Other Troubleshooting

Hello,I reached out to the support team, I tried the basic tech support suggestions, turning my meta quest off and back on again, making sure it was up to date, I even reset the whole headset to factory default… nothing has worked,My suggestion/purpose for outreach is that, I want to be able to delete apps from my library, and remove them from my ownership. This should be a feature by default, but it does not appear to be the case. Meta support was not able to help and their instructions did not yield any helpful results.I shouldn’t have to have an App Library cluttered with apps that I don’t use. It should be sleek and clean and filled only with the apps that I’ve tried and actually want to keep, and no the option to “hide” an app doesn’t satisfy me. Hiding means it’s still there, but just in a different category… and that’s not enough.Some apps are bad and it frustrates me to have to see them in my App Library. iPhones allow you to delete content. Any other electronic device has the

Hi - simple question, but how do I change my kids' age through the Family Centre? I have tried, but it keeps telling me something went wrong and to contact support, which I also can't figure out. Seems unnecessarily difficult to do really simple things.

My son was having issues getting his quest 3 to come on. It would sit on a black screen after the splash screen. I tried to reboot it several times and it did it every time. I then tried to perform a factory reset but when I restart the headset, the problem continues. I tried to use the update tool as well but it wouldn't connect to my computer, I believe because it is not the original USB-C cord.

Hey,I'm in a crazy 2FA loop with my meta account (original email, still have access, did account recovery, have facebook account access). Trying to recover my library on Quest 2, but I can't seem to get into the Meta account whatever I do. Keeps redirecting me to this one.Any help would be super appreciated, and I don't know where to go. The Support system refuses to take my Quest 2 serial number, and they can't find my email either.Any ideas?Thanks!

The app itself does the download part but when it come to installing the app it stops and tells me theres a problem, it tells me to restart my pc if that fails then ask for support. i tried restarting it twice, i tried deleting all data and reinstalling it and i get the same outcome. 

It has downloaded about a gigabyte of installation files.Getting to about 10-15% it stops and says "try restarting and doing setup again". Of course, this doesn't work. It started alongside the Unable-to-start-Link problems.Also, BitDefender "detected" a bunch of items under C:\Program Files\Oculus and blocked them. I added C:\Program Files\Oculus and C:\Program Files\Meta Horizon\ to BitDefender exceptions. But lo and behold, the stupid thing won't accept restoring OVRServer exe files, it won't let anything get added to the Advanced Threat Defense exception list! 

Hi, I have a question regarding the Meta Quest 3S glasses spacer. I was using a Quest 3S device provided by my university for a class, and I recently realized that the glasses spacer is missing.Since the device has already been returned, I no longer have access to the serial number or purchase details. I wanted to ask if there’s any way to obtain a replacement glasses spacer separately, or if anyone knows where I could purchase one officially.I’d really appreciate any advice or help. Thank you!

I had left my headset to charge overnight same with controllers and the next day it was green but wouldn’t turn on. It also says on my app that it’s still in red but the headset shows green. I have left it to charge for another day or so and now it just won’t turn on. I held the power button for 10,15,20, and even 30 seconds to see if it would turn on but no luck. I’ll leave it be for now and see if it changes. Any one else had this issue? Meta Quest Pro 

This issue remains unresolved.I have an active Meta Horizon account restriction preventing access and purchases. A case was opened with Meta Horizon and was closed as resolved, yet the restriction is still active.I had not used this account in over 6 months prior to this issue.This has been documented across 32 emails to date since April 15, including screenshots and repeated verification. I have already submitted the required appeal. Being repeatedly told to submit another appeal is not a resolution.I continue to be redirected between META SUPPORT and META HORIZON and none of my questions have been directly answered.Closing a case as resolved while the restriction remains active is misleading and unacceptable. This restriction is actively blocking normal use of the platform, including purchases.Why was this case that was opened with META HORIZON closed as resolved? What is the actual status of the appeal that was already submitted?

My headset had a few problems and suddenly the sensor on the headset doesnt work so i factory reset my headset so then im stuck but if i go on my phone i can just do the startup from there so i need to have casting on to prevent the sensor from working and i have to use startupBut the the final problem after i click the confirm button on the “Please make sure your seated during setup” the menu closes and doesnt reopen trapping me in the startup area with nothing i have tried tofactory resetchange accountsusb update Hard bootwait on sed menu for a long timeAnd NO im not spending any money on a new headset i just want a solution with the stuff i have. 

Hello, my there is no audio coming through for Rick and Morty VR but there is for normal steam. I have tried everything from reinstalling steam, steamvr, updating drivers, restarting everything, changing audio output, changing the output to steam vr. Please help me.

The little plastic bar that holds the strap on my quest 3s has broken off and now I can’t find the bar. does anyone have any suggestions? My device has been out of warranty for almost a year.I’ve tried contacting meta support but there’s no category for what I need to get help for

J’ai un Meta Quest 3S qui fonctionnait normalement jusqu’à récemment. Après une mise à jour et une utilisation le même jour, le casque ne s’allume plus.Depuis ce matin :aucune LED ne s’allume, même en chargeaucun affichageaucun sonJ’ai déjà essayé :maintien du bouton power plusieurs secondescombinaison power + boutons volumecharge prolongée (plusieurs minutes / avec différents câbles et chargeurs fonctionnels sur d’autres appareils)changement de câble USB-CMalgré ces tests, le casque ne réagit absolument pas.

Well, headset just updated to v59. The option for "MTP Notification" is enabled but no notification appears when connecting USB (official Link cable). MTP can be established with ADB commands at which time file transfers via Windows UI is possible.Of course Meta's response will be to do a factory reset. These have always been a complete waste of time and solved nothing.

i have reinstalled the software, factory reset, and checked the proximity sensor but nothing changed. fully charging it also does nothing 

Hi,I'm trying to pair Quest 1 glasses, but i'm stuck at safety video. Video is playing normally, but the titles below it are not highlighted as the video progresses. So when video is at the end there is no continue button and the video starts from beginning. Tried a few older versions of Meta Horizon, but they didn't solve the problem either. Operatin system Android 16. Has anyone encountered a similiar problem?

Device: Meta Quest 3App: Meta Horizon HyperscapeIssue Description:Since the first day I got my Quest 3, I have never been able to successfully load into any environment in Hyperscape.​When I select a world (either a featured official world like "Gordon Ramsay's kitchen" or my own scanned world), it gets stuck on the purple "starry tunnel" loading screen indefinitely.​The loading dots keep animating, but the environment never renders.​I have tried waiting for several minutes, but eventually, I have to quit to the home menu.​This happens to BOTH official featured worlds and my personal scans. Troubleshooting done:​1.Restarted the headset multiple times.​2.Reinstalled the app.​3.Tested on different Wi-Fi bands.(Note: My network can access other Meta services and the Store without issues.) Did anyone encountered this problem? I already update hyperscape and system to the latest version, but still doesn't work. And I also have enough storage space.

Hi, sorry if this has been answered elsewhere. Meta has emailed me to say that my age needs to be verified on my account because it appears as though a child is using the account. My son (10) set up his own account and has been using the headset, I never use it. The instructions are so confusing. How do I do this?I have now set up my own account - so how do I become the primary account and join his account in the Family Center? The only thing I can find is that I have to factory reset his headset, then log in with my profile, and then I can add his profile from there? He doesn’t want me to factory reset because apparently he will lose progress on his games?Please does anyone have any clear, simple instructions on how to make sure I am the primary account, he is the secondary account, which I can manage? Thanks 

GraphQL operation responded with error 1675030: Error performing query. (Operation: useMDCAppStoreV2PurchaseFreeOfferMutation)Happening on several cross-buy games when trying to claim the free PCVR version after owning the Quest version (same account). Non-cross-buy purchases/claims work fine.Examples:https://www.meta.com/en-gb/experiences/pcvr/drop-dead/1091604990907791/ https://www.meta.com/en-gb/experiences/pcvr/fail-factory/2021788751258719/ https://www.meta.com/en-gb/experiences/pcvr/raccoon-lagoon/1714408811965644/ https://www.meta.com/en-gb/experiences/pcvr/shadow-point/2175239282518665/ https://www.meta.com/en-gb/experiences/pcvr/vader-immortal-episode-i/2031736060288351/ https://www.meta.com/en-gb/experiences/pcvr/vader-immortal-episode-ii/2734683026604050/ https://www.meta.com/en-gb/experiences/pcvr/vader-immortal-episode-iii/2317961328270454/xFBDebug headers from one attempt:0: "gQBiuJIj4F1XVXueM43fv+WxZM6Sln54kxjAc6BaCyPJAteCN2sI2kBWX9I6olKzatr

Hello,I'm primarily a PCVR user and got two titles to get with cross buy ("Shadow Point" and "Raccoon Lagoon").Tried getting them with cross buy from Link app and getting "Purchase Failed / Error performing query." error.Addressed support on 18th February (ticket #09211349). It's been almost 2 months and nothing changed.My concerns are:1. It's a global issue that happened after winter Link app overhaul. Has anyone managed to cross buy PCVR titles?!2. Supports are not doing anything and just hoping the ticket will be closed. Is there a way to escalate the ticket? Two months is quite long time to resolve an issue. Also they provide generic responses like "we are working on the ticket, please wait".Kind regards,Alex.

I only use wired connection with meta. the terrible developer of the link sofware, made by fools have ruined my entire headset as i cant connect it to me pc at all. reinstalled everything, had to use ALVR, and still some games I bought will not work using steam. [deleted]

After the April 22 update on my Meta Quest 3, the Window Controls Menu freezes in Passthrough mode.When I open the menu from a window, it appears as a ghost overlay and cannot be selected or dismissed. Controllers and hand tracking do not interact with it. If I open the menu from another window, the frozen overlay moves to the new position but remains unusable.This means whenever I want to use window control features such as curved screen mode, Focus Mode, brightness adjustment, or other window options, I cannot do so because the menu immediately freezes and remains stuck on the screen once opened.This issue only occurs in Passthrough mode. In virtual environments, the problem does not occur.Please investigate this bug.

So basically I just started up my headset, it started up normally up until the passthrough appeared, every few seconds it would stop capturing and keep going in the direction the headset's tracking was going, stretching before it then begin capturing again, it then tried to boot the main launcher which failed each time, each time it failed the screen went black, still on though.I tried to see if a factory reset would fix it but no, that failed and it kept doing that thing now with the starting screen thing, it required the controllers so I grabbed those and started them, each time the screen did that going black thing the controllers disconnected and reconnected.I did try to use the online updater but it said my headset was 'unsupported'.I'm not sure what do to really, I tried to look it up but I kept getting results for different issues.I sure do hope it's just a software issue cause it was working fine last night.(another thing I forgot to mention is that I did have it plugged in to

I've been noticing lately that my hands will just suddenly become stiff if I stretch, grab something in VRChat or when I'm trying to  grab something on a current model  I'm wearing.Its becoming increasingly worrisome that I can't even grab things on certain models that you can actively grabbedNow I'm in a well lit room, my radius is lined by my room so plenty of space.  I just don't know what it is, please someone help.

Used my headset a few weeks ago, everything was fine. Turned it on today, had an update. Did the update, now stuck on meta logo spinning, then straight to black backlit screen. Restarting does nothing, power and volume down to boot menu doesn't change anything. Thanks for deliberately and maliciously breaking my property, meta. I really appreciate it.