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Quest 2 not pairing to phone or iPad. Device locked despite there being no passcode.

fawgz
Explorer

I have been trying to pair my quest 2 with my phone OR my ipad for a few days now

problem:

I open the app, it recognizes the headset, and says “connecting…” it then says “device locked” and prompts for a passcode. I do not have a passcode on my device. When I enter any passcode, it says “Something went wrong. Please try again.”

what I’ve tried: 

- updating my phone and iPad

- restarting all devices, multiple times each

- deleting and redownloading the app multiple times

- logging out and logging back in on all devices 

- putting a passcode on my quest, then inputting it into my phone and iPad when it prompts to. Same error.

- removed the passcode from my quest. Same password prompt, same error.

 

090390AC-9B54-4E78-819B-A0C81E3A1946.png

2 ACCEPTED SOLUTIONS

Accepted Solutions

Hey, @fawgz! We understand the hesitation about doing this kind of reset. We want you to have the best experience possible. A Factory Reset will be the best option to remove the unlock pattern from the headset. Your data will not be permanently deleted when you do the reset. You will need to redownload it again from the library once the reset is complete. To save your data, we strongly advise you to activate the Cloud Backup system before performing the reset. Please let us know if you would like to continue with the reset!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

View solution in original post

We're glad to have been able to provide that information to you. We look forward to assisting you further!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

View solution in original post

7 REPLIES 7

MetaQuestSupport
Community Manager
Community Manager

Hey there, @fawgz! We see you're having trouble with pairing your device. We know how inconvenient it can be to have to deal with this issue, so let's see what we can do to get your device paired!  

 

Just to make sure we're understanding correctly when you say you've restarted all devices, have you attempted Factory Resetting the headset as well?

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

No, and I would really like to avoid that, because my partner & I share this headset and I don’t want to get rid of any data.

Hey, @fawgz! We understand the hesitation about doing this kind of reset. We want you to have the best experience possible. A Factory Reset will be the best option to remove the unlock pattern from the headset. Your data will not be permanently deleted when you do the reset. You will need to redownload it again from the library once the reset is complete. To save your data, we strongly advise you to activate the Cloud Backup system before performing the reset. Please let us know if you would like to continue with the reset!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

I didn’t know that was an option! Thank you, I will do that (activate the cloud backup system and then factory reset) when I get home, and I’ll update if the problem persists or whatnot. 🙂

We're glad to have been able to provide that information to you. We look forward to assisting you further!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

The factory reset worked!! Thank you so much for your help!! : ) ❤️ 

Howdy there, @fawgz! Glad to know our advice was helpful for you. If you have any further questions or issues, don't hesitate to get in touch, we'd be happy to assist.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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