Reverb Issues

[Delta59R]

Just wanted to report issues I'm having with the HP Reverb. I feel like its a driver/gpu issue but cannot confirm. I'm about to start trying a few things but wanted to quickly log it on the forum. My system, 8700k, 32gigs,1080ti. Performance is fine, nice smooth and steady 45fps. Typical gpu and cpu usage as was with O+. BUT issues below..

 

 

- First headset will black out

- Second monitor will black out

- I can still hear the sound of DCS and people in TeamSpeak

- They cannot hear me

- Yet the computer is unresponsive and ctrl alt del or win key is no help

- I am forced to manually push the reset button on case.

- The same thing has been experienced setting inactive on desktop with WMR on off to the side so not only a DCS issue

- occasional momentary drop out of the right side earphone

- a few times I have noticed scrambled/static picture on the headset but the duplicated image on monitor looks fine

Edited June 21, 2019 by Delta59R

[fearlessfrog]

I don't have a Reverb, so perhaps those that do could answer better, but I have been following what's going on with them on the various forums.

 

It sounds like either:

 

- the connector cable is loose or malfunctioning. If you hook it up behind the back headband then it might help, with zipties or something to take the weight.

 

- the USB power draw is too high, in that the headset is either drawing too much power from the USB 3.0 connection or your USB power is not right.

 

People have had some success with using a PCIe USB hub, but one that connects direct to your PC's USB (with a molex of its own etc) as an extra expansion card. Don't use an external USB hub with it's own power supply, as they are often just as bad a motherboard USB chipsets. It's also possible the connector and cable are the culprit, but that a better USB 3.1 connection helps get through that, i.e. the issues are all connected as a design problem.

 

You could try unplugging every other USB device you can and see if it helps, to narrow it down.

 

Personally I would be tempted to contact HP regardless for an RMA, as people on various forums have been saying that their issues are getting addressed, but to the extent they are getting sent replacement updated design cables and the like. I would not be surprised to see a hardware revision coming up, so if you do need a replacement then hopefully you'll be first in line for one of those.

 

Hope that helps.

[Delta59R]

A few more noticed issues, sometimes restarting or powering down the computer hangs or takes longer than normal. Also have seen "couldn't start windows mixed reality" in wmr window upon getting to desktop, screen shot below.

 

I am in the process of doing the following,

 

 

uninstall/reinstall wmr

uninstall/reinstall steam vr

manually delete vr related files under steam

uninstall 430.86 and install 430.64 nvidia driver

Edited June 21, 2019 by Delta59R

[Delta59R]

I don't have a Reverb, so perhaps those that do could answer better, but I have been following what's going on with them on the various forums.

 

It sounds like either:

 

- the connector cable is loose or malfunctioning. If you hook it up behind the back headband then it might help, with zipties or something to take the weight.

 

- the USB power draw is too high, in that the headset is either drawing too much power from the USB 3.0 connection or your USB power is not right.

 

People have had some success with using a PCIe USB hub, but one that connects direct to your PC's USB (with a molex of its own etc) as an extra expansion card. Don't use an external USB hub with it's own power supply, as they are often just as bad a motherboard USB chipsets. It's also possible the connector and cable are the culprit, but that a better USB 3.1 connection helps get through that, i.e. the issues are all connected as a design problem.

 

You could try unplugging every other USB device you can and see if it helps, to narrow it down.

 

Personally I would be tempted to contact HP regardless for an RMA, as people on various forums have been saying that their issues are getting addressed, but to the extent they are getting sent replacement updated design cables and the like. I would not be surprised to see a hardware revision coming up, so if you do need a replacement then hopefully you'll be first in line for one of those.

 

Hope that helps.

 

Thanks for the help. I will look into those possibilities. Im using a asus Hero X and have the ubs plugged into the back of the mobo.

[Delta59R]

Just found after looking at the manual that there is actually a single USB 3.1 (gen 2) . Another possibility!

[Delta59R]

Well tried all those things and still no dice. HP to call back next week, rma/tech support process started. At first they were just going to send an exchange but after figuring out it is the "professional version" which falls under the commercial side they want to allow their level 3s a chance to dig a bit more. In the mean time they suggested doing the windows update to 1903 and updating chipset usb drivers. Fun fun fun

[eaglecash867]

Your alternating black screen between the HMD and your monitor, along with the whole system just locking up sounds like an issue I had while I was experimenting with the display port connection. Are you plugging your Reverb directly into an actual display port connector on your GPU, or are you using any extensions or adapters?

 

I also see from the motherboard connector diagram you posted that you might be plugging your Reverb's USB connector into one of the existing USB ports on your motherboard. I've never had much luck running an HMD on a motherboard port. I also didn't have much luck with a self-powered USB hub, because of all the things I have plugged in while simming. What I found that works reliably is a USB card that plugs into a PCIe slot and has a direct connection to my PSU. HMDs like my Rift are notorious power hogs, and I imagine my Reverb is even more so, since it uses more conventional methods of backlighting, as opposed to LEDs that draw a lot less current.

[Delta59R]

Your alternating black screen between the HMD and your monitor, along with the whole system just locking up sounds like an issue I had while I was experimenting with the display port connection. Are you plugging your Reverb directly into an actual display port connector on your GPU, or are you using any extensions or adapters?

 

I also see from the motherboard connector diagram you posted that you might be plugging your Reverb's USB connector into one of the existing USB ports on your motherboard. I've never had much luck running an HMD on a motherboard port. I also didn't have much luck with a self-powered USB hub, because of all the things I have plugged in while simming. What I found that works reliably is a USB card that plugs into a PCIe slot and has a direct connection to my PSU. HMDs like my Rift are notorious power hogs, and I imagine my Reverb is even more so, since it uses more conventional methods of backlighting, as opposed to LEDs that draw a lot less current.

 

I am connecting directly and have tried all 3 DP on the 1080ti. Also have tried all 4 usb 3.1 gen1 and the one usb 3.1 gen2 on the io panel. Thanks for the suggestion. There is a frys near by, might make a trip to grab a pcie usb card in the morning if the windows update and usb chipset driver doesn't help.

[Delta59R]

Still no luck usb drivers, chipset drivers and windows 1903 had no change. I even went back to 430.86 nvidia driver. I guess ill give the pcie usb card a shot but I have my doubts..

 

 

I fired up old reliable ( the O+) and she runs flawless.. I must say, yes the Reverb screens are awesome but the cable compared to the O+ is horrible, way too stiff, bulky and heavy. I also prefer the comfort of the O+ over the reverb. Just a few thoughts after switching back.

[Delta59R]

No luck with the powered USB 3.0 add in card. Same thing,

 

 

-Headset goes black

-desktop mouse curser disappears (but u can arrow around to highlight)

-Monitor blacks out

-got to push the reset button..

[Delta59R]

Update,

 

Sending the unit to HP via Next Day Air so they can diagnose and possibly fix the problem.

 

I was given three options, refund, diagnose/repair or replacement. I preferred replacement but according to them they weren't sure when ( maybe one week) they would have a replacement unit to send me.

[Delta59R]

Update,

 

Engineers found that my unit has "hardware issues" , no word yet on a solution, whether it be repair or replacement. Probably won't know till Monday.

[Delta59R]

Update,

 

 

HP threw in the towel.. They couldn't fix the headset and still after 2 weeks had NO ETA on headsets even for them!.. and they're the engineer/repair team!.. doesn't look good. Anyway, they gave me 2 options refund or wait. I said lets just do the refund. I asked if I could do the refund and be put on a (possibly) list for repurchase, (to give me more options) but that was a big NOPE. Supposed to get a call from the refund department tomorrow to finalize things.

[Delta59R]

Update,

 

 

HP doesn't want to refund me the taxes payed... ~50bucks

[Delta59R]

Update,

 

 

 

 

 

 

 

Told them that wasn't going to work ,so they offered me a mouse or keyboard to make up for the 50 bucks. I told them to just send the unit back so I could sent it back to the seller. They didn't know how to handle that so I'm waiting on a call back... what a sht show.

[Delta59R]

Update, HP sent the headset back to me via next day air, now in process of setting up return with seller.

[Vullcan]

That's pretty normal though, a manufacture isn't going to refund someone for a purchase through a 3rd party, outside of what, vehicle sales and the lemon law?

It seems like a gesture of goodwill for them to offer you a almost full refund in the first place.

 

That said, they are showing a major lack of support in getting you a replacement headset that actually works. IMO, they should be sending you a replacement headset and continue doing so until you receive one that works.

 

This is a direct result of being a consumer buying a enterprise device with growing pains. Most companies who primarily service commercial, industrial, enterprise give piss poor support to individuals because individuals don't make them money.

 

I bet if you did a lot of sales with HP they would have someone physically at your doorstep with a new device so you could test it with the rep there and show them any problems.

[Delta59R]

That's pretty normal though, a manufacture isn't going to refund someone for a purchase through a 3rd party, outside of what, vehicle sales and the lemon law?

It seems like a gesture of goodwill for them to offer you a almost full refund in the first place.

 

That said, they are showing a major lack of support in getting you a replacement headset that actually works. IMO, they should be sending you a replacement headset and continue doing so until you receive one that works.

 

This is a direct result of being a consumer buying a enterprise device with growing pains. Most companies who primarily service commercial, industrial, enterprise give piss poor support to individuals because individuals don't make them money.

 

I bet if you did a lot of sales with HP they would have someone physically at your doorstep with a new device so you could test it with the rep there and show them any problems.

 

 

 

Yeah, I guess one thing that would have been nice is if they handled the return (for me) with the seller. I mean now there is all this extra shipping and cost for no reason. Now the seller is going to have to pay for shipping (from me to them) and HP is going to have to pay for shipping a 3rd time once the seller sends it BACK to them again LMAO... but that would probably be to much to ask for.