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Multiple Problems (Oculus app on my phone wont accept my unlock code, Left controller wont pair)

Naomitort17
Level 2

I'm trying to get my daughters Oculus Quest 2  to pair her left controller and it shows up but is greyed out  to left in settings. I also cant get the pairing code  to pair my phone or the Oculus app on my phone to her headset.  But no matter how long I wait, it stays on the pairing screen, and prior to try pairing the headset I connect my headset and phone, Oculus app on my phone under her profile wont accept her unlock code but that same design of code unlocks just fine on her headset.

We have charged over night and put brand new batteries in the controllers. We have been trying to get this to work for two days now and i am exhausted from trying.   Please anyone help!

thank you

James

4 REPLIES 4

MetaQuestSupport
Community Manager
Community Manager

Hey hey, @Naomitort17! We just wanted to race on by to get you off this exhausted train, caused by many issues dealing with pairing. Thank you for providing us with all that information. So that we can give you a rest and able to take a breath please provide the following: 

 

  • Other than charging the headset and changing the batteries have you tried any other trouble shooting?
  • Are you able to provide a screenshot of the pairing screen being grayed out? 

Once we grab this information from you, we can work together to get your brain a break from the exhaustion! 

Sorry it took so long for me to get back i had a ton of things to do today and need a break.

i am not sure how to take a screenshot but my son said the only way he knows how to do is to use the control that wont pair the left one with 3 line button.

so i am also at a point where the left joystick has a flashing white light on the hoop when I hit the 3 line button. but it does not pair up.

Also not sure what trouble shooting your talking about..

Hey Naomitort17! No worries, here are a few of the troubleshooting steps we were inquiring about:

 

For the headset:

  • Check to make sure your headset is nearby and turned on.
  • Check your Wi-Fi signal. If your signal isn't strong, try moving closer to your wireless router (internet connection device).
  • Check to make sure your headset and mobile phone are connected to the same Wi-Fi network.
  • Check to make sure your headset is fully charged.
  • Make sure that your app is up-to-date.
  • Log out of the mobile app, then log back in.
  • Uninstall then reinstall the mobile app.

For the controller:

  • Use a microfiber cloth to clean controllers. Especially areas around buttons.
  • Leave batteries out for 30min. 
  • Try brand new batteries.
  • Unpair and repair the controllers.

If you are still having issues after trying these troubleshooting steps, we would like to get you over to our support team. Just go here and you will be routed to our support page. Once there, just follow the prompts the best you can as they pertain to your issue. You will then be connected with one of our specialists who will be able to assist you further.