Key Points
- Meta’s software update rendered some Quest headsets inoperable. Initial refusal to assist out-of-warranty devices drew backlash.
- Meta is now working on a solution for all affected headsets. Customer support has new guidelines to assist users.
- The problematic update was released on December 6th.
- The update included new features like a virtual desktop and improved hand tracking.
Meta is actively resolving an issue caused by a recent software update that rendered some Quest 2, Quest 3, and Quest 3S headsets inoperable. The company initially faced criticism for releasing a flawed update and informing affected users that they would not address the problem for devices out of warranty. As reported by The Verge, this stance drew backlash from consumers.
In response, Meta announced it is now working on a comprehensive solution to restore functionality to all impacted headsets. The company stated that customer support has been given new guidelines to assist users and acknowledged its responsibility for the issue. Some affected users have received email confirmations from Meta indicating that the company will provide out-of-warranty repair services to address the problem.
According to a statement on Meta’s help center, the software update issue caused certain Quest 2, Quest 3, and Quest 3S devices to become unresponsive, preventing them from starting up correctly. While many users have reportedly regained normal functionality, Meta encourages those with unresponsive devices to seek support. Specific instructions have been provided for Quest 3S owners, while Quest 2 and Quest 3 users are advised to contact Meta’s support team directly.
The issue traces back to December 6th, when the software update was first reported to affect Quest 3S headsets. This update introduced several new features, including a virtual desktop, enhanced hand tracking, and easier pairing with Windows 11 PCs. Despite the innovative features, the update inadvertently caused significant disruptions for many users, highlighting the challenges of deploying complex updates across a broad user base.
Meta’s renewed commitment to addressing the issue and offering support for out-of-warranty devices signals an effort to rebuild trust with its consumer base. The company’s response reflects its recognition of the importance of reliability and customer satisfaction in the competitive virtual reality market.