Known Issue - Refurbished Quest replacement unable to connect controllers

[WowUrGarbage]

I just recently sent my quest 2 and controllers back to be replaced but the refurbished quest 2 controllers that was sent to me won't connect to the refurbished quest 2 headset that was sent to me so my headset is stuck in the paring initial setup screen. I tried linking my headset to my app to set up controllers that way but no matter how many times I tried to pair it putting the pair code in it won't pair up. I have factory reset several times. I have reinstalled the app already a few times. Yes my location and bluetooth is on. I have already been through setting this up with my old quest 2 that I sent back with no problems. I don't understand how I was sent a refurbished quest 2 and controllers that can not even set up. Please help me fix this or let me get a replacement that works.

[aperion0611.2022]

They wont fix it they are just charged a 100$ more to the new head sets and if you had a oculus better not let it  go because 1 a life time is all you get you can buy a used one and it wont work you can buy a new one but wont be able to link we all got ripped off 

[aperion0611.2022]

Are you going to fix this this year 

[kelly.schwartz.98031]

I’ve been give the riunaround for 2 months with support , refurbished sent in place of new one sent in for warrenty , nev gotten a fix or used it cause it won’t recognize the Wi-Fi or controllers 

I am pleading for some assistance 

Kelly

[Chris-K]

The problem is they are shipping RMA (Refurbished) Quest 2 with V42 of the code - not upgrading them before they ship them to customers, and the app on the mobile devices will only work with V43/V44 of the Headset code, there is a fix to upload the latest V43 - there are instructions to upload the new firmware using USB which has worked fine for all the users who I have "hand held" through the process.  There are a full set of instructions on one of my posts, and I can assist with PC or MAC (NOT Mobiles as you need a special cable, and I dont know how to do the code update with just a mobile)

[Chris-K]

The problem is they are shipping RMA (Refurbished) Quest 2 with V42 of the code - not upgrading them before they ship them to customers, and the app on the mobile devices will only work with V43/V44 of the Headset code, there is a fix to upload the latest V43 - there are instructions to upload the new firmware using USB which has worked fine for all the users who I have "hand held" through the process.  There are a full set of instructions on one of my posts, and I can assist with PC or MAC (NOT Mobiles as you need a special cable, and I dont know how to do the code update with just a mobile)

[Monchardy]

I spoke to support and they said this became a known issue in the third week of august 2022 (which I mentioned conflicted with online complaints). It was also so hard to get straight answers from customer service, incredibly unprofessional 

[Chris-K]

You will never get the controllers to pair with your device until you have upgraded the firmware on the headset to version 43, because it has to be registered on your account first then you can pair the controllers afterwards.

The problem is they are shipping RMA (Refurbished) Quest 2 with V42 of the code - not upgrading them before they ship them to customers, and the app on the mobile devices will only work with V43/V44 of the Headset code, there is a fix to upload the latest V43 - there are instructions to upload the new firmware using USB which has worked fine for all the users who I have "hand held" through the process.  There are a full set of instructions on one of my posts, and I can assist with PC or MAC (NOT Mobiles as you need a special cable, and I dont know how to do the code update with just a mobile)

if you need support for this, unfortunately I suspect that the support teams are not aware that their RMA (replaced) units are being shipped with an older version of the code in the headset - which won’t pair with the phone as that only supports version 43 and 44 upwards 

If you message me privately, and I will assist with the upgrade, I’m not sure why the moderators of the forums continuously say that it’s an engineer problem with the servers when it’s actually the version that have been shipped out. and got an old version of code installed on it which refuse it to pair with the app.

[h1llsandvalleys]

Hi guys,until when will a patche be available?

[xXSushieaterMomXx]

PrincessPeeches,

I am having the same problem.  How, do I receive a refund.  I sent back a brand new Oculus and was returned a very old refurbished oculus that does not work.  I want my money back.  Please, give me instructions to do this.

[sharon.tiller.357]

Hey had the same thing happen to me also they will not give a refund ,They also sent a refurbished one and it would not pair I was going back and forth for about two weeks with support and finally had enough  and they agreed for me to send it back and another one is on the way,but I don't know if it's going to be a new one or a refurbished one again ,,the only difference this time I had to send everything back,the first time I sent it back it was the headset only,Should be here by Friday and I'll let you know if it's a new one or a refurbished one