Overview
The headset shows connected to WiFi, the signal is good, and the browser may even load pages, but the device fails to enroll, never appears online in the ArborXR portal, or apps and content never start downloading.
Why this happens
"Connected to WiFi" only means the headset joined the network. Enrollment and management need the network to let the headset reach specific ArborXR endpoints, and on corporate, school, and hospital networks a firewall often blocks some of them. The result is a device that looks online but can't finish talking to us.
For Meta Quest devices enrolling through Horizon managed services, Meta's own endpoints need to be reachable too, so a firewall can stall HMS enrollment the same way.
The quick test
Open the browser on the headset (or any computer on the same network) and go to network-test.arborxr.com. The test checks every endpoint we need and flags exactly what's blocked. It takes under a minute and turns "something's wrong with the network" into a specific list you can hand to your network admin.
How to fix it
Run network-test.arborxr.com on the affected network and note anything flagged.
Send the flagged items to your network administrator along with our allowlist article, What URLs and ports are required to allow / whitelist ArborXR traffic in my local network.
After the firewall is updated, reboot the headset and give it a few minutes on WiFi. Stalled enrollments resume on their own once the endpoints are reachable.
Not sure if it's the network or the device? Connect the headset to a phone hotspot. If enrollment completes on the hotspot, the device is fine and the network is the blocker.
⚠️ If your network uses a captive portal (a login page before internet access), the headset can get stuck behind it even when WiFi shows connected. See Network Portal Detection.
Still stuck?
If the network test passes and enrollment still stalls, email support@arborxr.com with the device serial number, the network's security type (WPA2, WPA2-Enterprise, WPA3), and a screenshot of the network test results.