TROUBLESHOOTING HEADSETS AND ACCESSORIES

Initial Setup


My Oculus Quest 2 isn't connecting to Wi-Fi during the initial setup.
The troubleshooting steps listed below are specific to Oculus Quest 2 headsets that can't connect to Wi-Fi during the initial setup process. If you're having Wi-Fi issues after you've already set up your device, check out these post-setup troubleshooting steps.
We're aware of an issue that may cause some Oculus Quest 2 headsets to not detect or connect to Wi-Fi automatically during initial setup. If your Quest 2 isn't connecting to your home Wi-Fi network, or if you're prompted with an error message asking you to turn Wi-Fi on, please try the following steps to resolve the issue:
  1. 1.
    In your phone's settings, disable, then re-enable Wi-Fi.
  2. 2.
    If you see a pairing code in your headset that looks like this: you may be able to continue the setup process using the Oculus mobile app. To do this:
    1. 1.
      Open the Oculus app on a compatible mobile device. If you don't already have the Oculus app, you can download it from either the App Store or Google Play store using the links below:
    2. 2.
      When you open the Oculus mobile app, you'll continue the setup process which includes:
      1. 1.
        Signing into Oculus with Facebook
      2. 2.
        Setting up a VR profile
      3. 3.
        Adjusting preferences and privacy settings
      4. 4.
        Creating an Oculus Store PIN
      5. 5.
        Adding payment information
    3. 3.
      Once you complete the steps listed above, choose Oculus Quest 2.
    4. 4.
      Your headset will either pair automatically, or ask for the pairing code that was displayed while you were in-VR.
    5. 5.
      After your headset is paired, tap Controller or Headset Problem?, and select the issue that you're having.
    6. 6.
      Follow the remaining steps displayed in your Oculus app to resolve the issue.
  3. 3.
    Reboot your headset:
    1. 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. 2.
      Select Restart.
  4. 4.
    Factory reset your headset:
    1. 1.
      Turn off your headset.
    2. 2.
      Hold the power and volume (-) buttons down simultaneously until the boot screen loads on your headset.
    3. 3.
      Use the volume buttons on your headset to highlight Factory Reset and press the power button.
    4. 4.
      Use the volume buttons on your headset to highlight Yes and press the power button.
If none of the above steps solve your problem, please contact Oculus Support.

Troubleshoot your Wi-Fi issues using RouteThis Helps

If none of the above steps solve your problem, you can try using RouteThis Helps. RouteThis Helps is an app for your iOS or Android phone or tablet that can help diagnose your Wi-Fi issues.
  1. 1.
    Download RouteThis Helps app on your iOS or Android phone or tablet.
  2. 2.
    Open RouteThis Helps app and tab Begin.
  3. 3.
    Enter the code FBRL.
  4. 4.
    Stand within 6 feet of your Oculus Headset and tap Next, then tap Network Scan.
    • The scan takes about 2 minutes. Keep the app open while the scan is running.
  5. When the scan finishes, you will see a screen displaying your Wi-Fi speed result. Tap Improve Device Performance and follow the instructions in the app.
If you still can't connect to Wi-Fi, please contact Oculus Support. In the top right of the RouteThis Helps app, find Your Key and include the code in your Oculus Support request.

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My Oculus Quest 2 is stuck trying to run the initial updates.
If your Oculus Quest 2 gets stuck while trying to run the initial updates, please follow the steps below:
  1. 1.
    If you haven't already, plug your Quest 2 in with the charger that came in the box.
  2. 2.
    Wait at least 30 minutes, or until device sufficiently charged.
  3. 3.
    Your updates should resume automatically while your headset is plugged in and charging.
  4. 4.
    If the updates don't resume within 1 hour, please reboot your headset.
If you're still having trouble after trying the steps above, please contact Oculus Support.

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I got stuck on a black screen in-VR while trying to set up my Oculus Quest 2.
If you get stuck during the in-VR setup process, rebooting your Oculus Quest 2 headset will often fix the issue, and allow you to continue setting up your headset.
To reboot your Quest:
  1. 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. 2.
    Select Restart to reboot your Oculus Quest.

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I'm having trouble with my Oculus Quest 2 or Quest controllers during initial setup.
If you're having trouble completing the setup process in-VR, you may see a pairing code in-VR that looks like this:
pairing code
To resolve this issue:
  1. 1.
    Open the Oculus app on a compatible mobile device. If you don't already have the Oculus app, you can download it from either the App Store or Google Play store.
  2. 2.
    When you open the Oculus mobile app, you'll continue the setup process which includes:
    1. 1.
      Signing into Oculus with Facebook
    2. 2.
      Setting up a VR profile
    3. 3.
      Adjusting preferences and privacy settings
    4. 4.
      Creating an Oculus Store PIN
    5. 5.
      Adding payment information
  3. 3.
    Once you complete the steps listed above, choose Oculus Quest 2.
  4. 4.
    Now, your headset will either pair automatically, or ask for the pairing code that was displayed while you were in-VR.
  5. 5.
    After your headset is paired, tap Wi-Fi or Controller Issues?, and then select Pair Controllers
  6. 6.
    Follow the remaining steps displayed in your Oculus app to resolve the issue.
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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My Oculus headset isn't showing up in the Oculus app.
If the Oculus app on your phone isn’t showing your device, try these troubleshooting tips:
  • Make sure that you’re running version 24.0 or later of the Oculus App. To check what app version you’re on:
    1. 1.
      Open the Oculus app on your phone.
    2. 2.
      Tap your profile picture in the top left.
    3. 3.
      Scroll down and check that the number listed under Version is 24.0 or higher.
  • Restart your phone.
  • Uninstall and then re-install the app.
If you continue to encounter issues with your Oculus app installation after completing these steps, please contact Oculus Support directly.

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Wi-Fi and Charging


I'm having trouble connecting to Wi-Fi with my Oculus Quest 2 or Quest.
If you're having trouble with your Quest 2 not detecting or connecting to Wi-Fi during the initial setup, check out these initial setup troubleshooting steps.
If you receive an error while trying to connect to Wi-Fi, you may need to connect your Oculus Quest 2 or Quest to another Wi-Fi network. Some possible causes for Wi-Fi issues with your headset 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 Quest 2 or Quest, but may work after your initial setup.
  • Weak signal: If your Wi-Fi network signal is weak, your headset may not see it. Try moving closer to the router (internet connection device), 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 2 or Quest is connected to from your phone:
  1. 1.
    Turn on your Quest 2 or Quest and open the Oculus app on your phone.
  2. 2.
    Tap Devices in the bottom menu.
  3. 3.
    Tap the headset that you are currently using.
  4. 4.
    Tap Wi-Fi.
  5. 5.
    Tap the new Wi-Fi network you’d like to connect to and enter the password, if prompted.
  6. 6.
    Tap Connect to Wi-Fi.
To change the Wi-Fi network your Quest 2 or Quest is connected to from your Headset:
  1. 1.
    Press oculus icon on your right Touch controller to pull up your universal menu.
  2. 2.
    Select .
  3. 3.
    Select Device.
  4. 4.
    Select Wi-Fi.
  5. 5.
    Select the Wi-Fi network you'd like to connect to.
  6. 6.
    If prompted, enter the password for the Wi-Fi network you'd like to connect to.
  7. 7.
    Select Connect.
To troubleshoot Wi-Fi issues using RouteThis Helps:
You can use RouteThis Helps, an app for your iOS or Android phone or tablet, to help diagnose your Wi-Fi issues.
  1. 1.
    Download RouteThis Helps app on your iOS or Android phone or tablet.
  2. 2.
    Open RouteThis Helps app and tab Begin.
  3. 3.
    Enter the code FBRL.
  4. 4.
    Stand within 6 feet of your Oculus Headset and tap Next, then tap Network Scan.
    • The scan takes about 2 minutes. Keep the app open while the scan is running.
  5. When the scan finishes, you will see a screen displaying your Wi-Fi speed result. Tap Improve Device Performance and follow the instructions in the app.
If you still can't connect to Wi-Fi, please contact Oculus Support. In the top right of the RouteThis Helps app, find Your Key and include the code in your Oculus Support request.

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I'm having trouble with charging my Oculus Quest 2 or Quest.
If you're having trouble charging your Oculus Quest 2 or 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.
  • Your headset battery may be too hot and may need to cool down before charing.
If you're still having trouble with charging your headset, please contact Oculus Support .

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Factory Resets


How do I factory reset my Oculus Quest 2 or Quest?
If you run into problems with your or want to clear all of your data off of the headset, you can do a factory reset. This wipes everything off your Oculus Quest 2 or 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. 1.
    Open the Oculus app on your phone.
  2. 2.
    Tap Devices in the bottom menu.
  3. 3.
    Tap the headset connected to your phone.
  4. 4.
    Tap Advanced Settings.
  5. 5.
    Tap Factory Reset and then Reset.
To perform a factory reset using the headset:
  1. 1.
    Turn off your headset.
  2. 2.
    Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. 3.
    Use the volume buttons on your headset to highlight Factory Reset and press the power button.
  4. 4.
    Use the volume buttons on your headset to highlight Yes and press the power button.
Notes:
  • Performing a factory reset is irreversible and will remove all account information, downloaded games, and content from the headset.
  • Performing a factory reset won't remove content you've purchased or downloaded from your account.

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My Oculus Quest isn't turning back on after I did a factory reset.
If you have trouble turning your Quest back on after performing a factory reset, hold down the power button for 30 seconds.
If you continue to encounter issues with your Oculus app installation after completing these steps, please contact Oculus Support directly.

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Oculus Touch Controllers


I'm having trouble connecting or pairing my Oculus Quest 2 or Quest controllers.
If you're having trouble connecting or pairing your Oculus Touch controllers, try any of the following:
  • Press any button to wake the controller while using Oculus Quest 2 or 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 controllers:
      To unpair your controllers:
      1. 1.
        Open the Oculus app on your phone.
      2. 2.
        Tap Devices in the bottom menu.
      3. 3.
        Tap the Oculus Quest headset you currently have paired.
      4. 4.
        Tap Controllers, then tap the controller that you want to unpair.
      5. 5.
        Tap Unpair Controller.
      To re-pair your controllers:
      1. 1.
        Open the Oculus app on your phone.
      2. 2.
        Tap Devices in the bottom menu.
      3. 3.
        Tap the Oculus Quest headset you currently have paired.
      4. 4.
        Tap Controllers, then tap the controller that you want to unpair.
      5. 5.
        Press and hold oculus icon and buttons on your right controller or and on your left 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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Known Issues


Quest 2 Removable Foam Facial Interface Recall
As more people started using Quest 2, we received reports that a very small percentage of Quest 2 customers were experiencing skin irritation after using the Quest 2 removable foam facial interface. We’ve been working hard to address the issue, working with experts and making adjustments to our manufacturing process, and communicating proactively with regulators.
The safety and comfort of every customer is our top priority. As part of this commitment we are now offering a free silicone cover to Quest 2 headset and Quest 2 Fit Pack owners globally.
To request a Quest 2 Silicone Cover, click or tap on “Start Your Process” and follow the instructions below. For those who have additional questions please refer to the FAQs here.
To find your Quest 2 serial numbers:
  • Headset: On the right side of your headset, gently pull the strap back away from the strap arm until it pops off. Your headset serial number will be on the inside of the strap arm.
  • Box/packaging: On the outside of your Oculus Quest 2 box, look for a white sticker marked with a barcode. Under the barcode, find S/N followed by the 14-digit serial number.
  • My Account: From your My Account page, go to the Devices section and your headset and its serial number can be found here.
  • Oculus App: Open the Oculus app and click Devices at the bottom. Your headset and its serial number can be found here.

Frequently Asked Questions


What is happening?
We received reports that a very small percentage of Quest 2 customers were experiencing skin irritation after using the Quest 2 removable foam facial interface.
The rate of reports remains small, but we are voluntarily taking further steps in cooperation with regulators.
Please visit our facial interface recall page for more information.

How do I install and clean the Quest 2 Silicone Cover on my Quest 2?
To install and clean your new Quest 2 Silicone Cover, you can follow the instructions provided here.
Important: do not discard your current foam facial interface, as you will need it in order to install the Silicone Cover correctly.

How is the facial interface impacting certain consumers?
A small percentage of consumers are experiencing skin irritation. The vast majority of cases are mild and cases should resolve on their own.

Is Quest 1, Rift, Rift S or Go impacted?
No. Quest 1, Rift, Rift S and Go are not part of the recall.

If I am experiencing skin irritation, what should I do with my Quest 2?
If you are experiencing skin irritation where the facial interface meets the face, please stop using your Quest 2.
If you have purchased a Quest 2, you are eligible to receive a Quest 2 Silicone Cover for free. Please visit our Quest 2 Silicone Cover website to learn more.

I purchased a Quest 2 for someone else, what should they do if they experience these issue?
If the person using the headset is experiencing skin irritation, they should stop using the Quest 2.
If they would like to receive a Quest 2 Silicon Cover for free, please visit our Quest 2 Silicone Cover website to learn more.

If I don’t have a skin irritation can I still get a replacement facial interface?
Yes, if you have purchased a Quest 2, you are eligible to receive a Quest 2 Silicone Cover for free.

Are facial interfaces in the Fit Pack eligible to receive a Quest 2 Silicone Cover?
Yes, facial interfaces in the Fit Pack are eligible. As you go through the silicone cover redemption process, you can indicate you purchased a Fit Pack and these covers will ship separately when they become available. They will be free and available to anyone who has purchased a Fit Pack.

How do I check the status of my Quest 2 Silicone Cover order?
Please go to your account to check the status of your order.

Oculus for Business


Are Quest 2 headsets purchased through the Oculus for Business program eligible for the Quest 2 Silicone Cover?
Yes. Quest 2 headsets purchased through Oculus for Business are eligible to receive the Quest 2 Silicone Cover.

Is there a way for Oculus for Business customers who have multiple headsets to request a Quest 2 Silicone cover in bulk?
Please open a support ticket and our premium support team can help with your request.

Can I get a Quest 2 Silicone Cover for my order that I have not received yet?
Please open a support ticket and our premium support team can help with your request.

Does this recall affect Oculus Go headsets purchased through Oculus for Business?
No, the facial interface recall only affects Oculus Quest 2.

Can remote workers have the cover replaced directly or does this need to be centrally managed?
If you are a remote worker, please contact your Oculus for Business admin to request a Quest 2 Silicone Cover.

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