Quest Pro Tracking Lost whenever it tries to turn on face or eye tracking

[sleepernarwhal]

Starting out of the blue two days ago, my Quest Pro kept getting 'tracking lost' errors over and over in a loop after having no issues up to that point.

This happens anytime the headset attempts to start either face or eye tracking. For example in the home interface after restarting the headset, everything works find until I either

1) glance at the mirror - then I loop into 'tracking lost' until I'm able to look away
2) start a program that uses face/eye tracking - loops 'tracking lost' until I restart
3) or if in either of those cases face/eye tracking successfully turns on and works, which happens rarely (and resets when I set the headset down), everything just works

Based on what I've read in these forums, I've tried a number of things, but only success is in turning off face/eye tracking, but that is the whole reason I'm using the headset.

Things I've tried that did not work:

- Swapping from v69 to test patch v71
- Turning off fit adjustment
- Turning off hand tracking
- Factory resetting multiple times with varying combinations of the above on and off

Hope someone has some suggestions. Thanks!

[MetaQuestSupport]

Hi there,

We want to help you try and get this issue sorted, so that you can get back to the important stuff of enjoying your VR experience!
 

It is likely that you might have already tried these basic fixes, but its worth checking the fundamentals so we can narrow down what might be the cause; 
 

1. Face away from the menu and try holding the Oculus button for 3 to 5 seconds. If the menu re-centers on the new facing, then at least the controller Bluetooth is connected. This means it is likely the controller is not tracking.
   • Note: This test only works with the right controller. There is no equivalent test for the left controller.
      
2. Power cycle the controllers:
   1. Try rebooting the controller by holding down the Oculus/Menu button until you see the lights change.
      • This usually takes about 20 seconds. You should feel the "powering down" haptics, followed by the "powering up" haptics before releasing the button.
   2. If still not working, press Oculus or Menu button to ensure the controller is awake and flashing S.O.S. on the LED. The S.O.S. mode will blink in white with the S.O.S. pattern (3 quick blinks, 3 slow blinks, 3 quick blinks).
   3. Restart the HMD via holding the power button until the Power Menu comes up. Use the Gaze Cursor to select Reboot.
       
3. If power cycling the controllers did not resolve the issue, press Oculus or Menu button to ensure the controller is awake and flashing S.O.S.; then go through the Meta Horizon mobile app and unpair/pair the controllers.
    
4. If that does not work, manually pair the controller using commands:
   1. To enter pairing mode on each controller, press and hold the Oculus+B (right) or Menu+Y buttons (left) for 3 seconds. You'll feel a light vibration from the front trigger when the controller transitions into pairing mode.
       

If you are still having the issue after these steps then please reach out to our friendly support team who will be happy to try and help with further solutions.

Thanks!

[sleepernarwhal]

Hi, thanks for the quick response.
The tracking lost issue in this case is *not* with the controllers but with the Quest Pro headset itself. For example, when I turn to look at the mirror, all input freezes, whatever motion I had is maintained and the screen slides/rotates away before flashing black and then back with a "Tracking Lost" error message about the device being unable to track it's movement or position in my play area. Within around 10s this error message flashes away, the normal screen comes back and then it loops right back through this error repeatedly.

Hope that description was good enough!

[MetaQuestSupport]

Hi!

Absolutely, thank you, we appreciate the detailed description.

Since you have already tried the most successful troubleshooting steps for a tracking loop issue- Fit Adjust, factory reset etc. and they have proven unsuccessful, we may have to consider other alternatives.

If you haven't already please let our support team know what's been happening, as they will be able to assist with further troubleshooting, and be able to check the latest fixes for issues like this.

Thanks!    

[Change_Agent]

These tips not working for me .. just the last few days suddenly I can’t get into games as the infinite tracking lost loop draining the life out of me. Controllers being tracked accurately which I can see in pass through. I do not want to go down the road of a factory reset and have to reinstall everything. This has to be a software glitch. I’m using a Quest Pro.

[MetaQuestSupport]

Hi Change_Agent,

Thanks for reaching out about this! 

We know it's a frustrating error and we want to make sure you have a great experience with your Quest Pro.

If you haven't already, please try the following troubleshooting 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.
4. Reboot the headset

Note: Your playing space should have bright, even lighting. If the lighting in the room is too dark, or too bright, the headset may lose the ability to use 6DoF tracking.

If these steps do not resolve your issue, please send us a DM and we'll look into this further for you, Change_Agent!

[MetaQuestSupport]

Hi there,

Just following up to see if you still require any assistance.
If so please let us know and we would be happy to help!