Meta TV won't let me see saved videos

[rdx2]

Just got a quest 3 to replace my quest 2. Everything seems to work fine except when I go to Meta TV app and select my saved videos, it says "Sorry, something went wrong". So I can't see any of my saved videos. And my quest 2 is now doing that. Seems it's a problem with the phone app but don't know where to start. I have performed a factory reset on quest 3. No change. 

Thoughts

[MetaQuestSupport]

Hi there, @rdx2! Thanks so much for sharing this experience with the community. We completely understand how important it is to be able to access our saved photos and videos, and we're eager to lend a hand!

In addition to the factory reset you've already completed, can you also let us know if you've tried any of the following:

• Logged out and back into the Meta mobile app?
• Uninstalled and reinstalled the Meta mobile app from your app store?
• Checked your phone for any OS updates?
• Confirmed your phone and headset are connected to the same Wi-Fi network and frequency?
• Checked to make sure your phone's Bluetooth is on and airplane mode is off?

[rdx2]

Thanks for the response. Here's what I did. 

• Logged out and back into the Meta mobile app? Did. No change
• Uninstalled and reinstalled the Meta mobile app from your app store? Did not attempt for fear of loosing all data. I was warned I would.
• Checked your phone for any OS updates? None outstanding
• Confirmed your phone and headset are connected to the same Wi-Fi network and frequency? They are
• Checked to make sure your phone's Bluetooth is on and airplane mode is off? Bluetooth on. Airplane off

If you have more thoughts and ideas, PLEASE let me know.

Thanks again.

[hofcan]

It looks like the TV app is broken in different ways, I'm having other kinds of issues with it and the support people shared the same response, which has nothing to do with the Quest app, but doing stuff on the mobile app for no reason. Someone has to fix the Quest TV app ASAP as lots of content are not being watch because of these bugs. @MetaQuestSupport 

[MetaQuestSupport]

Hey there @rdx2, thanks for trying the recommended troubleshooting, we appreciate your concerns about losing your data but we'd always suggest trying every step. There shouldn't be too much risk if you remember your Meta Account login and have 2-Factor Authentication set up properly (if at all, of course). We would also recommend checking there isn't an outstanding update for your Meta App itself too. 

Uninstalling the app is important as it can help in clearing the cache, a common solution for issues like this.  

Could we also ask if the issue persists when opening the app on both the headset and the phone?

If this doesn't work, we'd like to ask you to file a bug report by shaking your phone while the Meta Quest App is open or by selecting the "Report a Problem" button in the Settings menu of the headset. We hope to hear from you soon!

[rdx2]

Loosing all the data by deleting the app seems a huge price to pay just for being able to access my saved Meta TV videos and being able to save videos. Like have issues with a computer and the guy says try reloading software and see if that helps. I know I exaggerate, but not by much. I have the saved videos listed on my phone app. They're all there, just when I look on both quest 2 and quest 3 goggles, just says something went wrong.  Affecting both goggles at the same time, seems it's just a setting somewhere in the app but can't see anything obvious. I hadn't opened the phone app in a long time until I got the new quest 3 goggles. Then when I opened the app, it updated the app on my phone to Meta Horizon. I have auto sync selected. Again, I very much appreciate the effort. Please continue to suggest things to check. Just would rather not take a chance and delete all my data.

[MetaQuestSupport]

Hey @rdx2, we understand the risk, however the warning about the loss data is simply due to the risk of encountering login issues. Meta Account data is stored externally and can be accessed once you reinstall the app. 

On the "something went wrong" error message, is there an error code of any description? It should be a string of numbers and letters. Don't worry if there isn't, but we'd be able to look into it further if there was one. Hope to hear from you soon. 

[rdx2]

Well, I put on my big boy pants and deleted the app on the phone. Reinstalled. Still saved TV says something went wrong. no error message. 

[MetaQuestSupport]

Hey there, we really appreciate you trying that and are glad you didn't encounter any issues, even if it didn't yield results. Can we have your preferred email of contact so we can continue to look into this for you? 

Also if you haven't filed a bug report already we'd ask you to do so, as well as potentially giving the application a review to get the engineers on this case as soon as possible. Thank you.

[rdx2]

K