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Stuck

GonzalezFam4
Honored Guest

Oculus quest 2 is stuck on loading screen. Restarted multiple times but nothing works. The meta logo just fades in and out. Anyone have this issue and how do we fix this?

1 ACCEPTED SOLUTION

Accepted Solutions

MetaQuestSupport
Community Manager
Community Manager

Yikes! This is not the experience we want you to have with us and would be more than happy to get you back on track! We see your PM and we appreciate you letting us know you have restarted the headset. We were wondering if your okay with doing a Factory Reset? First, we will need to make sure your Cloud Back up is on with the following steps: 

 

To find which of your downloaded apps are supported by Cloud Backup, as well as the last backup time and backup size:

 

  1. Go to secure.oculus.com/my/cloud-backup/ on a computer.
  2. Use the search field to filter for any specific application, or scroll through the table to view which of your applications have Cloud Backup enabled.

Here you can see if your games have the Cloud Backup on as we know the headset is not working. From there you will then perform the Factory Reset with the following steps: 

 

  1. Turn off your headset.
  2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. Use the volume buttons on your headset to highlight Factory Reset and press the power button.
  4. Use the volume buttons on your headset to highlight Yes and press the power button.

Please let us know if this worked for you. We will be patiently waiting for your update!

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

4 REPLIES 4

MetaQuestSupport
Community Manager
Community Manager

Yikes! This is not the experience we want you to have with us and would be more than happy to get you back on track! We see your PM and we appreciate you letting us know you have restarted the headset. We were wondering if your okay with doing a Factory Reset? First, we will need to make sure your Cloud Back up is on with the following steps: 

 

To find which of your downloaded apps are supported by Cloud Backup, as well as the last backup time and backup size:

 

  1. Go to secure.oculus.com/my/cloud-backup/ on a computer.
  2. Use the search field to filter for any specific application, or scroll through the table to view which of your applications have Cloud Backup enabled.

Here you can see if your games have the Cloud Backup on as we know the headset is not working. From there you will then perform the Factory Reset with the following steps: 

 

  1. Turn off your headset.
  2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. Use the volume buttons on your headset to highlight Factory Reset and press the power button.
  4. Use the volume buttons on your headset to highlight Yes and press the power button.

Please let us know if this worked for you. We will be patiently waiting for your update!

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

MetaQuestSupport
Community Manager
Community Manager

Hey hey! Just checking in to see if your still having issues with your headset? We want to make sure we can get you back on track!

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

His apps were backed up so I did a factory reset and it’s working good so far. He has been getting rash on his face from the face gear. Is there anything we can do to prevent that ? 

That's is awesome everything is working smoothly now! However, the rash is not good as we do have a few people that get this reaction as we know this is affecting your kid and is not what we want.  We do have a silicone cover which helps for more sensitive skin. You can click here to get in touch with one of our awesome agents to get a better look at this for you and get this cover to have a better play for your son!

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