Quest 2 Standalone Files app not opening.

[AudlyVR]

Hello. 

I need assistance. I am not able to access my photos and videos through the oculus quest 2 files app within the headset. It says that I do not have access to the feature because it's been blocked by my organization. I do not know what that means. Does the 2 year warranty expire and so does the file app? I can't even access all of my photos and videos of games I have played with my friends. The camera app only shows a few that I can watch and look at. I can't even access old ones when I press "See all". It doesn't open at all. I wouldn't even be able to sync any to the oculus app on my phone cause I can't access to all the videos and photos I have within the oculus headset.

Is this a common problem? 

[MetaQuestSupport]

Hi there @AudlyVR! We understand the importance of having access to those photos and videos to look back on the fun adventures you experience in the VR world, and we will be happy to assist you as best as we can! We have some questions to get a better understanding of what may be causing this issue:

• Are you using a business headset or consumer headset?
• ​Can you provide a screenshot of the error message you are receiving?
• When did this start happening? Did this start after a recent update?

We are eager to assist you!

[AudlyVR]

Hello, thank you for your reply.

I am not using a business headset, I am just a customer. 
I do not recall of when this issue has been a thing. I would say for a couple of months to almost a year. I noticed by the end of last year. 

This error only appears when I click on my oculus headset's files app. Picture is below.. 

I have a video of me trying to get into my files app but it won't let me send it.

[MetaQuestSupport]

Hi again! Thank you for answering those questions and showing us a screenshot of the error message. Regarding your initial question, it's worth mentioning that your warranty does not impact your access to your files or features on the headset, so you shouldn't experience any issues. Are you currently using a developer account and have any specific developer tools installed such as Quest Game Optimizer? We've seen a very small amount of users facing a similar issue to this after installing it. If you haven't already, please make sure to submit a bug report to highlight if this is something that needs to be looked into by our engineers! In case you need it, you can learn how to submit a bug report here: https://www.meta.com/help/quest/articles/fix-a-problem/troubleshoot-apps-and-features/report-a-bug-o... 

[AudlyVR]

Hello, I do not remember if I was using a developer account. I will try to fix that and disable it. 

Thank you nonetheless! Have a good day!

[MetaQuestSupport]

Thank you for your time as well, @AudlyVR. Definitely let us know how things appear once giving it a try! 

[AudlyVR]

Hello again, Sorry for the constant hassle.

I am writing back with an update on this issue. I have disabled the developer mode from my phone and the oculus headset, I also deleted myself from an organization that I don't recall doing. Must've been a long time ago that I did that without thinking about it. It unfortunately still gives me the same error. I even restarted and updated it to the recent update. I did send a bug report 10-15 minutes ago showing the error and explaining this fact as well. I didn't think developer mode could make the files app inaccessible to me. 

I hope this system gets solved from the engineers. I have only been able to receive pictures from my computer whenever I use my oculus which is quite annoying sometimes when I am much rather lazier to do it standalone. 

Thank you and let me know if they have found the issue.

[MetaQuestSupport · Accepted solution]

Thank you for providing that update. At this point, since you have already successfully removed yourself from the organization and disabled developer mode from your devices, it may be worth performing a factory reset on the headset. We recommend first enabling cloud backup and reviewing the settings, to see what things will be saved, and then performing the rest.

Please let us know how this goes! We are more than happy to continue investigating this together!

[AudlyVR]

Okay, thank you! I appreciate the help! I was afraid that I had to factory reset if a solution wasn't obvious. But I hope it works out for me. If not, I am hopeless. I will give an update on it later!

[MetaQuestSupport]

No problem at all! We hope this does the trick. If not, definitely let us know. We're more than happy to continue investigating this together!