Meta Store Support (11/01/2025, 16:54:48): Thanks for contacting Meta Store
Support! We’re here to make sure you get the help you need.
Meta Store Support (11/01/2025, 16:54:50): We can help answer your questions.
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Adrian (11/01/2025, 16:57:54): Hi Murtadha, Welcome to Meta Store Support. This is
Adrian and I'll be the one to gladly assist you today. For your reference, please
take note of your support ticket 07823050 in case we get disconnected.
Adrian (11/01/2025, 16:57:54): Please do not close or switch tabs from your current
browser to avoid chat disconnection. In any case that our chat get disconnected, I
will be sending you an email as soon as possible. Thank you for utilizing our chat
bot.
Adrian (11/01/2025, 16:57:54): Before we proceed, just want to check how's your day
going so far?
Murtadha (11/01/2025, 16:58:07): Hello there
Murtadha (11/01/2025, 16:58:36): My quest 3 has black line along the screen
Adrian (11/01/2025, 16:59:47): Thank you for bringing this to my attention. It
looks like you need help regarding your Meta Quest headset screen. Since you have
me on the line, I will do my best to help you with that. Let's work together to
sort out this matter.
Murtadha (11/01/2025, 17:00:18): my meta quest 3 shows black line on the screen and
does it go away
i restarted and firmat the device and still the line there
Adrian (11/01/2025, 17:00:38): Oh I see. Thanks for confirming that. With which eye
is the dead pixel visible? Try closing one eye at a time to see if the problem is
still visible.
Murtadha (11/01/2025, 17:00:58): Right
Adrian (11/01/2025, 17:01:22): Thanks for that, Murtadha. Does it happen right away
or after longer sessions of use?
Murtadha (11/01/2025, 17:01:57): It happened after i factory reset the device
Murtadha (11/01/2025, 17:02:14): I did not use it much
Adrian (11/01/2025, 17:03:09): Noted on that May I clarify if why did you do
factory resetting of your device?
Murtadha (11/01/2025, 17:03:56): I formated the device to clean up the apps
downloaded
Adrian (11/01/2025, 17:04:12): Oh that's more clear to me, Murtadha.
Adrian (11/01/2025, 17:04:25): Lastly, has the product been dropped, exposed to
moisture, or exposed to temperature extremes?
Murtadha (11/01/2025, 17:05:08): No the device never dropped and jept in good place
covered all the time
Adrian (11/01/2025, 17:05:32): Thank you for clarifying that the device was never
dropped and was always kept in a good place, covered all the time. That definitely
helps in understanding the situation better.
Adrian (11/01/2025, 17:06:42): I'll be providing you some troubleshooting steps
that might help to your quest.
Adrian (11/01/2025, 17:07:42): First is reboot your headset, to reboot the headset
you may follow the procedures stated below:
1. With your headset on and powered on, press and hold the power button on the
right side of your headset until you see the Power off screen.
2. Select Restart. Your headset will turn off and then turn back on.
Adrian (11/01/2025, 17:08:01): If you're headset is unresponsive or you're
otherwise unable to restart your headset, you can do a force restart:
1. Press and hold the power button for at least 30 seconds.
2. Wait 30 seconds.
3. If your headset doesn't automatically turn back on, press the power button until
your headset turns back on.
Murtadha (11/01/2025, 17:08:53): Restarted
Adrian (11/01/2025, 17:09:18): Sure thing, Murtadha.
Adrian (11/01/2025, 17:10:31): Just let me know how it went, okay?
Murtadha (11/01/2025, 17:10:46): Still the line there
Adrian (11/01/2025, 17:11:52): Yes sure, I'll just be connected here, waiting for
you.
Murtadha (11/01/2025, 17:14:49): What
Adrian (11/01/2025, 17:15:28): Thanks for trying that, Murtadha.
Adrian (11/01/2025, 17:16:18): As a last resort, you may do a factory resetting of
your device so we can determine if the line would be still there. Kindly follow the
steps provided below:
1. Turn off your headset.
2. Hold the power and volume (-) button on your headset down simultaneously until
the boot screen loads on your headset.
3. Use the volume buttons on your headset to highlight Factory Reset and press the
power button.
4. Use the volume buttons on your headset to highlight Yes and press the power
button.
Adrian (11/01/2025, 17:18:31): No rush, friend Murtadha, just asking if you need
more time for this?
Murtadha (11/01/2025, 17:18:37): I did this factory reset and still the line there
Adrian (11/01/2025, 17:20:46): I appreciate you for exhausting all the
troubleshooting steps on your headset device. Moving forward, kindly provide the
following information below to look for other possible replacements of your device:
Shipping Information
- First and last name
Shipping address
-Street Address
-City
- State or province
-Postal (Zip) Code
-Country
-Phone number
-Preferred email address to receive labels
-Username and/or email address associated with your Meta account
-Box serial number
-Headset serial number
- Retail receipt or invoice including item, retailer, price, and date OR Online
Meta Store order number
Murtadha (11/01/2025, 17:21:43): Murtadha Ali
Adrian (11/01/2025, 17:25:28): Thank you for providing that, friend Murtadha.
Adrian (11/01/2025, 17:25:28): No rush, do you need more time for this, Murtadha?
Murtadha (11/01/2025, 17:27:00): Murtadha Ali
House 849 Road 51 Block 216
Muharraq - Bahrain
Tele:+97333136000
Account @Murty82
Serial no. 2G0YBWTG7J03L4
Bought from amazon on 29 october 2024 for $500
Adrian (11/01/2025, 17:28:18): I appreciate you for providing all these information
it can really helps us to do the best course of actions for this.
Adrian (11/01/2025, 17:28:42): Seems like you have only provided the box serial
number, could you please also provide the headset serial number?
Adrian (11/01/2025, 17:29:13): To locate the serial number of your headset it is
is printed on the inside of the left headset arm. Gently pivot the headset arm
upward away from the headset to expose the serial number.
Murtadha (11/01/2025, 17:29:17): Sk-1000189-01
Murtadha (11/01/2025, 17:31:15): FCC ID 2AGOZ-S3A
Murtadha (11/01/2025, 17:32:04): Sn: 2goyc5zg7go72h
Adrian (11/01/2025, 17:34:07): Thank you for sharing all this information, friend
Murtadha. Upon carefully checking on your account, I can see that you're in Bahrain
which is not part of our supported country. As much as I would love to process the
replacement for you, since your device still on warranty period. However, we don't
deliver on your country Bahrain.
Murtadha (11/01/2025, 17:34:51): What about refund
Adrian (11/01/2025, 17:35:58): What I can recommend here, friend Murtadha is,
kindle contact the store where you purchased the device since they are the one who
have the tools for you to process a replacement or a refund. Just kindly bring the
receipt of purchased and ask assistance from them regarding the replacements or
refund of your quest.
Murtadha (11/01/2025, 17:36:41): I will contact amazon then
Adrian (11/01/2025, 17:37:07): They can definitely help you with this, Murtadha. As
I can see here that you purchased the device on our Best supported retailers which
is the Amazon.
Adrian (11/01/2025, 17:37:29): That's great to hear! I hope I was able to help you
with this.
Murtadha (11/01/2025, 17:37:32): Thank hou very much for help
Adrian (11/01/2025, 17:38:11): I hope you'll be able to get the replacements or
refund of your Meta Quest soon.
Adrian (11/01/2025, 17:42:14): You are most welcome, friend Murtadha.
Adrian (11/01/2025, 17:42:14): Apart from this one, is there anything else that I
can help you with today?
Murtadha (11/01/2025, 17:42:23): Thank you
