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NOT SOLVED - Unacceptable Response to Software Update Breaking Device

empixk
Protege

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.
599 REPLIES 599

I've done it on a borked Quest 2 with the meta logo boot loop of death and it completely fixed my issue. Previously when connected to the meta update tool, and the sideload method it stated that there was no device connected.

When the battery was disconnected, I held down the power button to discharge the capacitors.

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

@xilStevenlix  I've just had a replacement camera module turn up for it as well, as one of the four is duff and giving a no tracking symptom. Can't wait to get stuck in.

Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

My Quest 2 is dead. Won’t side load V71 and crashes at 50% installed. 

heliobo3356
Protege

my headset isnt turning on, and isnt opening the boot screen, the only thing its showing is a red blinking light, if I want it to work, I need to get another, or get a technician to fix my headset, but its vacation here so I need to wait some days for a technician to work, or wait the support, im afraid I cant do anything until thursday or friday.

congrats meta for screwing my and others christmas

Skevas
Explorer

The issue is not solved for me. I just did exactly what their website suggests and contacted them, and they were as unhelpful as ever. This time they asked for my receipt of purchase. All very cryptic. I now need to wait 3-5 working days to hear from their 'escalation' team. This is the worst service I have ever encountered. So no....not fixed for everyone. 

Flyingmanticore
Protege

I've bitten the bullet and arranged for a replacement through Amazon.  I do not trust Meta to be able to roll out a fix for the headsets in the boot menu loop of death, but will keep tracking the thread for updates.

I feel safe to setup the new one though, as I took a risk and booted up my Q2 and it worked fine and when I checked it was on V71 and no updates available so definitely looks like the v72 is not active now

 

NuXuN
Explorer
An META:
 
Wir wissen, ja nun alle, das dieses Problem durch eine fehlerhafte Update Software die von Ihnen entwickelt und ausgelöst wurde, entstand.
Somit ist der Schaden, der entstanden ist, auf META zurückzuführen.
Wie kann es dann sein das der Support, so wie hier mehrfach gelesen habe, immer noch versucht uns den Geschädigten die Kosten auf zu erlegen bzw. uns einfach fallen zu lassen, wenn wir außerhalb der Garantie sind.
DIES SIND KEINE EINZELFÄLLE, sondern es geht hier, um so viele Kunden, dass ich mir gut vorstellen kann, das META kein Interesse daran hat, die Kosten zu übernehmen, die SIE durch ihr UPADTE verursacht haben.
 
Es wäre schön, wenn die "Verantwortlichen" ich meine damit die "Geschäftsführung von META" endlich ein klares Aussage macht, wie sie den Schaden, den sie zu verantworten haben bereinigen.
 
Damit alle betroffenen die Schäden durch das Update genommen haben, wenigstens das wieder bekommen, was sie vor den Update in ihren Händen hielten, ob es nun ein NEUES Produkt war oder ein ALTES, welche schon aus der Garantie war.
 
Die ganzen Tips und Tricks, die hier erwähnt werden, würden nur funktionieren, wenn die Q2/Q3 usw. Auch noch irgendwas empfangen oder annehmen würden, was sie nicht tuen so wie vielen andere und ich auch hier schon beschrieben haben.
 
META übernehmen SIE endlich selbständig die Verantwortung ohne Druck von außen, den nur so können, dass SIE ihren RUF noch bewahren können, der jetzt schon stark angekratzt ist.

@NuXuN 

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Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR

completly bricked..

So disapointed with Oculus software.. i wish i had not bought it ( 6 days ago)

within 6 days the headset has not worked 3, and now it is bricked and U/s.. i believe the programmers are 

sending software with no care or proper testing ..actually i believe that Meta do not care.. you are at your own risk.. the nightmare to return the headset will be up to the nightmare of using it i guess..

goodbye oculus.. i will return to steam headsets where i had never have so many issues.

DiegoAmadoMuniz
Honored Guest

Having the same issue here since Christmas, reading all the comments it's just making me afraid since I bought mine in 2021 and my warranty is long gone. Waiting on feedback from the support team...