Technical Support

Quest 2 Troubleshooting: Common Issues

1 / Rebooting your Quest 2

Like other electronic devices, rebooting your Quest 2 device can resolve many common issues. A full power cycle (powering it off and then powering it back on again) can often fix basic and unidentifiable problems.

Press and hold the power button on the side of the headset for 5-10 seconds until it turns off.
Wait 5 seconds and then press the power button again.
- You will see the blue Meta logo as the device starts up.
- You may be asked to ensure the guardian boundary hasn’t changed by clicking the “Confirm” button using one of your controllers.

2 / Headset and Guardian Tracking

Issues with the guardian and tracking include in headset messages like “lost tracking,” which can be related to your environment:

Do not use your device outdoors or in direct sunlight.
When using the device indoors, avoid bright direct light, close blinds or curtains.
Clean the four infrared cameras on the outside of the device with a clean cloth.

How-to set up Gaurdian

3 / Controller Tracking

Issues with your controller tracking can often be resolved by simply picking them up and holding them in front of you while wearing the headset. It can take a second or two for the controllers to connect and for you to see them again.

There’s also a good possibility that low or depleted batteries might be creating issues. You can check the battery health status from within the headset for each controller and the headset. Low or depleted controller batteries should be replaced with a fresh AA battery in each controller.

To replace the battery:

Slide off the battery cover located on the thumb side of each controller.
Press the battery in and up.
Remove the old battery.
Insert a new battery by aligning the plus symbol + on the battery with the plus symbol+ printed inside the controller.
Slide the cover on until it “clicks” into place.

4 / Dirty or Obstructed Lenses

Issues with your controller tracking can often be resolved by simply picking them up and holding them in front of you while wearing the headset. It can take a second or two for the controllers to connect and for you to see them again.

There’s also a good possibility that low or depleted batteries might be creating issues. You can check the battery health status from within the headset for each controller and the headset. Low or depleted controller batteries should be replaced with a fresh AA battery in each controller.

To replace the battery:

Slide off the battery cover located on the thumb side of each controller.
Press the battery in and up.
Remove the old battery.
Insert a new battery by aligning the plus symbol + on the battery with the plus symbol+ printed inside the controller.
Slide the cover on until it “clicks” into place.

Quest 2 Troubleshooting Guide

Rebooting your Quest 2
Headset and Guardian Tracking
Controller Tracking and replacing controller batteries
Dirty or Obstructed Lenses and Wi-Fi connections

CareerViewXR Troubleshooting

1 / Invalid Access Code

If you are attempting to log into the CareerViewXR website and your access code or direct HTML link is not working, contact Lisa Metzger: Lisa@bemorecolorful.com

ENGAGE Troubleshooting

1 / Why can't other people hear me in ENGAGE?

This issue can be caused by several factors, click here to find solutions to this problem.

2 / Why can't I hear other people in ENGAGE?

If you want to use headphones or a headset, check that it’s connected correctly.

If you use an Android device, ensure that you increase the media volume and not the call volume. When you adjust the volume, there may be an icon on-screen to confirm which volume you adjust, or you may need to select a mixer icon to access all the volume controls. For more information, refer to the manufacturer’s documentation for your specific device. Check if updates are available for your device’s operating system or firmware. For example, on Pico standalone VR headsets, check if updates are available for the Pico UI (PUI). If you use a USB headset or USB headphones, check the manufacturer’s website and install or update any required software. If you use the Oculus app on your computer and connect to a Meta Quest headset through a link cable, see the Configure the Oculus app on your computer for Meta headsets section in the Why can’t other people hear me in ENGAGE question on this page.

3 / I am having issues starting a meeting

To start a virtual reality meeting inside ENGAGE:

Open the ENGAGE application, and then log in.
From the main menu, select Start Session.
Select a location.
On the Start Session screen, select With Others.
In the Session Name field, enter a name for your meeting.
If you have a PLUS, ENTERPRISE, or EDUCATION account and want to make the meeting private, enter a password.
For information about visibility settings, hover your cursor over the question mark icon.
Select Start.
If you chose to create an unlisted session, make a note of the session ID so that you can share it with other people, and then select Start Session.

Now you are ready to host your meeting in virtual reality in ENGAGE.

4 / I can't seem to show webpages/videos to others

Yes, you can play video files and YouTube videos inside ENGAGE. The system supports YouTube video playback in 2D, 3D, and 360 formats.

You can use the ENGAGE web app to prepare links to content on the Internet, connect to third-party cloud storage services, and upload files to your ENGAGE cloud storage area. You can then quickly access these materials inside a virtual reality location. Note: The ENGAGE cloud storage feature is in Beta testing and available to selected ENTERPRISE clients. Some virtual locations in ENGAGE contain a big screen that you can use to watch and share videos. You can also add as many screens as you like through the IFX page in your tablet or menu.

5 / How do I create and record my own presentations or classes?

It’s very easy to record your own presentations inside ENGAGE.

When you record in ENGAGE, it doesn’t create a video file. Instead, you capture every action that takes place. This includes your movements within a scene, your voice, any media that you share, and any 3D models that you add or manipulate. You can choose to record just yourself or everyone that’s present in the scene. When you play back a recording, you are immersed in the events that took place, as though you were there in the location at the time of recording.

KDE IVR Help Desk