12-22-2024 09:27 AM - edited 01-01-2025 10:24 AM
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:
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."
Solved! Go to Solution.
12-28-2024 11:58 AM
I got back in touch with support just now and the person I was talking to tried to deny it is a hardware issue and purely software only.
Sadly, he did not know how to deal with someone who has a decent amount of technical knowledge and could talk about specific terms.
Not sure the support staff are really being given much support to be able to support us.
12-28-2024 11:59 AM
So I'm seeing people repeating what has already been said back near the beginning of this thread from 2-3 days ago. Everything suggested so far has been tried. Until someone comes out with a new idea I think repeating the same hold power and volume down, side loading another firmware, factory reset and so on non of them work with an unresponsive unit. Meta need to sort this and they alone need to make sure they sort out their f-up. Yes users can come up with ideas but repeating the same thing over and over because they can't be bothered reading the entire thread isn't helping.
Sorry rant over just really hacked off that large companies can't be bothered to interact with their customers and at least give them an idea what's going on instead of we are looking into it. Be the bigger person Meta, and admit you f'd up and that you will come up with some kind of resolution not at the customers cost.
12-28-2024 12:05 PM - edited 12-28-2024 12:14 PM
@TheChristianPope89 Ooooo, that's bad. I'm afraid that this sounds unrecoverable. As it's a new 3S your only option is to return to the store where you got it. Sorry mate.
12-28-2024 12:06 PM
@Flyingmanticore they're either bots or cue card readers. 🙄
12-28-2024 12:09 PM
12-28-2024 12:11 PM
That's very good news. Hopefully they start addressing the other folks who are affected soon!
12-28-2024 12:12 PM
Why would I get offered a 150$ refurbished device but you're offered a free one? Yikes what is going on with meta
12-28-2024 12:14 PM
They told me 150 when this first started. So keep the faith. We got this team!
12-28-2024 12:35 PM
What about those of us where the headset is COMPLETELY unresponsive? It absolutely will not turn on, NO lights when plugged in, nada.
12-28-2024 01:20 PM
Can confirm, set up a brand new MetaQuest 3 out of the box an hour ago and it updated to the previous firmware and is fully functioning.