The festive season is an unfortunate time for software malfunctions, especially when they lead to Meta’s Quest headsets becoming inoperable. Recently, users have reported frustrating experiences with their headsets over the past week. As highlighted in discussions on Reddit and Meta’s support forums, both new and existing Quest 2, Quest 3, and Quest 3S devices have encountered issues post-update, resulting in persistent error messages or a dead black screen. Fortunately, there are indications that the problem is mostly fixed, though some challenges remain.

Both New and Existing Devices are Struggling

The exact cause of this issue is somewhat ambiguous; however, a prevalent theory among forum users suggests that devices lying unused for an extended period are more vulnerable. Users with the latest Quest firmware have typically updated their devices without issue, while those transitioning from older firmware versions are more likely to encounter complications. Some users have noted that their headsets were too far away to be evaluated directly, relying solely on firsthand accounts from others.

Moreover, it appears that even newly purchased headsets face similar predicaments. Reports indicate that fresh devices tend to initiate the update process upon being powered on, subsequently locking into error messages immediately after completing the update.

This situation may affect brand-new headsets that had potentially been stored without being updated. Notably, community feedback via both Reddit and Meta forums suggests that performing factory resets has yielded no improvements and is generally discouraged. For individuals impacted by this issue, the most likely scenario is an inability to start the device, resulting in a prolonged black screen until the situation is abandoned.

Resolution of the Issues Reported

Initially, members seeking assistance from customer service found the help inadequate, with a suggestion of purchasing a refurbished headset as a workaround. However, recent updates to Meta’s support page on December 30 have indicated significant progress in resolving the problems. Previously, Meta suggested that users reboot their devices by powering them off and holding down the power button for 45 seconds. Now, they assert that this intervention is often unnecessary, informing users that “in most instances, you should be able to utilize your device as intended.”

Steps to Take if Your Headset Remains Unresponsive

If the phrase “most instances” raises concerns, Meta is currently guiding users with unresponsive Quest 3S devices to a link for obtaining a free replacement. For those experiencing issues with Quest 2 or Quest 3 models, assistance can be acquired by reaching out directly for support. Some community members have noted successful replacement offers after contacting customer service.

While Meta has yet to specify the nature of the initial problem or how it was resolved, users speculate that the problematic update has ceased distribution. Therefore, users who have been hesitant to power on their devices due to negative reports may now feel reassured to proceed.

This solution, however, does not aid those who have already experienced issues after downloading the faulty update. In addition to referring users to support channels, Meta confirms that efforts to rectify the problem for all users are ongoing. A resolution that allows users to retain their headsets rather than returning them may be forthcoming.

Updated on December 30 with further insights from Meta regarding support for Quest 2/3/3S devices.