Occulus Doesn't load

[alica.barnard.2023]

Hello,

I'm having a series of issues.   

1) occulus stuck in continuous loop of restarting.   -- understand the fix is factory reset

2) Meta account -- doesn't show any headset, gives error message on son's account 

    2b) son added an account for my wife, who has the meta account and now his isn't recognized and hers shows no content

I'm worried if i complete the factory reset I won't be able to recover any account information.  

Thanks,

[MetaQuestSupport]

Hi there @alica.barnard.2023, thank you for reaching out to us. We'd love to take a look at this for you. 

As a factory reset will delete all of the data on the device, we would only advise this as a last resort. 

Therefore, before performing a factory reset, we'd like to try some other troubleshooting steps. Would you mind sending us a private message so we can gather some more information? To do so, please go to our profile or click here.

We look forward to hearing from you soon!

[alica.barnard.2023]

you've indicated that we would receive information via email, we have not received an email providing assistance, only an email asking if you could close the ticket.  When should we expect assistance?

[MetaQuestSupport]

Hey @alica.barnard.2023, please message us privately and we can discuss your ongoing case further.

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.