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people tab was working fine... now "create meta account" and I already have a meta account.

cvan2446
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people tab was working fine... now "create meta account" and I already have a meta account.  As I see many are having this problem.  I tried to reboot headset.  NOPE that didn't work.  Don't really want to (shouldn't have to)do a factory reset.???

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Didn't want to do factory reset... but that worked

 

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MetaQuestSupport
Community Manager
Community Manager

Hey there, @cvan2446! We recognize how dismaying it may be to have to deal with that error message in your People Tab, so we definitely want to do everything we can to help! To begin with, let's make sure we have a good idea of the specifics of this issue overall. Please clarify the follow details when you get a chance:

  • Is your People Tab in the Meta Quest mobile app showing this same error?
  • Is your headset and Meta Quest mobile app completely up to date with the latest software release? (To update your headset, please check here.)
  • Is your headset still paired to your account in the Meta Quest mobile app?
  • So we don't repeat any, what troubleshooting steps have you already tried? 
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Mobile meta people tab in app seems to be working fine. In meta quest app devises it shows connected. It also shows an older headset (not connected) that I used to have. Head set had last update this am (Meta Guide) but still the people tab says I need to create a meta account when I already have one.

I tried to respond to your email and got this - 

Address not found

Your message wasn't delivered to mailer@us.khoros-mail.com because the address couldn't be found, or is unable to receive mail.

Okay, thank you for letting us know! By the way, to clarify, what specific email are you attempting to respond to? If you would like to email our support, you can get in contact with them through this link. However, we absolutely want to do our best to assist you here, so we'd like to recommend some troubleshooting steps moving forward. Please try hard rebooting your headset using these steps then get back to us with your results:

  1. Hard reboot your headset:
  2. Turn off your headset.
  3. Firmly hold the power and volume down (-) buttons on your headset simultaneously for about a minute, or until the boot screen loads on your headset.
  4. Use the volume buttons on your headset to highlight 'Boot device' and press the power button to complete that.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Completed instructions above.... and still the same people tab issue???

Is it possible it's confused with my old headset (not connected but listed in devises)?  I don't see an option to delete a devise?

Alright then, @cvan2446. We appreciate you giving those steps a try. By the way, having an older device on your account should not affect how your current device connects to your account. As both headsets are listed within your app, your current headset should be active on your account. We hope that clarifies a bit! Continuing forward, the next step we recommend at this point would be a factory reset to your headset for a fresh start. Please be sure your headset is fully charged and Cloud Backup is enabled in settings (note: if you have not gone in and manually disabled Cloud Backup, it should be automatically enabled), then follow these steps to factory reset:  

  1. Turn off your headset.
  2. Hold the power and volume (-) button on your headset down simultaneously until the boot screen loads on your headset.
  3. Use the volume buttons on your headset to highlight Factory Reset and press the power button.
  4. Use the volume buttons on your headset to highlight Yes and press the power button.
If you're the author of a thread, remember to mark a reply as the Accepted Solution to help others find answers!

Didn't want to do factory reset... but that worked

 

Hey there, @cvan2446! We're very glad to see that factory reset helped, although we recognize how unideal this solution might be. Regardless, we're really grateful for your perseverance and we were happy to have been able to look into this whole issue for you. Should any further problems pop up, please let us know! We'd like to do everything we can to ensure your VR gaming experience is thriving! Take care and have a wonderful day!  

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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