Meta Provides Free Quest 3S Replacements After Software Update Causes Issues

Imagine waking up on Christmas morning, excited to dive into your new gadgets, only to find yourself stuck downloading updates and charging batteries. But what could be worse? How about an update that turns your device into a paperweight before you even get a chance to try it out? This unfortunate scenario played out for several users last week with their Meta devices, forcing the company to step in with replacements and credits for the Horizon Store.

Everything unfolded quite dramatically, starting with numerous reports on Reddit on December 25th. It seems that some new Quest headset recipients were immediately hit with a critical error post-update, an error ominously warning, “Your device is corrupt. It can’t be trusted.” At that point, users found themselves unable to reset the headset, leaving their devices unusable.

The trouble was traced back to the Quest’s latest v72 update, released earlier in the month. This issue wasn’t selective, as it affected both brand-new headsets and older ones that hadn’t been updated in a while.

Here’s what Meta had to say in a help thread addressing the problem: “We’ve discovered a software update issue causing some Quest 2/3/3S headsets to become unresponsive. Most users should be able to use their devices normally now, and we’re actively working on a solution for everyone.”

Reports suggested this glitch only hit a small fraction of new headsets. Nevertheless, Meta decided to halt the firmware rollout temporarily, ensuring new users who haven’t yet set up their headsets are safe from the bug. For those unfortunate enough to have bricked devices, Meta is providing replacements and some Horizon Store credit as compensation.

In a ‘Next Steps’ thread for Quest 3S users, the company stated: “We’re aware of a small number of Quest 3S devices experiencing this issue. If your device is affected, we’ll send you a replacement at no cost, along with some Horizon Store credit to show our support.”

Despite Meta’s prompt action, the damage had already been done, compelling some customers to return their headsets to stores, hoping their next purchase wouldn’t come with the same issues. One user, known as ‘Physical-Slip5049’ on Reddit, shared a particularly heartbreaking story of how this glitch spoiled their son’s Christmas.

“I bought a never-before-used second-hand Quest 2 from eBay as a Christmas gift for my 9-year-old son. He opened it Christmas morning, started it up, and was forced to update,” Physical-Slip5049 recounted. “After following Meta’s instructions, I tried to reset it, but it’s now a hard-bricked device. It was turned on for a mere 5 minutes in its entire 2-year life. My son had waited 3 months eagerly to play, but couldn’t when the big day arrived. He spent half of Christmas crying and upset.”

Moreover, Meta is reportedly offering refurbished units and store credit to those with out-of-warranty headsets, like the Quest 2.

We’re keeping a close eye on this situation as it develops. If you’ve been affected, share your experiences in the comments below, and let us know what steps Meta is taking to help you out.