I bought a Quest 3, 2 days ago. First day went fine, I was very happy with my purchase. Second day, i had the infamous "tracking lost" screen appearing once or twice but the tracking promptly resumed each time. But yesterday night, i was stuck in a loop. I tried everything : factory reset, cleaning the camera lenses, changing room, deleting the boundaries history, charging the headset, rebooting, etc. I still get the tracking issue. Is it hardware issue or software issue ? I bought it in a store, how do I get a replacement from Meta if the store refuses to give me a replacement ?????
Thanks for posting into our forum. We can see you are having a black screen problem and we want to help you with it as much as we can! Just to confirm, have you contacted our support team via email?
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
And - by the way - I was not only facing the black screen error but also (and firstly) the tracking lost error which is posted to this forum by lots of customers.
No problem, we would recommend removing that ticket number from a public post to be on the safe side but other than that, please keep an eye on your inbox and the team will reach out to you as soon as they can!
Have a great day.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I believe I had a similar experience. I just reached out to support (have a ticket number with them), and waiting for them to reach back. I guess I'm posting to vent and add my personal experience to the pile.
Bought unit (Quest 3 512gb) in March 2024, barely used it (maybe used it for 50 hours top?). No physical damage or accident or abuse. Tried to use it today and it worked for maybe 5 or 10 minutes, then tracking was lost and controllers disconnected. Did a couple of hard-reboot. Then did a factory reset. I was able to get through the setup, but once I connected to wifi it started crapping out again. Passthrough isn't working. The controllers are vibrating every 3 seconds, and if I put on the headset, I can see the login window on a black background, but the image seems to freeze every 3 seconds. It's like something is caught in a loop in the background. If I press the unit hard on my face, I sometimes can see a glimpse of my room, then it goes back to black again.
I too feels like some sensors are acting up. Hopefully support can make it right.
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
