Fixing a Problem with your Oculus Quest

Fixing a Problem With Your Hardware

Solving issues with the physical unit.

If you're having trouble pairing your headset using the Oculus app, check to make sure that you entered the code correctly. If you're sure that the code you entered is correct, please contact Oculus Support for additional help.

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It’s important to adjust your straps and headset carefully while using Oculus Quest. Keep in mind your limited warranty doesn’t cover normal wear and tear or physical damages.

While adjusting your Oculus Quest straps:

  • Do not pull on straps excessively or with too much force.
  • Tighten straps one at a time.
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If you run into any issues with charging your Oculus Quest, try the following steps:

  • When charging, ensure your charging cable is connected to your headset properly. If you're not sure, unplug your charging cable from the headset and power brick, then plug it back in.
  • Make sure the LED light on the side 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 that it is turned off or in sleep mode.
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Fixing a Problem With The Initial Setup

Solving issues with the setup process.

If you receive an error while trying to connect to Wi-Fi, you may need to connect your Oculus Quest to another Wi-Fi network. Some possible possible causes for Wi-Fi issues with Quest include:

  • Captive Portals: A captive portal is a web page that prompts you to interact with it before connecting you to the internet. These are commonly used by public Wi-Fi networks in businesses, airports, hotels, and other venues that offer free Wi-Fi hotspots. This type of network will not work to setup your Oculus Quest, but may work after your initial setup. Networks that use captive portals will not work with your Oculus Quest initial setup.
  • Weak signal: If your Wi-Fi network signal is weak, your Quest may not see it. Try moving closer to the router, or switching to another Wi-Fi network that has a stronger signal.
  • Incorrect password: Make sure that you have entered your Wi-Fi password correctly. Try disconnecting from the network, reconnecting, and reentering your Wi-Fi password.

To change the Wi-Fi network your Oculus Quest is connected to from your phone:

  1. Turn on your Oculus Quest 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 Wi-Fi.
  5. Tap the new Wi-Fi network you’d like to connect to and enter the password, if prompted.

To change the Wi-Fi network your Oculus Quest is connected to from your Oculus Quest Headset:

  1. Turn on your Oculus Quest and put on your headset.
  2. Select Settings from the bottom toolbar menu.
  3. Select Wi-Fi.
  4. Select the Wi-Fi network you'd like to connect to.
  5. If prompted, enter the password for the Wi-Fi network you'd like to connect to.
  6. Select Connect to connect to the Wi-Fi network.
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If you're having trouble connecting or pairing your Oculus Touch controllers to your headset, try any of the following actions:

  • Press any button to wake the controller while using Oculus Quest.
  • While you have your headset on, press and hold the Oculus button to reorient the controller.
  • Remove the battery and place it back into your Oculus Touch controller.
  • Unpair and re-pair your Oculus Quest controller:
    • To Unpair your controller
      1. Open the Oculus app on your phone.
      2. Tap Settings from the bottom menu.
      3. Tap the Oculus Quest headset you currently have paired.
      4. Tap Controller, then tap the controller that you want to unpair.
      5. Tap Unpair Controller.
      6. Log out
    • To re-pair your controller:
      1. Download the Oculus app and follow the onscreen instructions to connect your Quest to Wi-Fi.
      2. Insert the included battery into your controller, then tap continue on the Oculus app.
      3. Tap Controllers then tap Left or Right to choose which hand you’d like to pair.
      4. For the right controller, hold the Oculus button and the B button, for the left controller, hold the menu button and the Y button on your controller until the controller LED blinks and then lights up to finalize the pairing.

If you continue experiencing issues pairing or connecting your Oculus Quest controllers, contact Customer Support.

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

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If you’re having trouble setting up Guardian with your Quest or Rift S, try the following:

Play Area
  • Check to make sure your play area is at least 3 feet by 3 feet (1 meter by 1 meter).
  • Move any objects that may keep you from setting your boundaries (example: table, couch).
Touch Controllers
  • Make sure to hold down the trigger on your Touch controller while setting your boundaries.
  • Check to make sure you’re not blocking the tracking ring of your Touch controller with your hands or body when setting your boundaries.
  • Make sure the batteries in your touch controllers are not low.
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Fixing a Problem With Your Software

Solving issues with your Quest's software during use.

If you're having trouble with your Oculus Quest for any reason, you can try rebooting it to resolve the issue. To reboot your Quest:

  1. With your headset on, hold the power button on the top of your headset down until you're prompted with a shut-down screen.
  2. Select Restart to reboot your Oculus Quest.
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If you want to change accounts on your Oculus Quest, run into problems with your headset or if you want to clear all of your data off of the headset, you can do a factory reset. This wipes everything off your Oculus Quest, and returns it to the software state that it was in when you first took it out of the box.

To perform a factory reset using your phone:

  1. Open the Oculus app on the phone connected to your Oculus Quest 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.
  6. Log in to the Oculus app with the account you'd like to connect to your Oculus Quest headset and set your device up from scratch.

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

To perform a factory reset using the headset:

  1. Turn off your Oculus Quest.
  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. Log in to the Oculus app with the account you'd like to connect to your Oculus Quest headset and set your device up from scratch.

If you have trouble turning your Quest back on after the reset, hold down the power button for 30 seconds.

Notes:

  • Performing a factory reset on your Oculus Quest is irreversible and will remove all account information, device data, downloaded games, and content from the device.
  • Performing a factory reset won't remove content you've purchased or downloaded from your Oculus account, and can be re-downloaded to your device.
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If you're running into issues maintaining the viewing angle, screen position, or controller position while using Oculus Quest, you may resolve the issue by resetting your view from the Settings menu and resetting your controller orientation.

To reset your controller orientation:

  • With your Oculus Quest 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 Quest 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 Touch controller to set your position.

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

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If you get a black screen after opening an app or game on your Oculus Quest, try restarting your Oculus Quest headset and trying again:

  1. With your headset on, hold the power button on the top of your headset down until you are prompted with a shut down screen.
  2. Select Restart to reboot your Oculus Quest.
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You can only have one account logged into your Oculus Quest at any given time. If you'd like to remove the account connected to your Oculus Quest, 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 Quest 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.
  6. Log in to the Oculus app with the account you'd like to connect to your Oculus Quest headset and set your device up from scratch.

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

To perform a factory reset using the headset:

  1. Turn off your Oculus Quest.
  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. Log in to the Oculus app with the account you'd like to connect to your Oculus Quest headset and set your device up from scratch.

Notes:

  • Performing a factory reset on your Oculus Quest 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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Using your Oculus account, you can preform a remote wipe of your Oculus Quest even if you don't have physical access to your device.

To remove your data from an Oculus Quest remotely:

  1. On a computer or mobile phone, navigate to https://secure.oculus.com/my/devices/
  2. Choose your Oculus Quest headset from the list of devices
  3. Click the “Delete Device Data” button
    • If you don't see this option, your device's software version may not support remote wipe.
  4. Complete the verification flow to confirm your identity.
  5. Once the factory reset is complete, your device will disappear from the list. It will then be factory reset the next time that it comes online.
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Your Oculus Quest or Rift S may have forgotten your previous Guardian if:

  • The physical space has changed significantly since the time you set up Guardian. It can look like a new space to our system and will prompt you to set up Guardian again. Examples include:
    • You moved furniture and/or changed the wall decor.
    • You have lots of people moving around in your play area.
  • The lighting has changed significantly since the time you set up Guardian. It can look like a new space to our system and will prompt you to set up Guardian again. Examples include:
    • You have prominent windows near the play area and external lighting has changed significantly. Daytime lighting versus nighttime lighting is a common difference that can affect the system's ability to recall the Guardian boundary.
    • The direction of indoor lighting has changed significantly, e.g., light source has moved from one side of room to other.

To help your Quest or Rift S remember your Guardian in the future, try these tips:

  • Stand as close as possible to the center of the intended play area when drawing your Guardian boundary.
  • Look around the room when drawing your boundary. Only looking in one direction while drawing your boundary reduces the likelihood of matching your Guardian in the future.
  • Ensure that you have appropriate lighting but avoid direct sunlight in your play area. If you can read a book in your play area, that's sufficient.
  • Always make sure the area within the Guardian system boundary is clear of hazards and obstacles.
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