I just spent almost 2 hours with a very unhelpful person in chat. I just received a set of Meta Quest Pro controllers as a gift. I am having the issue where the controllers are stuck at the initial update, and do not update. I contacted a rep via chat, who proceeded to have me a do a hard reset, and then took info as if they were going to replace the controllers. Then told me to just wait for an email, and to check occasionally. No indication of how long or anything. Plus I received no emails or anything to indicate that he actually did anything. He then told me I should just stop using the product (not been able to use it) and just wait, let my warranty expire. I then repeatedly asked for a phone number to file a complaint, but he refused. Either this rep does not understand English, or is trying to trick me. Either way, terrible service. Does anyone know of a way to contact corporate Meta to make sure they know the type of service they are providing? If I don't hear anything indicating the rep did anything by Monday, I'm afraid I may have to try and return these controllers.
Shortly after making this post, I was reached out to via email, and after several exchanges where the support representative was confused what my issue was, I received an email early this morning, indicating the Meta had a "breakthrough" on Sunday on this issue? They told me to do a factory reset on my Quest 2, and then on the Pro Controllers, and if it still didn't work to let them know. Well, I did a factory reset as instructed, and it worked! During initial setup it wanted to pair the controllers (showed the original Quest 2 controllers), but I instead paired the Pro Controllers, within a couple of minutes after pairing, the Controller Update popped up again, and told me it would do the update once I connected to Wi-Fi. I added Wi-Fi from the mobile app on my phone, and the controllers started to update! First the left, and then the right. Within a few minutes it was done, and I was able to continue setting up the Quest 2. I noticed quite a few differences in the settings, things like the Passthrough option had been moved, and there several more virtual environments available. The headset still indicates what appears to be a mishmash v47 and v49, but the headset os is listed as v49. This is just speculation on my part, but I think that my Quest 2 was somehow stuck with an incomplete install of the last update, that a reset fixed. Not sure, only sure that the controllers now work! Thanks everyone!
Shortly after making this post, I was reached out to via email, and after several exchanges where the support representative was confused what my issue was, I received an email early this morning, indicating the Meta had a "breakthrough" on Sunday on this issue? They told me to do a factory reset on my Quest 2, and then on the Pro Controllers, and if it still didn't work to let them know. Well, I did a factory reset as instructed, and it worked! During initial setup it wanted to pair the controllers (showed the original Quest 2 controllers), but I instead paired the Pro Controllers, within a couple of minutes after pairing, the Controller Update popped up again, and told me it would do the update once I connected to Wi-Fi. I added Wi-Fi from the mobile app on my phone, and the controllers started to update! First the left, and then the right. Within a few minutes it was done, and I was able to continue setting up the Quest 2. I noticed quite a few differences in the settings, things like the Passthrough option had been moved, and there several more virtual environments available. The headset still indicates what appears to be a mishmash v47 and v49, but the headset os is listed as v49. This is just speculation on my part, but I think that my Quest 2 was somehow stuck with an incomplete install of the last update, that a reset fixed. Not sure, only sure that the controllers now work! Thanks everyone!
Hey there, @NJScorpi0! We can definitely understand your concerns with wanting to know how to factory reset your controllers, it's good information to have for sure! Here's how you'd go about doing that:
Hold B/Y and Menu until the LED begins flashing red/white
Release the buttons immediately after the LED begins blinking red/white
Could you clarify? I can’t seem to get this to work. It just goes to blue blinking, briefly blue and white blinking. Do I need to hold B & Y & Menu? Or Y & Oculus button and B & Menu?
FYI, I couldn’t get them to blink red/white by holding Menu+B or Menu+Y, but did get them to blink red/white holding Menu+A and Menu+X. Unfortunately that didn’t help the 0% updating issue.
Hey there, @NJScorpi0! We appreciate you letting us know about the factory reset for your controllers. We know how troublesome this process is, and we're happy to continue helping you with this issue!
So we can look into this further, could you please reach out to us through our support page? Once there, we will have more tools available to better assist you!
What got it to work for me, was factory resetting both the Quest 2 Headset and then the Pro Controllers. I reset just the Pro Controllers I don't know how many times, and got the same results you did. I initially was hesitant to factory reset the Quest 2 Headset, but is what seems to have done the trick. My headset is one of the first devices shipped, and has seen many updates since I got it. I think what happened in my case, is the Quest 2 was in some sort of quasi-updated state. And by doing a factory reset, it forced the headset to update properly. Good luck!
