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

[Dingo_Man]

Thanks @PM62. I hope this is all resolved soon. I had a blast with the Flight Simulator actually being in the cockpit and also with Beat Saber. I can use the simulator without VR but not Beat Saber. Looking forward to getting some exercise with it soon.

[Ducky139]

Having the same problem. Owned the headset for a week, was working great....then just stopped. Just down the last two hours trying to figure this nonsense out. 

does anyone have a number to call, the automated responses from tbe not are useless. 

[Dingo_Man]

1 800 334 5144 - HP Tech Support. They may say "workstation" but they handle the Reverb G2 as well. They can open a case for you. I've found the support to be excellent.

[PM62]

Received my second HP Reverb G2 unit this week. Out of the box clearly a used set; previously opened packages and cat's hair on the bags containing the headset and controllers. Not what I expected. 😞

I could live with the above if the headset I was sent was in working order. But it wasn't. Again the dreaded 4-1 error. Ran through all the procedures of checking drivers and reinstalling software again without succes. WMR software is stating that my system is ready for a headset, plugging in the headset results in the 4-1 error. Very frustrating.

Reached out to my dealer again; he was surprised as he thought he had sent me a new headset (is HP pushing around returned headsets?) and will sent me a new headset on short notice.

If that one fails it will be be a third strike for the Reverb and HP and a refund request for me.   

[Dingo_Man]

Hi @PM62. Did you already replace the cable? That's the prime suspect in the type of error you are seeing. I did get a replacement cable and it did not resolve my issue, but I never got the 4-1 error - just a dead headset.

Regarding the used headset, I got a used cable from a HP partner originally, and was disappointed. I don't really know if it was good or not because the headset turned out to be bad.

I sent my headset into HP and am waiting on a replacement. Not the best experience so far. Started out good. Called them on a Tuesday, and they overnighted me a box with return label prepaid. I received it Wednesday and sent the headset back same day. FedEx delivered it Thursday morning to the repair center in Grapevine TX.

They did not scan it in to the system as received until Monday morning. Then it just sat there all this week. I called and was told they were out of replacement headsets and it would be April 5 or so before any more come in. This is disappointing because they are still selling and shipping new headsets, but the replacement headsets are a different part number because they do not have the earphones, cable, power supply, etc.

So, I'm waiting. I definitely would complain about the cat hair infested used headset they sent you! Hope you get it resolved soon, and I hope I get my issue addressed soon too.

[Parrot2]

I returned the set to Connection and obtained a replacement which has worked perfectly for two weeks now.  It's pretty clear to me that this is a cable issue and I'm taking great care not to put extra strain on the new one (although I never stressed the first one either).  I suspect HP would be best off shortening the length of the cable.  I use mine solely for flight sim so for me at least, a shorter cable would be fine - the visuals are fantastic when it is working, as it currently is.

[PM62]

Hi @Dingo_Man,

With my first headset HP diagnosed the problem to be a defective cable. I was placed on a waiting list for a replacement cable. After three weeks waiting and another three weeks announced, I found this no longer acceptable. I asked for and received a DOA-form so I could get a full replacement of the set from my dealer. And you read my story of the feline replacement I received.

I have spent a lot of hours diagnosing the problems with both headsets because when it does work it is a very nice piece of equipment to use for simracing and flying. I am quite sure that the issues I am experiencing are not due to my setup. HP is not helpful in providing solutions nor giving indepht diagnosis of my issues, I fear they are currently not in control of their technical analysis competence and their distribution chain. A pretty lethal combination.

As to your assessment of a dead headset; it is hard for me to determine the exact cause of the problem as I can‘t 'look into' the device (as I would expect HP should be able to do). The 4-1 errors on both of the devices I received were similar but there were also differences. The first set worked without issues for two weeks, the second one was dead out of the box. The first set abruptly stopped being recognised by Windows device manager while the second set is detected by Windows device manager but not by the WMR-software.

I have reached the point where I have become indifferent about the cause of the problem. I just want a working device (with or without cat's fur, I am also indifferent to that 😉) or my money back. At least I am alligned with HP on the indifference attitude.

Not indifferent to your struggles, though. I hope you get them sorted out soon.

[VRSimmer_UK]

Outrageous to hear about HP sending out used units as a replacement.  People have purchased in good faith a new headset to be sent a used headset.  Alas i am reading other reports of this also from other online sources and forums.  How can they be sent a used headset when this is resulting from the headset having poor design and qality control resulting in so many of these units failing.

It has to be said however in todays climate of Covid transmission, and the location of where this tech is worn why are HP risking customer safety (lab test have shown the virus can remain active for 3-4 weeks on a surface if in the right conditions - aka dark cuboard, like a box for example).

Apologise in advance for the blanked out swearing however feel so strongly on this but what the fu*k is going on !?  We know you dont value your customers otherwise you would improve the carcrash that is the customer service department but to risk peoples lives, that is totally unacceptable.

Totally unnacceptable and an utter disgrace. 

HP NEED TO TAKE ACCOUNT FOR THEIR ACTIONS AND 5 MONTHS ON FROM LAUNCH NEED TO GET THEIR HEAD OUT OF THE SAND!

[Ducky139]

Thanx, I finally got through to them and they sent me a new cable.  Apparently they’ve had problems with the cable. The new cables work so far. 

[Dingo_Man]

That hardest problems to solve are those where there is more than one cause. In this case it's possible both cable and headset have an issue. Maybe one caused an issue in the other, who knows?

My observation on the cable is that if you route the cable above the headset, then when taking off the headset the cable is bent 90 degrees over an inch or so, and this tight bend can break the cable. HP has documented an article on bending breaking the cable, when someone put shrink tubing on the cable to prevent bends but it only made it worse.

If you wear glasses with the headset, as I do, the easiest way to put the headset on and take it off is to pivot the headset so it can be slipped directly on the face from the front, then pivot the headgear down over your head after the eyepiece is situated over the glasses. This pivot of the headset is what bends the cable.

If you don't wear glasses you can probably pull the gear on and off your face without pivoting, and maybe the headset cable does not bend much. It would be interesting to know if many people with the problem are wearing glasses.

There is a way to route the cable below the headset so when you pivot it, the cable is not bent. I am not sure it was intended to be used that way, since you probably would not be able to use the plastic clip on the back of the headset - the cable would just sit on your shoulders.

If I ever get a working headset and cable, I'll try to minimize any bending. I do hope the new cable part number being sent out now is less susceptible to damage.