Black Screen of Death | BETTER TECHNICAL SUPPORT
The black screen of death, where the oculus loses tracking and then crashes. Once restarted, you see the oculus logo then nothing.
Support were not very helpful, I checked on the interent and a LOT of people have had this issue, not just me.
This is the email i sent to support, i included as much info plus the serial number. I am a software engineer and can see that it is a software problem.
- Email to Support
I’ve tried to hold the power button for 10 seconds doing a soft reset. I’ve tried holding for 30 seconds with power off and power on, nothing happens I’ve charged the oculus to full power.
All I see is
- Oculus logo
- Black screen nothing else
Pressing the oculus button shows the system re-center however there is nothing else on the screen. (Still black)
Holding the minus button and the power button shows me a menu to reboot and factory reset.
- Response from oculus support
Eleno (Oculus Support)
Jun 3, 2021, 0:07 PDT
Thank you for contacting Oculus Support.
I appreciate you for trying to fix the issue by your own and I understand that your Quest 2 is not working and is showing a blank screen. I'll assist you in this matter.
As you mentioned that you have tried rebooting as well as factory reset I advise that you try the following steps below:
Attempt to charge the headset for 2 hours.
Try a different Cable/Charger is possible.
Try charging from a different Source (another PC or different wall outlet).
After reading that message, I returned my oculus back from where i got it.
The fact I had to wait 24 hours for that response, made me feel that is not a company that will support its users properly.
Pedro German commented
Recently the same issue happened to my Oculus, and after attempting to fix it via some of the recommendations you can find on internet, I had to contact Oculus Support.
They recommended to try the Factory Reset, and I did it, but nothing more happens than the same loop. I just had to reply back to them informing this.
While I was waiting for their response, I experimented a little bit. I turned the Oculus OFF via the terminal menu, and I left it resting over 2 hours approximately, but after turning ON again the issue remained.
Them, I incremented the waiting interval (turning it OFF, and then turning ON again) for 5 hours, and surprisingly it worked! I wasn't expected to have any data in the Oculus because of the previously made "Factory Reset", but it seemed it didn't worked, and all of my apps and data were intact!
As for today, from 2-3 days ago since the event happened to my branch-new Oculus, I haven't turned it OFF. Instead, I leave it in sleeping mode, making sure to have the battery at nearly 100%, and the Oculus just consumes 5% in 7 hours in this state. No overheating problem or any kind of lag has been detected by now, but I'm keeping contact with one of the Oculus Support agents, in order to inform him regarding the issue.
In general, the service is quite excellent in terms of quick response (they replied to me just about 2-3 minutes after posting the issue). But, in terms of technical knowledge regarding THIS, and just THIS issue, they need to provide more information, or, in the best and ideal case, assign to the user a expert that knows how to solve the issue remotely (if possible obviously), so we, as users, don't have to appeal for a returning each time this happens.
I'm aware you and me are not unique regarding the issue. There must be many users out there with experienced this problem, and it represents very high expenses for a company like Oculus to have to receive many of these returns. They will reach at this conclusion soon or later.
-------------------------------------------------- EDIT --------------------------------------------------
Recently I updated to the last version (v33), and it seems the issue was solved. I turned it OFF and ON manually plenty of times after the update, and the problem hasn't come since.
If you, contrary to my case, have the issue with the last update, I would recommend to downgrade it, and them come back to the last version. This is, of course, a suggestion. For those who have read this messages at this point, If something happens, please let us know in the comments. I would be glad to know if this solves anything :)