Around Christmastime, some Meta Quest owners found themselves holding what might as well have been paperweights, as their headsets were rendered useless by a software glitch. Meta has now acknowledged the issue on its help site, explaining that a problematic software update left certain Quest 2, 3, and 3S headsets unresponsive. However, they’re actively working on a fix to get things back to normal. For most users, the problem seems to be resolved, but for those still encountering issues, Meta provides further instructions on next steps. They’re grateful for everyone’s patience during this hiccup.
Mark Rabkin, the VP at Meta responsible for HorizonOS and Quest devices, took to X.com to reassure users. He mentioned, “Almost everyone can now use their device as usual. However, if you’re still experiencing problems, customer support is ready to help you out.”
Initially, some Quest owners who experienced the brick-like state of their devices after a software update were told by Meta support that they might need to purchase a replacement. Fortunately, this stance seems to have shifted. Some users have reported that Meta has reached out, offering a route to get a free replacement headset.
For example, one user, who tried to revive a previously neglected Quest 2 on December 31, encountered several roadblocks despite attempting solutions like using Meta’s Software Update Tool and performing a factory reset. Faced with these challenges, the user visited Meta’s support page and followed the steps for checking replacement eligibility. This involved entering the serial number on a dedicated “product-claim” site for Quest 2, 3, and 3S devices. Unfortunately, their specific Quest 2 did not qualify for a replacement, although the user hasn’t yet explored additional customer support options. The headset remains semi-functional, yet refuses to display the setup pairing screen for more than a fleeting moment.
We’re keen to get more insights from Meta on the number of headsets affected by this glitch and how many replacements they’re distributing. Given the timing around holidays and the staggered reawakening of Quest 2 devices, the scale and solution to this problem could be quite illuminating.
