HP Windows Mixed Reality Headset not connecting

[TJPrime]

Hello, I've been having some issues with my HP WMR Headset since buying it a year and a half ago. When trying to connect it to my PC with the WMR portal open, the screen gets stuck on "Connect your headset" when both the HDMI and USB cables are plugged in.

Initially, I assumed it was a problem with my PC. It was getting old anyway, so I decided to get a new custom built PC that should be capable of running WMR games. Trying to run WMR lead to the same problem. I then checked drivers after looking around online. I was suggested to check for updates (Windows 10 is fully up to date) and to re-install drivers. 

After trying to reinstall the driver, it came up as "Quanta QVR5-B2" before updating the driver, which reversed it to "Hololens sensor", albeit with an Error Code 43. After making a reddit post, one person suggested the firmware might be mucky. So, I was wondering if there was anything I can do to fix the firmware? If not, what's the best way to return/replace it? I bought it off amazon if that matters.

Thanks!

[sandytechy20]

@TJPrime

Welcome to HP support community.

Make sure your headset is connected to the correct ports on your computer. It should be plugged into the PC’s discrete graphics card and a USB 3.0 port. Here's how to identify the correct ports:

• USB 3.0 ports have a special logo with an "SS" mark (indicating "SuperSpeed"). The port's inside piece is normally blue, whereas older USB 2.0 ports are typically black or white on the inside.
• If your computer has two HDMI ports, use the one that connects to the graphics card, not the computer's motherboard. It's not always obvious which is which, though discrete ports are often located in an expansion slot on the computer. If you try one port and it doesn't work, try the other.

You can also refer this HP document for more assistance:- Click here

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[TJPrime]

Hi Sandy, the headset is connected to the right ports on my PC. I also added a USB 3.0 card, since the USB Host Controller seemed to not be compatibile with Windows Mixed Reality. However, that didn't fix the issue

[sandytechy20]

@TJPrime

Is there a way you can check with an alternate controller.

If not, do the calibration again.

Calibrating your Windows Mixed Reality headset's screen

To make adjustments, follow these steps:

1. Open settings on your PC.
2. Click on Mixed Reality.
3. From the sidebar, select headset display.
4. From here, you can alter two things: The quality of the visuals, and the calibration.

Let me know if that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[TJPrime]

What would an alternate controller be? If you mean USB host controller, I have tried it on one that had been recommended to me for WMR. I've also tried it on a friends computer with the same problem. 

I'm also not able to get to that page in settings - there is no button for Mixed Reality

Searching for Mixed Reality only brings up the option to uninstall it. My guess is that because I've never been able to completely set up Mixed Reality, maybe Windows hasn't registered I own the headset?

[sandytechy20]

@TJPrime

This might require remote access of your computer to fix it.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.