My Quest turned off randomly during playing when it was at 34 percent.

[CleoIsCool247]

It won't turn back on. It briefly displays the meta logo before showing what appears to be a battery with a slash through it. I've tried charging it, waiting for a while, and trying all of the usual fixes such as holding the power button and combos with the power button. Nothings working. I tried using the switch charger too. Please advise. (BTW, I made sure there was no damage to the charging cable and did try to plug it into a computer. It flashed red so I unplugged it)

[MetaQuestSupport]

Hi there, thank you very much for getting in touch about the issue with your headset. We really want to get this sorted for you!

Please could you kindly confirm the type of device you have?

Could you also please try charging the device for at least two hours, and please make note of the LED light, if displayed.

We are looking forward to hearing back from you and getting this resolved! 

Thank you.

[CleoIsCool247]

I have a Meta Quest 2. I have already tried the two hour thing and the LED was flashing red, which I'm aware means charging malfunction. To clarify, my oculus does not flash when dead. It has a still red light when dead.

[MetaQuestSupport]

Hey there! We are keen to get this sorted for you as soon as possible.

Thank you for providing the requested information. We appreciate you have tried holding down the power button, however, would you mind holding both the power button and volume button for 30 seconds. You should then hear the boot-up sound. This will reboot the device. If this sound is not heard, enter the USB Update Mode and select "Boot Device."

If this is unsuccessful, please try to factory reset. This can be done by completing the following steps:

1. Turn off your headset.
2. Hold the power and volume (-) button down simultaneously until the boot screen appears.
3. Highlight Factory Reset and press the power button.
4. Use the volume buttons to highlight Yes to confirm and begin the Factory Reset process.

Please be aware that this will wipe all of your data from the device. You can be able to recover some of your data from the Cloud, however, we cannot guarantee that all data will be recovered. 

If, after completing a reboot and factory reset, you are still experiencing issues, please send us a PM so we can investigate this further.

We look forward to hearing from you soon!

[CleoIsCool247]

That did not work. I see no boot screen so I can't do either

[MetaQuestSupport]

Hey! Thank you for trying to complete the requested troubleshooting steps. We understand that you are having issues completing a Factory Reset from your device. 

Alternatively, this can be completed from your Meta Horizon app. To do this, please follow these steps:

1. Open the app on your phone.
2. Tap the Headset icon in the upper left of the home screen.
3. Select Headset Settings.
4. Select Advanced Settings.
5. Tap Factory Reset and then Reset.

If you are having issues with this, you can also do a factory reset from your Meta account. This can be done by:

1. Logging into the Meta account profile page.
2. Go to Devices.
3. Select the Device and click Delete Device Data.
4. Click Continue.
5. You will then receive a code that will be sent to your email. You will then need to enter the code and click Submit.

Please reach out to us via PM if you encounter any more issues.

We thank you for your time and patience throughout this process!

[MetaQuestSupport]

Hey again, we wanted to circle back around and see if this resolved your challenges. If not please let us know. We're happy to help!

[CleoIsCool247]

Hi again. Unfortunately, seeing as the headset won't turn on, I'm unable to connect to the headset settings as it can't recognize it or something I guess. I will provide a screenshot.

 As you see, it is darkened out and I'm unable to fix it

[MetaQuestSupport]

Hello again CleoIsCool247!

After several attempts at troubleshooting your device without a successful outcome, we at Meta Store Support encourage you to reach out to us via our support site for further and more specialized information.

Please follow this link to get in touch. We are eager to help you get back online and continue enjoying your Meta Quest device. 

[CleoIsCool247]

I've already talked to two people there. Neither of the solutions they offered fixed my issue. This was kind of my last hope.