Meta Swaps Out Certain Quests After Declaring Them ‘Unresponsive’

As the holiday festivities wrapped up, Meta found itself in a bit of a predicament with some Quest owners, who reported that their headsets had become as useful as a brick following a software update. The issue seemed widespread enough for Meta to take action, noting on their help page:

“We’ve identified a software update glitch affecting some Quest 2, 3, and 3S headsets, causing them to become unresponsive and not start up properly. We’re working diligently to fix the problem for everyone. However, most users should find their devices functioning normally now. If yours is still acting up, click the button below for help. Thanks for your understanding.”

Mark Rabkin, who heads up HorizonOS and Quest devices at Meta, took to X.com to reassure users, saying, “Almost everyone can now use their device again — but if you’re still having trouble, reach out to customer support, and we’ll sort it out.”

Initially, Quest owners who contacted Meta about their bricked headsets during the troubled update were told they’d need to purchase a new device. However, it appears Meta has since shifted its stance, providing some users with an avenue for a complimentary replacement.

In a recent social media post, Rabkin also clarified, “For Quest 3S, we’ve now streamlined the process for checking if you’re eligible for a replacement.”

On New Year’s Eve, I decided to fire up a Quest 2 that had been collecting dust and soon realized it wouldn’t fully boot. Despite several attempts using Meta’s Software Update Tool and performing a factory reset, the issue persisted. Heading over to Meta’s support page, I followed the steps laid out for the Quest 2, which led me to a “product-claim” site. There, you’re supposed to enter your serial number to see if you’re eligible for a replacement. Unfortunately, my device didn’t qualify. I haven’t taken any further steps with Meta just yet, though the headset isn’t completely dead—it just won’t display the setup pairing screen for more than a second.

We’ve reached out to Meta seeking clarity on the total number of headsets affected by this update mishap and how many replacements they are offering. Given the spike in issues seen around Christmas and New Year, combined with many Quest 2 devices waking from long dormancies, we’re eager to hear more about how extensive this problem is and how it’s being tackled.