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Quest Pro Left Controller Not Working / Pairing

coryb155
Honored Guest

I've been an avid supporter of VR and have owned every iteration of Oculus/Meta headsets since the DK2. This is the first time I've run in to any real issue... and have subsequently been met with the most frustrating and unhelpful customer service I've ever seen.

After not using my headset for a few months, I decided to jump in and see what new games were out etc... there was, as expected, updates that needed to be done since I hadn't used it for awhile. 

They finished quickly... but after completing, the left controller was no longer responsive. It showed connected in the app and in the headset... but button presses etc... did not seem to register. 

I tried:
- Rebooting the headset.
- Turning the controllers on and off.
- Made sure I was on the same wifi frequency.... both 5GHz and 2.4GHz did not work.
- Tried every variation of WPA/WPA2/3 etc... 

I decided to try unpairing and repairing the left controller... but, once it was unpaired... the app will not find it to pair anymore. SO... I then tried:
- Factory resetting the Left Controller
- Unpairing the Right Controller as well
- Factory resetting the headset while both controllers were unpaired

After the headset was factory reset, it will find the Right Controller without a problem... but the Left Controller issue persists. 

A few things to note:
- I tried deleting the app from my phone and reinstalling, then attempting everything above again.
- The LED lights on the Left Controller behave as expected when you factory reset, attempt to pair etc...
- When attempting to pair the Left Controller, looking in the headset, the Right one constantly loses tracking and disconnects. This only happens when it's trying to pair the Left. As soon as you stop trying to pair, the Right one stays connected without any issue. I don't know if that's expected behavior, but figured I'd mention it.

After explaining all of this to support, they refused to send me a replacement Left Controller and told me I needed to buy a refurbished one. They didn't acknowledge 90% of the content in my emails... especially when I pointed out that this seemed to be a known issue... with plenty of posts from users experiencing the same thing. I received infuriating canned/templated responses... most of them telling me to post here. I was also told they were not able to escalate my case to a supervisor or manager... and that they would no longer help me on this case.

1 ACCEPTED SOLUTION

Accepted Solutions

MetaQuestSupport
Community Manager
Community Manager

Hey there, @coryb155 and @Annie9xo. Thank you for bringing these concerns and your experience to our attention. We know how essential using both of your controllers within VR is, and we definitely want to exhaust all efforts to have everyone up and running smoothly. So that we're able to look into each of your devices, please send us a PM! 

To send us a private message, either select our name to get to our profile page, or click here while signed in to the community. Next, click "Send a Message" to privately message us! We look forward to working with both of you!

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

12 REPLIES 12

Annie9xo
Honored Guest

Almost same thing but it won't pair any of them for me now 

MetaQuestSupport
Community Manager
Community Manager

Hey there, @coryb155 and @Annie9xo. Thank you for bringing these concerns and your experience to our attention. We know how essential using both of your controllers within VR is, and we definitely want to exhaust all efforts to have everyone up and running smoothly. So that we're able to look into each of your devices, please send us a PM! 

To send us a private message, either select our name to get to our profile page, or click here while signed in to the community. Next, click "Send a Message" to privately message us! We look forward to working with both of you!

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

DrummerAl
Honored Guest

I am having the same left controller issue after an update.  I have tried all of the same things and am not getting any response to my request help email for support.  How does this get resolved?

Hi @DrummerAl. We understand how controller issues may stop you from enjoying the world of virtual reality. We don't want you to have to miss out any longer. Please send us a private message so we can get sensitive information from you and assist in finding a solution, allowing you to get back in the game! 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.

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

Hi @DrummerAl. We hope all is well. If you are still in need of assistance, let us know so we can proceed accordingly. If things have been resolved, we would be happy to hear about them. Let us know when you get the chance; we appreciate it!

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

Meta support sending new controller out.  Hopefully this will resolve the issue.  I will let you know.

New controller from Meta being sent.

Thank you, DrummerAl, for letting us know. We hope you can continue to enjoy the wonderful world of virtual reality very soon! 

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

Utulu
Explorer

Having the exact same thing happen after a recent update (down to noticing that the R controller gets buggy while trying to pair the L). I’ve also done all of the step you’ve listed with no luck. Hoping support will have a solution.

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