Meta has updated its Quest support page to address a “software update issue” that has been causing problems for users of its Quest 2, Quest 3, and Quest 3S virtual reality headsets. According to the company, while the majority of affected users can now operate their devices as expected, Meta is still “actively working on resolving the issue for all users.”
The company’s efforts to address the problem bring hope to Quest 2 and Quest 3 owners who have reported difficulties in obtaining fixes or replacements for headsets that are no longer under warranty. Some Reddit users have shared that Meta contacted them via email, confirming they would receive out-of-warranty support to address the issue. Additionally, a community manager on Meta’s support forum recently provided an update, stating that the company’s customer service team now has updated guidance on how to assist users experiencing the problem
Meta first acknowledged the issue in a post dated December 6, where it mentioned software update problems affecting “some new Quest 3S devices.” However, this initial communication did not reference issues with Quest 2 or Quest 3 headsets, nor did it specify which software version was implicated in the malfunction. These omissions led to some confusion among users about the scope of the problem and its potential resolution timeline.
It wasn’t until recently that Meta broadened its statement to include Quest 2 and Quest 3 headsets, indicating that the issue was more widespread than initially reported. Users had already started reporting bricked devices on platforms like Reddit, urging Meta to provide a clearer response and resolution plan
On December 9, Meta announced the release of its latest software update, Meta Quest v71. This update introduced new features such as an improved virtual desktop display connection method and keyboard passthrough support in virtual environments. While the update brings enhancements to the platform, it is unclear if this version directly relates to or resolves the issues causing headsets to become nonfunctional.
Users have been particularly vocal on social media and forums, with many seeking transparency regarding whether the v71 update is part of the solution to the bricking problem. Meta’s statement about continuing to work on a fix “for all users” suggests that additional updates or measures may still be in development to fully resolve the situation
The inclusion of Quest 2 and Quest 3 in Meta’s communication about the software update issue has drawn mixed reactions from users. For those with out-of-warranty headsets, the promise of support has been a relief. Several users have shared positive experiences about receiving emails from Meta, confirming that their devices would be repaired or replaced, even if they were no longer under warranty.
The acknowledgment from Meta’s customer support forum manager further indicates a shift in the company’s approach. By providing new instructions for handling the problem, Meta appears to be prioritizing user concerns and aiming to streamline the support process. This move has been welcomed by the community, particularly given earlier frustrations about perceived inaction.
However, some users remain skeptical about the company’s overall response, criticizing the initial lack of transparency and the time it took to acknowledge the broader scope of the issue. Others have expressed concerns about the potential for similar problems with future software updates, urging Meta to improve its quality control and communication strategies
Meta’s ongoing efforts to resolve the bricking issue reflect the challenges of managing complex software ecosystems for cutting-edge hardware like the Quest series. While the rollout of the v71 update brings new functionality to users, its impact on the underlying issue remains uncertain. For now, affected users can take comfort in knowing that Meta is actively addressing the problem and offering support to those with out-of-warranty devices.
The incident also highlights the importance of robust customer support and transparent communication in maintaining user trust, especially in the competitive virtual reality market. As Meta continues to refine its Quest platform and introduce new features, it will need to ensure that such disruptions are minimized in the future.
For Quest 2, Quest 3, and Quest 3S owners, the hope is that Meta’s updates and enhanced support will fully restore functionality and confidence in the brand’s VR devices. In the meantime, the company’s progress on this front will be closely watched by both users and industry observers.