A recent software update is making Quest headsets, including the 2, 3, and 3S, unusable. In some cases, the problem is permanent, leading Meta to offer a free replacement.
Here’s what’s happening and what to do if you’re seeing the issue on your Quest.
Also: I switched to Meta Quest 3S from the Quest 2, and it’s a VR upgrade in every way (but one)
On the official Quest support page, Meta has posted a note saying it had discovered an issue that makes some headsets unresponsive and unable to start up after applying an update. Meta says it’s working on a fix and that most devices should be functioning normally, but some are still dark.
The initial problem seems to have started several weeks ago. On December 6, Meta posted on its official X account, “We’re aware that some new Meta Quest 3S devices are having trouble with the initial software update.” After rolling out Meta Quest v72 a few days later, though, reports from Quest 2 and Quest 3 users began surfacing that their headsets were also having trouble.
A common thread seems to be that headsets that haven’t been used in a while and are running on an older firmware are having the most trouble updating to the latest version. I have a Quest 3 that I haven’t used in about a month, so I cautiously fired it up as I wrote this article. It started just fine. My headset is running version 71.0.0 and says that no update is available, indicating Meta may have pulled the update until it sorts out the problem.
If you have a 3S experiencing this problem, you can first try holding the power button for 45 seconds to reboot it fully. If that doesn’t help, Meta has a special link where you can enter your device’s serial number. Meta says if it sees your device is stuck, it will send out a replacement headset at no cost plus a Horizon Store credit.
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Meta is instructing Quest 2 or Quest 3 headset users to contact support. As of this morning, several users of those headsets are reporting that Meta is also offering them a free replacement even if their headset is past its warranty period. Even though Meta has discontinued the Quest 2 and it’s no longer for sale, users with that device are reportedly getting an even replacement.