HP Reverb V2 Connector Issue and Fix

[=ILS=_Nevin]

I got my HP reverb V2 since last Sep and it runs smooth until today. The screen flickering, black out even drop connections.

 

After several troubleshooting, it seems the problem occurs in the cable connector. Reverb V1 has lots of issues regarding this cable connector and in V2 HP added a plastic clip to hold the 2 pieces of the connector together. It seems to be the solution but not for long. The real issue is the cheap build quality of the metal connector itself: the metal is too thin and female end is flimsy. This results of male end bending a little bit and losing the pressure to keep every pin in contact even with the help of plastic clip. 

 

I believe this connector issue will happen to anyone who owns a Reverb V2 sooner or later. 

 

The fix is quite simple: add thin layers of solder to both sides of male connector to add strength and regain the pressure to pins.

 

After the fix, all problems disappear. 

 

 

 

BTW, HP customer support is awesome. Since my unit is still under warranty, they are going to replace this one for me. At least I still can fly during the time.

 

US HP customer support phone number: 800-334-5144 , you HAVE TO call in to get the support for Reverb.

Also the replacement only contain the headset itself, no attached headphones, no cables (unless you specific asked, I guess).

You need to be redirected to several guys before you could reach the right one to help you. After the case been made, I got my replacement headset the next day.

If fixing the connector won't help and experienced screen black out or disconnected, then the headset itself died not the connector. I guess some of the electric components dies over the time when their the quality is questionable.  

Get the headset replaced before warranty expires. 

Edited June 4, 2020 by =ILS=_nevin

[shirazjohn]

Hi i have the version 2 also and have been having connection issues which gradually get worse over time,  i have found if i squeeze the male connector gently with my fingers then put some cable ties around the plastic clip thing to keep it more rigid this seems to work. As you say it is a very flimsy connector so i am not sure how long it will last.

[Oboe]

Glad I found this topic - I have a Reverb v2 with the plastic clip, and during the past month had been noticing increasing blackouts and connection problems.  I had been reseating the PC USB cable connector to a different USB 3.0 port whenever it complained, but as of last week could no longer connect with the Reverb at all.   One step of Microsoft's WMR troubleshooting guide directed me to uninstall WMR, which I did, and to reinstall WMR by plugging in the headset.   This fails for me, as during the install's compatibility check, it says I have no USB 3.0 connectivity.  I have used the Reverb on this PC exclusively since purchase last October, so I know it is not a USB 3.0 connectivity problem.  I also plugged a USB 3.0 thumb drive into this  USB 3.0 port and ran a benchmark - the benchmark reports the stick drive is operating at USB 3.2 speeds.

 

I just tried Shirazjohn's suggestion of squeezing the male end of the plug before plugging it into headset, but it did not fix the issue.  You are right, the metal is very thin and flimsy.

 

I find hp's tech support website bewildering and unresponsive.  The Virtual Agent is no help whatsoever - it seems to targeted to printer or PC issues only.   My unit is still under warranty, and while hp's support site confirms this, the same page also says  "This product is no longer serviced by HP.  You may search for possible solutions on this support website."  I did get an email response with a case number assigned to an inquiry about the Warranty status of my Reverb, but I have not heard anything from hp for 8 days now, and have received absolutely ZERO help regarding my Reverb's connectivity issues.

 

ILS_Nevin, do you have a better suggestion for contacting and receiving support from hp rather than their support site?   I would like to try a new cable, but can't even get them to begin to work on my case.  My email responses to hp's original email request asking for proof of purchase documents have gone unanswered.

 

I have also joined the hp Support community and posted about my problem, but no one has responded, though my post has 72 views:

 

https://h30434.www3.hp.com/t5/Gaming-Accessories/How-do-I-contact-support-or-get-them-to-contact-me-or-find/m-p/7580686#M3788

 

Don't know what to do really.   Does your solder fix involve painting flux on the metal end before applying solder, and then sanding down the solder to a flat surface after it cools?

 

 

 

 

 

 

 

[Gomoto]

Here in Germany the hp support site is equally bewildering and unresponsive. How about a simple email contact address for warranty issues.

[SCG_Fenris_Wolf]

@SCG_motoadve  Can you help them? I remember you've been dealing with HP support as there was an issue with your Reverb v2 too ?

[SCG_motoadve]

Quickest solution for me was to return it for a refund and buy a new one, I have the Best Buy Elite Plus membership which allows returns for a extended period of time.

So avoided going thru warranty.

[Oboe]

Thanks, I called BestBuy but I'm no longer Elite Plus - I only achieved that status the year we bought new appliances.  Even with Elite status, however, the return window is only 45 days, and I'm way beyond that.   

 

Lots of trouble with their website.  Finally got through on the phone (Google "Contact phone number HP customer support in warranty") and they took my info and are sending me a shipping box to send the unit in for repair.

 

Thanks help guys!

 

[Bernard_IV]

I had this problem and went through HP customer support type written chat on their website.  The overnighted me a new head unit and I sent the old one back.  I am using my original cable and it is working fine now.

[shirazjohn]

Mine seems to be working ok at the moment but i think i had a different problem to oboe's , my reverb wasn't being recognized as a usb 2.0 sound device and i would have to unplug and replug the usb 3 or 4 times until it worked (pretty much on a daily basis since new oct 19.

I definitely tracked it down the connector if bend it slighty (even with the plastic clip thing on ) i could replicate the problem.

When looking at the end of the male connector it was slightly bowed outwards so i squeezed it in with my fingers and its been working ok ever since .

I think the plastic clip thing helps to a degree but its certainly hasn't cured the problem  i wondered if the connectors could be cut off and hard wired but i don't really want to void my warranty trying. 

 

 

[NiiranenVR]

i have had some problem with my cable too and the connection after a 1/2 year , I contacted the shop and got a new cable ...took about 3-4 weeks ...

But , All time i do this : 

 

[shirazjohn]

Hi thanks for the tip, I have found some cable ties around the clip and connector help also.

[Bernard_IV]

I wrapped my plug up tight with cloth tape, hoping it will stay good that way.

[=ILS=_Nevin]

On 5/1/2020 at 12:01 PM, oboe said:

Glad I found this topic - I have a Reverb v2 with the plastic clip, and during the past month had been noticing increasing blackouts and connection problems.  I had been reseating the PC USB cable connector to a different USB 3.0 port whenever it complained, but as of last week could no longer connect with the Reverb at all.   One step of Microsoft's WMR troubleshooting guide directed me to uninstall WMR, which I did, and to reinstall WMR by plugging in the headset.   This fails for me, as during the install's compatibility check, it says I have no USB 3.0 connectivity.  I have used the Reverb on this PC exclusively since purchase last October, so I know it is not a USB 3.0 connectivity problem.  I also plugged a USB 3.0 thumb drive into this  USB 3.0 port and ran a benchmark - the benchmark reports the stick drive is operating at USB 3.2 speeds.

 

I just tried Shirazjohn's suggestion of squeezing the male end of the plug before plugging it into headset, but it did not fix the issue.  You are right, the metal is very thin and flimsy.

 

I find hp's tech support website bewildering and unresponsive.  The Virtual Agent is no help whatsoever - it seems to targeted to printer or PC issues only.   My unit is still under warranty, and while hp's support site confirms this, the same page also says  "This product is no longer serviced by HP.  You may search for possible solutions on this support website."  I did get an email response with a case number assigned to an inquiry about the Warranty status of my Reverb, but I have not heard anything from hp for 8 days now, and have received absolutely ZERO help regarding my Reverb's connectivity issues.

 

ILS_Nevin, do you have a better suggestion for contacting and receiving support from hp rather than their support site?   I would like to try a new cable, but can't even get them to begin to work on my case.  My email responses to hp's original email request asking for proof of purchase documents have gone unanswered.

 

I have also joined the hp Support community and posted about my problem, but no one has responded, though my post has 72 views:

 

https://h30434.www3.hp.com/t5/Gaming-Accessories/How-do-I-contact-support-or-get-them-to-contact-me-or-find/m-p/7580686#M3788

 

Don't know what to do really.   Does your solder fix involve painting flux on the metal end before applying solder, and then sanding down the solder to a flat surface after it cools?

 

 

 

 

 

 

 

 

US HP customer support phone number: 800-334-5144

You need to be redirect to several guys before you could reach the right one to help you. After the case been made, I got my replacement headset the next day.

If fixing the connector won't help and experienced screen black out, then the headset itself died. I guess some of the electric components dies over the time when their the quality is questionable.  

Get the headset replaced before warranty expired. 

[Oboe]

=ILS=_nevin,

 

Did they sent you a completely new headset?  And you do you still have the old one?    Was it the Pro version?   Mine is not the Pro version, maybe that's why the support is so lacking?

 

I'll have to call hp support again - today was the date they said the shipping box sent to me would be delivered by, but it didn't arrive.  My instructions were to return the unit in the shipping box provided, and they would repair it and send it back.   

 

EDIT:  Found out this morning from hp that someone had canceled my case.   Don't know why they would've done that; and I received no warning or confirmation that this had happened.  I was still waiting patiently for the shipping box to show up.   This new contact at hp will look into it for me, but it seems like I am starting over at the beginning again.

 

Also, thanks for the phone number - that wasn't one of the ones I had used.  If this new contact turns into a dead end, I start with the new phone number you provided.

Edited May 7, 2020 by oboe
Addl info

[Oboe]

It turns out the number 800-334-5144 - for is HP commercial support (not consumer) so they only support the Pro version of the Reverb.  I have the consumer version, so they bounced me back to the US consumer products department at 1-800-474-6836.   When I called this number originally, I was told they handled PCs and laptops but not VR headsets, and they transferred me to the commercial support number, where I was told they can't support my consumer version of the Reverb, and transferred me back to the 6836 number.   It does depend on who you talk to I guess, this next guy listened to my situation and agreed to FEDEX me a new cable.   Should be here in 2-3 business days, so sometime next week.

 

Took a couple of hours on the phone today but I hope that solves the issue.

 

 

[Bernard_IV]

HP is pretty bad, zombie company really.  I wish Oculus would make a high res headset.

[Oboe]

Just wanted to update on my case with broken Reverb - HP sent me a replacement cable which arrived last night.  I tried the new cable and ended up getting the same error.  So this morning I called HP support and they are going to exchange my headset with another one, but they weren't able to say whether I'm getting a brand new headset or a refurbished one.  It should arrive this week.

 

Sure get bounced around (transferred) between a number of departments before I finally get to the right person who can help me.  I don't know how much that indicates training issues versus Covid-19 pandemic stress on the support team, which is certainly understandable in these times.  Everybody needs to have a lot more patience these days.

 

I would like to have more options in VR headsets.  I'd like a high-build quality headset, lightweight & comfortable, with at least 2160x2160 px per eye and 135 degree FoV with a large sweet spot.  And affordable, under $700.   The Reverb is clearly superior to my last headset, the Lenovo Explorer, which had 110 degree FoV and 1440px per eye.    Maybe the next generation of headsets will get everything figured out.    I understand HP is partnering with Valve and Microsoft for their next headset, and they are advertising it as "no compromises", so we'll see.

 

I'm very glad for the 1 year warranty on this expensive piece of hardware.   

 

EDIT:  Replacement headset has arrived, and everything works again.  So I guess when a Reverb becomes non-functional, it's not necessarily the cable.

 

Edited May 14, 2020 by oboe
Addl info

[Alonzo]

On 5/12/2020 at 11:35 AM, oboe said:

I would like to have more options in VR headsets.  I'd like a high-build quality headset, lightweight & comfortable, with at least 2160x2160 px per eye and 135 degree FoV with a large sweet spot.  And affordable, under $700.   The Reverb is clearly superior to my last headset, the Lenovo Explorer, which had 110 degree FoV and 1440px per eye.    Maybe the next generation of headsets will get everything figured out.    I understand HP is partnering with Valve and Microsoft for their next headset, and they are advertising it as "no compromises", so we'll see.

 

I'd love the same set of specs as you listed, but also non-WMR since it seems to be just a pile of junk. Just use SteamVR please.

 

Sadly I don't think we're gonna get expanded FOV in the new Reverb, the form factor just doesn't look different/big enough. My guess is it's similar 2k x 2k per eye, better off-ear audio and maybe Steam tracking instead of crappy WMR. "No compromise" is just marketing speak, could mean anything.

[Bernard_IV]

On mine I'm pretty sure the issue was the cable part that comes out of the headset to the larger cable.  I think I could have fixed it but they gave me a new one so no bother.  This resolution with a fair bit wider field would be amazing.  We'll need the next gen of graphics cards to run it.

[=ILS=_Nevin]

On 5/12/2020 at 11:35 AM, oboe said:

Just wanted to update on my case with broken Reverb - HP sent me a replacement cable which arrived last night.  I tried the new cable and ended up getting the same error.  So this morning I called HP support and they are going to exchange my headset with another one, but they weren't able to say whether I'm getting a brand new headset or a refurbished one.  It should arrive this week.

 

Sure get bounced around (transferred) between a number of departments before I finally get to the right person who can help me.  I don't know how much that indicates training issues versus Covid-19 pandemic stress on the support team, which is certainly understandable in these times.  Everybody needs to have a lot more patience these days.

 

I would like to have more options in VR headsets.  I'd like a high-build quality headset, lightweight & comfortable, with at least 2160x2160 px per eye and 135 degree FoV with a large sweet spot.  And affordable, under $700.   The Reverb is clearly superior to my last headset, the Lenovo Explorer, which had 110 degree FoV and 1440px per eye.    Maybe the next generation of headsets will get everything figured out.    I understand HP is partnering with Valve and Microsoft for their next headset, and they are advertising it as "no compromises", so we'll see.

 

I'm very glad for the 1 year warranty on this expensive piece of hardware.   

 

EDIT:  Replacement headset has arrived, and everything works again.  So I guess when a Reverb becomes non-functional, it's not necessarily the cable.

 

 

Thanks for sharing your experience. I think I was super lucky to be transferred to someone knows how to solve this issue and got my replacement the other day. At beginning I thought it was the cable, but turns out the problem is in the headset itself (Or the cable initial the problem and then damage the headset).

 

Wish the G2 won't have the stupid connector.  

 

Despite all the issues and problems with Reverb, I think I'm still going to update G2 since there is nothing could compare to its clarity in consumer VR market. 

 

 

On 5/7/2020 at 4:10 PM, Bernard_IV said:

HP is pretty bad, zombie company really.  I wish Oculus would make a high res headset.

 

I hate HP as well. But no other giant brand makes his res VR headset. I owned Oculus rift, then Rift S and big collection of games in Oculus library. Sadly I don't think high Res is top priority on Oculus' roadmap. PC VR market is too small and too crowded.

Edited May 21, 2020 by =ILS=_nevin

[54th_Coopaloop]

I bought a g1 knowing that it had this problem. I took it apart and removed that interlink cable and plugged in directly then secured it with epoxy glue. Works like a charm. Paid 70 for it.

[VR-DriftaholiC]

Mine failed with flickering and the problem was the headset. I've just received a new headset back from HP with the original cables.