Troubleshooting

See also

Generally applicable tips

  • Whatever problem you’re having, try updating Windows. G2 software and drivers are updated through Windows update, so make sure you have the newest version.

Headset not working

  • Make sure the headset connector is pushed all the way in. There is a dot on the connector. When the connector is connected correctly, the dot should be right against the HMD. You only need a small force to insert the connector, it just has to be aligned properly. Wiggle it a little when inserting, try moving it up and down, left and right, also tilting it. Try different insertion angles. Just wiggle, wiggle, wiggle! If you don’t succeed, try asking someone else to try, he might wiggle it differently. When fully inserted, it should look like this:
Properly seated headset connector – the dot on the connector is right against the HMD.
  • Check if you have everything properly connected. See this post on how you should connect the headset.
  • If the recommended connection setup doesn’t work, try all USB-C and USB-A connectors on your PC.
  • If you’re using the USB-C to USB-A adapter provided with the G2, try connecting the USB-C the other way (it’s symmetrical so you can rotate it 180°).
  • Make sure you’re using Microsoft USB drivers. There should be “Microsoft” in the name of the “eXtensible Host Controller” device. Also just try uninstalling USB drivers and installing new ones from Windows Update.
  • There were reports of issues with X570 chipset motherboards (and some other chipsets apparently too) – HP is investigating it (HP reddit post). There should be a update fix eventually.
  • Update Windows.
  • Update your BIOS/UEFI firmware.
  • Try disabling PCIe v4 (forcing PCIe v3 in BIOS).
  • In Device Manager → Universal Serial Bus (USBs) controller go through each device and in the “Power Management Options” tab uncheck “Allow the computer to turn off this device”.
  • Users have reported success with using powered (and also unpowered) USB hubs or PCIe expansion cards. If you have one, try it out. If not and wouldn’t mind buying one, you can get one. No guarantees though.
  • Check Microsoft’s troubleshooting guide and error code list.

More stuff you can try:

  • Try uninstalling Asus AI Suite if you have it installed.
  • Try removing/renaming the %ProgramData%/WindowsHolographicDevices directory if things are going crazy.
  • Disable Steam Home.
  • Try enabling legacy USB support in your BIOS.

Broken cable clip

Displays going black during games

Small sweet spot, blurry image

Speakers not working properly

Joysticks sticking to the sides

  • Use a decent force to push the joysticks into the controllers a little more.

Tracking is not working well

  • Make sure your room is lit just enough. You can check this by using the flashlight mode in the headset, looking around and veryfing that the cameras don’t see the room too dark and that they are not overblown by any light sources.
  • The tracking algorithm needs clearly visible edges for proper tracking. Make sure your room is not just uniform color all around. Adding furniture, pictures, etc helps. You can also just print out some black cross markers and put them around. Or let your kids run around with a sharpie.
  • Check that your controllers batteries are charged. For proper function, the controllers need 1.5V batteries (see battery buying guide).
  • Try covering reflective surfaces like mirrors.
  • Try avoiding using white lights – switch to warm lights/different color altogether.
  • Try connecting the headset to different USB ports on your computer.
  • Make sure you’re not in an elevator (based on Microsoft guide).
  • Check that the headset cameras are not dirty. You can clean them using a dry microfiber cloth.
  • See official Microsoft tracking conditions guide
  • See Tapping’s video on tracking properties, limitations and tracking volume

Bad performance