I noticed my wifi connection on Meta Quest 2 showed "limited connectivity" or something like this. I also noticed the date was incorrect. I tried to change the date manually in the setting menu, but there was no option to do this, I could only change the time. Online search suggested a hard reset, so I did this. When it powered back on, it attempted to update but no progress showed on the download bar. Now when I turn it on, all I can see is the bubble screen and the two controllers. No menus, nothing. What do I do now?
I'm thinking the hard reset did not fix the date problem, which is not allowing the headset to connect to wifi network, and therefore cannot update and now it's stuck in some default screen saver mode or something. That's my hunch.
Hey there, @putznub! We understand that you're having some issues with your headset. We know that this can take away valuable VR time, so we'd love to help you out! We'd really appreciate it if you could send us screenshots of what you're seeing, so that we can get a better idea of how to help. Thank you so much for your patience. We're looking forward to your reply!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I can't send you a screenshot if the headset can't connect to wifi. Basically, it's stuck on the wifi connection set up screen that you get after a hard reset. It can't get past this point.
Thanks for getting back to us, @putznub! We absolutely understand that a screenshot may not be able to be taken currently, but appreciate you trying that out for us. If possible, are you able to try and get a picture showcasing what is currently being displayed in your headset? Take your time with that, and get back to us when you can! In case you need it, here's some steps to get the best possible picture:
Select a background in which the spot is most visible.
Place your headset on a flat, stable surface.
Cover the proximity sensor, located between the lenses, so that the display remains illuminated. As you will likely want both hands for taking your picture, use a piece of paper
and/or tape to block the sensor.
Keep the lenses pointed away from external light sources, and do not use a flash. The display backlight will provide sufficient illumination for the picture, and external light will only create glare off the lenses.
Get your camera as close to the lens as possible without actually touching the lens, so that you are taking a picture through the lens, not of the lens.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey, hey @putznub! We're checking in to make sure you were able to get that past that screen, or if you've run into any further trouble with that at all. No user should have to deal with lost access for long, and we want to make sure everything went smoothly for you along the way. Please don't hesitate to reach back out with that picture, as we'd love to help!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
I have the same problem with my son’s vr headset. It’s been stuck on the bubble screen for over 8 months now. I have tired everything and nothing works at all. Please help
Hey there, @mjayy.jonithen.75. Having a properly functioning display is for your headset is paramount to having the best VR experience. That experience is something we want for all of our users. That being said this is certainly not something you should have to run into, so let's work together to see if we can find a resolution. In order for us to better identify the issue, we have some additional steps and questions regarding that specific issue. Please go through the following, and let us know if anything changes after those steps:
Is this issue happening while the headset is standalone, or connected to a PC? If standalone, feel free to proceed to the next steps.
Is your Meta Quest mobile app up to date? Just to be sure, we highly suggest uninstalling and reinstalling that app, then logging back in.
Please ensure your phone is up to date in the phone settings as well.
Follow these steps to reboot device directly from the boot menu:
Turn off your headset.
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.
Use the volume buttons on your headset to highlight Boot device and press the power button.
As a last resort, we are going to use the same steps as that reboot, but factory reset the headset instead this time. Your headset must be charged to at least 50% to avoid any irreparable damage, if the device dies during this process.
We appreciate your patience while we work together to find a resolution and we hope to hear 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!
Hi again, @mjayy.jonithen.75. We wanted to follow up with you and see if you had been able to see our last message detailing some steps along with some questions we had. Please reach back out to us and let us know if we need to look into this issue further with you or if the issue is resolved.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Still need help?
Did this answer your question? If it didn’t, use our search to find other topics or create your own and other members of the community will help out.
If you need an agent to help with your Meta device, please contact our store support team here.
Having trouble with a Facebook or Instagram account? The best place to go for help with those accounts is the Facebook Help Center or the Instagram Help Center. This community can't help with those accounts.
