Quest 3 freezing on startup

[emy.serozzi]

So I had the Quest 3 128 GB model since last November (my very first VR product).

I always used it for VRChat, BigScreen and some VR light games. Never had any single problem with it, and I always updated it, treated it with care (store it in a drawer, in its original box, clean the lenses and the facial interface, never leave it charge overnight, etcetera). 

However, yesterday evening, when I booted up the Quest, for some unknown reasons, it crashed right after the 3 dots, I got a black screen, the fan didn't even made a sound and the background music just froze in a loop and then I got a pixelated white screen, forcing me to hold the power button until the Quest resetted itself, eventually.

My battery was 50% charged, so I doubt it was a low battery problem. And if that helps, somehow, when i'm on battery I have the power saving option turned on (but I don't think this is the cause of the problem).

After the hard reset, however, the Quest just booted up fine and the fan kicked in as it should have.

This is the very first time that I see a problem like this happening with my Quest.

Like I said, I never had any problems with it. And I absolutely love the product.

Now, I live in a very humid area, and the heat it's just unbearable to deal with, even with the air conditioner turned on. So I suppose that, maybe, it was just an isolated overheat issue, or maybe me sweating too much caused some humidity problem?

I don't know.

I tend to lift my Quest whenever I'm sweating too much, just so I could dry my face with a towel. However, I also read that some users had this problem happening too often, which made them return/exchange the headset.

But, like I said, only yesterday evening I had this problem happening.

I bought mine from Amazon, so the return window is obviously closed, at this point.

I would like to know if some other users of the Quest 3 had this problem happening as well, and how they dealed with it.

[MetaQuestSupport]

Hi there, @emy.serozzi. Being able to use your headset and have it work properly is an experience we want for all of our device owners. Having your headset shut off and freeze abruptly can definitely take away from that experience as well. With that being said, we always want to be sure to look into these matters as thoroughly as possible. For us to do that, we would like to ask you a few questions to ensure that we can provide you with the best assistance we can.

• Have you experienced this issue more than just the one time you mentioned?
• When your headset shut off, did you see any kind of error message or anything like that?
• Have you tried any kind of additional troubleshooting for this issue?

We would also like to share a link to a forum page where some of our other device owners have shared their experience in regards to your question about sweating while using the Quest 3. Some users have even shared the solutions that have worked for them. You can find that link right here. We hope to hear back from you soon!

[emy.serozzi · Accepted solution]

Many thanks for the reply.

No.

That was the very first time I had the Quest 3 do that. Never had any problems with it since I purchased it.

I don't know if the Quest just crashed because of overheat, or if it was just a software issue causing that (the night before it happened I was browsing a few videos on the Quest Browser, and it actually got quite warm than usual).

I didn't got any error notification at all.

The headset just crashed to a blurry pixelated white background, before resetting itself.

I only did a hard reboot, and let the battery discharge completely. After this, I booted up the headset and it just loaded fine.

Opened up Bigscreen and used the headset for a good hour and a half with no problems.

No crashes at all.

I even updated it to version 67, applied the update and reboot the headset without any problems.

Like I said, it must have been just an isolated case/software issue.

If, however, I will still get the same problem on a regular basis, I will surely let you know.

[MetaQuestSupport]

Thank you so much for that update, @emy.serozzi. We're very happy to hear that you haven't encountered that issue again since it happened the first time. You certainly have the right idea in mind. If you experience the issue again, please let us know. We are always happy to work with you towards finding a solution. If you have any other questions pertaining to this or any other issue, please do not hesitate to reach out to us again.