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Restart loop

coltongamer2012
Honored Guest

Please help

my sons oculus is showing a error message that is saying Facebook has stopped working.

he closed the message and then says Oculus quest utility’s has stopped working and it restarts. 
how do i fix this issue? Is their a way to without factory reset?

i have spent over $200 in packs and things on these games so losing them isnt something i want to do…

we are unable to see if his cloud is on also as the headset won’t allow us past the error message 

 

please help

Stephanie S

9 REPLIES 9

MetaQuestSupport
Community Manager
Community Manager

Hey there, @coltongamer2012! We'd like for you and your son's time in the VR world to be smooth sailing, so we'd love to assist further! For a bit of clarification to begin with, what specific model of device do you folks have with us? Is the headset still connected to your account in the Meta Quest mobile app? Also, could you please try hard rebooting the headset with the following steps to refresh it?  (Keep in mind, this is different than a factory reset and will not affect saved content): 

 

  1. Turn off your headset. 
  2. Firmly hold the power and volume down (-) buttons on your headset simultaneously for about a minute, or until the boot screen loads on your headset. 
  3. Use the volume buttons on your headset to highlight 'Boot device' and press the power button to complete that.
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Hi, yes it’s still connected to the app 

it’s the Quest 2. We have tried the hard rebooting twice and it’s been unsuccessful 

Hey there! Thanks for that information. When you say hard reboot you are referring to factory resetting the device correct?

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Not the factory reset the - button you mentioned in above post 

Okay, thanks for letting us know. Would you mind trying the factory reset to see if that resolves the issue and let us know please?

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Will we lose the progress on the games doing this? I have spent a lot on “packs” on certain games and we don’t want to lose those 

Just double check that cloud backup in enabled and you guys should be good to go.

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We are unsure. Is that something that is standard being on?

We are unable to check since we can not get past the error code 

This setting is supposed to be on default.

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