Forum Discussion

Carguycr's avatar
Carguycr
Honored Guest
1 year ago

App Library Grayed Out, and other issues

Hi, I'm writing here on hopes that I can finally get some help.

I've been a user since the Rift and now it was time to change my Quest 2 for a Quest 3, 

When I load my Quest 3 the app library looks good for a fraction of a second then it is grayed out and I can't select any apps.

See Video: https://youtube.com/shorts/pwWmA8KCofw

I am also having problems connecting to the Meta Quest Developer Hub, and if I manage to connect, installing an apk file shows as a success but then the app is nowhere to be found.

The connection to the headset on the app is spotty, I can open up device settings sometimes, and sometimes I can't or I have to manually pair the iPhone to the Quest which seems to help.

I have tried so far:

  • Factory resets
  • Changing the horizon meta app to another device
  • Logging out of horizon meta app
  • Deleting all traces of the Quest 2 from meta app
  • Using other user profiles (fixes the app library issue but its not a real solution as I need my main user)
  • Hard resets
  • Downloading apps through the headset and the app and launching them
  • Made sure they are on the same network and band

This is really frustrating please help me or connect me to someone knowledgeable. The agents don't know what to do and cut my chat sessions and I have to start over and over again with another agent. Same through email after troubleshooting with someone, someone else comes in and asks about my account details again to start over.

Beyond frustrating.... I need this for my work everyday.

 

Thanks 

Meta Quest 3

36 Replies

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hey there Carguycr,

       

      Thanks for providing that video - the problem is pretty clear. You can't interact with any of your apps.

       

      You mentioned you recently updated to a Quest 3 - assuming this problem didn't occur with your previous headsets? When did the issue begin? It sounds like this is new to your new headset, but just making sure.

       

      While the customer support team you're speaking to currently can't support issues with the Developer Hub, we would be happy to point you towards the Developer Support Center.

       

      Please give us a moment to review our available information on your app issue.

      • Carguycr's avatar
        Carguycr
        Honored Guest
        1 year ago

        Thank you, the problem, started right of the box I activated it last night, the Quest 2 was fine. I was first attempting to solve the issue with the App Library not working before contacting the Developer Support Center but sadly every agent has left me hanging so far.

        Thanks for your speedy response, I have a suspicion this is account related.

  • Goretto's avatar
    Goretto
    Explorer
    1 year ago

    So what was the solution? I am facing the exact same issue.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hey!

       

      We understand that the apps in your library seem to be greyed out.

      Can we ask that you check you don't have developer mode enabled, also a hard reboot of the headset may help in some cases:

      1. Hold down the power button and volume down button for 30 seconds until you hear the boot-up sound
      2. If the boot-up sound is not heard:
        1. Hold the power and volume (-) button down simultaneously until the boot screen loads on your headset.
        2. Use the volume buttons on your headset to highlight "Boot Device" and press the power button.
        3. Use the volume buttons on your headset to highlight Yes and press the power button.

      If this issue is persisting, please contact us via private message so we can look into this for you, Click here: https://metaque.st/CommunitySupport. 

      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.

  • Goretto's avatar
    Goretto
    Explorer
    1 year ago

    I would like to add some information on this:
    I did hard reboot, hard reset, etc. On instructions from Meta support on Whatsapp (they genuinely are trying to help). None of it works.

    Yes I have developper mode, I tried turning it on and off on both headset and phone, but no success.

    OP did also post on reddit, here's the link: https://www.reddit.com/r/OculusQuest/comments/1gbmqsr/quest_3_library_grayed_out/

    One suggestion was:

    Ty factory resets didn’t help but a new account does work. I then added my original account as a second profile and that seems like a work around for the time being.

    So what I did was the opposite, I was already logged into my main account on the headset, so I created a new account and added it as a second profile. Once I load the second profile, I can see that the library works there. But when I switch back to my main account profile, the library does not work.

    So this seems to be account related.

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hi!

       

      That's definitely interesting and we want to look into this issue more so we can find a way to resolve this for you.

       

      Can we ask that you send us a private message as we cannot gather account information publicly?

      Once we get this information we will have a look at your account and try to cross reference with how these other cases were dealt with!

    • Carguycr's avatar
      Carguycr
      Honored Guest
      1 year ago

      This is what I did first.

      Then I had to factory reset and create a new account on the app (also register as developer again because I need that functionality) and when I was in I was able to add my main account as a secondary user. This is how I am using it now you can do it as a work around. For me it is not ideal but it's working.

  • Belerian1982's avatar
    Belerian1982
    Honored Guest
    1 year ago
    I am experiencing the same issue.
     
    I upgraded from 3S to Quest 3, and in the new headset, the library appears grayed out. I tried a factory reset and other solutions.
     
     read in some places that version72 fixes this issue, but due to the known issues with bricking, that version was disabled and I received version 71 when I started my new headset today. It is also risky to update to version 72 at this moment. Is there any workaround?

     

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hi guys!

       

      Please select our name to get to our profile page, or click here: https://metaque.st/CommunitySupport. 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.

      • Marcelolucky's avatar
        Marcelolucky
        Explorer
        1 year ago

        I watched his youtube video and I have the exactly same issue right now.

        Looks like there is no fix, and I am thinking its a account problem because everything else is working perfectly.

         

        I just can’t interact with my library and its annoying…

        Meta could give us a giftcard or something else for that headache

         

  • Marcelolucky's avatar
    Marcelolucky
    Explorer
    1 year ago

    Omg i found the solution lol

    Just download anything using your smarthphone Meta Horizon App

    The Meta Quest is going to request you to SYNC

    Yeah! THIS IS THE PROBLEM! SYNC!!!

    • Goretto's avatar
      Goretto
      Explorer
      1 year ago

      Wow, well done! Thanks for sharing!

    • Belerian1982's avatar
      Belerian1982
      Honored Guest
      1 year ago

      I attempted to replicate using the Meta Horizon App, but I never receive the sync request. The app begins downloading in the headset; I see the icon and the download percentage in the grayed-out library, but it remains grayed out and no sync request appears.

       

      • Choleni's avatar
        Choleni
        MVP
        1 year ago

        Maybe log out and back in again to the Meta Horizon app to refresh all? Have you tried that?

  • Saishiro's avatar
    Saishiro
    Honored Guest
    1 year ago

    Fixed mine. Here's what I did.
    -open Library(Greyed) on quest.
    -using your Phone app. download one that's from your library and a New one from Store. 
    -While downloading. close the Library (Quest).
    -Reopen Library. 
    -A window that want's you to redownload previous downloads will pop-up. (you can skip it or download. up to you)
    -Close it. 
    -Done. Library should be accessible again. 

    Hope this fixes yours too.

  • sK.kandaZ's avatar
    sK.kandaZ
    Honored Guest
    1 year ago

    didnt work also,we need update to many days with a payed device that cant be used,we need be rewarded for this

    • MetaStoreHelp's avatar
      MetaStoreHelp
      Community Manager
      1 year ago

      Hi sK.kandaZ

       

      Thank you for making us aware of this problem.  Please contact us via Private Message so we can collect more information and get this resolved for you.

      In order to Private Message us, all you need to do is select our name to get to our profile page, or click here.

       

      Next, click "Send a Message" to privately message us! Please remember that you must be signed in to the community first to send us a private message. 

       

      We look forward to hearing from you!

  • eveningmojito's avatar
    eveningmojito
    Honored Guest
    1 year ago

    Samw problem here, tried installing old and new app from the mobile phone app but no popup appears, tried also logging in a meta horizon world.. nope still grey library

    • Kraven54's avatar
      Kraven54
      Explorer
      1 year ago

      I talked to meta support for an hour but couldn't help. I can't use it until new update only with other account but that's not optimal for me

  • sK.kandaZ's avatar
    sK.kandaZ
    Honored Guest
    1 year ago

    the solution for now,(its wat im doing now to be able to use apps) is open the apps using meta horizon app on phone,cuz on quest 3 its grayed always