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REFURB Quest 3 won't connect to controllers - No response from Meta

mandicatXX
Explorer

I sent my headset in recently due to absolutely atrocious tracking problems. They sent me a refurbished headset to use with my existing controllers and it's completely unusable. The headset is stuck on the controller pairing screen and nothing I have tried will move it forward - I have removed the batteries (for an entire week). I've tried to force pair by holding down the flat and B/Y buttons (heck I've tried EVERY combination of buttons.) I can't connect the headset to my app, since it won't move past the controller screen so there's no way to force it to pair through the app. I've also uninstalled and reinstalled the Oculus app. This is the THIRD Quest 3 I've owned that is essentially unusable. I have two open tickets that nobody from customer service will reply to. I now have a $600 useless brick. I was so excited for this product that I pre-ordered it because I love my Quest 2 so much. Jokes on me I guess! If anyone has tips on how to resolve this, how to get anyone from Meta to actually reply to me or just are down for a class action lawsuit, drop a note below!

16 REPLIES 16

MetaQuestSupport
Community Manager
Community Manager

Hello @mandicatXX! We would love to assist you with pairing your controllers to your headset and looking into what options we have for you. We know how it can feel once you have gone through the replacement process and are still experiencing hiccups when enjoying VR. We can confirm our support team has received your ticket. Rest assured they are working to get this taken care of for you. Please keep an eye out for an email from them within 24–48 hours. 

 

We appreciate your patience while we work toward getting this resolved for you.

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

thelivingrobot
Explorer

EXACT same issue! I got a refurb today after sending my headset in for tracking issues and I'm currently stuck at the remove tab from controller screen with no way to progress. Great work guys!

Wow love that they're just continuing to send them out this way while also never replying to tickets! I've made myself insane thinking that I'm just not doing it correctly at this point. Can't wait for them to say this is a "known issue" now that they've sent us bricks.

In news that shocks nobody, I've yet to receive a response to either of my open tickets. Both have been open for over a week, one for over a month. We're quite past your 72 hours as well - y'all are awful. It's one thing to have an issue and not get a response, it's another thing for Meta to SEND ME something that doesn't work. There's nothing in the entire world I want more than a refund.

Hello there, @mandicatXX, and @thelivingrobot. Thank you both for posting about this. Controller pairing is very important, especially with a replacement headset. We would love to provide some steps that should help you out with your controller pairing issues!

First, specifically for Quest 3, if you are seeing the "Pull tab" screen, you can wait 5 minutes and it will move on to a controller pairing screen where you can pair controllers as if they were brand new, you may need to factory reset the Quest 3 controllers first:

  • Use the correct button combination to start the factory reset process.
    • Right: Hold the A button and tap the Home (Meta logo) button 5 times.
    • Left: Hold the X button and tap the Menu button 5 times.
  • The LED will blink orange/white while the factory reset is being performed.
  • The LED will then change to light-blue during boot.
  • Controllers can be used again as normal once boot completes.

Otherwise,  please follow these steps if you are unable to pair the controllers with your replacement headset:

  1. Press and hold the headset power button until the display turns on.
  2. Wait for the initial setup to complete.
  3. Once complete, you will be prompted to pair your controllers. In VR, you will be asked to remove the pull tabs, or it will state that the controllers are not found. You will need to use the gaze function to complete setup.
  4. To use the gaze function, put on the headset and move your head to navigate in VR. To select prompts in VR, use the headset volume and power buttons.
  5. Follow the on-screen instructions to complete the setup process. This will include setting up your account, downloading any necessary updates, and configuring your preferences.
  6. Once the setup is complete, you can start using your headset with the controllers.

If you have questions or encounter issues during the set-up process, please reach out to us directly by sending us a message from our .Profile Page.

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

thelivingrobot
Explorer

Thank you! This solved my problem. Everything is working as expected now!

Thank you for letting us know! Feel free to reach back out to us at any time if you are having other issues, we would love to assist however we can.

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

Hey again @mandicatXX, we would love to review what we can if you are still having issues with your Meta Quest 3 controllers, Please review our previous response with some steps and information, and let us know if you still need assistance. You can also reach out to us directly from our Profile Page.

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

This did not work for me. The controllers were entirely unresponsive to factory reset and even after using gaze it could not find the controllers. I removed the batteries and replaced them as well and it did not have an effect. 

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