Reverb G2 briefly worked and now gives Error code 4-1 in Mixed Reality Portal

[arleas]

I'm about to do the same thing and return this heap of junk.  I had HOPED they had fixed the issues they had from the first time around with the Reverb G1... I should have known that they weren't up to the task of shipping a decent quality product. It's a shame too because for the time it actually worked, I was impressed with the quality of the image (though the FOV was pitiful).

HP should stick to making crappy printers and generic computers. 

[alessandrohalen]

Tech issues when launching a new product can happen to anyone,  HP is no exception. Time to market is being weighted against quality assurance- the typical name of the game.  But what worries most is the total lack of feedback and responsiveness from them. After months since product launch they still haven't presented any root cause or fix to this issue. So for the time being the number of customers that will run into this issue will keep piling up.  

Either HP doesn't care or hopefully they will present some kind of proactiveness and transparency.  Let's see if they continue to build bad will or if they are professionals and  actually resolve this.    

[SeruGiran]

Same issue in my case, unit ordered in august 2020 via Amazon Spain.

MB MSI Mortar B550m, Ryzen 7 5800X, Nvidia RTX 3080.

G2 was not even detected when connecting to the back or front panels of the MO type C or A.

I used my monitor as a USB 3.0 hub and it worked for 1 day. But during game sessions I had several blue screens which led me to make a quick recenter of the HMD.

Now I only get the 4-1 error message, I tried another USB 3.0 hub and I have the same problem. My Valve Index works flawesly from day 1, not a single error in 1 year of use. Maybe I'll have to wait for a G3 100% tested.

Doing a RMA right now.

[Laciga]

The issue is the same here - I looked at the USB connector physically - it looks some pins are missing - so cannot be possibly recognised as high speed USB device 🙂 

Here is the photo:

Will try to do a  better one but it's clearly 10 pins, not 12 🙂  on one side. The 4-1 message says: check the cable - I did... 

It is worth checking yours too... I think computer spec is irrelevant - my PC has only USB 3.x  ports anyway...

Here is the USB-C pin layout link:

https://components101.com/connectors/usb-type-c-connector-pinout-datasheet

[Laciga]

Thanks for your comments Olli_Gee - just reading through the posts - I had the same discovery - the USB -C connector looks like the culprit - I need to look at the USB end with a loupe - I suspect that the cause for uneven distribution that the pins folded from one side to the another - and all 24 (-2) are on the same side. Its too bad that we need to QC the manufacturing 🙂

[Oops01]

I've had the Error code 4-1 all day since last night, I've tried switching USB ports and I've even installed a high speed USB card in my PC all to no avail, but what did work for me was switching over display ports on the back of my PC, so I switched over the monitor and the headset and guess what it worked, not sure how long it will last but I'll take it 🙂

[VRSimmer_UK]

Ok nice find and you would think that would be a logical re pins missing.

However on a USB C plug , on one side (known as the B side)  the plug will miss Pin 6&7 which is responsible for USB2 connections, however on the receptor socket they are wired for both (so can plug in both ways and still work)

I'm not saying its not the connecter as they do not appear premium in nature, i'll enclose some shots of mine after a month of use (and problems)! 

[LJ41]

Just an update for the thread:  Spoke with customer service today - the gentleman asked whether I had tried a powered hub and I responded yes.  Then he immediately said it sounds like it's the cable and HP will send me out a replacement.  The impression I got was that HP seems to be aware of the cable issue (that's the "good").....the "bad"?  Well, if things go well, I should be able to get a replacement sent to me in March - if I'm lucky!

HP is really making it difficult for me to recommend them - poor quality control (i.e. using a cable in which a significant number seem to have issues), poor communication (i.e. initially having us try everything from different ports to powered hubs as opposed to being up front and admitting the cable is problematic); and poor inventory management (i.e. an estimated time of at least 2 months to get a replacement cable - and that's if I am lucky?!?). 

At least the support person was friendly and didn't waste my time with a lot of "have you tried this?  Or this?  etc".

And the battle continues - I'll keep you folks advised.  

LJ

[guitartom47]

For what it's worth, I've had this issue and also talked with HP who were helpful, but also told me it would be a two month wait to get a cable - then I called Connection, where I bought the G2 and spoke with a lovely, very helpful lady by the name of Linda. She had me taken care of and sent out a new headset within the week. Return delivery of the old G2 was paid for by Connection. The new one works as well as the old one, but I'm VERY much more careful with the cable,

[LJ41]

Unfortunately I bought the headset directly from HP Canada so I'm forced to deal with it - which leads me to question why a 3rd party vendor has better inventory management than the actual manufacturer/supplier (geez, I am really sounding like a negative guy). However, it is good news that the headset you received works (the more replacement headsets that work, the more likely that HP has fixed its apparent quality control issue).

Stay safe;

LJ