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Media Sync Button Missing

Richards2000
Level 2

In attempting to share photos taken within a game, I ran into a problem. I'm only able to share photos and videos taken by the Quest 2 capture itself. Every guide says to allow media syncing, but that little cloud button doesn't appear. Several other people have had this problem. Nobody has found a way to fix it. The Quest is updated to the latest software, and is paired with the Oculus App.

14 REPLIES 14

OculusSupport
Community Manager
Community Manager

Hey there! We see you can't share your awesome game pics. That's a drag! Let's dive in and find a solution!

 

To avoid any misunderstanding, can we ask how you took the pics within the game?

 

Do you have Media Syncing enabled?

 

Files can only be shared to Facebook News Feed, Facebook Groups, and Messenger within the Files app.

 

The Files app only recognizes the following pic types:

  .KEY/.PPT/.PPS/.PPTX

  .DOC/.DOCX

  .TXT

  .JPG/.PNG

  .M4V/.MOV/.MP4/.MPG

 

We recommend you try the following:

  1. Uninstall then reinstall the Oculus mobile app and restart the headset.
  2. Try rebooting the headset
  3. Enable Cloud Backup and perform a factory reset

 

Let us know if this is helpful. If the issue still persists, please contact Meta Store Support at https://metaque.st/Support for further assistance.

OculusSupport
Community Manager
Community Manager

Hi. We're reaching out to see if you need further assistance. Please let us know. We're ready to help!

Maybe_Skyler
Level 2

I have the same issue.  And no, don’t point me to your “fix”, cause the button in question doesn’t exist.

nidania
Level 4

Same issue here. 

Oculus Support had me factory reset the headset, uninstall/reinstall the Android Oculus app, even try with a completely different phone.


I'm still missing the buttons inside the headset in the files app, they simply don't exist. I'm running latest firmware, latest Android, latest updates, etc...

 

 

vvRhys
Level 2

same issue here, i’ve tried doing everything they listed and it still infact does not work. the button isnt there, its so upsetting. 

Ultranat
Level 2

To update my post, I have an ongoing ticket with Oculus for this issue. To test if this is an account-related problem they had me sign up for a temporary new account to test (using a different email address) and then factory reset and log into the app with the temp account.

 

This confirmed the problem was my account because on the new one cloud sync worked.

 

They have now escalated my case to am engineer who will be fixing my account.

 

 

 

I have the same issue no media sync file button no cloud share, this occurred directly after updating my headset and linking my meta account to Facebook account, no files showing in the oculus app on my phone , gone through every current provider d diagnosis online including factory reset. Also checking everything is connected as should be . Let me know if oculus fixes whatever the issue is with your account , cheers 

AshyySTK
Level 3

UPDATE: After completing factory resets, the cloud save button has returned, not sure why this was issue occurs however this does need to be sorted out , I believe it’s to do with the recent update on oculus quest 2. All functions have now returned to my device in terms of syncing media and reviewing it on the mobile app 

I can confirm this. I had an open ticket with Oculus and the last troubleshooting step (after already attempting one factory reset) was to create a new oculus account and see if the issue exists there (it worked fine with the new temporary account). Well when I factory reset AGAIN to switch back to my main account - suddenly this is now working.