hello, so for 1 month my headset hasnt been pairing to the app in setup. I was able to get it setup using my pc, but my headset no longer connects to the app. I dont wanna factory reset again AS I know that my headset wont pair. I also get a device identity error when adding accounts. When i get to the generating code part i cannot generate a code for adding an account.
Hey there, @alf1eeee thanks for reaching out regarding this! We want to make sure that the app is connecting to your headset correctly so that you are able to start your VR experience. In order for us to get started, we'd like to collect some information from you.
What Quest device are you using?
Have you attempted to pair your headset using another phone?
Have you verified that the app store and Meta Quest app are up to date?
In addition to verifying this info, here is also an article on a few more troubleshooting steps to try out as well. Let us know if this helps! Thank you.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hello, alf1eee. We seem to be having the same issue. You haven't received a response, however, so I'm not optimistic. I just figured I'd chime in to say I also can't pair my headset.
Hi @Telestor. We see you are having issues pairing your headset to your phone. We know this may be causing a delay in your play time and want to get you back into the world of virtual reality. Let's begin trying some troubleshooting steps to see if they can resolve your issue.
Ensure your phone is compatible with the Meta Quest App.
Ensure the phone app and headset are on the latest available version.
Ensure the phone and headset are connected to the same network at the same frequency.
Remove any unsupported third-party accessories that may affect communication (such as headset covers, etc.).
If the issue persists, we want to suggest you do a factory reset of the headset.
After this is done, please reach back out and let us know the results. We can proceed accordingly if necessary. Thank you for your time and understanding, talk soon!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey there, @Telestor! We noticed that we haven't heard back from you yet. If you still need help with this, please feel free to reach back out. We are more than happy to look into things further!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hello, @Telestor! Thank you for updating us about what's been going on, we would like to ask you just a few more questions, so that we can make sure that we aren't missing anything.
Make sure both headset and phone are connected to the same network, on the same frequency.
Remove any unsupported third-party accessories that may affect communication (such as headset covers, etc)
If that did not help any, we would like to invite you to send us a private message, so that we can better assist you and look into your account better. 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.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
Hey there, @Telestor! We noticed that we haven't heard back from you yet. If you still need help, please reach out to us via private message using the steps we provided in our last message, and we can take a closer look into it for you!
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!
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