HP Reverb G2 not detected

[tini_27]

Dear HP Europe, 

I received a HP Reverb G2 in december that continuously has connection problems. It is not detected by my

PC (Asus B360 board, 16 GB, geforce 2070S, i5-9700, latest drivers + update) 

while the white LED on the cablebox blinks. 

However, when I disconnect the headset cable and reconnect it the G2 works as it should - at least until i power it up again when the detection issue reappears. I tried all USB 3 on my rig incl adapter and an active hub to no avail. 

HP Support has TWICE promised to send me a connection kit as a fix and closed my unsolved case, but after now 6 week of wait nothing has arrived and I begin to question HP's sincerity. If HP cant fix the issue I want a new headset that works or my money back. 

Please advise, 

[MYNY]

Check your device manager to see if any issues are detected with the USB hub. If you see issues there, they need to be resolved with driver updates ect ..

If you have no issues there, the problem can be caused by the USB chipset and you can trying buying a USB 3.1 addon in card to test the headset to see if it resolves the issue. If that still doesn't resolve it, it can be a weak power supply not allowing the USB hub to offer enough power to the headset. 

Do any other USB  devices cause problems for you ?

[tini_27]

thx for trying,

drivers and win update are up to date, no issues in the device manager

usb add-on card is not possible as I have no slot left,

tried an active USB hub without effect,

as i wrote, HP support Europe twice promised to send me a connection kit that is supposed to fix the issue before christmas but does not deliver so far, so i guess i will have to return the headset for a refund or replacement 

cheers 

[MYNY]

Open the Microsoft Store from the start menu and click the little dots on the top right of the screen.

Make sure you do all the updates listed there if any. This is not the same as the standard Windows update your system engages in via the operating system Windows update service.

I installed "HP Reverb G2 VR Headset Setup",  "Mixed Reality Portal" and "OpenXR for Windows Mixed Reality" from there. I recommend you do all the updates because that is where the Windows Mixed Reality updates are listed.

[eternity57]

Same issue with my high end MSI MEG Unify X570.

All known checks and options/workaround tested so far without any success.

Regards

[MYNY]

Some HP Reverb G2 owners are stating that changing their default PCI Express slot settings in the BIOS from Gen 4 to Gen 3 resolves their connectivity issues. Check your system BIOS to see if it offers such an option. It may resolve your issues.

[eternity57]

Thank you MYNY ! Don't know to whom you are answering.

Those two ones have been already checks - see here

[MYNY]

I'm replying in general ..

Maybe this will help troubleshoot ...

I have Windows 10 Pro 64X

Device manager shows me ...

"HP Reverb Virtual Reality Headset G2" listed under "Mixed Reality devices"

"Driver Details" button shows ..

Driver File Details

C\WINDOWS\system32\drivers\SpatialGraphFilter.sys
C\WINDOWS\system32\drivers\vhf.sys
C\WINDOWS\system32\drivers\WUDFRd.sys

Then a bunch of hololenssensors.inf_amd64_ files listed under that.

File version: 10.0.18362.1 (WinBuild. 160101.0800)

[tini_27 · Accepted solution]

After 3 months of support exchanges I finally received a new G2 headset cable rev2A and  - surprise, surprise - the headset works!!

Forget all deliberations on drivers, windows work arounds, usb-hubs or other diversions. This was a HP hardware issue and they must have known it, but denied their error as replacement cables were hard to come by.  This episode of bad quality control and slow remedy will remain a black mark for HP. 

[Dingo_Man]

Glad you got the replacement headset and it is working. I am still waiting on mine - exchange was started March 9 and here it is April 6 and HP cannot tell me when they will have a replacement part in stock. I am glad to see some folks are getting replacements. Hopefully my turn will be coming soon.