HP Reverb G2v2 Crashes with Blue then Black Screen in Headset

[Peter_B_5766]

In any of the VR apps I run, the headset runs great for about 10-40 mins then I get a bright blue screen in headset, then black screen, and audio stops. I remove the headset to see the app is no longer running and WMR portal is restarting.

I'm not using SteamVR as default. I'm running Opencomposite -> OpenXR - WMR. After every crash I see an error popup stating as follows:

C:\projects\openovr\DrvOpenXR\XrHMD.cpp:41 GetProjectionMatrix. Error code: -16 XrLocateViews(xr_session, &locateInfo, &state, XruEyeCount, &viewCount, views)

I switched to SteamVR and found that crashes too, even in the Steam Home.

My hardware is intel 8600k, GTX 1070, 16GB RAM and I'm getting ~45 fps in a flight sim with that using low, upscaled settings so that GPU memory use is just 6 of 8 GB and the CPU is running at about 60%. 

A developer familiar with the VR APIs told me that the crashes seem to be due to the headset losing connection with the runtime. 

I need support from HP to figure out what is at fault here: the headset, the cable, my hardware, or perhaps the firmware/software driving each end? 

[ub6424]

Hello @Peter_B_5766 

Where and in which store did you buy the device ? If you have proof of purchase (invoice) and valid warranty, contact the store that should then clarify the problem internally with HP.

Kind regards

[Peter_B_5766]

I bought it 3 weeks ago from HP.com, which is why I'm posting here.

[ub6424]

Hello @Peter_B_5766 

Your description points to a hardware error. The device will most likely have to be replaced.

Contact HP Support / HP Store

[Peter_B_5766]

How can I determine whether any potential hardware problem is the headset and not my PC, such as my USB ports, etc?

[ub6424]

(1) If you have HP computer you can use <HP Diagnositcs> to test all hardware components.

(2) Otherwise you have to contact support of computer manufacturer.

(3) Alternative:

Microsoft USB Test Tool (MUTT) devices

[Peter_B_5766]

I contacted support, they are sending me a new cable as a first step. if that doesn't work they will take the headset back to a service depot to look at it.

[ub6424]

Hello @Peter_B_5766 

Nice to hear ... keep me updated

Good luck

[Peter_B_5766 · Accepted solution]

The new cable that hp.com sent me (overnight) fixed the problem.

So please note that if you are getting the headset screen turn BLUE followed by a crash, the cable (even if its new) is the #1 suspect.

Well done HP, great support!!

[ub6424]

Great to her

Good luck and have fun