universal menu freezing with horrible framrate, cant leave games, record etc..

[soupmanyummy]

one day when i was playing theif sim vr I tried to open the universal menu (um) and it took about 10 seconds to open but when it did it only showed me 1 frame per 10 seconds, i could still see the um but i could not interact with it, if i try to close it it takes a few seconds and closes so im returned to theif sim vr but the um and the white vr controllers (the ones you use to use vr in the home or IN THE UM) are stuck on the screen and frozen in place. but eventually disapears. but another issue connected with this is when you get a popup (e,g battery low or headset will loose tracking soon,turn on lights) it just stays and dose not go away and stays in the horrible framrate. This has happened to a few games not all of them and i dont know if this is a game issue or the headset itself. Ive tried turning the Device off and on, restarting the device and even doing a soft reset by holding the power and volume down button. I dont want to factory reset my headset. What do i do please give me answers😔. I have photos and vids but i cant insert them because im using a meta quest 2 and if a click insert files/ videos my screen goes black with the 3 loading dots and comes back and im new to this website

[soupmanyummy]

pls help

[MetaQuestSupport]

Hey @soupmanyummy, we're happy you joined us here in the Meta Community Forums! Don't worry, we're here to help you unfreeze your device and get you back to seamless VR gaming as soon as possible. 

Thanks so much for letting us know the troubleshooting that you've tried so far. We have a couple more ideas that may do the trick!

Try power cycling your Quest with the following steps:

1. Fully charge your headset

2. Hold the power button down until the shutdown options appear.
3. Power off the headset. Do a full shutdown, not just a restart.
4. Wait 30 seconds.
5. Power the headset back on.

Your headset may also be needing an update. Here are the steps to get that going:

1. Use cloud backup to ensure your device’s app data, like app progress or app settings, is saved in the cloud.
2. Power off your device. Press and hold the Power button located on the right side of the headset to power off your device.
3. Load the boot screen. Press and hold both the Power and Volume Down buttons until you see the USB Update Mode Menu. When you see the USB Update Mode Menu, release the Power and Volume Down buttons immediately.
4. Select Sideload update. On the boot screen, use the Volume buttons to navigate to Sideload update. Then press the Power button to select it. Once selected, remove your headset.
5. Load the software update tool. On a computer, load the software update tool webpage using a compatible web browser (Chrome, Edge, or Opera).
6. Connect your device. Use the USB-C cable that came with your device to connect it to the computer. If you’re using an Elite Strap, ensure the cable is connected to your headset and not the strap. Then click the "Connect device"         button on the tool's webpage. 

If a power cycle doesn't fix this issue for you, let us know the answers to our questions below. A little more information might help us get to the bottom of this issue more quickly

1. Have all of your games been downloaded from a Meta platform? If they come from a side-loading or third-party platform such as Steam, we can't guarantee that the game will be fully functional on a Meta Quest device.

2. Are you receiving any error messages on your display? If so, please let us know which one(s).

3. Have you played PCVR using Quest Link or Air Link?

Thanks again for all the effort you've put in so far! We're eager to hear how these steps work for you.

[MetaQuestSupport]

Hi @soupmanyummy, how's it going? We hope the troubleshooting steps we shared earlier have got you back to VR, but if not, please don't hesitate to get in touch with us!

We're here to help!