Unsupported format error on Quest3

Luis

Good morning,

Since a couple of days I’m not able to watch any videos inside DEOVR app on the Quest 3. Before no issues at all. Haven’t touched any settings or anything. Doesn’t matter which site, even from DEO’s VR site when ever I’m fraying to play any video it will say “unsupported format error”.

Any clues?

Thank you

Kieshi

Hi, just to clarify:

In DeoVR app, you can log in no problem, see the grid and when you open a video, then it says "Upsupported format error"?

Could you please create a screenshot for this and get it to me? Also, could you please check if you are using the latest version of the app 13.13?

Luis

Kieshi Sorry to bother you Kieshi. Any clue of what could be causing this issue?

Luis

Thanks for answering. Yes exactly, inside the app on the Quest 3 I go to builted in browser, I see the grid with all the videos and then try to watch any of them and I’ll get that message. Before I got a white box with the message and I need to click on the cross. Today when I tried again the message will pop up for tenths of a second and I’m getting a black screen with the “play” symbol but nothing happens.

The app is updated to the latest version but it started to happen before the update as well. The headset is also up to date with version 60.

Thanks again for your help

Luis

I’m not able to send you a screenshot because now whenever I click on a video from the main grid it will try to open it and the message will show for tenths of a second, then the black screen with the “play” menu bar at the bottom and the options menu on the right of the screen

DraiKo

Luis hello Luis, try pressing the oculus symbol and then the right trigger (this is a shortcut for taking screenshots).

Kieshi

Luis Hi sorry for a late reply, did not see your message earlier. I will pass this onto the team to check out

Tristan

Hello, i have exactly the same issue with my Quest 2 since a couple of days.... “unsupported format error” with any video online. Downloaded videos works fine.
Need help please!
Best regardes

smittypunk

I've been newly getting that error on Quest 2 for downloaded videos--mostly above 5K; It'll come across one that seems to trigger it and then none will open until I close the app and reload. Had never seen it before up until last week.

vrme

I having similar troubles, was theren any solution found?

I am trying to test an 8K VR clip locally on the quest 3. Streaming works, 3 older 8K local files work, but new files I am trying for testing purposes keep giving the unsupported format error. I have tried .mp4 with Hevc 420, and a regular mp4 with medium quality and both show the same error

iddqd

vrme what is "Hevc 420"? Can you post full metadata info of your file?

vrme

It worked now when I reduced the resolution from 8k to 5120