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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
  • 45024 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

    Show previous replies
    MixlasMichigan
    New Participant
    April 22, 2025

    Does anyone know the current fix for this?  Now with the latest version of 315.0 it is doing it again.  I am trying to let my grandson use my old one for fun and I can't load it.  Please help.

    Choleni
    Choleni
    Honored Contributor
    April 22, 2025

    Hi Mixlas_Michigan 🙂

    you need an older version of the mobile app. Look here.... the post decribes what you have to do and includes a link that leads you to a working version.

    Solved: Re: Meta support doesnt't recognize my Oculus Ques... - Meta Community Forums - 1274215  

    lunawolf15
    New Participant
    May 1, 2025

    I am having this same problem now. I went in the chat and three different people couldn't help me. Anyone have a fix for 2025 for an iOS user? 

      CrimsonAxe6
      New Participant
      June 27, 2025

      So to looks like the issue still exists on version 325.0 on iOS.  Several factory resets, delete app from iphone and iPad, reinstall and try again - same issue. headset connects to app and is registered as a linked device, but Horizon app cannot complete the setup so fails the process. Completely useless.

      Choleni
      Choleni
      Honored Contributor
      June 27, 2025

      Hi CrimsonAxe6 🙂

      you need an Android device with an older version of the Horizon appto make it work.... solution in the following link works with Quest Go too.

      Solved: Re: Meta support doesnt't recognize my Oculus Ques... - Meta Community Forums - 1274215  

      desperatedan1
      New Participant
      July 8, 2025

      Hi, same issue here, I bought a factory rest Oculus Go off eBay as a first affordable step into VR... I checked the app before purchase and saw that adding Oculus Go devices was still supported (see screenshot)... However when the device arrived and I tried to setup the app on iphone and ipad won't display the health and safety video... I don't have access to an android device to do the "old app version" trick... very frustrating as it seems like a great piece of kit, now basically bricked because it can't get past the setup screen 😞

      DEVS! Please Please Please fix this! Or this is the first and last time I buy anything to do with Meta!

       

      Oculus Go clearly still supported in app

      Stuck waiting for health and safety video

      sluggin2022
      New Participant
      July 13, 2025

      The Meta Horizon app version 327.0 for Apple iOS (4 days ago) has reintroduced this same problem.  Please fix!  Following the “Report A Problem” workflow (starting from the app information in the Apple App Store) seems mostly confined to chat for reporting the issue. But When my chat representative concluded our conversation by stating that he could do nothing more than report it to the development team, he added “and you have already done that, thank you…” I’m worried that my report has fallen dead. Does anyone know the best way to submit a bug report to Meta or to re-open this forum conversation that was once marked as “Resolved”?  Thanks!

      bhuva
      Participant
      July 14, 2025

      Dear Sluggin,

      I had this problem two years back. I factory reset the oculus repeatedly for about ten times. At about the tenth time, it allowed me past the health and safety screen. Since then i havn't had any problems. Hope it works for you.

      Cheers.

      FrostedBandicoot4290
      New Participant
      July 28, 2025

      Unfortunately that series of resets did not solve this issue for me. Thanks for your reply though. 

      Simon810
      New Participant
      July 16, 2025

      July 2025 and trying to reset and reboot my son's Oculus Go - he loves the wonderglade game. Stuck on the health and safety video having factory reset 5 times and reinstalled app. Won't be rushing to buy any VR headset now if they eventually brick themselves like this.

      Choleni
      Choleni
      Honored Contributor
      July 16, 2025

      Hi Simon810​ 🙂

      You need an older version of the Horizon app for the setup.

      The solution in the following thread - it's for Quest 1, but also works for the Go - describes what you need to do and includes a link to an older version.

      Meta support doesnt't recognize my Oculus Quest (1st gen) serial number so I cannot get help. | Meta Community Forums - 1274215

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