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Quick Troubleshooting

If something does not work as expected, check the table below before contacting support.

Issue	What to do
Headset does not turn on	Hold the power button for 3 seconds. You should see either the Meta Horizon home screen or a ‘no battery’ symbol. If the no battery symbol appears, charge the headset using the USB-C cable or attach a fully charged battery.
No Wi-Fi connection	Check that the router is powered on. Open Quick Settings and reconnect to the correct network. If using office Wi-Fi, confirm the password with your IT team.
Controller(s) unresponsive	Check the controller battery level in the main menu. Replace the AA battery if low. If the controller is still unresponsive after a battery change, press any button to re-pair it with the headset.
For glasses wearers: blurry or uncomfortable	Glasses can be worn inside the headset. Put your glasses on first, then put the headset on over them. Adjust the head strap until the image is sharp and the fit is comfortable.
Floor level feels wrong in VR	Reset the boundary (see "Setting up the boundary"). Make sure the Stationary Boundary Size in the environment settings is set to Large.
Trainee sees the physical room instead of VR	The trainee has moved outside the boundary (a white circle on the floor). Ask them to step back into the circle. Only do this if the circle is still positioned where the chair was during training. If the circle has moved to a different location, follow the step-by-step guide under "Setting up the boundary" to reset it.
App is slow or lessons do not load	Restart the headset by holding the power button, then selecting Restart.
Controller batteries drain very fast	Perform a hard reset of both controllers: Right Controller: Press and hold Meta Button + B Button simultaneously for 5+ seconds. Release when the small light on the controller blinks rapidly; wait until it stops blinking before using it again. Left Controller: Press and hold Meta Button + Y Button simultaneously for 5+ seconds. Release when the small light on the controller blinks rapidly; wait until it stops blinking before using it again. If the issue persists, remove the AA batteries from the controllers and store them separately until the headset is needed again. This prevents unnecessary battery drain when the controllers are not in use.