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 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.
  6. Tap Connect to Wi-Fi.

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.
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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 Controllers, then tap the controller that you want to unpair.
      5. Tap Unpair Controller > Unpair.
      6. Log out
    • To re-pair 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 Controllers then tap Pair New Controller.
      5. Tap Left or Right to choose which hand you’d like to pair.
      6. 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 right side 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 down until you are prompted to 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 perform 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 Delete Device Data.

    • 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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Fixing a problem with Oculus Link

Solving issues with Oculus Link.

Troubleshooting tips and known issues:



I'm having trouble with the sound or mic when using Oculus Link.

If you don’t hear any sound, or are having trouble with your mic when using Oculus Link, make sure that your software is up to date and that the volume is not muted on the device and computer. Next, check the audio input and output sources for both your headset and on your PC.

To check the audio input and output for your Oculus Quest:

  1. Open the Oculus app on your computer
  2. Click Devices in the left side menu and then select Quest and Touch
  3. Below Audio Output in VR, make sure your Quest is selected.

To check the audio input and output for your PC:

  1. Click the Speaker icon in the task bar in the bottom right part of your screen.
  2. Click the ^ arrow to open a list of audio devices connected to your computer.
  3. Check that your audio and mic are both set to Oculus Virtual Audio Device

Additionally, if you are using any third party VR software on you PC, make sure that Oculus Virtual Audio Device is set as your audio input and output source there as well.



Oculus Link isn't working with my laptop.

We’re aware of an issue where Oculus Link fails to connect compatible laptop models to Quest.

From your headset, you may see a brief black screen before being returned to your Quest home. On your computer, within the Devices tab you may consistently see an orange “General device problem” error.

When entering this state for the first time, sometimes you will also see a notification on your PC: “Hardware Notification: Something went wrong and Oculus Link stopped working”.

We’ve isolated this issue to laptops using NVIDIA GeForce GTX 10xx series notebook GPUs and are actively working with our partners to get a fix in place. Until a more permanent fix is ready, restarting your PC can often fix the issue temporarily.

If you’re still having trouble with Oculus Link after restarting your computer, please contact Customer Support for additional troubleshooting.



Certain apps aren't working properly or at all when using Oculus Link.

Certain Oculus Rift and Oculus Rift S apps aren't compatible with Oculus Quest + Oculus Link. Over time, we'll improve the visibility of headset compatibility and ensure it is clear which hardware will work with which apps.

Developers reserve the right to enable compatibility and may not opt-in to supporting Oculus Quest via Oculus Link.

Please review our official software release notes for any future updates.



I'm experiencing performance/unintended delay issues when capturing video while using Oculus Link.

Applications such as SCRCPY will reduce the performance of Oculus Link. During the beta period, Oculus Link doesn't support applications and software that capture/record video.



I'm unable to capture content using software like OBS and XSplit.

If you're unable to capture video of your VR content, make sure that you've chosen your CPU as your Video processing device.



My USB cable might not work with Oculus Link.

If you're using your own USB 3.0 cable for Oculus Link, please make sure that your cable meets the Oculus Link Cable Requirements.



I’m using a USB 3 cable in a USB 3 port, but it’s showing up in the Oculus desktop app as USB 2.

If you’re using a USB 3 cable in a USB 3 port but it’s being seen as USB 2, try the following steps:

  • If you’re using a USB A → USB C adapter, make sure that it supports USB 3.
    • Some adapters are only USB 3 if the USB cable is seated in the adapter in one direction. The other may be USB 2.
  • If you’re using a USB C → USB C cable, try unseating and re-seating the cable into the port using different orientations, as some ports may only see USB 3 in certain orientations.
  • If you’re using a PCI-E card, make sure that the cable is fully inserted by unseating and re-seating it.
If you’re still not getting the correct reading, please contact Customer Support.



My graphics card isn't listed as compatible and Oculus Link isn't working.

We're using this beta period to continue to test, iterate and validate Graphics Processing Units (GPUs). We plan to support more GPUs by the end of the beta period.

For more information on compatibility, check our Supported GPUs for Oculus Link Beta.



My computer won't recognize Oculus Link when it's connected.

If your 're having trouble getting your computer to see or recognize Oculus Link: try reinstalling the update on your computer. You can do this with the Oculus driver file, which can be found using the following path: c:\Program Files\Oculus\Support\oculus-drivers\oculus-driver.exe.



I've updated both my Oculus PC software and my Oculus Quest, but I'm still not able to use Oculus Link.

    If you still can't enable Oculus Link after updating your software, you can try:

    • If you don't see Add Quest as the device on the PC software: log out of the PC software and log back in.
    • If you don't see the Enable Link pop-up on the PC software: log out of the PC software and log back in.
    • If you don't see the Enable Link option under Settings on Quest: completely power off the headset and restart it.

If you continue to encounter issues setting up Oculus Link, please contact Oculus Support directly.



We're always looking for feedback from our customers. Please drop your suggestion on our Oculus User Voice page.

If you need further assistance, please contact Oculus Support directly.

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