HP Reverb G2 / Failed firmware update - No Sound on the headset

[GuillermoZS]

I downloaded the latest firmware update (sp113237). Executed the installer and everything seemed to work well (the headset was recognized). I quit the installer before pressing the "Start" button since I intended to update the firmware later. However, when I came back the installer doesn´t seem to recognize the headset anymore, stating in red "Cannot detect an HP Reverb G2 headset. Please check the USB cable connection".

Further, I lost the sound from the headset. Video is playing fine but the sound comes out from the computer, without switching to the headset...

Cables are properly connected and WMR doesn´t show any error. Since the firmware updater does not recognize the headset I cannot reinstall firmware nor update it, and cant manage to get the sound back to the headset... I´ve tried reinstalling all drivers and even reinstalling WMR, without success... 

I know some other people has had the  same problem but could not find a solution... any help would be much appreciated.

[praveenbv]

Hi@GuillermoZS, Welcome to the HP Support Community!

Install and update the latest BIOS & video card drivers, once done, use the below steps: 

1. Open the controller's battery cover. 

2. Press and hold the pairing button. It is located below the batteries. 

3. Press and hold the Windows button for five seconds. 

4. Release both buttons simultaneously. The process of resetting should take about 15 seconds. 

5. Pair your motion controllers with your PC. 

Once done, try the below steps: 

1. Open the Mixed Reality Portal app on your PC. 

2. In the side menu click on see more. 

3. Select set up controllers. 

4. In the settings screen you now see, click add Bluetooth or other device. 

5. Open the battery door on your controllers. 

6. Press the small button below the batteries for 2 seconds until the lights flash. 

7. When the controllers appear in the list, click connect. 

Now, put on your headset and make sure that they're working and tracking OK. If you don't see them as in the image above, hold down the Windows button for two seconds until it vibrates to turn them off. 

Then repeat the process to turn them back on again and this should make them both appear in front of you. 

Once the controllers have paired over Bluetooth the lights on the ring will stop flashing and instead stay bright and steady. 

Hope this helps! Keep me posted.

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Have a great day! 

[GuillermoZS]

Hi Praveenbv,

Just to confirm, is this process related to resetting the headset firmware (not the controllers) to its original state? This process seems related specifically to reset the controllers, not the headset (I have no problems with the controllers, just with the headset connection/sound). 

Thanks a lot

[praveenbv]

Hi@ GuillermoZS,

Reverb G2 to support the notebook needs to be checked by taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

[GuillermoZS]

I’ve already returned the unit. Thank you for the great support