Solved: NOT SOLVED - Unacceptable Response to Software Upd... - Meta Community Forums

empixk · ‎12-22-2024

Last night I pulled out our Oculus Two for a game night. Since purchasing it (when they first came out) it has been used sparingly and always stored in its original box on a shelf. It has been awhile since we used it so I wasn't shocked when it said it needed a software update.

Everything was working great until we performed the software update. When it restarted, it was stuck in the startup loop. It kept restarting itself and never successfully got past the load screen/ black screen. After it started showing a dead android image, we followed the Meta Help advice of factory resetting it. As soon as the factory reset option was selected, the device completed powered off and has not been able to turn on since. The device is completely broken and the only thing that could have done this was updating the software, as it had been working perfectly leading up to the update (and had a full charge).

Meta Help spent nearly an hour asking us to try different charge cables, plugging it into different outlets, attempting to get a factory reset again, etc. Once nothing worked, they basically said 'Bummer!', informed us it was past warranty, and said we could buy a refurbished oculus for $150.

I have seen many other people had this issue, and it is completely unacceptable to me that an issue they created is not rectified by them. By their logic, they could roll out a software update to break all devices past warranty and have no consequence. Warranties should apply in cases of neglect or misuse of the consumer, not a bail out for irresponsible software roll outs by the company that break users' devices.

Has anyone else experienced this?

EDIT TO STATE: This issue is not solved- Meta has marked it as solved so their latest update is seen at the top of the thread. The current status is:

To submit a claim (note: make sure you use the Serial Number on your actual device (not found on your account online, as they sometimes differ. If this serial number does not work, try any serial number you can find (Meta account serial number, headset serial number, box serial number, handset serial number)- just to make sure none of them work, as it is easier dealing with the claim link than with customer service)): https://www.meta.com/en-gb/help/product-claim/product_selection/
"We discovered a software update issue that caused some Quest 2/3/3S headsets to be unresponsive and unable to start up correctly. We are actively working on resolving the issue for all users, but in most cases, you are now able to use your device normally.
If you have a device that’s still unresponsive, we're here to help. Please contact customer support through the Help Center for next steps. This will be the best way to resolve the issue. Since this issue involves individual headsets and personal account information we regret that we are unable to assist you directly on the community forums."
"Confirmed that Quest headsets should be safe to use now. If someone experiences any issues with their device they should reach out to customer support but from what I have been told there shouldn't be any issues for those who are opening the headset for the first time now, or those who have not used it in the past few days."
for non-warranty holders: "Yes I believe the team is aware of this and the fact that some devices might be out of warranty. They're looking at all solution options right now." - There have been disjointed responses from customer service representatives. It seems out of warranty devices WILL be replaced as the claim link/ customer service has confirmed this for some out-of-warranty individuals; however, some people are still struggling to get a confirmation/ action from Meta.

DwightMc25 · ‎12-27-2024

Updates:

1/22/25

v72 is now being rolled out for Quest 2, Quest 3 and 3S devices that includes a fix for the update issue some users were facing in December. Anyone who still has a device affected by this issue should go to our help center to get immediate assistance.

With that said, this thread will remain live but I will be locking it to new replies so those who still need help can receive the proper support. At this point as community managers there's little that we can do to help with the affected devices.

If you are running into issues with the serial number not being recognized by our help center page, please PM MetaQuestSupport so they can look into the issue.

If you have already reached out to support and are still running into issues please start a new post with your ticket number so we can review it.

We will continue to update the announcement post with any future updates, but at this time to better help the community we will now be locking the thread. Thank you again to the OP for bringing this to our attention and to all the other forum users who helped as well.

1/2/25

Updated the announcement post to include direct links to get help with your device. If your Quest 2 and 3S was affected you can go directly to the site for next steps. For Quest 3 you will still need to contact support.

https://www.meta.com/help/product-claim/quest-2/

12/30

Posted an update via the announcement blog post, but for those following this thread here is an update. For Quest 3S users affected by this issue please go to this direct link for next steps: https://www.meta.com/help/product-claim/quest-3S/

12/28

We posted an update to this issue via the announcements section. Can be found here: https://communityforums.atmeta.com/t5/Announcements/Quest-2-3S-3-Software-Update-Issue/ba-p/1277634

TLDR is that it should be safe to open/use your headsets now. Those still affected by this software update should reach out to Customer Support via the help center. They should have new directions on how to support users now.

12/27

Hello Quest Community,

We know some of you using Quest 2, 3, and 3S are having software issues, and we're on it! Our team is working hard to fix these problems quickly. We'll keep you updated in the Announcements section of our forums, so you won't miss a thing.

We understand this might be frustrating, and we're truly sorry for any inconvenience. Thank you for your patience and understanding.

To stay in the loop, consider subscribing to the Announcements section. Go to Announcements, click Options in the top right, and hit Subscribe. This way, you'll get an email whenever there's a new update.

Thank you to everyone who brought this to our attention.

* NOTE: This message is marked as a solution to make those aware of the latest updates. We will update this reply as we get more information.

View solution in original post

oculusness · ‎12-22-2024

@empixk this has happened to many headsets recently. And a theme running through a lot of the posts is that the headset hadn't been used in a while and it needed an update. I'm just guessing here, that headsets will update from a fairly recent firmware version to the latest without issue, BUT headsets on a much older firmware can not update to the latest version without becoming unresponsive. A meta software update has effectively killed your well looked after headset. Perhaps a class action or small claims court is a course of action to those affected.

https://communityforums.atmeta.com/t5/Get-Help/Meta-Quest-2-stuck-in-update-loop-tried-manual-factor...

https://communityforums.atmeta.com/t5/Get-Help/Performed-factory-reset-gt-updating-the-software-gt-i...

https://communityforums.atmeta.com/t5/Get-Help/meta-quest-2-dead-after-update/td-p/1273157

https://communityforums.atmeta.com/t5/Get-Help/Updating-the-system-to-version-72-0-has-caused-my-Que...

https://communityforums.atmeta.com/t5/Get-Help/Update-killed-my-Oculus-Quest-2-headset/td-p/1270726

QUEST 2 DEAD AFTER UPDATE AND FACTORY RESTART - Meta Community Forums - 1273974

Oculus Quest 2 - BRICKED AFTER FACTORY RESET, NO S... - Meta Community Forums - 1274180

Oculis quest 2 no switch on - Meta Community Forums - 1274187

Re: Oculis quest 2 no switch on - Meta Community Forums - 1274187

https://communityforums.atmeta.com/t5/Get-Help/Quest-2-unit-dead/td-p/1274344

https://communityforums.atmeta.com/t5/Get-Help/Quest-2-Completely-Broken-After-Update/td-p/1274304

https://communityforums.atmeta.com/t5/Get-Help/Quest-2-completely-unresponsive/td-p/1274287

https://communityforums.atmeta.com/t5/Get-Help/Quest-2-black-screen/td-p/1274254

https://communityforums.atmeta.com/t5/Get-Help/No-power-on-after-update-factory-reset-device-info-me...

https://communityforums.atmeta.com/t5/Get-Help/Oculus-quest-2-not-turning-on/td-p/1274642

https://communityforums.atmeta.com/t5/Get-Help/Quest-2-headset-not-starting-after-update/td-p/127483...

https://communityforums.atmeta.com/t5/Get-Help/Brand-new-quest-2-not-charging/td-p/1274974

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR
GOOGLE PREMIUM ACCOUNT

THREEFIFTYSE7EN · ‎12-23-2024

Literally had the EXACT same thing happen to me tonight. My 6yo son has been begging me to get the VR out for a while so I finally did it. Installed the update and went through the same motions that you did. It’s completely DEAD. My son is so disappointed and I’m pissed off. I’ve barely used this thing, it’s sat in the box for years and looks brand new.

empixk · ‎12-23-2024

Thank you for listing the other posts! I definitely think I will be taking action. It doesn't seem right to let them to get away not doing anything to rectify a situation they know is a long standing issue with their software updates. They essentially know it will kill older devices out of warranty.

empixk · ‎12-23-2024

Yes, I feel for you! We have left ours largely unused because when we first purchased it we realized our son was a bit too young. He is finally old enough to give it a try and he was so excited to take it back out, just for it to break. Ours is practically new, as well!

Riddon1914 · ‎12-23-2024

This exact thing just happened to me. I didn’t use my VR for quite a while but today thought I’d give it another go. Up pops the message that I needed to do a software update which I did - now it’s dead as a doornail, Tried the factory reset but it happens again and again. This is totally and a complete rip off - the headseat is practically brand new and their “update” has broken it. I shall have to contact them and see what they say.

oculusness · ‎12-23-2024

@empixk @Riddon1914 @THREEFIFTYSE7EN there are yet more instances of this in the forums, and a similar thing happened to a Rift S owner

META HAS BRICKED MY RIFT S - LEGAL ACTION INCOMING - Meta Community Forums - 1262978

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR
GOOGLE PREMIUM ACCOUNT

Dornante · ‎12-23-2024

This exact problem has happened to me as well, what bothers me the most is that my headset is brand new, I've gotten it today and was going through the first steps when it asked me to update the device, which I did. After that the device would not leave a black screen, even with a factory reset... and now it is unresponsive, no charging light, nothing.

This is an incredibly upsetting matter because I have spent quite a large sum of money for it and seeing just how widespread this is has me quite shocked.

THREEFIFTYSE7EN · ‎12-24-2024

That’s insane. This will be happening to a lot of people in the next few days when they get a quest 2 for Christmas. I really hope they fix this.

JKinSanJose · ‎12-24-2024

100% same thing here. So that’s what we get for buying it early, and supporting them: a bricked unit we never really got to dive into fully….? They have to do better - they must. Making us pay more money can’t be the solution. We just can’t what we paid for to work as it was promised. Send a rush UPS label, fix it, and send it back within a week - would that be too much to ask…? We are due at least that - otherwise meta will never get anymore of my money…

NOT SOLVED - Unacceptable Response to Software Update Breaking Device