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tacogrande2022
Participant
March 9, 2024
Solved

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

  • March 9, 2024
  • 148 replies
  • 45022 views

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.

    Best answer by bhuva

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

    148 replies

    olllo
    New Participant
    March 10, 2024

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

      amerbs
      Participant
      March 10, 2024

      Same problem here since yesterday.  

        alowha
        New Participant
        March 16, 2024

        I found an older version of the software that works version 245

        The health and safety video works once downloaded and installed go to Devices Manage your devices connect to your headset by making sure your cell phone and headset wifi are on and connected...then click on finish setup and continue...
         
          Jollymon
          New Participant
          March 17, 2024

          YES!!  245 from Dec. 19, 2023 worked for me.  Thank you alowha!

          sprinkleZ85
          New Participant
          March 11, 2024

          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
            MetaStoreHelp
            Community Manager
            March 11, 2024

            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!

            If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
            amerbs
            Participant
            March 11, 2024

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

            amerbs
            Participant
            March 12, 2024

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

              RichWhite
              New Participant
              March 12, 2024

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

                liam515515
                New Participant
                March 12, 2024

                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

                  davidverriere
                  Inspiring
                  March 12, 2024

                  Same bug here, factory reset and reinstall app does not work ....

                   

                  -- CTO @ feelu.fr
                    SilverJav
                    New Participant
                    March 12, 2024

                    Also having this problem after a factory reset.

                    moto93
                    New Participant
                    March 13, 2024

                    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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