FAQs and Troubleshooting - HP Reverb G2

TABLE OF CONTENTS

• Connecting the WMR HMD to the PC
  • Is there a specific order I should follow to connect my headset cables to a PC?
  • I have all cables connected to the headset and PC but it won’t turn on
  • The Mixed Reality Portal doesn’t open when I plug in my headset
  • The message "Put on your headset" appears despite the headset being worn
  • How can I power down the headset while still using my PC
• Headset Audio 
  • I can't hear any sound in my headset, or sound is playing through my computer instead of my headset
• Image Quality
  • What should I do to get a crisper image?
• Motion Controllers
  • My HP Motion Controller joystick will sometimes stick to one side
  • My motion controllers aren't working
• Tracking
  • The headset has stopped tracking
  • Complete Scene Move
  • The view in the HMD is frozen
  • The world briefly froze and tilted or flipped upside down before returning to normal
  • The world flipped upside down momentarily and returned to normal

Connecting the WMR HMD to the PC

Is there a specific order I should follow to connect my headset cables to a PC?

HP Recommends:

• 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 isn't in use, disconnect the power adapter from the 6-meter cable.

I have all cables connected to the headset and PC but it won’t turn on

Verify the cable connected to the headset is fully seated. There is a small dot on the top of the cable that will line up next to the top edge of the headset when it has been fully inserted:

The Mixed Reality Portal doesn’t open when I plug in my headset

Mixed Reality Portal, the app that takes you through Windows Mixed Reality setup, is designed to open automatically when you plug in a compatible headset. If it doesn’t open, go to Start and type "Mixed Reality Portal" in the Search box to open the app. You might need to update to the latest version of Windows if you can’t find the Mixed Reality Portal.

The message "Put on your headset" appears despite the headset being worn

This is possibly due to a setting in Windows that disconnect the headset sensor.
To change it, follow this path:
Windows>Mixed reality>Startup & desktop>Input switching
It needs to be "Automatically switch using headset presence sensor"

How can I power down the headset while still using my PC

Unplug the AC connection adapter from the link box on the headset cable to remove power to the headset.

Headset Audio 

I can't hear any sound in my headset, or sound is playing through my computer instead of my headset

You can change this setting in Settings > Mixed reality > Audio and speech.

Image Quality

What should I do to get a crisper image?

There are a few things you can try if you feel that your display looks a little blurry:

• Make sure that your headset is on your head correctly with your eyes centered to the lenses.
• Try to adjust the IPD (interpupillary distance). Reverb G2 uses a hardware IPD. To change it, look for IPD adjustment on your headset.
• If you need glasses or contacts, you'll need to wear them when using the device.
• Check that your lenses are clean (microfiber cloth only – no fluids).
• Because of the advanced headset design, there may be some minor image ghosting in the first few minutes when starting the device while cold until the LCDs have the opportunity to warm up.

Motion Controllers

My 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.

My motion controllers aren't working

• Make sure your controllers are turned on and fully charged.
• Replace the controllers’ batteries.
• Turn the controllers off and on again while holding them in front of you. Press and hold the Windows button for 4 seconds to turn off a controller, then press and hold it again for 2 seconds to turn it on.
• Go to See more > Set up controllers and make sure they’re paired (you should see them listed on the page).
• If the controllers are connected but not paired, unpair and repair them by following the on-screen instructions.

Tracking

The headset has stopped tracking

Make sure the lights are on, and that there isn't anything obstructing the inside-out tracking cameras on the front of your headset. If tracking is lost, it can take a few seconds to resume. Restart the Windows Mixed Reality Portal is tracking doesn't restart.

Complete Scene Move

This is typically caused by when the WMR portal is set to open on Windows start-up or not properly started.

• Close the WMR portal
• Clear the environment cache
• Re-open the WMR and perform the tracking calibration

The view in the HMD is frozen

This usually means the application or a system level component has failed. Try to:

• Press the "home" button to leave the application.
• Unplug the device, close MRP, and plug the device back in.
• Restart the PC.

The world briefly froze and tilted or flipped upside down before returning to normal

This could be caused by an application or system level component hitting a fatal error or a temporary lack of memory or CPU resources. To check:

• Open Task Manager and ensure that at least 20% of the CPU is free, 400 MB of memory is available and disk IO should be below 80%.
• Go to Event Viewer > Windows Logs > Application to look for any errors from around the time of the freeze. Look for anything that refers to HoloLens sensors, Mixed Reality, or the application that you were running around that time. Those logs might explain what caused the failure.
• Restart the PC if the problem persists.

The world flipped upside down momentarily and returned to normal

This is typically caused by errors in obtaining sensor data from the headset to inform the tracking algorithms. If this happens frequently:

• Plug the headset into a different USB 3.0 port.
• Plug the headset directly into the PC rather than into a USB 3.0 hub.
• If the problem persists, contact customer support.