Passthrough Glitch and Stuck at Boundary not found

[silidragos]

Every time I open Quest 3, the passthrough is glitchy, meaning half passthrough 360 (frontal half) is black, and the backward half looks ok, I can see the passthrough video feed there. Between the two halves  there are some stretched polygons-like glitches between them. 

The message "Boundary not found" is popped out but controllers are not recognized so I cannot press on it.

I thought the sensors were broken but weirdly enough, when I hard reset (twice) the device, the menus were alright and I could just do all the setup. 

What can I do? The device is unusable.

[MetaQuestSupport]

Hi there,

We saw you're having issues with pass-through on your Quest 3. This is not the experience we want for our users, so please be assured, we are here to help!

Firstly, could you please answer the following quick questions:

- When did you first notice this issue? 
- Have you recently updated your device? Can you check what software version your Quest is currently running?

You mentioned that your controllers are not being recognized by your headset.
To fix this, please try the following troubleshooting steps:

- Remove unsupported third-party accessories that may affect power, battery fit, or controller detection. For example, rechargeable grips, controller covers, etc.

- Replace the controller battery by a fresh one

- Check the LED status (blinking, solid, or no light at all)

Once you are able to get your controllers working again, regarding your pass-through issues, we would recommend trying the following steps:

Clear your boundary history

Bear in mind that if you have multiple accounts on the same headset, boundary history will be cleared for all accounts, not just the account you are currently using.

• Press the Oculus/Meta logo on your right controller
• Click on the clock on the left side of the universal menu
• Select Settings
• In the settings panel, select Boundary
• Select 'Clear Boundary history'
• Redraw your Guardian boundaries by selecting 'Adjust Boundary' from the Boundary settings menu

We hope this helps! If you are still having issues after trying these steps, please shoot us a DM and we can investigate further!

Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

[silidragos]

Hello,

Thanks for the fast response.

Technically, controllers work fine. They don't work when in the "Boundary not found" mode, with the broken passthrough. If I press on shut down, however, and I have that Restart/Shut Down menu, the controllers work fine there.

There were some software updates recently I think. Today I also installed a new update through Meta's Update Tool in browser, I think v68. 

I cannot clear boundary history as I simply cannot do anything other than:

- Factory Reset (setup works great) + Bios works fine

- watch that passthrough + boundary not found, without any way to do anything with my controllers

- press on shut down, and during the shut down menu, controllers work fine.

Should I upload a video to make it more clear? If so, how can I upload it.

Thanks again!

[silidragos]

Update.

I also filed a bug through the mobile app. I still got no answer. In private chat I only got the recommendation to factory reset, but did that twice already and still have the same issues.

Here are a couple of other things I noticed:

- Every time I shut it down there is an update trying to load. I even let it load for 8 hours, but it hangs like that forever.  

- It seems all hardware works fine, as far as I can tell. It just gets stuck to that screen, with half of the "passthrough sphere" broken down in a glitchy manner.

Hope I won't have to throw this device away as it seems it's just a software issue 😞

[MetaQuestSupport]

Hi there @silidragos 

Thank you for sharing your experience and bringing this into attention.

So that we can help and ensure this doesn't happen again we would like to invite you into DMs.

Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

Thank you and we look forward to hearing from you