Workrooms not working on some Quest 2s

Hi there hwangarang,

We came across your post and we see that some of your co-workers are having an issue with the Workrooms app.

So that our engineers are made aware of the problem, could you please create a bug report and include as much detail as possible. To create a bug report you can do the following.

To report a bug from your Meta Quest.

1. Press Meta button or Oculus button on your right Touch controller to open the universal menu.
2. Select the clock on the left-hand side of the universal menu to open Quick settings.
3. Select Report problem.
4. Select Include or Don't include to add complete logs and diagnostics.
5. Follow the instructions to submit your report.

You can also quickly press the Meta button/ Oculus button on your right Touch controller five times in a row to open the bug report tool.

I have the same problem, still don't know how to fix this

Got an update.  I think I've narrowed down the problem to be related to the Meta account that's on the device.

 I performed a factory reset on one of devices that I set up with a generic account that I manage. After the reset, I setup the device with my personal account. I downloaded the Workrooms app and it worked as expected.

This seems to indicate it is not a hardware issue or software issue. Additionally, this also suggests the issue is not related to the OS version.  Even when running Workrooms on a device using v79 of the OS, Workrooms run as expected.

Based on what I've observed, I feel like the issue must have something to do with the account that was used to set up the devices with.  Is this a known issue?

Okay, got another update.  This is not an issue that's related to the device or the account.  We've now encountered this issue on the Quest 2 and the Quest Pro across all different types of accounts, personal and organizational accounts.  The single common thread I'm seeing is that this affects new accounts that were created at a certain point in time.  Meta accounts created prior to this point in time seems to work, while accounts created after this point has this problem of the app launching into a black screen.  This seems like a Meta backend issue.  I hope Meta staff sees this and investigates.  This is really impacting our work progress at my institution.

Final update. We have figured out the issue and developed a workaround. Meta still needs to provide a permanent fix, but at least we can get it to work. What we've determined is that when a new account downloads the Workrooms app, it does not automatically create a Workrooms account. This is why when we initially launch the app, it just hangs at a black screen. It appears the app is pinging the Workrooms server looking for a corresponding account.

The workaround is this: If the user goes to https://workrooms.workplace.com/ from a web browser and logs in with the new account, it then creates the Workrooms account. If the user goes back into the headset and launches the Workrooms app, it will then fully launch normally. I think something was changed on the back end. I would assume whenever a user downloads the app, an account in Workrooms should automatically be created if it's a new account. What makes this issue worse is that there is no dialog box that instructs the user to log into a browser to create the necessary initial account. Instead, the app just hangs at a black screen. Meta developers, please fix this soon!