Replacement headset won't automatically pair with controllers

[VectorMane]

I replaced my entire set recently; the headset and both controllers, I'm attempting to start the setup process, but it requires me to have paired controllers, but they're not pre-paired or not letting me pair them right away, and I don't know how to pair them, or if it's even possible.

How do I pair them to my replacement headset? I haven't reached the point to where I can pair the set to my phone yet; it's entirely unreachable until I pair my controllers, but I can't pair them as I don't know how to do it without the mobile app. Was I scammed during the replacement phase? Is it all just a dud?

[user_901925786032222]

What is happening in the headset at the moment? Is it asking you to remove the paper tabs in the controllers? Yes? Put the controllers into pairing mode by holding down left menu/Y and right menu/B for a few seconds.

If the headset isn't at that stage, perform a factory reset, then carry out the above steps.

[MetaQuestSupport]

Hey there VectorMane,

We can see that you're having some issues with a new headset and controllers pairing. Here is some general troubleshooting you can try for both the headset and controllers.

1. Ensure the phone is compatible with the Meta Horizon mobile app
2. Ensure the mobile app and headset are on the latest available version
   • The latest version of the mobile app can be found downloaded from:
     • Google Play
     • Apple App Store
   • Check the release notes to see the latest version of the headset software. Compare it to what the customer has installed.
   • If the customer is having trouble installing the latest headset software have them use the software update tool.
     • Related article: Meta Quest Software Update Tool
3. Ensure phone and headset are connected to the same network, on the same frequency
4. Remove any unsupported third-party accessories that may affect communication (such as headset covers, etc.)
5. If the issue persists, factory reset the headset

Then try this for pairing the controllers:

1. Make sure that your headset is turned on, then open the Meta Horizon mobile app on your phone.
2. Tap your avatar picture at the bottom.
3. Tap in the top right.
4. Tap Devices.
5. Select the headset that you want to pair controllers to.
6. Tap Headset settings, then tap Controllers.
7. Tap Pair new controller.
8. Choose which controller you'd like to pair.
9. Press and hold the / and buttons on your right controller or and on your left controller until the controller LED has blinked and then lights up to finalise the pairing.

If these steps do not help, please don't hesitate to reach out to us via private message so we can investigate this issue in more detail.

To send us a private message, please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

[MetaQuestSupport]

Hi there, @VectorMane!

We just wanted to check in with you and see if the above guidance was able to help you resolve this issue? 

Please do not hesitate to reach out if you need any further assistance, as we are always happy to help! 

Have a great day, and take care!