App Library Grayed Out, and other issues

[Carguycr]

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 

[Carguycr]

This is the VIDEO: https://youtube.com/shorts/pwWmA8KCofw

[MetaQuestSupport]

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]

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.

[MetaQuestSupport]

Could you please send us a private message?

We'd like to ask for some account details and it's best not to do this publically!

Simply click on our name to access our profile page or click here. Once there, select 'Send a message' to privately message us. Please note that you must be signed in to the community before sending a private message.

[Goretto]

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

[MetaQuestSupport]

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]

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.

[MetaQuestSupport]

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]

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.