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Uploaded by

drivngrt22
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Available Formats
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Meta Store Support (12/31/2024, 11:56:51 PM): Thanks for contacting Meta Store

Support! We’re here to make sure you get the help you need.
Meta Store Support (12/31/2024, 11:56:52 PM): We can help answer your questions.
Please don't send any of your sensitive personal information, like credit card
numbers, in this chat. Do not refresh this page as it could interrupt your session.
Jaiden (12/31/2024, 11:58:07 PM): hello
Jhing (12/31/2024, 11:58:15 PM): Hi there Jaiden, welcome to Meta Store Support! My
name is Jhing, and I'm happy to help you today.
For your reference, this case number is 07765939.
Jhing (12/31/2024, 11:59:45 PM): How are you Jaiden , Thank you for reaching out to
us. I understand how frustrating it can be to see the "Controller update in
progress" notification stuck at 0%. Let's try a few steps to resolve this issue:

-Have you tried to Perform a Hard Reboot: Press and hold the power button on your
headset for 30 seconds.?

-Unpair and Re-pair the Controllers: Go to the settings menu, unpair your
controllers, and then pair them again.
Jhing (12/31/2024, 11:59:46 PM): https://www.meta.com/help/quest/articles/getting-
started/getting-started-with-quest-2/manually-pair-touch-controllers/
Jhing (1/1/2025, 12:00:04 AM): Kindly confirm and try that with me Jaiden?
Jaiden (1/1/2025, 12:00:17 AM): already done all of it'
Jhing (1/1/2025, 12:00:44 AM): Thank you for confirming that Jaiden, How about the
Factory Reset the Device: If the above steps don't work, you may need to perform a
factory reset. This will erase all data on the device, so please ensure you have
backed up any important data before proceeding.??
Jaiden (1/1/2025, 12:01:04 AM): ive factory reset my headset over 5 times
Jaiden (1/1/2025, 12:01:07 AM): same for the controllers
Jhing (1/1/2025, 12:02:03 AM): Thank you for your patience and effort in
troubleshooting the issue. Since we've tried various steps together, I recommend
you access the link below for further assistance Jaiden ,

Meta Quest Software Update : https://www.meta.com/help/quest/software_update/


Jaiden (1/1/2025, 12:02:19 AM): already did that too
Jaiden (1/1/2025, 12:02:26 AM): said everything is up to date
Jhing (1/1/2025, 12:03:08 AM): Thank yo9u so much, truly appreciated. kindly
provided me the serial number of your Controller's ?
Jhing (1/1/2025, 12:03:29 AM): You may access here
https://www.meta.com/help/orders-and-returns/articles/find-serial-number/?
srsltid=AfmBOoobUrtBkZU2EdU6U--dT2GwYWqwo44YtS-s5XgP8Yg8o3LDfaqG
Jaiden (1/1/2025, 12:03:36 AM): Right: 230yv01f110100
Left: 230yt01dcff00yt
Jhing (1/1/2025, 12:03:57 AM): Bear with me Jaiden, thank you!.
Jhing (1/1/2025, 12:06:16 AM): Thank you for your patience. Jaiden I’m unable to
look up the information associated with Right: 230yv01f110100 & Left:
230yt01dcff00yt in our system. Could you kindly double-check to ensure there is no
missing or incorrect information? The first letter should start with 1WM.
Jaiden (1/1/2025, 12:06:57 AM): 1WM is for the quest 2 controllers. im having a
problem with the quest pro controllers
Jaiden (1/1/2025, 12:07:06 AM): 230yv is the quest pro controllers
Jhing (1/1/2025, 12:11:06 AM): Jaiden, Thank you for that information and apologies
for the confusion. The troubleshooting steps I previously provided were for Quest 2
controllers and their power issues. Here are the correct steps for Quest Pro
controllers, which have non-removable rechargeable batteries: kindly confirm first,
Does the controller LED display any color?
Jaiden (1/1/2025, 12:11:32 AM): Flashing purple
Jhing (1/1/2025, 12:14:14 AM): Thank you so much Jaiden, While I look into this
further for you, I would like to collect some additional information:
Shipping Information
First and last name
Shipping address
Phone number
Preferred email address to receive labels
Username and/or email address associated with your Meta account
Headset serial number
Retail receipt or invoice including item, retailer, price, and date OR Online Meta
Store order number
Jaiden (1/1/2025, 12:16:53 AM): I'm not going to send them into your engineering
team. i want meta to fix the software. i know it isn't my controllers because I'm
not the only one with the problem. people even had problems in 2022. 2023, 2024.
and for me. now 2025. i know for a fact that its the v72 update
Jhing (1/1/2025, 12:20:28 AM): Thank you for sharing your concerns. I understand
your frustration with the ongoing issue and sincerely apologize for the
inconvenience. I appreciate your patience as we work to resolve this matter, Jaiden
Given the widespread nature of this problem and the known issues with the v72
update, it’s clear that the software needs attention. I assure you that we are
committed to fixing this.

In the meantime, please follow the steps outlined in the support article you
mentioned here:
Jhing (1/1/2025, 12:20:30 AM): https://www.meta.com/help/quest/software_update/
Jaiden (1/1/2025, 12:21:01 AM): i already have.
Jhing (1/1/2025, 12:24:00 AM): I wish we could fix this for you right now. We've
seen similar cases and proceeded to RMA because all troubleshooting steps were
completed, and you've tried them multiple times. I'm truly sorry for the
inconvenience you've experienced with this Jaiden!
Jaiden (1/1/2025, 12:25:18 AM): what is the estimated date this will be fixed
Jhing (1/1/2025, 12:30:33 AM): To be honest, Jaiden, according to our engineer, the
resolution for this issue was the replacement of devices on December 30. If you
wish to proceed, kindly provide the required information. If not, please try the
following troubleshooting steps again:

-Factory reset the controller:


- Right Controller: Hold A and Oculus buttons until the LED begins flashing
red/white.
- Left Controller: Hold X and Menu buttons until the LED begins flashing
red/white.
- Release the buttons immediately after the LED begins blinking red/white.

-Perform a manual pairing:


- Check if the controller LED flashes blue and white to signal pairing state.
- Once paired, controllers may take a while to update and stay unresponsive
until they finish. The LED will be purple during the update.

-Shipping Information
-First and last name
-Shipping address
Street address:
City:
State/Province:
Postal/Zip Code:
Country:
-Phone number
-Preferred email address to receive labels
-Username and/or email address associated with your Meta account
-Headset serial number
-Retail receipt or invoice including item, retailer, price, and date OR Online Meta
Store order number
Jhing (1/1/2025, 12:31:05 AM): I'm so sorry, Jaiden. I've tried my best to help you
here, and I truly wish this issue could be fixed already. Thank you for your
patience and understanding!
Jhing (1/1/2025, 12:31:15 AM): Is there anything else I could do to help you with?
Jaiden (1/1/2025, 12:31:50 AM): nothing else
Jaiden (1/1/2025, 12:32:02 AM): ill send them in at some point
Jhing (1/1/2025, 12:32:11 AM): Update was last December 30, 2024*
Jhing (1/1/2025, 12:33:38 AM): Alright, Jaiden. Thank you for letting me know. If
you need any further assistance or have any questions, feel free to reach out. Take
your time and please don't hesitate to contact us. You can submit a request to
continue the conversation via chat or WhatsApp for faster support and provide our
ticket number. Alternatively, you can respond to this email to reopen the ticket if
you prefer to continue the interaction via email.

We're always happy to help!


Jaiden (1/1/2025, 12:33:46 AM): ok
Jaiden (1/1/2025, 12:33:52 AM): have a good new years bye

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