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

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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.

TheAntiSocializerAnswer

Honored Contributor

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.

Sometimes it's okay to be a little Bing Chilling

MetaStoreHelp

Community Manager

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!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

T

That1BumShawn

New Participant

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.

MetaStoreHelp

Community Manager

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!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

G

GreenskulllordAuthor

New Participant

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

Community Manager

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!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

J

j3017

Participant

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

MetaStoreHelp

Community Manager

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!

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

M

MaddyxandRyder

New Participant

Same

M

MaddyxandRyder

New Participant

Me to

MetaStoreHelp

Community Manager

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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

I

IkeTunes

New Participant

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

N

Noahthebeast2

New Participant

The 2 one

MetaStoreHelp

Community Manager

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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

A

AReallyMuddyFox

New Participant

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

C

Cascaderanger

New Participant

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!

TheAntiSocializerAnswer

Honored Contributor

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.

Sometimes it's okay to be a little Bing Chilling

L

Lilg3913

New Participant

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

Community Manager

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.

If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

L

lovkodron

New Participant

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.

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