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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06308089

Version: 1

HP Reverb Virtual Reality Headset - Headset Not Working, Alert in Device Manager After Connecting

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 23-Apr-2019

Last updated : 23-Apr-2019

DESCRIPTION
The headset does not work when initially connected, and the Device Manager shows an alert on HoloLens Sensors under Other devices.
Figure 1. Other devices has alert in Device Manager
Headset not working alert shown in Device Manager
The issue occurs because the driver needs to be installed. The driver will be installed automatically when the computer connects to the internet, but the driver installation can take several minutes to complete.

SCOPE
Information in this document applies to the following:
Accessories:
HP Reverb Virtual Reality Headset
Operating Systems:
Microsoft Windows 10 RS5 (Version 1809)
RESOLUTION
The headset driver must be installed the first time it is connected:
  1. Make sure both headset cables (USB and DP cables) are connected.
  2. Make sure the computer is connected to the internet.
  3. Allow at least 2 minutes for the driver to update.
  4. Check the device manager; you should now see the headset listed under Mixed Reality devices.


    Figure 2. Headset driver installed, headset appears in Device Manager


    Headset driver installed and headset appears in Device Manager

  5. The headset should work properly now.

Hardware platforms affected : HP Reverb Virtual Reality Headset

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06308089

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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