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Updating to v65 bricked my controllers

loshebo
Explorer
  • I am aware that other users have been reporting issues with controllers with an update to firmware version v65. When I updated last week to v65, my left controller stopped pairing. I have reached out to support, they are willing to offer me a refurbed controller through an advance replacement, but their link to input my card info does not work. It is the same card I use within the headset and in the app. My bank says they are submitting incorrect info and I know it’s not me because I have been trying for days, including using other cards! So am I just screwed? My whole headset that I just bought in April is bricked because the software blows and because it’s not working for me to submit card info (another software issue). after multiple hours with chat, who informed me a supervisor was not available (and sounded very much like AI responses), they sent me a response asking me to pay for the return in the link they sent (which I had already told them, it does not work). I tried updating to v66 through ptc about 45 minutes ago, and this didn’t fix the problem because in order to update the controller it needs to pair. I am able to get it into pairing mode, factory reset it, it charges, and all the lights work, but the app and the headset just don’t pick it up no matter what, making it impossible to update and likewise, impossible to pair.
5 REPLIES 5

MetaQuestSupport
Community Manager
Community Manager

Hey there @loshebo! Thanks for reaching out about this, we understand you are having complications with your controller after updating as well as trouble providing important information to help resolve the issue at hand. We want you to know that we will do everything in our power to get this resolved for you. To be assisted best we would like for you to pm us so that we could gather information and take a deeper look into this matter. 

 

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.
 
We look forward to assisting you, and hope to hear back from you soon!

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

jyob
Honored Guest

I have the same issue with the left controller there's no light indicator and performed all troubleshooting steps. I don't know where to send in my controller or get a replacement as there's no option here in the Philippines 

We are happy to help you get this resolved, in order to take a further look and discuss what options that are available to you please pm us. 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 that you must be signed into the community first to send us a private message. 

 

We look forward to assisting you and hope to hear back from you soon!

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

I’ve already reached out to you guys. You admit to a system error when trying to process my advanced return. Why make me go through the standard process? It was your shotty engineering that bricked people’s controllers with firmware version v65. It’s your system error that isn’t allowing me to put a card on file for an advanced return. This has already cost me a week worth of project time. Meta should be bending over backwards to make this right but all you want to do is do it the really slow way when it’s not even my fault. I already received a reply back from the “next level” of support confirming the RMA advanced request is having a system error. So just send me another controller. I hope everyone on here sees this and sees how shady it is for you to admit to screwing everything up and then on top of it make it difficult for your costumers to replace it.

Hey there! We appreciate your response and understand this is not the experience you should be having. Seems your case is in the right hands with our specialists. We appreciate your patience and can assure you our team is working hard to get you back on track. You stated in your initial message to us that you were already speaking with our support team regarding this issue. We do suggest that you continue to work with them to figure out what kind of options we have for you. 

 

While this may not be ideal for you, it is the best course of action to take. We do have a limited amount of resources and access from this platform, and if you wish to speak with a higher tier of support, the way that can be done is through the support team you're talking about through the ticket that you mentioned. We could also leave a note on the ticket so that the agent working on it is fully aware of your issue and the resolution that you're looking for. For us to do that, could you please provide us with that case number? If you don't have or can't find the case number, you can also provide us with the name and email that you used to contact our support team. 

 

Again, we appreciate your continued patience and understanding throughout this time.
 

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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