Troubleshooting

I have my Vanguard glasses paired to my Garmin Fenix 8.  During a run I ask Meta how far I’ve run and the answer is get is something like 770,000 miles!  My pace, duration, and heart rate are correct.  I’ve tried many variations of the question, such as “how far have I run today” or “how far have I run during my current activity” and I get the same answer.  Does anyone know how to fix this?

Hi I have a condition in my right eye called keratoconus and no lense can correct my vision. You display glasses are only right eye displays can it not be changed or optional for either eye. My left eye is near perfect but it’s not even worth thinking about purchasing until hopefully it’s an option to change eye display. Regards

Whenever I try to download a video using the meta horizon app, it keeps saying download unsuccessful. I've tried making sure I have enough storage on my iPad, offloading meta horizon, restarting my device, uninstalling unused games on my meta quest 3s. The strange thing is that I could do it before but it stopped as soon as I downloaded the game UG. 

I bought mine at a Sunglass Hut in Mexico.  This is my second pair so I am familiar with setup etc. I gave my first pair to a friend and deleted those from my Meta app.The first issue was they would not hold or pair with a bluetooth connection. I have repeatedly shut off bluetooth, the phone, reinstalled the app etc. and nothing worked.So, I have done numerous factory restarts etc. but I get the same message repeatedly..."Glasses already registered to another meta account do a factory reset" I called the ray ban 800 number and was told to send them to the U.S. but that's not possible. Anyone else have this problem and how was it resolved? I have already spent over 12 hours trying to solve this.

My AI volume adaptive feature that adjusts the volume louder when in a noisy environment, I believe after the recent update that downloaded last night (2/19/26) it hasn’t been working. Volume and everything is working just fine. Just not the adaptive volume feature.

I recently purchased the gen 2 wayfarers. got them this Monday. can't use live on instagram. I've reset them to factory, unpaired and paired them, closed instagram, turned my phone on and off. still can't connect. Bluetooth works fine i can hear audio/ music /messages and phone calls. besides being able to take a picture and a small recording. These are not going to worth the price if issues don't get fixed. Also when i am playing music on another device via Spotify and i am wanting to record it automatically turns off the music even though i am not playing Spotify on them. I have even disconnected sportify from the glasses. 

Very interested in there being a clear lens option for Meta Oakley Vanguard. Think there is a huge market miss with them not already being available. Indoor track and field sports, competition shooting, racket sports, pickleball, etc. the list is endless. I’ve been getting by by just removing the lens indoors but this removes the main reason for wearing glasses in those activities in the first place. Any word that Meta is considering offering this option in the future?

I've recently taken videos using my Meta Ray-Ban glasses. Most videos were under 20secs. Most videos from the same day have been imported but there are a few that still shows "importing full-quality video" even after many days. How do I get this resolved? 

Hello,I recently purchased a pair of Oakley Vanguard glasses. After setting them up, I tried using Meta AI by asking, What am I looking at? but I keep receiving the message, Asking what you see is not yet available in your region.I’ve tried a factory reset, unpairing and repairing the glasses, enabling location services, and confirming that both the Meta AI app and the glasses are up to date, but nothing has worked. I live in California.Does anyone have a fix for this? 

I dont even kno what happened or how it happened but when i started using my Meta AI glasses today it just wouldnt start, the speakers are not working at all, the led indicators are not even turning on also. Only thing that is working at the moment is the case, someone please help. 

Hi everyone! I’m a Ray-Ban Meta display glasses user who is hard of hearing and wears hearing aids daily. I’d love to see a conversation focus mode added that prioritizes voices directly in front of the wearer and reduces background noise. In busy environments, this would make a big difference for hearing-aid users and others who rely on clearer speech in real time.If this type of accessibility feature is ever developed, I would absolutely love the ability to have it added to my glasses and would be happy to provide feedback or participate in any beta or user-testing opportunities.I’ve also submitted this through support channels, but wanted to share here in case the team is gathering feedback.

Is there a successful pathway to get product and troubleshooting questions addressed?  I have not been successful in reaching anyone from Meta or Oakley that has any information.  Oakley CS confirmed that they dont know. I am still trying to reach Meta.Are they so inundated with issues that they are trying to catch up? 

Using RayBan Gen2 glasses paired to iPhone 11 ProMax running IOS 26.2.1. I can use Meta AI, but when I ask to turn on Live AI (LAI)and it 'locks up'. LIA will give me a tone it is listening, but nothing happens when I ask it to describe what I'm looking at. It was working earlier today, but not now. Reset glasses, app, and phone.... nothing has 'fixed' it. It has been going on for hours. Any suggestions??

As of a week ago, Amazon Music refuses to work on my Ray-Ban Meta glasses. If I ask the glasses to play a song on Amazon Music, the voice announces the track is about to play on Amazon Music, but nothing actually plays. I've tried all the troubleshooting steps such as reinstalling, re-connecting to Amazon Music, etc. Nothing seems to fix it. Using the glasses with Android in case that is relevant. 

I would like to show my colleagues how the Meta Ray Ban Display feels like.Is there a way to view what the display is showing on the glasses to my phone/app, just like the demo session?

I have a Rayban meta GEN2. When I tried to use Meta AI app to connect to Instagram, it only supports photo and video sharing option without the message option. I have another gen1 paired with iPhone which was totally normal. I tried to use Meta AI with my glasses to send a message on Instagram. But it always saying “ that app isn’t supported”

When I'm using my glasses and my phone gets a notification I don't hear it. Like a Google message or a notification my Ring doorbell is activated or my garage door is opened or closed. I do get alerted when an incoming call is received or if I want to make a call Meta makes the call. The glasses are up to date and so is the Meta app.

RMA ### I paid for the insurance on my meta glasses - Sent them in for a replacement after paying the $50 and they were delivered and signed for on Dec 12, 2025 with a turnaround of 7-10 business days. Since then I've gotten nothing but templated responses that give ZERO update on the progress. They can't tell me anything about what's going on and don't even have my glasses in hands. It's going on 8 weeks of this mess and I'm getting no where with customer service.  At this point I just want a refund for the glasses. It's insane they would try and push me along for this long when the turnaround time is 7-10 business days. My most recent interaction has them claiming my address was a problem. Which I've reconfirmed.  I need this fixed - I' m done with this.  I just want a refund and be done with. Is there someone higher up that can handle this. They won't give me any phone number or actual persons email outside of the general customer service one. 

Just received glasses in noticing that well they’re in the case charging my Bluetooth on my phone (iPhone) has not disconnected. I have the setting on that. It should be disconnecting when I remove them so that’s not working. I’ve tried toggling that on and off still the same even turning Bluetooth on and off it’s reconnecting despite the glasses are in the case charging that should not be happening, especially in the case it should just be a given if they’re charging Bluetooth should not be connected as they can’t even be worn on your face and charge. Clearly a bug has most recent update not a good first experience. How do we resolve?

I’ve read through us the other issues, but I can’t find a fix to mine. I have deleted everything and re-downloaded it, made sure all my emails were the same and did everything in the USA. Apple health, Strava, Garmin all do not show up in my app connections after clicking the gear on my glasses. I have wiped everything and I reached out to meta email support and they said it was an issue with Strava AND Garmin, but I’ve reached out to both of them and they claim it is a Meta glasses issue. Nothing shows in app connections except music apps.

I'm unable to grant Meta AI permission to access the contacts on my samsung zfold 7

I have a Meta Ray-Ban Display smart glasses, but I can’t use the live translate feature.When I try to use the feature on the glasses, it opens the Meta AI app and then shows a “Something went wrong – cannot download language pack” message.How can I fix this so I can use the live translate feature?

I manage a team a field service technicians who constantly use their phone for the camera to take before and after photos of projects. If they had AI safety glasses they could say hey meta take a photo without the need to stop working and get their phone out to get a picture. I would love to see safety glasses incorporate AI technology to maximize work efficiency. I hope this helps and I hope a solution can be implemented.

Dear [Support Team/Meta Team], I am experiencing an issue with the time zone configuration on Meta smart glasses in Kazakhstan. When I ask the device, “Hey Meta, what time is it?”, it responds with 13:00, while the actual local time is 12:00. This indicates that the device is using UTC+6, but the correct time zone for my location should be UTC+5. Could you please advise on how to correct this time zone setting or confirm if this is a known issue? Thank you for your assistance. Best regards,Ernur **     [edited for privacy - this is a public forum]

I’m experiencing an issue with my Meta Ray Ban Skylers: the speaker audio and Bluetooth aren’t working after just a few weeks of use. It’s frustrating because these glasses has prescription, which was quite expensive. I’ve tried all the troubleshooting steps five times, but it’s been a complete waste of my time.Now, I’m forced to send them back for repairs. Ray-Ban, you need to improve your testing process. For the price people pay for these glasses and the additional cost of adding prescription lenses, this is a huge disappointment and inconvenience.There should be technicians at the store to assist with issues like this. Additionally, there should be someone who can experience the problem firsthand to help on the phone. My experience calling a customer representative was terrible. They didn’t know what they were talking about or doing and couldn’t provide me with any guidance.This is a significant inconvenience, and now I have to send back my expensive glasses. I need to see for myse