Headset support
Help with the VR charging case and Meta Quest 3S headsets.
Troubleshooting
Each answer links to Meta's own guide for the full detail.
Headset won't charge
- Check the case is plugged in and switched on at the wall.
- Reseat the cable at both ends. It should sit firmly in the USB-C port on the left side of the headset.
- Look into the port. Lint or debris stops the cable seating properly. Don't push anything metal or wet into it.
- Swap to a different charging cable to work out whether the cable or the headset is the problem.
- Charging from a wall adapter rated under 18 W, or while the headset is in use, is slower.
Orange light means charging, green means full, no light means no power is reaching it.
Headset won't turn on
- Leave it on charge first. A completely flat battery may not respond straight away.
- Press and hold the power button on the left side for about 3 seconds, until you hear a chime and see the Meta logo.
- Nothing? Force restart: hold the power button for at least 30 seconds, wait 30 seconds, then press it again.
Black screen or visual glitches
Seeing the Meta logo or a chip icon? The headset may be installing an update. Leave it on charge for up to 15 minutes before trying anything else.
- Force restart: hold the power button for at least 30 seconds, wait 30 seconds, then turn it back on.
- Still black? Hold the power and volume down buttons together for at least 10 seconds, until the boot screen appears.
- Use the volume buttons to highlight Boot device, then press the power button to select it.
Controller not pairing or tracking
- Remove the battery for at least 30 seconds, then refit it, or swap in a fresh one.
- Check the controller belongs to that headset. Pairs are matched in the case.
- Restart the headset.
- Tracking drifting? Use a well lit room without direct sunlight, keep mirrors, glass and LED strip lights out of view, clean the headset's cameras, and remove third-party controller covers.
Re-pairing needs the Meta Horizon app and the account the headset is set up on. If you don't have access to that account, contact us and we'll help.
Boundary keeps resetting or the view is off-centre
View off-centre: point the right controller straight ahead and press and hold the Meta button until the view resets.
Boundary forgotten: the headset can forget a boundary when furniture moves, people walk through the space, or the lighting changes a lot, such as daylight versus evening. To redraw it, press the Meta button, open Quick controls, then Settings, Environment setup, Boundary.
- Stand close to the centre of the play area when you draw the boundary.
- Look around the whole room while you draw, not just in one direction.
- Keep the room evenly lit and out of direct sunlight.
- Clear every obstacle inside the boundary before anyone starts.
Wi-Fi won't connect
- Check the network is working by connecting another device to it.
- Re-enter the Wi-Fi password carefully.
- Move closer to the router or access point.
- Restart the headset.
On TAFE and corporate networks, a login page or device approval often blocks headsets. Your IT team may need to allow the headsets onto the network.
An app isn't showing in the library
The library only shows apps for the account the headset is signed in to. If the headset is signed in to a different profile, purchased or assigned apps won't appear.
Restart or force restart
Restart: with the headset on, press and hold the power button until the Power off screen appears, then select Restart.
Force restart if it's frozen: press and hold the power button for at least 30 seconds, wait 30 seconds, then press the power button until it turns back on.
Battery life
Meta rates Quest 3S at up to about 2.5 hours of use per charge on average. Demanding apps use more, and older batteries hold less.
A full charge takes around 2.5 hours from the included 18 W wall adapter. Put headsets back in the case between sessions to keep them topped up.
Cleaning between users
- Wipe the face cushion with an alcohol-free antimicrobial wipe and let it dry fully.
- Wipe the lenses with a dry microfibre cloth, centre outwards.
- Wipe the controllers with a dry microfibre cloth.
No alcohol, no chemical cleaners, no liquid on the lenses. More in Care and cleaning.
Charging case
- Load the headsetsPlace each headset in its compartment with the charging port facing up. On Quest 3S the USB-C port is on the left side.
- Organise the controllersMatch each headset with its own pair of controllers in the designated compartments.
- Connect the cablesPlug a charging cable firmly into each headset and check the connection is fully seated.
- Power the caseConnect the supplied power adapter and plug it into a wall outlet. All headsets charge at the same time while stored in the case.
Indicator lights
Charging.
Battery very low. Leave it connected so it keeps charging.
Fully charged.
No power is reaching the headset. Check the case is plugged in and switched on, and the cable is seated at both ends.
The headset is powered on.
Travel
- Latches and handleClose every latch before you move the case, then use the retractable handle to roll it.
- Before a flightOpen the pressure release valve on the front of the case by turning it anticlockwise, to equalise pressure.
- On arrivalClose the valve by turning it clockwise.
- BatteriesHeadsets and controllers contain batteries. Check your airline's rules for battery-powered devices before you fly.
Care and cleaning
- 01
Face cushion
Wipe the face cushion with an alcohol-free antimicrobial wipe between users, and let it dry completely.
- 02
Lenses
Clean lenses with a dry microfibre cloth, from the centre outwards in small circles. Use the same cloth on the front cameras and the controllers.
Do
- Clean head straps with a slightly damp microfibre cloth and mild soap, and dry them before storage.
- For a deeper clean, remove the face cushion and hand wash it in cool water with a mild liquid detergent. Rinse and air dry fully before refitting.
- Unplug cables by gripping the connector.
Don't
- Use paper towels or tissues on the lenses.
- Use alcohol or chemical cleaners.
- Spray liquid directly on the headset, or let anything soak it.
- Leave the lenses in direct sunlight or near heat. Sunlight focused through the lenses can damage the displays.
- Pull a cable out by the cord.
Meta resources
Contact support
Include the headset light colour and what you've already tried.
- 01The headset or case ID, if it has one
- 02The colour of the headset light
- 03What you've already tried
- 04A photo, if something is damaged