JFYI: If you’re experiencing issues on supported headsets, please make sure to update your app first. The current version on Meta is 14.1.2305.
"Unsupported Format" on all videos
Issue: Technical Issue, Video issue - (Sept 25, 2024)
Player: DeoVR
Headset: Oculus Quest 1
Message:
Hi, Deovr and SLR are no longer working as of last evening for Quest 1 users. A bunch of us reached out to tech support and they mentioned there is nothing they can do due to compatibility issues between the quest 2 and 3 vs the quest 1 . They suggested trying to access the site through a web browser, however, when entering the virtual environment via the web browser, there is no way for me to filter or search for preferred categories. All i can see are the generic first page videos. The site has been rendered unusable for those of us using Quest 1, and unfortunately the support team seem to be unable to provide a workable solution. As a result, I would like to explore the option of terminating my membership and receiving a pro-rated refund of the balance that has been paid for the rest of the year. Thanks in advance for your assistance. Let me know if there may be any additional information needed.
Sara (SLR)
Sep 29, 2024, 19:01 GMT+2
Hey there,
Thank you for contacting our support team regarding your refund request for our services!
After thoroughly reviewing your account history, we can see that you have accessed content and benefited from the service. As we are sure you understand, we are unable to grant refunds for a digitally delivered service where that service has been utilized and content has been consumed. This policy is in place to ensure equity and uphold the quality of service for all our users.
In the future, when requesting a refund, kindly ensure that you do not access any content while initiating the refund request. We appreciate your cooperation and understanding.
However, since you have purchased an ANNUAL SUBSCRIPTION, what we can suggest here instead is a partial refund totaling $56.70 It's worth noting that this arrangement ensures your continued access until 06.10.2024, as the refund amount covers this period.
If you agree with this proposal, please reply back to this email and we’ll be more than happy to accommodate this!
Kind regards,
Sara
to SLR
You can disregard the cancellation request.
I already purchased a new headset.
However I do not appreciate that my email was ignored for multiple business days and immediately replied to when I accessed my new headset with the excuse that "I have accessed content". Especially while I have been trying to troubleshoot this issue for the past week or so. Your support page says 2 business days for a reply. I also do not appreciate that the only refund being offered is a month's subscription when I have over 6 months of subscription time left.
I also do not appreciate the tech support team's nonchalant attitude towards this whole situation when they abruptly discontinued support for the Quest 1 headset with no prior warnings and no recourse for those of us affected... except to demand we throw away another $300-$400 t purchase a new headset.
https://forum.sexlikereal.com/d/8381-unsupported-format-on-all-videos/61
To say the least, I am completely disappointed in how this entire thing has been handled. While I will finish my subscription since your refund policy is completely unfair, I will no longer be renewing my subscription going forward.
- Edited
TheArtofLurk2 sorry about that.
Doing our best to provide the best in class service.
Your support is very appreciated. Bear with me.
And congrats on upgrade 
I find it very strange that you guys don't seem to mind that some of your customers are now forced to use third party browsers to access the content they already paid for, and that your website doesn't even work properly on these other browsers. This is the exact opposite of "best in class"" sevice.
bootwraps I get it that they cannot keep supporting all devices into eternity. But the way they handled this is just not very consumer friendly. I have paid for a subscription for one year, and I have 8 months left. And then they stop supporting my platform. So I can't use those 8 months. I do not think that would hold up in court (no, I am not going to sue them for this, but this sort of thing is frowned upon in courts these days.)
The browser solution is not a solution: a lot of features are missing, such as search and categories. That renders the whole thing useless.
In short: I am not happy.
danwillemse70 I guess the logical and right thing to do to settle with those Q1 users not planning to upgrade their headsets would be to terminate the ongoing subscriptions and offer a partial refund for the remaining period that will not be used anymore. I understand it is possible on SLR side to monitor whether content has been consumed and with which type of headset, so they should be able to verify that a claim is valid.
- Edited
TheArtofLurk2 We apologize for the long wait for support. Unfortunately, we’ve been overwhelmed with tickets. We’re doing everything we can to process them faster and respond to you as soon as possible. The fact that you received a response after purchasing a new headset was pure coincidence. We don’t prioritize tickets based on users’ headsets. We address them based on the queue, the urgency of the issue, and whether the support team has an immediate answer. Sometimes, we need to involve technical teams or ask for assistance from colleagues, which can take additional time.
We are also expanding our support team, and very soon, we’ll have more people to respond faster.
Hello, it stopped working on VALVE INDEX as well. Same issue as mentioned before by others. Whats the solution?
Richard449 what issue exactly? What's the version of the app?
"Unsupported Format" on all videos once logged in on VALVE INDEX
iddqd "Unsupported Format" on all videos once logged in on VALVE INDEX
Richard449 version of the app please. It is displayed in the left bottom corner on the grid.