HP Reverb G2 Issues

[Darran2021]

Hi,

I bought a brand new HP Reverb G2 off of amazon on the 27th of Sep, so I've had the device a little over a month.

Last night it suddenly stopped connecting and i haven't been able to get it to work since. The WMR software says 'Error code: 7-14'.
I should first explain some initial connection issues i had when i first got the device, and the things I've tried to fix the current issue..

The day i received the headset and connected it to the pc it came up with that same connection error.

So, i googled it, and it turned out AM4 boards were having connectivity issues? Especially X570 boards?

A lot of people said to request HP send a 2.0 cable which apparently resolves the issue..? (I have no idea if i have the first gen cable or the second gen cable. Apparently all new units are automatically sent with the new 2.0 cable? However there's no way of me telling whether the stock held and sent to me by amazon was manufactured before or after this update was made by HP)..
However, before requesting HP send me a new cable, some people suggested trying the USB in different ports.

I have an X570 board. (The asus crosshair viii hero to be precise). Which has a usb-c port. I tried it in that port initially, with no joy. Then, i used the provided usb c to regular usb adaptor that came in the box, again, with no joy with the first 3 ports i tired. However, the 4th port i tried, it worked! I have been using the Reverb successful since then for the last month. (A hand full of times it would say it couldn't connect to the headset, but all i needed to do was unplug the device and reconnect it or restart my PC to get it to connect again.)

I should mention (not that i think its the cause of the issue but just to be clear), when i first got it working a month ago, i was using Windows 10. Then, about 2-3 weeks ago i upgraded to windows 11. This meant a complete fresh format and install of my drive, so obviously WMR had to be reinstalled. Again i managed to get it connected and working with the same USB port as before. This leads me to believe its not the cable that is at fault. (Although it is funny and suspicious how it would only work in one specific USB port and none of the others?)
Anyways, as i say, Its been working fine for those few weeks I've been using windows 11 - hence why i don't think the windows upgrade is the cause of the issue.
However, as some of you may be aware, windows 11 has caused some performance issues with AMD CPU's / AM4 chipsets.

AMD recently fixed this issue with a chipset update.
So naturally, i installed this new chipset driver 4 days ago. However, again, I'm not convinced this has caused the issue since it was working fine after updating the chipset for the first 3 days. (I have used the headset everyday since the chipset update). Then.. All of a sudden, it suddenly stopped working last night for seemingly no reason..
(I just thought it worth mentioning the windows and chipset upgrade to rule out all possible scenarios.)

So last night i had turned my pc on and WMR and the headset would automatically turn on (as usual) with the booting up of the computer. I didn't want to use the headset at this time so i shut down the WMR software which turns it off. (I've done this before and i simply open the WMR software back up again when i want to use it.)
Fast forward a couple of hours and when i went to use my Reverb, WMR and Steam VR opened up no problem and i could hear audio coming through the headset speakers. However the lenses/screen on the headset were completely black. (No 'Error code: 7-14' on the WMR - as far as WMR was concerned, it was connected, and as i say, i was getting audio from the game.)
As i stated above, I've had this happen a couple times before and all it took was for me to either unplug then replug the device. (I did this and nothing happened.)
Or, rebooting my PC.. And again, it didn't work.
Only now, since the restart, whenever i open WMR i don't just get a black screen, but it now says it can no longer connect to my headset (Error code: 7-14).
Also, I've noticed the HP logo on the front of the headset doesn't light up? Isn't that meant to light up as soon as you plug the mains in and provide it with power? regardless of whether it has a connection to windows via the USB? That makes me think its something wrong with the actual headset / power supply rather than the cable itself? Or does the HP logo only light up when its recognised by WMR software?

So, to save people suggesting things I've already tried, I'll list all the things I've tried so far.

- I've took the usb out and put it back in again (multiple times on multiple computer restarts). No joy.
- I've tried plugging the usb in to EVERY available usb port on my motherboard and PC case - multiple times. and then back again to the one that initially worked. No joy.
- I've took the display port cable out of the headset and replaced it (making sure its all the way in and not loose.) - Same with the display port on the graphics card. No joy.
- I'm based in the UK and we have 3 pin plugs. The headset i bought was sent with a 2 pin plug so I've been using a 2 pin to 3 pin adaptor. I thought perhaps the fuse had blown? So, i tried it with a brand new fuse (2 in fact) and still no joy. (I'm assuming if the headset wasn't getting power from the plug, the white LED on the small break out box would not be on? But it is..)
- I've tried updating all drivers (usb drivers, wmr driver and even reinstalled that AMD chipset update)  all no joy.
- I've uninstalled and re-installed WMR software/app. No joy.
- I do not have access to another PC to see if it works on a different chipset. So i can't test / rule this out unfortunately. 

I don't know what else to do. And I'm completely baffled that it was working for a month and now its just randomly stopped connecting.
Surely if the AM4 / Cable problem was the issue, I'd of never got it working in the first place?
Or maybe that one port was just a fluke and now its packed in, and therefor getting the new 2.0 cable will fix the problem somehow?
But i don't even know if i already have that updated cable or not.. And if i don't, how would i go about getting HP to send me one? Again, i live in the UK. I'm assuming HP is either a European or American company hence the 2 pin plug?

I've read on other forums that people have fixed this issue by buying a USB 3.0 PCIE hub?
However id rather not go that route if it can be helped. For a start, i shouldn't have to spend more money for further hardware just to get it to work. It should work straight out of the box. -_-
And also, my graphics card is super thick and the bottom of the card where the fans are, sits about 2/3mm above my second PCIE slot. So if i were to put a usb hub into that PCIE slot, that board is gonna be extreme close to my graphics cards fans, restricting airflow - which is obviously not ideal...

Will HP try solving the issue with a new cable free of charge?
And if so, if that doesn't solve the issue, has my headset somehow died?
Its literally only a month old and I'm really annoyed about all this. It's a brilliant headset (compared to my old original HTC Vive, it was a huge upgrade in Res and reduced screen door effect). So i love the product.
I don't even want my money back, just a replacement headset that actually works! However, since i bought it through Amazon, would it be HP or Amazon that would have to deal with that?
Its so frustrating and such a inconvenience to have to go through all this. It's a good headset but very disappointed with these well known issues! (Since I'm not the only person who's had problems according to google and the forums).
For a £500 device, you'd expect better. -_-

Someone please help!

Not that i think full pc specs will be relevant, since it seems to be a motherboard / chipset issue, but I'll list full pc specs just in case, to rule everything out.

ASUS Crosshair viii Hero, X570 MB
32GB, 3200 Mhz ram
GTX 2080 TI, graphics card
Windows, WMR and SteamVR all installed on a Sabrent 1TB Rocket Nvme PCIe 4.0 M.2
System running on Windows 11 (all fully updated).
PSU Corsair HX1000i

Sorry for the essay. 🙂

[praveenbv]

Hi@ Darran2021,

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.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Have a great day

[cliff601]

its mostly the cable causing the probs. They tend to bend and kink a lot which could break wires inside. I had the same prob with 2 oculus CV1 and an Oculus rift S none lasted more than 6 months before the cables had to be changed.

My G2 only last a 3 months before the cable got screwed up. Even with putting it inside a cable tidy to try and stop it bending it still does it but not as much. Main place it tends to kink and break is by the cable clip on the HMD where u cant fit a cable tidy. dont use the shrink wrap types as they invalidate the warrenty use the snake type ones where u put it inside it and do it up like a zip. Wilko sell them. it allows air to flow through it so it doesnt get too hot and it does help to stop the cable curling up and kinking.

U might find the RTX2080TI might slow down games a bit as they have lower clock speeds than the GTX 1080TI. i changed my 2080TI for a 1080TI and found the 1080TI was actualy a lot better.

Only advantage the 2080TI has is ray tracing and it works better with 4k.

Warrenty could be an issue as for some reason u dont get 12 months as they might of started the warenty running before u bought it.

Bought mine 8th August, delivered 18th Aug but warrenty started in April.

[praveenbv]

Hi@cliff601

Reverb G2 to support the notebook needs to be checked 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.