Forum Discussion

taco.grande.2022's avatar
taco.grande.2022
Explorer
1 year ago
Solved

(Resolved) Meta Quest mobile app disables Oculus Go. Setup stucks at "Health and Safety".

Update March 27th: The build 260 is available.
https://apps.apple.com/us/app/meta-quest/id1366478176

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Update March 25th: Meta Store support told me that the latest mobile app Version 259 was released with a fix to resolve the issues described in this thread. So, the resolution was given officially. Thank you Meta for the fix, and thanks everyone in this thread as your voices indicated how this issue was significant. 😄

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During setup of Oculus Go by Meta Quest for iOS Version 257.0.0.9.106, I could not play "Health and safety" video, although I pressed "Watch Video" button. As a result, I cannot complete setup my Oculus Go. How do I proceed with the next steps? I also tried the setup by Meta Quest for Android, but the symptom is all the same.  Version 258.0.0.9.109 released on Marth 13th also show the same symptoms. Still the setup fails and the headset becomes useless.

 

I can click "Continue" button. But all the three links are inactive.  

 

 

As the video never starts, I cannot complete the setup. My headset becomes a photoviewer of single image prompting me to grab smartphone.

Android
App (Mobile)
Headset
ios
Oculus
Oculus Go
Store
stuck
video
  • bhuva's avatar
    bhuva
    1 year ago

    Please factory reset and try again. I just tried it. Someone at meta is a kind soul. Cheers.

143 Replies

  • olllo's avatar
    olllo
    Honored Guest
    1 year ago

    Starting to think there are no devs working at meta anymore.

  • sprinkleZ85's avatar
    sprinkleZ85
    Honored Guest
    1 year ago

    Same here. I dusted off my old quest to day forgot the pattern. I don't remember my old account login. I thought "no big deal, I will just factory reset it." And I start setting it up and get to the WIFI login page and enter my WIFI password. I look in the go and it says I am connected to my WiFi but my phone wants me to login again. I do this 4-5 times and eventual get to the next step. Then i get to the Health & Safety page and get stuck

    here is a video: https://www.youtube.com/watch?v=oo1is2FBd3o

  • MetaStoreHelp's avatar
    MetaStoreHelp
    Community Manager
    1 year ago

    Hello everyone! We understand that being stuck on a video and unable to finish setting up your device is not ideal, so we would love to offer you support to the best of our abilities. 

    Can you please try to factory reset your device, and if you have already tried it again, see if it will do the trick for you? If, after a factory rest, you continue to get stuck on the "Health and Safety" video, please don't hesitate to reach out to us so we can continue to look into that for you.

    Let us know how it goes, and we can't wait to hear from you soon!

    • amerbs's avatar
      amerbs
      Protege
      1 year ago

      I've gotten to Health and Safety 3-4 times. I'll try it again

    • taco.grande.2022's avatar
      taco.grande.2022
      Explorer
      1 year ago

      I have already contacted your support team, and I was asked to do so, factory reset and re-installation of the mobile app. Although I followed the instruction, it does not help at all.

    • pugs.dhp.odp's avatar
      pugs.dhp.odp
      Honored Guest
      1 year ago

      Hello MetaQuestSupport - Community Manager. Thanks for picking this up. I have completed the Factory Reset several times with same result. I have deleted Meta App on iphone and reloaded twice, same result. Frustrating thing is Oculus Headset is connecting ready to go, its the iPhone App that is not completing the setup. Is it possible the link to the Health and Safety Video is lost or corrupt?

      Anything you can do to get us back on line is greatly appreciated.

      • VR.TOUR.360's avatar
        VR.TOUR.360
        Honored Guest
        1 year ago

        Hello everyone,

         

        after the latest Meta Quest app update, I can no longer configure my Oculus Go.

        When I reach the security video display, everything freezes.

        Do you have a solution? Has this happened to any of you?

         

        Thank you very much.

  • amerbs's avatar
    amerbs
    Protege
    1 year ago

    Mine worked flawlessly for 5 years. I've gotten to the Health and safety page 6-7 times now

  • RichWhite's avatar
    RichWhite
    Honored Guest
    1 year ago

    Same issue … factory reset a few times … reinstalled the app a few times …. Keeps getting stuck at health and safety video.

  • liam515515's avatar
    liam515515
    Honored Guest
    1 year ago

    ditto issue, spent an hour with support on chat - ZERO help. I'm honestly thinking never buying a meta vr again. 

    I think the meta hardware is excellent but the software is so incredibly bad for one of the biggest companies on earth. 

    I've had to factory reset because I got a new phone, so can't pair a new controller

    I've had to factory reset because it got stuck on the boot screen, wouldn't shut down or turn on

    Had my headset replaced by support because it got stuck booting (😅😅) and I couldn't reset 

    here is my last post about the go:

    https://communityforums.atmeta.com/t5/Get-Help/Oculus-Go-Setup-Can-t-play-video-on-the-Meta-Quest-mobile-app/m-p/1166760/highlight/true#M284958

  • moto93's avatar
    moto93
    Explorer
    1 year ago

    same issue. can’t they just allow us to skip video and go directly to next step or something. this sucks. 

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