## Problem

The game starts, but before you receive the error message 'Server not responding, retrying connection' before entering the lobby.

## Uninstall and Reinstall the game

### Oculus users:
Find POPULATION: ONE in your headset's library. Select the three dots in the bottom right corner, and select 'uninstall'. After the game has successfully uninstalled, select 'install' to reinstall the game.

### Steam users:
Open your Steam Library, and right click on POPULATION: ONE. Select Manage, and click 'Uninstall'. To reinstall, simply right click on POPULATION: ONE and select 'Install'.

## Opt out of any betas/ensure you're on the 'Live' channel of the game.

### Oculus users:
1. **Open the Oculus app** on the phone paired with your Quest headset
2. **Tap the Library Icon** at the top right of your phone 
   
3. **Tap POPULATION: ONE**  
   
4. **Scroll Down to the bottom** of the app page and **Tap The Version Number**  
   
5. **Tap Channel** and tap **LIVE**  
   
6. **Uninstall POPULATION: ONE and REBOOT your headset** _**IMPORTANT: If you do not reboot, this likely will not work**_
7. After your headset has rebooted, install POPULATION: ONE
8. After launching POPULATION: ONE, Verify the version number at the bottom of Settings -> General in POPULATION: ONE matches the LIVE channel

### Steam Users:
1. Right-click **POPULATION: ONE** in your **Steam Library** and select **Properties**  
   
2. Select **Betas** and choose **'None'** from the drop-down list.

## Factory Reset your Quest
As a last resort, **factory reset** your Quest headset by following the instructions in the guide below:

[How To Factory Reset Your Quest](https://bigboxvr.zendesk.com/hc/en-us/articles/360053229072-How-To-Factory-Reset-Your-Quest)

If you still are unable to launch the game, submit a support ticket at [support.bigboxvr.com](https://support.bigboxvr.com/hc/en-us) and we'll help you out!