Forum Discussion

Greenskulllord's avatar
Greenskulllord
Honored Guest
3 years ago
Solved

My meta quest app doesn't want to play videos or download them

When trying to play videos on my quest app from the media section, there are two things that happen that prevent me from playing them.

1. The video will be in a force pause loop where everytime I would click play on the video the video would instantly pauses and If I do it again it would pause again and repeat

 

2. The video won't load what so ever, I have a good internet connect however the video will refuse to load and always either infinitely load or say no internet connection and this is the same way when I'm trying to download media video as well.

App (Mobile)
download
Meta Quest 2
Videos
  • TheAntiSocializer's avatar
    TheAntiSocializer
    2 years ago

    Hey everyone! I wanted to jump in here to provide some direction if not already. 

    It looks like the best course of action now would be to submit a bug report which will go straight to the engineers for review if you're unable to download/share your videos. You can do this through a couple ways, the first being the headset/mobile app and the next being the PC app. 

    Clear and concise reports will make it easier for them to pinpoint the issue and work on it.

44 Replies

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    3 years ago

    Hiya Greenskulllord, we see you are having trouble viewing VR media on your mobile app. Being unable to view your videos can take the fun out of enjoying VR to the fullest, and we want to do all that we can to help you figure out this video issue!

     

    Seeing as the video is not loading properly, here are some details to keep in mind:

    • Make sure the headset and mobile app are both on the same 5 GHz Wi-Fi.
    • For VR photos and videos to sync, the headset needs to be on and idle.
    • The sync will fail if you open another app, if the headset disconnects from Wi-Fi, or if the headset turns off.
    • Larger files can take longer to sync. VR videos over a minute long need to be individually synced from VR.
    • Videos over 1mb can't be synced and must be transferred using a cabled connection.

     

    If your video is under 1mb and you are still having this issue, please let us know, we'll be happy to look into this for you!

    • That1BumShawn's avatar
      That1BumShawn
      Honored Guest
      2 years ago

      Hello oculus I seem to be having the same issue all of my videos are synced to my mobile app however the app itself won’t let me view or download any videos I recorded however it’ll let me view and down load 1 or 2 and the stop working and every time I try to down load the videos it gives me a prompt saying “download unsuccessful” is there anything you guys can do to help.

    • dastupidnoob21's avatar
      dastupidnoob21
      Honored Guest
      2 years ago

      I still can’t get my videos load that longer than minute and that stops me from downloading 

    • Foxz0's avatar
      Foxz0
      Honored Guest
      2 years ago

      I'm having the same issue my videos keep saying downloading yet they never do and i cant share them through the mobile oculus app. yes it's connected to the same internet, yes it's good connection, yes everything is on the most recent update. Everyone is having this problem and it's been a long time and there are no changes this needs to be fixed

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    3 years ago

    Hiya hiya! We're just moseying on over to see if you are still in need of assistance. If so, please don't hesitate to let us know. Thank you!

    • Greenskulllord's avatar
      Greenskulllord
      Honored Guest
      3 years ago

      Yes I do need assistance as the other methods have not worked. Idk why it's doing it and I don't know how to fix it

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        3 years ago

        Hey again, Greenskulllord! Thank you for reaching back out to us regarding this matter; we know how important it is to get this resolved. So that we can look into this for you, can you let us know if the size of the video you are trying to play or download is lower or higher than 1 MB?

         

        We look forward to your response! 

    • Billybob47862's avatar
      Billybob47862
      Honored Guest
      2 years ago

      I am not able to download my video for my the app it is 1gigabyte and I have enough storage on my phone it shows a WiFi with an “!” In it can you please help me

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        2 years ago

        Hey there, Billybob47862! You certainly shouldn't have to continue without being able to fully benefit from this feature in your Meta Quest mobile app, so we'd love to assist further! To clarify, have you been able to try those previous steps we've recommended in this thread? Also, is your headset and Meta Quest mobile app updated to the latest software version. To update your headset, please use these steps. Lastly, so we don't repeat any, what all troubleshooting steps have you already tried? Keep us updated and we can continue from there!

  • j3017's avatar
    j3017
    Honored Guest
    3 years ago

    I can’t download or watch my oculus videos. How do you fix this? Also my video is 10 minutes long.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      3 years ago

      Hey there j3017! We noticed you were having issues downloading and watching your videos on your device, and wanted to jump in to make sure you get the assistance you need. 

       

      Just to ensure we provide the best help possible, we do have a few questions for clarification:

       

      • Which device are you currently using (e.g. Quest, Quest 2, Quest Pro)?
      • Have you been able to download videos of this length before?
      • If so, when was the last time you were able to do this successfully?
      • Is it giving you any error messages?
      • If you are receiving error messages, what do they say?
      • Is your device fully updated?

      We look forward to working together on this!

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      3 years ago

      Hey there j3017 ! We were just dropping in to see how things were going. We wanted to let you know that we are here for you if you still need us, and want to ensure you get the assistance you need. 

      If you are still experiencing this issue, please respond to the previously posted questions and we will be more than happy to assist you further! 

      • nick.311694's avatar
        nick.311694
        Honored Guest
        3 years ago

        it’s not letting me watch the video that is 9 minutes long and it’s has a no Wi-Fi signal on it

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey there, everyone! We understand that you all are having issues downloading and playing videos. We know that this is probably taking valuable time away from you all, so we'd love to assist. We're going to provide some troubleshooting for all of you below.

       

      • Uninstall and reinstall the app.
      • Try downloading or playing a video on either your mobile data or another network.

      Once you guys have completed that, please let us know if you need further assistance or if your issue is resolved. Thank you all for your patience. We're looking forward to your responses.

      • Ike_Tunes's avatar
        Ike_Tunes
        Honored Guest
        2 years ago

        I have tried both of these and I still can't view or save videos over 8 minutes

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey again, everyone. We wanted to follow up with you and see if you still need assistance with your video issue?! We will be patiently waiting for your response and hope to get you back on track!
       

      • CamMan0805's avatar
        CamMan0805
        Honored Guest
        2 years ago

        I am having the same issue. What do I need to do if it over 1mb? How do I sync with a cord?

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey guys! Thank you all for your patience. We'd love it if you could send us a PM so that we can further assist you all! Please select our name to get to our profile page, or click Here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We're looking forward to getting all of your PM's and getting to assist all of you!

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      2 years ago

      Hey everyone, thank you for sharing with us. We know how important this issue is. We wanted to have you perform a factory reset on the device to see if this fixes the issue. Please follow the link we have shared here for those steps. If you still need assistance after performing a factory reset, we recommend you send us a private message. To do so, please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message. We hope to hear back from you as soon as possible.
       

  • AReallyMuddyFox's avatar
    AReallyMuddyFox
    Honored Guest
    2 years ago

    hey my issue is even when everything is synced i cant view or download it it shows that my WIFI connection is bad but it isn't, i have done everything you have said (Meta support) except factory resetting it because i simply don't want to lose everything and also the problem isn't on the oculus app 

     

    I'm on a quest 2 and i have not been able to view any videos before

  • Cascade_ranger's avatar
    Cascade_ranger
    Honored Guest
    2 years ago

    I'm having the same problem. I have a Meta 3, newly purchased, all the latest versions of the software loaded. I have a video in my Meta gallery that I want to send to my laptop or phone so that I can edit it and share it as I wish. On my Meta app, I get the wireless icon with the ! symbol through it when I try to share it. I have no issues with my wireless, everything is top notch and totally connected all the time. So, all evidence to say that the issue is not on my side.

    I note that you say that videos greater than 1 Mb will not synch. There are two issues with this comment, one being that there is no way to see the video size on the Meta App, as far as I am aware. If there is a way to see the file size, please advise how to see it.

    Secondly, I can't imagine anyone making a video that's under 1 Mb. If this is a true comment, seems to me that everyone's problem is because a normal video of between 3 and 10 minutes is going to be way bigger than 1 Mb. I can't see why you would want to limit the file size to transfer a video, especially when users sharing videos of what they are doing on Meta VR is incredible free advertising. I also don't want to share unedited video straight to facebook. I want to edit the video first and share it via text as well. 

    Would be fabulous if you could respond to these points in this forum so that others can see your response and learn something, rather than sending a PM to just me. Thank you!

  • TheAntiSocializer's avatar
    TheAntiSocializer
    Retired Support
    2 years ago

    Hey everyone! I wanted to jump in here to provide some direction if not already. 

    It looks like the best course of action now would be to submit a bug report which will go straight to the engineers for review if you're unable to download/share your videos. You can do this through a couple ways, the first being the headset/mobile app and the next being the PC app. 

    Clear and concise reports will make it easier for them to pinpoint the issue and work on it.

    • Lilg3913's avatar
      Lilg3913
      Honored Guest
      10 months ago

      My videos aren't working on the quest app and I can't send it to anything and it won't save or download and I don't know what's going on can you please help me with my problem

      • MetaStoreHelp's avatar
        MetaStoreHelp
        Community Manager
        10 months ago

        Hi there, thank you for sharing this with us. We understand that you are having issues with your Meta app does not save or download the videos. 

        • Uninstall and reinstall the app.
        • Try downloading or playing a video on either your mobile data or another network.

        Please also make sure your phone software is up to date, your Meta Quest software is up to date, and your phone is currently compatible with Meta Quest. There might be also a chance that the specific videos may be too large to download from your app. What we can highly recommend, if you are able to, is transferring those videos from your Meta Quest headset directly to a PC to access them there.

         

        Please also check if the files are saved without the spaces and need to be replaced with the underscores, so the Meta Quest 3 can recognise the files. 

         

        Please try these suggestions and let us know if these can help with your issues. If you need any further support, please send us a DM so we can assist you further. Please select our name to get to our profile page, or click here. Next, click "Send a Message" to privately message us! Please remember, you must be signed into the community first to send us a private message.

  • lovkodron's avatar
    lovkodron
    Honored Guest
    2 years ago

    I had a similar problem - my videos wouldn't play. Here's a solution that for some reason Meta specialists never say - Quest 3 doesn't understand whitespace, so you can't use spaces in the name of the files, they need to be replaced with underscores. I hope this helps. And specialists from Meta should not be bombarded with questions, such as - do you still need help, but be really aware of how their headset works.