I had a similar issue in that I couldn’t get the G2 to work. It turns out the plug that goes into the headset is so deep set you can’t really see if it’s fully inserted. HP ought to have a better way to tell if the headset plug is properly seated just to avoid folks overdoing as well as those not inserting it far enough. The printed instructions ought to have a QR code for each language to take one to much more detailed setup instructions at HP online. There’s like zero instructions on how to adjust the interpupillary distance and where to find it in the Windows Mixed Reality settings section that gets added to Windows 10 Settings - and the user has to figure out that you can’t change the settings in Windows but the Settings display does show you how twiddling the physical adjustment changes the IPD.