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Quest Pro Face Tracking + Eye Tracking Problems. Not working together

jessiewtf
Explorer

Hello, my quest pro is unable to use face tracking + eye tracking at the same time, and the eye tracking when it works is not tracking eyelid movement at all - not even for blinking. I suspect the IR leds are defective. I have tested the tracking in multiple apps including Horizon Worlds and VRChat and its as I described in all of them. In attempting to fix the issue I have also:
- reset the headset multiple times

- toggled "fit adjustment" setting off and on

- toggled face tracking off and on

- toggled eye tracking off and on

The face tracking never works, even when eye tracking is turned off. The eye tracking only works when face tracking is turned off, but still has no eyelid movement or blinking.

The eye and face tracking are the main reason I bought this headset for so it is very disappointing for it to be not working like this.

7 REPLIES 7

jessiewtf
Explorer

I have also taken a look at the headset with my phone camera and it appears the IR LEDs around the optics are still lighting up.

MetaQuestSupport
Community Manager
Community Manager

Hi there, @jessiewtf. Tracking is an extremely crucial part of getting the best overall VR experience you can get. We take these matters very seriously and would love to see if we can get this sorted out for you. With that being said, we would like to ask you some questions to get a better handle on what you're dealing with and which route we should take. Can you tell us when the issue started? Thank you for sharing all of the steps you have tried to resolve this issue on your own; we commend you on that. Have you tried to perform a factory reset on the headset? A factory reset can sometimes cause the tracking to revert and start working again. Those steps are as follows:

 

To perform a factory reset using your phone:

 

  1. Open the Meta Quest app on your phone.
  2. Tap Menu, then tap Devices.
  3. Tap the headset connected to your phone.
  4. Tap Headset Settings then tap Advanced Settings.
  5. Tap Factory Reset and then Reset.

To perform a factory reset using the headset:

 

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

Please keep us updated on your progress! If the issue still persists after the reset, please let us know, and we'd be more than happy to look into all of the options that are available to you. We hope to hear from you soon, and 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!

Thank you for your reply. The issue I described began on Friday. As mentioned in my original post I have factory reset the headset twice already and both the controllers in an attempt to fix this issue. The issue is still present today showing the same behavior as I described on Friday.

Hey again, @jessiewtf. Thank you for sharing that update with us. We certainly appreciate it. Because of the troubleshooting that you have already tried, we think the best course of action would be for you to reach out to us via private message. To do so, please select our name to get to our profile page, or click here. 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. We hope to hear from you soon!

 

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

i am encountering the same issue even after a factory reset too! I really want this to work.

Hey there, @TheCourierSix! We want to help you get face and eye tracking working correctly so you can have the best experience in the VR world! 

Please try the following steps:

  1. Make sure your controllers and headset are up-to-date
  2. Clean the cameras on the headset and controllers with a dry cloth.
  3. Make sure your play area has enough lighting.

Kindly let us know if that fixes things or if more help is needed! 

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

Hey again @TheCourierSix! We wanted to follow up and check in on you with the Face Tracking and Eye Tracking issues working at the same time that were being reported! If you still need some help, please definitely let us know if those steps worked or not! 

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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