Meta Store Support Bot (12/25/2024, 12:44:16 PM): Thanks for contacting Meta Store

Support. This chat should not be used for sharing sensitive personal information
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Meta Store Support Bot (12/25/2024, 12:44:16 PM): Pick a product below or type a
question to get started.
Meta Store Support Bot (12/25/2024, 12:44:17 PM): Button Selections:
Meta Quest
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null (12/25/2024, 12:44:21 PM): Meta Quest
Meta Store Support Bot (12/25/2024, 12:44:21 PM): Please select from the following
or type in a question:
Meta Store Support Bot (12/25/2024, 12:44:22 PM): Button Selections:
Accessories
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null (12/25/2024, 12:44:24 PM): Troubleshooting
Meta Store Support Bot (12/25/2024, 12:44:25 PM): Got it. Please select from the
following or type in a question:
Meta Store Support Bot (12/25/2024, 12:44:25 PM): Button Selections:
Trouble Pairing Headset
Trouble Pairing Controller
Black Screen in Headset
Controller Tracking Issues (Drift)
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null (12/25/2024, 12:44:29 PM): Black Screen in Headset
Meta Store Support Bot (12/25/2024, 12:44:30 PM): We understand you're having
trouble with a black or blank screen.

We're going to ask you a few questions that may help fix your issue.
Meta Store Support Bot (12/25/2024, 12:44:30 PM): Are you currently using a Meta
Quest Link cable or Air Link to connect to a PC?
Meta Store Support Bot (12/25/2024, 12:44:31 PM): Button Selections:
Yes
No
null (12/25/2024, 12:44:37 PM): No
Meta Store Support Bot (12/25/2024, 12:44:38 PM): OK. Watch the tutorial video
below or follow the steps below to reset your headset.
Meta Store Support Bot (12/25/2024, 12:44:39 PM): VIDYARD: Hji3qXQ7hfKoaTv9mCMrR2
Meta Store Support Bot (12/25/2024, 12:44:39 PM): 1. With your headset on and
powered on, press and hold the power button on the right side of your headset until
you see the Power off screen.
Meta Store Support Bot (12/25/2024, 12:44:39 PM): 2. Select "Restart". Your headset
will turn off and then turn back on.

If you're headset is unresponsive or you're otherwise unable to restart your

headset, you can do a force restart:
Meta Store Support Bot (12/25/2024, 12:44:40 PM): 1. Press and hold the power
button for at least 30 seconds.

2. Wait 30 seconds.

3. If your headset doesn't automatically turn back on, press the power button until
your headset turns back on.
Meta Store Support Bot (12/25/2024, 12:44:40 PM): Are you still experiencing a
black screen?
Meta Store Support Bot (12/25/2024, 12:44:40 PM): Button Selections:
Yes
No
null (12/25/2024, 12:45:51 PM): Yes
Meta Store Support Bot (12/25/2024, 12:45:52 PM): Our live support agents can
further assist you.

Before we connect you with a live agent, we need additional information.

Meta Store Support Bot (12/25/2024, 12:45:52 PM): Please enter your first and last
name.
null (12/25/2024, 12:46:03 PM): Dylan Azofeifa
Meta Store Support Bot (12/25/2024, 12:46:04 PM): Please enter your email.
null (12/25/2024, 12:46:24 PM): [email protected]
Meta Store Support Bot (12/25/2024, 12:46:24 PM): Type a brief description of the
issue you're having.
null (12/25/2024, 12:46:58 PM): Oculus was stuck in meat horizon screen then when i
tried to factory reset it wont turn on
Harvey (12/25/2024, 12:48:53 PM): Hi Dylan. Thank you for contacting the Meta Store
Support. My name is Harvey and I'll be assisting you today. I hope you are doing
fine apart from your concern today. The reference number for your inquiry is
07700676.
Harvey (12/25/2024, 12:48:58 PM): Please do not close or switch from your account
browser tab during this chat session, as it will disconnect us.

How may I assist you today?

null (12/25/2024, 12:50:40 PM): Hey good morning, so I recently got an Oculus for
Christmas, and from what I know it has never been used it was bought from someone
in just a marketplace. So i turned it on and it was going through normal things and
once it restarted after it updated it got stuck in like the gray area
null (12/25/2024, 12:51:28 PM): The screen showed like a key i recall going in a
box with a green loading bar and once it finished it showed meta horizon and then
just stayed there for a long time
Harvey (12/25/2024, 12:52:15 PM): I see. Thank you for bringing this to our
attention Dylan. I will look into this for you today.
null (12/25/2024, 12:52:35 PM): Thank you
Harvey (12/25/2024, 12:53:04 PM): I will need you to do a few troubleshooting steps
from our end to see if we can, get past that issue. Sounds good?
null (12/25/2024, 12:53:14 PM): Okay sounds good
Harvey (12/25/2024, 12:55:06 PM): Alright.
Harvey (12/25/2024, 12:55:20 PM): Here are the steps that I would like you to
follow from your end:
Harvey (12/25/2024, 12:56:48 PM): 1.Remove any unsupported third-party accessories
that may affect boot (such as external battery packs, accessories that plug into
the USB-C port, etc.)
2.Hard Reboot the headset
a)Hold down the power button and volume down button for 30 seconds until you hear
the boot-up sound
If the boot-up sound is not heard:
b)Hold the power and volume (-) button down simultaneously until the boot screen
loads on your headset.
c)Use the volume buttons on your headset to highlight "Boot Device" and press the
power button.
d)Use the volume buttons on your headset to highlight Yes and press the power
button.
e)Please make sure that the headset is charged more than 50%
null (12/25/2024, 12:59:25 PM): Im positive my charge is 50% and the device wont
turn on no matter if i try to hold on the power or also holding the lower volume
Harvey (12/25/2024, 12:59:53 PM): Alright no worries Dylan. Kindly allow me 3-5
minutes to check on this.
null (12/25/2024, 1:00:05 PM): Of course
null (12/25/2024, 1:02:15 PM): If it helps even when I try to charge it the light
wont show its charging
Harvey (12/25/2024, 1:06:20 PM): Thank you for patiently waiting Dylan. Upon
checking, we are currently experiencing a software update issue We understand how
frustrating this ongoing issue must be for you, and we sincerely apologize for any
inconvenience it has caused. Please rest assured that our team is fully aware of
the situation and is working tirelessly to resolve it as quickly as possible.
Harvey (12/25/2024, 1:06:30 PM): Our engineers are putting in their best efforts to
ensure that everything is back to normal soon. We are committed to finding a
resolution and will keep you updated on our progress.
null (12/25/2024, 1:07:07 PM): So is it normal that my oculus isnt turning on at
all anymore?
Harvey (12/25/2024, 1:09:06 PM): What I can suggest at the moment is just to
connect it to the charger and once our system is back up we will give you an update
if the issue still persists please reach out to us and we will advise furthur.
null (12/25/2024, 1:09:44 PM): Do you have a estimate when the system is working
again?
Harvey (12/25/2024, 1:10:36 PM): I cannot really give an estimate at the moment
Dylan. However not to worry we will send out an email to you with an update once we
a re back on track.
null (12/25/2024, 1:11:33 PM): Okay what should I do if it hasnt turned on or
finish updating
null (12/25/2024, 1:12:11 PM): After the software issue is resolved
Harvey (12/25/2024, 1:13:07 PM): You can reach out to us and we will see what we
can do from our end or how best we can assist you.
null (12/25/2024, 1:13:29 PM): Okay
null (12/25/2024, 1:14:01 PM): I just want to make sure it isnt broken
Harvey (12/25/2024, 1:14:55 PM): No worries Dylan. We are always here.
Harvey (12/25/2024, 1:15:11 PM): Apart from this is there anything I can assist you
with today?
null (12/25/2024, 1:15:22 PM): That would be all
Harvey (12/25/2024, 1:15:34 PM): Thank you for contacting Meta Store Support, have
a good day!