Getting USB error on HP Reverb Professional - then hearing loud hissing noise.

[Secoda]

The HP Reverb VR headset is getting a USB error after a bit of time. The sound changes to loud hissing in the ear phones or reverts back to the PC sound. Switching to a different USB 3.1 Gen 2 port doesn't help.

Unknown USB Device (Device Descriptor Request Failed) in Device Manager

[Photoray002]

@Secoda 

I would suggest you contact HP Support immediately for  a warranty issue. They most likely will have to replace the unit.

Contact HP Worldwide | HP® Official Site

[Secoda]

HP is sending me a new redesigned cable they said.  I have not received the confirmation email on that. It sounds like the connector/cable is related to many of the issues. I just discovered that the USB plug on the MB side is very loose so I have it taped in place with a piece of masking tape for now and the cable is isolated at both ends so you can't pull the cable and move the plugs. I have not had the sound issue/USB error recur since doing that. Hopefully, the new cable is sent and fixes it.  From what I am hearing from others the cable/connector is related to many issues. Some can get the black or flickering by wiggling the connector and/or USB plug. When the headset works it is fabulous in clarity. There is just nothing else out there like it at the moment and I am coming from a Lenovo Explorer (1440 x 1440).  

[Photoray002]

Good to know. Keep us updated on the results. Thanks

[Secoda]

Will do. The ETA on the new cable is 7/1.  

[Secoda]

Well - I am unhappy to report that I called Omen support on this case number just a while ago and no replacement cable was even shipped out now a week later which was supposed to arrive today. The issue is recurring and getting worse.  The screen has now gone blank several times besides the sound issues as the unit is used (warms up). I am thinking waiting for a cable that may never arrive isn't going to fix the problem anyways. I spoke to support today about replacing the unit but they wanted me call to back later today to see what happened to the cable replacement order. Why would they tell me to call back in four hours?

It is starting to sound like a runaround and maybe I just need to return the unit for a refund if still possible until they hammer out the problems affecting most of them.   I won't print the Case # and details here but I far as I can tell in other forums - most of the initial batch of these Reverb's have this same problem.  Please let me know the fastest way to do a return and refund since a replacement seems unlikely any time soon. 

Online the warranty for it when I registered says 36 months for the professional edition and two-day turnaround. What exactly does that mean?

[Arthur-c]

@Secoda 

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 Community's private message capability works, you can learn about that here.
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