to enjoy your time in VR, and that is hard if your headset is constantly popping up error messages! Thanks for letting us know the troubleshooting steps you tried, that helps narrow things down for us. You mentioned having trouble selecting the factory reset option through the headset, we would recommend trying to do that from your Quest mobile app. We have a support page with instructions on how to do that here.

 

Hopefully that gets everything back to normal for you. If you continue to have issues, please reach out over a PM and we'll see what else we can do to help out.

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

Hey, we wanted to check back in here to see if you still needed further assistance. Please don't hesitate to hit us up!

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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