Fixing a Problem With Your Oculus Go

If you are currently experiencing the Oculus Go app crashing on iPhone, please uninstall and reinstall the app to resolve the issue.

Problem While Using Oculus Go

If you're running into issues maintaining the viewing angle, screen position, or controller position while using Oculus Go, you may resolve the issue by resetting your view from the Settings menu and resetting your controller orientation.

To reset your controller orientation:

  1. With your Oculus Go headset still on, point your controller straight ahead and press and hold the Oculus button until your controller orientation resets.

To reset your view:

  1. With your Oculus Go headset on, from the home screen, select Settings from the toolbar menu.
  2. Select Reset View.
  3. Move your head to your preferred position, ensuring the screen-view feels natural and comfortable.
  4. With your head in the preferred position, click the Trigger button on your Oculus Go remote to set your position.

If you continue experiencing problems, power down your Oculus Go and power it back on again before trying again.

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Your Oculus Go needs to be connected to a WiFi network to use and access most features and content for your Oculus Go. You will be prompted to choose your WiFi network during the setup process.

If you receive an error while trying to connect to WiFi, you may need to connect your Oculus Go to another WiFi network. Networks that use Captive Portals will not work with Oculus Go setup.

To change the WiFi network your Oculus Go is connected to from your phone:

  1. Turn on your Oculus Go and open the Oculus app on your phone.
  2. Tap Settings from the bottom menu.
  3. Tap the headset that you are currently using.
  4. Tap WiFi.
  5. Tap the new WiFi network you’d like to connect to and enter the password, if prompted.

To change the WiFi network your Oculus Go is connected to from your Oculus Go:

  1. Turn on your Oculus Go and put on your headset.
  2. Select Settings from the bottom toolbar menu.
  3. Select WiFi.
  4. Select the WiFi network you'd like to connect to.
  5. If prompted, enter the password for the WiFi network you'd like to connect to.
  6. Select Connect to connect to the WiFi network.

Note: A captive portal is a web page that prompts you to interact with it before connecting you to the internet. Captive portals are commonly used by public WiFi networks in businesses, airports, hotels, and other venues that offer free WiFi hotspots. This type of network will not work to set up your Oculus Go, but may work after your initial setup.

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You can only have one account logged into your Oculus Go at any given time. If you'd like to remove the account connected to your Oculus Go, perform a factory reset on the headset and set it up again from scratch.

Before completing the steps below, make sure your headset is fully charged.

To perform a factory reset using your phone:

  1. Open the Oculus app on the phone connected to your Oculus Go headset.
  2. Tap Settings in the bottom menu.
  3. Tap the headset connected to your phone.
  4. Tap More Settings.
  5. Tap Factory Reset and then Reset.

Note: You can only perform a factory reset of your Oculus Go using your phone if you have access to the account that is connected to your Oculus Go.

To perform a factory reset using the headset:

  1. Turn off your Oculus Go.
  2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. Use the volume buttons on your headset to highlight Factory Reset and press the power button.
  4. Use the volume buttons on your headset to highlight Yes and press the power button.
  5. Login to the Oculus app with the account you'd like to connect to your Oculus Go headset and set your device up from scratch.

Notes:

  • Performing a factory reset on your Oculus Go is irreversible and will remove all account information, downloaded games, and content from the device.
  • Performing a factory reset will not remove content you've purchased or downloaded from your Library and can be re-downloaded to your device.
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Problem With Your Headset

The lens rings for your Oculus Go fasten the Oculus Go facial interface in place.

If you have trouble with the lens rings, make sure to:

  • When reconnecting the lens rings, be care to avoid scratching or damaging the lenses with your fingers.
  • Fit the facial interface properly so the lenses come through the openings cleanly.
  • Align the lens rings so the thinner portion runs along the top of the lens and nose of the headset.
  • When reconnecting the lens ring, press firmly until you hear and feel it click in place.
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It’s important to adjust your straps and headset carefully while using Oculus Go. Keep in mind your limited warranty doesn’t cover normal wear and tear or physical damages.

While adjusting your Oculus Go straps:

  • Do not pull on straps excessively or with too much force.
    • If you feel the strap arm coming loose or disconnecting from your headset, you are pulling the straps too hard or the headset is fitted too tightly on your head.
  • Tighten straps one at a time.

If your strap comes loose from your headset:

  1. Run the strap through the bottom loop of your strap arm so the fastener fabric faces outward.
  2. Run the strap through the top loop of your strap arm.
  3. Fold the strap back around the top loop and press it to the fastener fabric at the desired length.

If your strap arm disconnects from your Oculus Go headset:

  1. Reposition the arm over the speaker mount with the front loop tilted in.
  2. Press the arm firmly back into the housing while tilting the rear loop towards the headset.
  3. Firmly press until you hear the arm engage with the speaker mount with an audible "snap".
    • If you experience trouble reattaching the strap arm to your headset, you may need to push firmly using your palm while gripping the headset from both sides.

Note: If you continue experiencing issues with your Oculus Go straps, contact Customer Support for additional help.

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If you're experiencing issues charging your Oculus Go headset, try the following:

  • Only charge your Oculus Go headset using included equipment or a cable and adapter meeting the following specifications:
    • USB 2.0 Micro-B cable
    • 10W (5V 2A) AC adapter
    • For use only with IEC/EN 60950-1 Rated Input: 100-240 Vac/0.35 A, Output: 5 Vdc, 2 A max, double insulated, with LPS output, or equivalent.
  • When charging, ensure your charging cable is connected to your headset properly.
  • Make sure the LED light on the top of your headset is lit while charging. If the LED light is not lit Orange or Green, your headset is not being properly charged.
  • When your headset isn't charging and isn't in use, make sure the proximity sensor within your headset is not blocked by the headset straps or other items.
    • The proximity sensor is located above the bridge of the nose within your Oculus Go headset.
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Problem With Your Controller

If you're having trouble connecting or pairing your Oculus Go controller to your headset, try the following:

  • Press any button to wake the controller while using Oculus Go.
  • Press and hold the Oculus button to reorient the controller.
  • Press and hold the Oculus button and back button until the controller LED blinks and then fully lights up to re-pair the controller.
  • Remove the battery and place it back into your Oculus Go remote.
  • Unpair and re-pair your Oculus Go controller:
    1. Open the Oculus companion app on your phone.
    2. Tap Settings from the bottom menu.
    3. Tap the headset you currently have paired.
    4. Tap Controller, then tap the controller you currently have paired.
    5. Tap Unpair Controller.

If you continue experiencing issues pairing or connecting your Oculus Go controller, contact Customer Support.

Note: If your Oculus Go controller LED does not light up, you may need to replace the controller battery.

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Reporting an Issue

You can find serial numbers for your Oculus Go, as well as individual serial numbers for your headset and the Oculus Go controller. These numbers are useful if Customer Support is helping you replace an item, or if you are in the process of pairing a device.

To locate the serial number for your headset:

  1. On the left side of your headset, find the strap arm underneath the adjustable strap.
  2. Carefully loosen and lift the strap to expose the strap arm.
  3. Find the 14-digit serial number written on the bottom left portion of the strap arm.

To locate the individual serial number for your controller:

  1. Carefully remove the battery cover of your controller by lightly pulling at the bottom half of the controller until it comes loose.
  2. Remove the battery from the controller.
  3. Find the 14-digit serial number on the inside of your controller battery compartment.

To locate the serial number for your Oculus Go package:

  1. On the outside of your Oculus Go box, look for a small, white sticker marked with a bar code.
  2. Under the bar code, find S/N followed by the 14-digit serial number.
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