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.

[qubert22]

It would be nice for them to come up with a fix for those of us that don't have a PC. I have been told they are working on a fox gor 2 months now!

[Ame-117]

j’ai axactement le problème que mentionné ! Problème cela fait 3 ans que j’ai oculus 2 et maintenant j’ai tout perdu des achats fait ultérieurement 

[TheAntiSocializer · Accepted solution]

Hey hey! Just wanted to update this thread with this solution since it seems we may have forgot to post it in here.

For anyone having this issue, please try the following:

1. Factory reset the headset
2. Open the Meta Quest app on your iOS or Android device. Wait about a minute while a background update is automatically applied.
3. Close the Meta Quest app.
4. Factory reset your headset.
5. Try to pair your controllers and headset as new.

If that doesn't work, we suggest hitting up the team with a support ticket. 

Thank you! 

[geofftanner]

This company sucks big time! My Quest 2 stopped pairing. They admitted it was a software problem that their engineers were working on. They asked me to send it to them. Their website says a replacement will be shipped between 3-5 days. 2 months and 50 emails later I still have no replacement. All they do is apologise. A serious waste of time and money. 

[geofftanner]

Count me in. I live in Sydney, Australia. I’ve been waiting 2 months for a replacement Quest 2. All I get from Meta Support are apologies and congratulations for being so patient! Sucks.

[MarconiusConnectorV]

Here in europe i had more luck, send in my defected headset and they returned a working refurb headset in one week.The headset i had send in to prague , and got one back from ierland...

[omikins91]

I wanted to come in here and update you guys my solution! In case people still have this issue, what i did goes as follows. Make sure you have battery on your controllers, I was having all these issues as described until I realized my controllers were low battery. Then go into the oculus app, if it connected the headset automatically,good, now it’s time to connect the controllers manually by going to “controllers” under “devices”. Unpair the last controllers and pair them again. This worked for me guys! I got rid of the pairing screen and let me choose languages and set up soon after. Good luck!

[RoastPork]

Thanks for sharing your perspective! Let us know if this works for anyone else!

[Demon_Damo]

My old Quest 2 ended up being hacked and business locked. As I couldn't delete the account even with factory reset, I was given a refurb. I had the issue you have. I sent that back, as support couldn't fix it. They sent me another headset and same again. You can go through the app once paired because all it says is not connected. What is the solution? I bought a Quest 3 after waiting so long. I still want my old headset back working

[blackzizi.2024]

Do not waste your time doing some crazies, I bought a new headset and controllers and per my troubleshooting test protocol, the headset has been identified as the culprit. This conclusion was reached because my old controllers were able to connect with no issues to the new headset post side upload headset firmware update. The issue is that your controller firmware is updated but the headset is not. Since you can't get to update your refurbished device because you need the controller you get stuck in a dead end. The solution is to proceed with a side upload via the USB C cable from Meta preferably (if you had one that you used for Quest Link that has been proven to work, then you can use it, remember that not all USBC cable are the same). To proceed with the side upload, just google "Meta Quest Software Update" or if the link is still working then go to https://www.meta.com/help/quest/software_update/, see picture below for result post successful completion of the headset firmware update. Then select your headset and follow exactly the instruction as described. Once your device is updated (see below)

From here proceed as usual to link your controllers. If you encounter an issue, just use the headset setting on the meta app to pair your one controller that may still need to get updated. Voila and you are welcome :).

To the meta team of engineers please update the base firmware so folks don't have to use the controller to at least proceed to update the headset. This should be completed via the dot icon on the screen that appears after 5 minutes of setup with no controller being connected.