Mixed Reality Headset doesn't work, seems to think my computer has no USB 3.0 ports

[chocoboat]

Last year on Black Friday I bought a deal that included both a PC and an HP mixed reality headset. I didn't get around to using the headset right away, then forgot about it for the majority of a year. I came across the box again early this month and decided to try out the headset.

Upon installing the software and connecting the headset, I came across this error screen. The software seems to believe that the headset is not connected to a USB 3.0 port.

This is wrong. I am using a Dell XPS 8930 which has several USB 3.0 ports, all of which are functioning fine (I have tested them).

I also installed the HP Mixed Reality software on a friend's Asus PC. It too produced the same error message, leading me to believe that the headset may be faulty since it won't recognize any USB 3.0 ports that I've tried.

Over the next week I tried to solve the problem myself. I found other people complaining of the same issue online, and read the suggestions offered to them. I uninstalled and reinstalled the Mixed Reality software, the headset drivers, and the USB port drivers in the Device Manager. I have disconnected and reconnected the headset using different USB ports. None of this changed the result at all, I always got the USB 3.0 error message.

I was busy for a week or so after that, putting off contacting HP for help. Then on the 21st I realized that the headset has a 1 year warranty so I need to take care of this ASAP before the warranty expires. I went online to register the product and seek help... and it says that my warranty expired a couple of days earlier. I purchased the headset on 11/23/17 so I should have been just within the deadline to make use of the warranty, but apparently my headset had a 361 day warranty or something.

I made sure to call in to HP and ask for help with my headset anyway, and notify them of my problems before the warranty should have been expired on 11/23/18. When I did this, I was given a case number but told that I called too late in the day to contact tech support and to call back with the case number another time.

I was busy with Thanksgiving and the Black Friday weekend, so I called back on 11/28. I was on hold for 15 minutes and the call was dropped, and I didn't feel like trying again. Earlier today (11/29) I called again for help. From the sound of things, I may need to contact the warranty department and get that issue straightened out first by providing my proof of purchase with date, before they'll be able to help me with the technical issues. Each person I spoke to had limited information to offer and ended up transferring me to another department, complete with 10 minutes plus on hold for each transfer. After speaking to three people and getting transferred to someone else each time, after 50 minutes on the phone the hold music stopped playing and the call was dropped.

I don't have hours of free time to spend on the phone hoping to get transferred to the right people, so I'm hoping someone on this forum can help with the issue, or provide me with the contact information for whoever I would need to get in touch with for these problems. Each HP department I talked to seemed to think it wasn't them.

Any help to resolve this problem would be greatly appreciated. Thanks

[Cheron-Z]

@chocoboat

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Support Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.