Reverb G2 v2 left lens goes black then both lenses go black

[Russkly66]

Silence still reigns!

Frustrating process.

I continue to pursue the legal route with the re-seller following guidance from Citizens Advice.

I'll keep this thread updated with progress.

[much_0_ado]

Add me also to the list of victims of this fault. 

Exact same symptoms as OP after 30 mins of use. Lots of heat at the top front left of headset where that cable connects.

G2 is 3 months out of warranty.

Tried all the troubleshooting but no joy.

I'm in Australia and the local HP support contact us page is completely blank 😞

Is this a recent problem? I can't find much reference to it beyond the last month or so

[Russkly66]

@Much_0_ado Sorry to hear that, mate. It's an expensive piece of kit from one of the world's premier B2C tech companies, so I suppose we all expect better quality and service.

I believe that the problem has been around for a couple of years (if you do a Google search, you'll see this problem mentioned on Reddit and various forums such as MSFS), but it was originally attributed to a volume issue, for which HP issued a firmware upgrade (hence HP Support's initial reply to my original post).

Unfortunately for many this is not the root cause, and there is clearly another fault. Some, like you, believe that it is related to an over-heating problem, but there is no definitive cause or solution identified that I can find.

Oddly enough, since HP Support said they'd send me a PM with a solution a few weeks ago, I have received nothing.

[CraigUK69]

Amazing that you haven't been able to follow up your 'private message' yet @Rushhkly66.

And sorry to see another with the same issue @Much_0_ado

Mine was almost exactly 30 mins in the beginning and when it cleared, would last a few mins before repeating. But recently, that has got worse and is now within minutes and repeats almost instantly.

I have attached thermal pics that show how hot the cable gets as it shows through the case and even conducts down the cable a bit. There is an area inside the plug where the heat is concentrated.. maybe some sort of IC??

Many have mentioned trying a new cable but it ending up being the headset and some have had success just with the cable.

Some mentioned a connection issue as the pins are very fine. Mine has stayed connected since the first insertion so it unlikely dust or contamination is an issue but who knows.

The sound issue you mentioned @Russkly66 seemed to be certain bass tones that drew too much power and overheated things. Fixed by putting the audio through EQ to remove the bass tones before they brought out the fix. Further suggesting that the entire setup is finely balanced as far as power draw goes.

I think there maybe more than one issue at play here but the symptoms certainly seem to be similar.

All of that is guesswork though. I have managed to source a replacement cable, so I will post an update shortly to see if that has eliminated the issue.

[noisyboy88]

Been having this issue for a few days now, will be phoning HP in the morning, a 12 month warranty isn't long enough for a product this expensive

[Russkly66]

@Noisyboy88 - Sorry to hear that and good luck with HP.

So far they've offered me the opportunity of a repair/replacement for an additional £375 and a personal message on this portal with a resolution that has never been received.

It seems that our numbers are growing, and I wonder if this fault is one that occurs only after a certain period, which sometimes seems to be just after the 12-month warranty has expired.

[noisyboy88]

@russkly66 - you too mate, I've ordered another cable from Amazon to see if that fixes the issue,

Cant seem to get through to HP on the phone, neither have I had a response on my own thread reporting this issue, so next steps will be Linkdin and some-one higher up the food chain. Never known service this bad on a product that costs so much.

[Russkly66]

I know, right?!

I used to work for HP too (entirely different division), and if my sales teams had treated our customers like this, I would not have kept my job very long.

Shame you've already ordered a cable - I could have sold you at a reduced price the one I bought from Amazon to try to solve the problem.

[noisyboy88]

**bleep** lol, have been completely unsuccesful in contacting HP at all, can't find a phone number listed anywhere for product support, sort of service I'd expect from a back alley ebay reseller, not a "premier" IT company that has been in operation for years

[Russkly66]

This is the number they gave me for the UK:

0207 660 3859

Bit of an arduous process to get through to the right dept., but you'll get there eventually.

If you're out of warranty, you may just get the same repair/replacement offer I got - £375 with only 90 days' warranty, bringing the investment in an HP Reverb G2 to almost a grand...which is what you'd pay for a premium product like a Valve or similar.