HP reverb G2. white lines flashing across the screen.

[cliff601]

had my Reverb G2 about 3 months. was working fine but now im getting white flashes across the screen then it blacks out for a few mins then comes on again then off again for about 5 mins then goes of completely. when i unplug the power for about 10 mins it starts working again for about 1 hr then goes again. started doing it yesterday.

its plugged into a USB A 3.2 socket on the case as it refused to work on the MB USB sockets.

its not registered with HP yet as i cant find out how to do it as no option to register it in the software and it doesnt recognise the serial number or product number in the HP website. plus the numbers r very hard to see they r so small.

newish PC built it about 4 months ago.

Win 11 pro

Ryzen 9 3900XT

GTX1080TI

X570 AM4 MB

32GB RAM

latest drivers updates and BIOS. well UEFI as windows 11 doesnt work with BIOS.

[cliff601]

 After finnaly registering my G2 the warrenty started long before i bought it. warrenty started in april but didnt get it till august. so 4 months lost on the warrenty.  so my guess is they started the warrenty when they finished making not when they sold it. had to wait 3 weeks from time of order till it arrived as they were out of stock so went on the pre order list. so the warrenty should of started 18th August not in April.

But looks like ive got the old cable not the newer cable so that might be the problem. But its a nightmare trying to get hold of support to get the replacement cable.  The shop i bought it from said he doesnt carry the cables so have to get a new 1 from HP. No phone number to ring on the contact us page. no options to report problems with the Reverb G2 as the drop down list doesnt have anything in it for the G2. Its all about their PC's and printers nothing else.

[cliff601]

cant get hold of anyone when ringing the number on the contact us page. just keep getting no routes found and they hang up. no online help at all no email addy to email.

[cliff601]

HP support doesnt exist outside the USA/Canada. phone number doesnt work that comes up to ring. No online chat as thats only for the USA/Canada.

Just keeps taking me round and round in circles asking for the serial number then select country which doesnt work cause to speak to an agent they just say this service is for USA only and a link to the European agent but that just takes me straight back to the US agent who again gives me a link for Europe.  Did manage to get a diff phone number to ring but that says not answering calls at the moment try again later. cant find that number again now as its now giving me the number that doesnt work again. or a diff number for if the warrenty has run out but u have to pay to use that number by buying the support at £21.99 for 1 call plus the cost of the call.

[praveenbv]

Hi@cliff601,

Thank you for waiting! I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send us a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

It's been a pleasure interacting with you and I hope you have a good day ahead.

To assist you better, do you have a previous case number or were you in contact with the escalations team?

I understand you need assistance and I’d love to help. However, we encourage our customers to create a public post so that the conversation may help other community members find a similar solution.

Hence, I would request you to create a public post with the same query, so that you may get your answers from the various members we have in our community forums at HP.

Keep me posted

[cliff601]

a case number was provided at 12:12 29/11/21 and closed again as 12:24 29/11/21 before i even had a chance to see the email.

[cliff601]

Thanks Praveen. Support rang me this morning and r sending out a new cable. should be here tomorrow.

Hopefully that will sort out the probs im having. but wont put solved till ive tried it just incase its a diff problem.

[praveenbv · Accepted solution]

Hi@cliff601,

Let me know if you need any other assistance and I'd be happy to help 🙂 

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

[cliff601]

cable still hasnt arrived. supposed to be same day deilvery according to Rico logistics who r delivering it. got the tracking number but not the username and password to login to find out where it is or the account and docket numbers that r also needed to track it.

2 days ive had to stay in waiting for it. told it would be here yesterday. support rang me this morning to ask if it had arrived. said no and he checked and said well it will be here today then but nope still not here and he was surprised that its rico doing it as u usualy use DHL or UPS.

http://trace.rico-logistics.co.uk/Warehouse/perl/whCreateMenu.pl

Thats the link in the email for tracking but it needs a username and password. which was not supplied. without being able to login i cant enter the tracking number.

Tried another page for them and that needs account number and docket number.

So havnt a clue where the cable is or when its going to arrive. support agent is going to ring me again Monday morning to see if the cable arrived and if it sorted out the problem.

[cliff601]

Seems HP didnt send the cable on wednesday according to the email i got and Support ringing me.

original email said they posted it wednesday and it will arrive thursday. support rang on Friday morning asking if it arrived but it hadnt. ended up having to stay home all day Thursday and Friday thinking that will it will arrive cause the 1st email and the support agent on the phone said thats when it will arrive but they hadnt even sent it till friday.

got another email with a diff tracking number this morning saying DHL was delivering it and the cable was sent yesterday (Friday). Its now arrived about 20 mins after getting the email to say its on its way.

it plugged into the USB C port on the motherboard and works which the old cable didnt work on. Tried it in windows home and everything is so much clearer than before. looks like a bigger sweetspot as well. havnt tried it with any games yet as i only woke up about 30 mins before it arrived. still have to get the cable into the anti kink cable tidy to stop it kinking as they always do that and can cause wires to break, 

But after taking off the old cable i did find a bad kink right where the cable clip is on the HMD. Seems the cable clip is whats causing the problems as the cable bends and kinks at that point where i cant get the anti kink cover on it. My old CV1 and rift S cables went in the same place. Cable clip covers up the kink so u cant see it till u take the clip off.

No hole in the HMD end of the cable to show if its fully plugged in or not like the old cable did and took me a few times pushing it  to get it to turn on as it wasnt pushed in enough.

It will take a few hrs of playing games to see if its fixed the flashing white lines and black outs though. usualy the flashing lines dont start til ive been using the HMD for about an hr or 2. noticed the front of the HMD where the cable plugs in started getting hot just when the flashing lines started so that might of been cause of the kink i found under the cable clip. So i wont be putting the cable clip back on.