Question about Meta UI and returning to app

Hello, 

I am reaching out on behalf of one of our clients, who has reported the following:

While running our application, their users may occasionally press the Meta button, which invokes the Meta UI and temporarily makes it so they cannot interact with our application until the Meta UI is closed out of. This part makes perfect sense.

However, the issue is that they have reported difficulty in closing out the Meta UI and returning back to our application. Normally, users can either press the Meta button again (or press the 'Resume' button while the Meta UI is overlayed) to return back to the application. In our client's case, they state that they have to press the Meta button / press the 'Resume' button multiple times before the Meta UI finally responds to the action and closes out, returning to the application.

In their troubleshooting, they could not find any consistent pattern that would indicate a condition that triggers this. For instance:

• They are using Quest 3 headsets
• Some of them are on Shared Mode or Kiosk Mode, while others are not 
• Some of them are on an MDM solution while others are not
• The controllers do not have any noticeable debris on them and are regularly cleaned with approved electronic sanitization products (i.e. low moisture wipes and set to dry in a UV cart, not using any sprays)
• The controller batteries are also regularly charged before any session of our application is run
• Tracking frequency on controllers is set to 'auto'

*Especially for the 2nd and 3rd point listed above about Shared/Kiosk Mode and MDM solution - it does not matter whether these headsets have these enabled. The issue occurs on headsets that have these enabled as well as those in which these are not applicable.

Can you kindly please suggest additional troubleshooting suggestions that our client can try, as this issue is significantly impacting their use of the application?

Thank you, and please let me know if there are additional details I can share.