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.
Bonjour j’ai exactement le même problème que Empixk. 2 jours que j’attends que la configuration se fasse et toujours le même message : en cours d’installation 🤦:female_sign:😕
had the exact same case here. I hadn't played my quest 2 for 2-3 years but I charged it every several months to ensure battery health. I powered on my quest 2 during Christmas break to play a new game. the device was working just fine but it would not let me log in until a system update. I updated the system, and it got stuck in a loop of a boot up screen and then gray screen. I contacted the customer support, they asked me to do a hard boot and factory reset. nothing helped. now they are saying my device is out of warranty, and my only choice is to buy a refurbished. that's unacceptable.
this reminded me that, early this year, sony pushed out a firmware update to xm4 earbuds, that caused earbuds battery to drain within an hour. they knew it was their fault. they replaced my out-of-warranty earbuds (and many others' earbuds) without any charge. Meta should learn and do better!!
if he already update to 72 u cant rollback to 71 so its useless for us who getting logo and gray screen , they must fix this issue and send a new update for us so the headset can boot normally
my oculus 2 is totally bricked, there is absolutely nothing I can do, right? if there is something I could do to solve this problem, please, someone tell me
@heliobo3356 I don't know if anyone has tried it, but disconnecting the headset battery from the PCB and pressing the power button can fix the meta logo boot loop of death. It might fix this issue. It's 14 tiny screws to get to it.
Four Rift CV1s, Quest 2, Quest 3, Lenovo Explorer WMR, GearVR
