Meta Swaps Out Certain Quests Due to ‘Unresponsive’ Performance

Around the holiday season, some owners of Meta’s Quest headsets found themselves in quite a predicament when their devices turned into nothing more than paperweights. This unexpected problem prompted Meta to take action, offering replacements for affected users.

According to a recent update on Meta’s support website, the issue stemmed from a problematic software update that left some Quest 2, 3, and 3S headsets unable to function properly. Meta is currently working hard to fix this for everyone, and for most, the devices are back to normal. However, if you’re among those who still face issues, Meta encourages you to reach out for further assistance.

Meta’s vice president, Mark Rabkin, took to X.com to assure users, stating, “Almost all can now use their devices normally. But if you still have problems, contact customer support, and we will sort it out for you.” Initially, some owners who found their headsets bricked were reportedly told they needed to purchase new devices, but many have since been offered free replacements through Meta’s support channel.

Rabkin also tweeted about the Quest 3S specifically, noting an easy process now exists to check if users are eligible for a replacement. On December 31, I attempted to revive a Quest 2 that hadn’t been used in months. Unfortunately, despite hours spent trying Meta’s Software Update Tool and resetting the device to factory settings, it wouldn’t spring back to life.

Following instructions on Meta’s support page, I accessed the “product-claim” site, intended for Quest 2, 3, and 3S users to determine eligibility for replacement. After entering my Quest 2’s serial number, I discovered it wasn’t eligible. I haven’t pursued further help from Meta yet, but the device won’t load the setup pairing screen for more than a fleeting moment, despite not being completely unresponsive.

We’ve reached out to Meta for more insights into how many headsets have been affected by this glitch and the number of units being replaced. Given the timing around Christmas and New Year and the nature of Quest 2 headsets being reactivated after extended periods of inactivity, we’re keen to learn more about the scale and solution of this issue.