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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06984162

Version: 1

HP Reverb G2 Virtual Reality Headset - Common Issues

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 : 15-Dec-2020

Last updated : 15-Dec-2020

DESCRIPTION
The following topics may be addressed by the recommendations offered in this document:
  • Cable connection order
  • Headset display clarity
  • Error 7-14 'Something Went Wrong'
  • Error 13-14 'Something Went Wrong'
  • HP Motion Controller joystick sticks to one side
  • Mixed Reality Portal warning 'Can't run mixed reality on this headset'
  • Left display is stretched, and right display is off-centered and half black
  • HP Motion Controller models do not appear correctly in a game
  • SteamVR games don't appear to work correctly with HP Motion controllers
  • The headset does not recover from sleep (or other power states), or does not wake-up after 'hot-plugged' to the PC
  • Microphone is too sensitive and sometimes experiences audio clipping
  • Error 1-4 'Something Went Wrong'
  • Headset displays are not turning on
  • Headset is not providing full display performance

SCOPE
Systems:
  • HP Reverb G2 Virtual Reality Headset
Operating Systems:
  • Non-OS Specific
RESOLUTION
Topic
Recommendation
Is there a specific order to connect headset cables to a PC
  • Connect the 6-meter cable to the headset first before connecting to the PC or power supply.
  • Leave the 6-meter cable connected to the headset after initial installation.
  • When the headset is not in use, disconnect the power adapter from the 6-meter cable.
The image in the headset appears blurry
  • Make sure that the headset is worn correctly so that the wearer's eyes are centered with regards to the lenses.
  • Try to adjust the IPD (interpupillary distance). Note that Reverb G2 uses a hardware IPD. To change it, look for IPD adjustment on the bottom of the headset.
  • Continue to wear any prescription eyeglasses or contact lenses.
  • Check and clean the headset lenses as necessary (micro fiber cloth only no fluids).
  • Due to the advanced design of the headset there may be some minor image ghosting in the first few minutes when starting the device while cold until the headset lenses have the opportunity to warm up.
Error 7-14 'Something Went Wrong' when connecting the headset to the PC
  • Make sure that the most recent drivers are installed for the headset and USB controller.
  • Make sure that the Microsoft USB driver is used. There should be the word 'Microsoft' in the name of the "eXtensible Host Controller" device. See example below: The list of devices in Device Manager
  • Try plugging the cable into a different USB-3.0 port on your computer. (Try all USB Type-C and Type-A ports)
  • Use the included USB-C to A adapter to try different ports.
  • Try plugging the headset in through a USB Hub to the computer.
note:
HP recommends using only USB controllers built into the motherboard with Reverb G2 devices. If you are unable to connect your device after check all the available ports, please contact HP Support.
Error 13-14 'Something Went Wrong' when the PC resumes from hibernate (S4)
Sometimes during the resume process, the video card cannot establish a connection, so unplugging the USB Type-C from the PC and plugging it back may help to establish a connection.
The HP Motion Controller joystick will sometimes stick to one side
This issue is corrected by fully depressing the joystick until it clicks and it will move freely.
The Mixed Reality Portal says 'Can't run mixed reality on this headset' but this worked fine with a previous WMR headset
This may happen because the HP Reverb G2 requires a more powerful PC to ensure the best experience. For more information, please review the minimum PC requirements.
It looks like the left display is stretched, and the right display is off-centered and half black
This can happen when the headset is not running at the native resolution. Due to the nature of the high-resolution displays in the HP Reverb G2 HMD, not all computers will be able to render the native resolution. There is a fix coming in a future Windows Update that will address the rendering issue when the headset is not at the native resolution.
There are a few reasons why the computer is not able to render at the native resolution:
  • The DisplayPort on the system might not be 1.3 compatible, or it might not support all 4 lanes.
  • If a video connection adapter is used, it might not be HBR3 compatible, or it might not support all 4 lanes.
  • Computers with hybrid graphics might limit the bandwidth available to the DisplayPort.
note:
HP ZBook Mobile Workstations with hybrid graphics drive all external displays, including the headset, with the discrete GPU. As long as the ZBook configuration meets the minimum PC requirements, the hybrid nature of the unit will not affect functionality.
Why are the HP Motion Controller models not showing up correctly in a game
While most games do not display the controllers or use the models installed by the driver, some games use their own versions of the controller models, either to customize them or to display contextual help for the available inputs. Usually, this does not block any features of the games but might lead to confusion or visual artifacts. This can be fixed with an update of the game itself.
SteamVR games don't appear to work correctly with HP Motion controllers
While developers are working to update their games for HP Motion Controller compatibility, HP provided custom controller bindings for many of the most popular games on Steam. With "Windows Mixed Reality for SteamVR" fully updated to version 1.2.444, these bindings will be picked up automatically when the game is running. However, if the game does not seem to register actions, it's possible to manually search for custom binding profiles using the SteamVR Settings menu.
To do this,
  1. Open the SteamVR menu by pressing the right motion controller's menu button.
  2. Select the Settings icon in the bottom-right corner of the SteamVR menu.
  3. Select the Controllers tab.
  4. Select the Manage Controller Bindings option.
The active controller binding can be changed to "Custom", which will open up the option to try community-shared game bindings. If no custom game bindings have been shared for this game yet (or if not fully satisfied with the ones available), custom game bindings can be created, and even help the rest of the community by sharing them after testing in a few game sessions.
The headset won't recover from sleep (or other power states), or will not wake-up after 'hot-plugged' to the PC
Sometimes during the resume process, the video card cannot establish a connection, so unplugging the USB Type-C from your PC and plugging it back may help to establish a connection. If the headset still has troubles waking up, reboot the system. If the issue persists, try using a different USB port.
Others state I am very loud or that my audio is clipping while I am using the microphone with some applications
When the HP Reverb G2 microphone is initially recognized by Windows, it's automatically set to 100% input level. This is a default settings from Microsoft Windows. Because of the high quality microphones in Reverb G2, the sensitivity is much higher than the default Windows 10 settings expect. HP recommends setting the Reverb G2 microphone input level starting at 50%. An optimal setting will be specific to its user for use with applications which do not have an 'auto-gain' microphone setting. Examples of applications which have an 'auto-gain' are Skype, Zoom, Teams, and Cisco WebEx. Not all VR social or broadcasting applications have this feature.
Error 1-4 'Something Went Wrong' when connecting the headset to the PC
This issue may be fixed by unplugging and plugging the headset cables from the PC (making sure they are fully seated), or rebooting. If the issue persists, try connecting the video cable to a different DP port.
Mixed Reality Portal appears to be working correctly on the main PC display, but the headset displays are not turning on
This issue may be fixed by unplugging and plugging the headset cables from the PC (making sure they are fully seated), or rebooting. If the issue persists, please make sure that system drivers are up to date.
The headset does not appear to be providing full display performance (2160x2160 per eye at 90Hz and 8-bit color depth)
This issue can be fixed by unplugging and plugging the headset cables from the PC (making sure they are fully seated), or rebooting. If the issue persist, please make sure the computer is fully up-to-date and that it meets the Minimum System Requirements.

Hardware platforms affected : HP Reverb G2 Virtual Reality Headset

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06984162

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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