Issues playing immersive videos in quest tv app

[patti89.2023]

Hi,

I have issues playing immersive videos on quest tv, for example concerts. I hear the audio but only get to see black screen with loading dots. Any ways to fix this problem? 

[MetaQuestSupport]

Hi there,

Thanks for getting in touch with the Meta Support Team, could you try uninstalling and reinstalling the app to see if that fixes the problem, a guide to do so can be found here.

If that doesn't work please get back to us so we can look into this issue further.

[patti89.2023]

As it is a pre installed system app, I'm not able to uninstall it the "normal" way. Is there any other method to uninstall?

[MetaQuestSupport]

Hmmm our pre-installed apps usually stay put. 

We can try to troubleshoot Meta Quest TV instead. Are you having this problem on any other video apps? Are you using your headset in standalone, or with Link/Air Link?

[patti89.2023]

No, no Problems in Otter Apps. When I try to save a Video in high quality it sais that there are technical issues.

[MetaQuestSupport]

Thanks for your update! 

Here are two main steps we recommend to fix this three-dot issue:

1. Reboot your Quest

• Hold down the power and volume down buttons for at least 10 seconds, or until boot screen loads on the headset.
• Use volume buttons to scroll to Boot device and select it using the power button.

2. Submit a Bug Report

• Press / on your right Touch controller to pull up your universal menu.
• Hover over the clock on the left-hand side of the universal menu. When 'Quick settings' appears, select it to open the Quick settings panel.
• Select Report problem.
• Select 'Include' or 'Don't include' to add complete logs and diagnostics.
• Follow the instructions to submit your report.

You can also quickly press the / on your right Touch controller five times in a row to open the bug report tool.

The more detailed your report, the easier it will be for our team to diagnose your technical problem.

Hopefully one of these options will get your Meta Quest TV fixed up and ready to go! If you still need Meta support after trying them though, we're always here to help.

[MetaQuestSupport]

Hey @patti89.2023!

We're just reaching back out to see if our Troubleshooting steps helped.

Please let us know if there is anything we can do to support you!

Please select our name to get to our profile page, or 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.

[Natedog.uk]

I have this issue, no immersive videos will load,

however as a test I have set up a second user on mine and it seems the second user can view these videos so the problem seems to be related to my profile, it would be an easy fix if it was possible to clear app data/cache or reinstall the app but meta do not allow that for meta quest tv. Can we have an update please.

[Blu3prince]

I have the same issue.

[MetaQuestSupport]

Hey hey, @Blu3prince! 

It sounds like you're having some issues launching immersive videos in the Quest TV app. This certainly isn't ideal - Let's see what we can do. 

First, we recommend rebooting your headset:

• Hold down the power and volume down buttons for at least 10 seconds, or until boot screen loads on the headset.

Then, you can submit a bug report by following these steps: 

• Press / on your right Touch controller to pull up your universal menu.
• Hover over the clock on the left-hand side of the universal menu. When 'Quick settings' appears, select it to open the Quick settings panel.
• Select Report problem.
• Select 'Include' or 'Don't include' to add complete logs and diagnostics.
• Follow the instructions to submit your report.

Hopefully these tips get you back to watching immersive videos in no time. However, if you need some more assistance with this, please do not hesitate to reach back out. We're always happy to help! 

Have a great day!