One of the most frustrating things to encounter on Christmas morning is the never-ending task of downloading updates and charging devices. However, imagine downloading an update that then renders your brand-new device unusable before you can even experience it. This unfortunate scenario happened to a number of users last week, prompting Meta to step in with offers of replacement devices and some shopping credit for the Horizon Store.
On December 25th, Reddit was buzzing with reports from users who claimed their newly acquired Quest devices had run into a serious snag. The issue arose when they were prompted to install the latest update, only to be met with a distressing error message saying, “Your device is corrupt. It can’t be trusted.” With no way to perform a reset, many devices became effectively bricked.
It seems the culprit behind this dilemma was the Quest’s latest v72 update, which had been rolled out by the company earlier this month. Interestingly, this problem cropped up not only in the latest models but also in older headsets that had skipped recent updates.
Meta addressed the issue in a user help thread, explaining: “We’ve identified a software update problem that caused some Quest 2, 3, and 3S headsets to become unresponsive and fail to start up properly. We’re actively working on a fix for all users, but in most instances, you should now be able to use your device without any issues.”
Although the issue affected only a small number of new devices, Meta decided to pause the firmware update. Consequently, new users who haven’t set up their devices yet are likely now in a safer position. Meanwhile, for those dealing with bricked headsets, Meta has begun issuing replacements alongside Horizon Store credit as a gesture to make amends.
In a ‘Next Steps’ thread specifically addressing Quest 3S users, the company stated: “We’re aware that a limited number of Quest 3S units are experiencing issues related to the software update, causing them to be unresponsive. If your device is impacted, you’ll receive a replacement Quest at no cost, along with Horizon Store credit as a sign of our commitment to your experience.”
Even though Meta’s response was speedy, some damage had already been done. This led to customers returning faulty headsets and hoping their replacements wouldn’t share the same defect. For instance, a Reddit user named ‘Physical-Slip5049’ recounted how this mix-up ruined his son’s Christmas.
“I purchased a never-used, second-hand Quest 2 from eBay as a gift for my 9-year-old son. He unwrapped it on Christmas morning, turned it on, and was immediately prompted to update it,” Physical-Slip5049 shared. “Having no prior VR experience, I followed Meta’s instructions to attempt a reset, but now it’s hard-bricked. It functioned for only 5 minutes over two years. My son, who had eagerly waited 3 months to try it, spent part of Christmas Day devastated and in tears.”
Moreover, users have noted that Meta is offering refurbished units and store credit to those who are dealing with out-of-warranty headsets like the Quest 2.
We’re keeping a close eye on the fallout from this incident. If you’ve been affected, share your story in the comments below and let us know where you stand with Meta’s solutions.
