No Audio After Firmware Upgrade Attempt

[BalazsG]

For the past couple of days I've been getting crackling audio in the headset, in both ears. I found the SP113237 firmware upgrade while looking at the forums. Since it mentions audio issues, I thought this would fix my crackling issues.

Upon clicking start in the updater, the progress bar indicated that something is happening, however shortly after, it hung with the message "waiting for device reset". At this point the headset was still on the WMR home screen and it seemed as if nothing was happening.

After 10 or so minutes, I've unplugged the headset from mains socket and plugged it back in. The headset came back into WMR home but with no sound this time. The "Realtek USB Audio" speaker and microphone devices that used to show up under Windows' sound settings are not there anymore; neither in sound settings, nor in device manager.

I've tried run the firmware updater again, however it now shows "Cannot detect an HP Reverb G2 headset. Please check the USB cable connection".

I've tried plugging into different USB and DisplayPort sockets, updating graphics and other drivers, but I still have no sound and the firmware updater still doesn't recognize the headset.

The headset and controllers do actually work (without sound) and so I would think this is not an issue with the USB connection, like the FW updater states.

Any help would be appreciated.

[BalazsG]

I have also tried with the SP112954 firmware updater, this one states "No USB Audio".

[KrazyToad]

@BalazsG

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers, Firmware for your HP Products

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[BalazsG]

Did not help.

Also tried on a completely different PC where the headset was never used before. Same issue with the audio, as well as the firmware updater.

[KrazyToad]

Thanks for keeping me posted

At this point I suggest you contact HP Support in your region for service options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.
 

Thank you

[BalazsG]

 I have been informed that I will be receiving a replacement unit.

Thank you.

[KrazyToad]

Thanks for the update ☺️

[ArielI85]

same