Community : Document List - GuitarPort Online Subscriptions / Online Store Orders

GPO Subscription Management / Troubleshooting

support@line6.com — Fri, 27 Mar 2009 16:13:02 GMT

If you are receiving error messages, please perform the following checks:

Check 1: Verify that you have the correct GearBox software installed.
Check 2: Verify you have an active subscription.
Check 3: Verify there are no duplicate products registered in your Line 6 account.
Check 4: Verify you have the correct Line 6 hardware linked to your GPO subscription.
Check 5: Verify your connected Line 6 hardware is communicating with the Line 6 GPO servers.
Check 6: Correct any communication errors (verify installation and re-bind hardware).

Detailed instructions:

Tip:

click Here to open these instructions in a 2nd browser window, so that you can perform the checks while keeping the instructions visible.

Check 1: Verify that you have the correct GearBox software installed.

Important: Do not use GuitarPort software to access GuitarPort Online, because GuitarPort software has been replaced by GearBox software. If you have Guitarport online software on your system, please remove it by using the add/remove programs feature (PC) or by dragging the program to the trash file (Mac).

GearBox software download and install help.

Tip: you can run the helper utility Line 6 Monkey to check if you have the latest version of GearBox installed.

Line 6 Monkey download.

Check 2: Verify you have an active subscription.

How to do this: Using your Intenet browser, go to your GuitarPort Online Account Summary page (you may be asked to sign in to line6.com first).

You should see a page similar to:

If instead you see the page with "Try it Free" button at the bottom, then you are signed in as a line6.com user that has never had a GPO subscription -- or your GPO subscription was archived before March 2007 (and is no longer available). Please determine the correct line6.com user account that has your GPO subscription and sign in with that one before continuing.

If you just recently subscribed and are seeing the "Try it Free" page in the GearBox software, be sure to close and re-start the GearBox software.

On the Account Summary page under Account Info, the subscription State should be "Eval" or "Active".

If subscription State is "Inactive" then re-activate your subscription before continuing.

Check 3: Verify there are no duplicate products registered in your Line 6 account.

How to do this: Navigate to Register Gear page. You should see a page similar to:

Look under MY REGISTERED GEAR near top of page. If you see any duplicate products, remove the duplicates.

If instead there are no Line 6 hardware devices shown, then you should register one now.

Check 4: Verify you have the correct Line 6 hardware linked to your GPO subscription.

How to do this: Navigate to GuitarPort Online Account Summary page (as in Check 2 above).

The Activated Hardware message should display your chosen Line 6 device.

If instead the Activated Hardware message is "No hardware device activated" then click "Add hardware device" before continuing.

If you own more than one Line 6 hardware product, verify that the model and serial number of your Line 6 hardware connected to your computer is the same as shown in the GuitarPort Online Account Summary page.

Check 5: Verify your connected Line 6 hardware is communicating with the Line 6 GPO servers.

How to do this: Navigate to GuitarPort Online Account Summary page (as above).

The Activated Hardware message should display your chosen Line 6 hardware device (as above).

If it also shows "Unverified Device" similar to the image below, then there is either a communication problem or you may have mis-typed the serial number during product registration (please double-check).

Check 6: Correct any communication errors.

Tip: a communication error can be caused by incorrect installation of the Line 6 hardware device on your computer or by a temporary communication failure between your Line 6 hardware device and the Line 6 GPO servers.

Be sure you have correctly installed the Line 6 hardware device: Run the helper utility Line 6 Monkey to check if you have properly installed your Line 6 hardware device. Line 6 Monkey download.

Follow the specific installation instructions for your Line 6 hardware device. Installation instructions for PODxt, TonePort, and GuitarPort devices can be downloaded from the manuals page page.

Try to "re-bind" your Line 6 hardware device: If you have verified proper installation of your Line 6 hardware and followed all other steps above, then it may be necessary to "re-bind" your Line 6 hardware to your GPO account to fix a temporary communication failure. Note: re-binding your Line 6 hardware is simply removing it from your GPO subscription and adding it back again.

Navigate to GuitarPort Online Account Summary page.

Under Account Info section, find the Activated Hardware and click the Change link.

On the following page, click Remove.

On the following page, select the Line 6 hardware again and click Submit.

You should see the message "Update successful".

Open GearBox software again and try to access your GuitarPort Online tracks. Be sure to allow your Firewall and anti-virus software on your computer and router to allow contact with the Line 6 server.

Please post a request for assistance in the forums if are still having problems accessing GPO, and be sure to mark it as a "question" so that you get an answer from Line 6 staff. If you need further assistance posting a question, see the following link on posting a question.

GuitarPort Online FAQ

support@line6.com — Fri, 27 Mar 2009 16:00:20 GMT

Q: What is Guitarport Online (G.P.O.)?

A: Please see the Guitarport Online page for more information on the monthly service and system requirements.

Q: Do I need to have my GPO capable device (PODxt and X3 series, Guitarport, and all Toneport Models) connected to use the service?
A: Yes, the GPO service will not function with earlier non-USB Line 6 products, or newer products that are not yet Gearbox compatible. Also, please be aware that you can only have the GPO subscription tied to only (1) one device at any given point in time, per account subscription.

Q: Can I subscribe to GPO with my credit card over the phone or write a check to subscribe?
A: All Guitarport Online subscriptions are completed on the Line 6 Website via a secure network. This is the only way that we can complete a GPO subscription at this time. If you do not currently have a credit card, here are the options available to you:

1. Get a prepaid mastercard. These are available at local shops in preset amounts that you just purchase with cash.

2. Use your PayPal account to set up a virtual credit card. Basically, PayPal creates an electronic credit card number for you, and then you add some money to it with your PayPal account. It's a secure way to shop online since you can preset the amount (just like a prepaid mastercard) and you can restrict its use to just one website (for example, Line6.com). Log in to paypal and search for "paypal plugin".

Q: Are GuitarPort tracks and tones only available to GuitarPort subscribers?
A: Yes. GuitarPort tracks and tones are only available to GuitarPort Online subscribers and only available from within the Gearbox application.

Q: What if I am having trouble subscribing?
A: If you are having trouble subscribing to GPO, this can usually be attributed to an error in one of the subscription name or address entries. To confirm that the information you've entered is correct:

- Find your most recent bill for the credit card that you will be using for GuitarPort.

- Make sure that you enter your name and address, into the GuitarPort subscription page, exactly as it is found on the credit card bill. This includes your four-digit zip code extension, found after your five-digit zip code, if it is included on your bill.

- Also, if you receive an error message stating that the User Name that you've selected is already in use, make sure that you select a different User Name.

- If you are still unable to subscribe, close and re-open the Gearbox software and try again.

- If all else fails, contact your credit card company and make sure that they have all of your personal information correct.

Q: After my trial subscription to guitar port online do I get to keep my files that I downloaded to use again?
A: No, once you have canceled G.P.O. you will not have access to the files you have downloaded until you re-subscribe to the service.

Q: I downloaded my tracks/lessons with my GPO licensed device, and now I changed to a different GPO device and I cannot open my tracks?
A: This is expected behavior, as the downloads are "device specific". you will need to re-download the track/lesson for your new device.

Q: I cannot get my track to load/my subscription say it is not active but I am getting billed?
A:

- GuitarPort Online will only work when the unit the license it tied to is connected to your computer. Please be sure that you have the correct Line 6 product connected to your computer when you attempt to access GuitarPort Online, and be sure to be signed in with the account that has the GPO subscription.

- Make sure that you have the latest version of Line 6 Monkey and the latest version of Gearbox downloaded and installed on your computer. Gearbox will be the viewer for your GuitarPort Online account. (the Guitarport software is no longer used or supported, and should be removed from your system)

- Ensure your date and time are set correctly on your computer.

- Remove all non-essential USB, then use a different USB cable into a different USB port.

- Review the following document regarding using a computer with line 6 gear.

If you are still having problems, please our Technical Support Department through our online support community. Please complete the support profile on your Line 6 account to allow us to serve you more effectively.

If the answer that you are looking for isn't already there you can place an inquiry in our Community Forums. You will receive a response from one of our support staff within two business days.

Q: How do I cancel G.P.O.?

A: You can cancel your account directly from your account. Click on the "Cancel My Membership" link, then fill in the required fields, then click "Submit".

GuitarPort USB: Getting Started

support@line6.com — Fri, 16 Jan 2009 00:27:02 GMT

The GuitarPort is a USB audio input/output (I/O) device. It is a means to get your guitar signal directly from the output jack into your computer system via the red GuitarPort hardware interface.

A few things for beginning users:

1. The GuitarPort handles both Input of your guitar into the computer AND processed amp/effect modeling tones. You need to connect your headphones or powered computer speakers into the 1/8" or RCA output jacks of the GuitarPort.

2. The amp/effects modelling occurs in a software application we have available. You can chose either GearBox or POD Farm. The bundled installers are available here: http://line6.com/software/.

Use the "Software" category down-arrow and select the desired software installer from the drop-down list.

NOTE: If you are trying to use your GuitarPort device with an optional GuitarPort Online (lessons/transcriptions) service, you need to use GearBox. POD Farm does not have anything to do with the GPO service whatsoever.

GearBox: Amp/Effects Modelling. The Line 6 GuitarPort Online (GPO) subscription service software interface.

POD Farm: Amp/Effects Modelling. Dual Tone path processing feature. Functions in standalone mode only with the GuitarPort hardware device and TonePort/POD Studio USB devices.

Internet Setup

support@line6.com — Tue, 07 Nov 2006 10:47:45 GMT

The hardware must be connected via USB to your computer to use GuitarPort Online.

If you still can't connect, this is probably associated to your internet security settings.

Please make sure that the hardware is plugged into your computer and you see a green light via USB. If you see a red light, please go here and download LINE 6 MONKEY to make sure that everything is up to date: http://www.line6.com/software/

Please click on the UPDATES tab in MONKEY and make sure that you update all of the items that have "caution" icons next to them (flash memory, firmware, drivers, etc.). Once those items are updated, they will turn into green check marks.

Also, make sure that you have all pop-up blocker, anti-spyware, anti-virus, firewall, download accelerator, etc. software disabled. If you are using a product called GHOST SURF - make sure you don't have the "eye" visible in the task bar. Right click on the "eye" and select "exit" to turn Ghost Surf off. For Windows, please hold CTRL, ALT, DEL and then go to task manager. On the APPLICATIONS tab, please make sure that the above applications are not running. Also through your make sure that your internet settings are set to accept cookies. In Internet Explorer, click on TOOLS and then INTERNET OPTIONS. Please click on the PRIVACY tab and make sure that your SETTINGS are at MEDIUM. Also, make sure that the POP UP BLOCKER box is not checked. Please also make sure that your DATE and TIME are set correctly. www.time.gov/

If you use a proxy, you will need to configure Gearbox to use it. If you aren't sure if you use a proxy, ask your ISP or Network Administrator.

Internet Configuration For LAN/DSL/Cable Connections:

1. Make sure your ethernet cable or DSL/Cable modem is connected and activated.

2. If you use a DSL/Cable modem, you must connect to the Internet outside of GuitarPort. Please contact your ISP if you have difficulty connecting to the Internet.

3. If you use a proxy, continue with step 4. Otherwise, you're done!

4. To configure Window's Internet settings for your proxy, first open the Internet Settings dialog by selecting Preferences from the Edit menu in Gearbox and choosing the Advanced button on the Internet preferences tab.

5. Now select the Connections tab, and click on LAN Settings.

6. You will need to enter the Proxy Server's name and the port to use as a proxy. If you do not know this information, contact your ISP or system administrator.

Internet Configuration For Dialup Modems:

1. Make sure your modem is connected and powered on (if external).

2. If you haven't configured a Dial-Up networking connection for your system, you may do so by clicking on the Windows Start button, then selecting Programs->Accessories->Communications->Network & Dialup Connections. Click on "Make a new connection" and enter in the requested information. If you have questions, please contact your ISP.

3. Once a Dial-Up connection is configured for your system, you can configure GuitarPort to automatically make use of it if you wish by going to the Preferences menu (accessible from the Edit menu at the top of GuitarPort). GuitarPort may be set to automatically connect, prompt when it requires a connection, or never prompt. If you choose "Never Prompt", you will need to connect manually when you wish to use the GuitarPort Online features.

4. If you use a proxy, continue with step 5. Otherwise, you're done!

5. To configure Window's Internet settings for your proxy, first open the Internet Settings dialog by selecting Preferences from the Edit menu in Gearbox and choosing the Advanced button on the Internet preferences tab (see previous image).

6. Now go the the Connections tab and select the dialup connection you wish to use.

7. Click on the Settings button next to the dialup list.

8. Enter the proxy server's name and port. If you do not have this information, please contact your ISP or system administrator.

Internet Configuration For AOL Users:

Currently, GuitarPort Online does not support automatic connections using AOL. You should connect to AOL using the AOL software before you try accessing the net with Gearbox.

GuitarPort Online uses the same proxy settings as Internet Explorer - make sure these work.

Internet Explorer has seperate proxy settings for dialup connections vs. LAN connections. To find these, go to the "Internet Options" page (From IE, go to Tools->Internet Options. From GuitarPort, Go to Edit -> Preferences -> Internet -> Advanced).

For high-speed proxy settings, click the "LAN Settings..." button.

GuitarPort Online is not compatible with many download accelerators. This includes some ISP software, such as NetZero's HighSpeed connect and Juno's SpeedBand - you can disable those two by right clicking on their system icon and selecting "turn highspeed off".

As far as Firewall programs go, either disable these or allow full access to port 80 and port 443.

If you are having problems subscribing, please make sure that your subscription name and your address is correct. To confirm that the information you've entered is correct:

***Find your most recent bill for the credit card that you will be using for Gearbox.

***Make sure that you enter your name and address, into the GuitarPort subscription page, exactly as it is found on the credit card bill. This includes your four-digit zip code extension, found after your five-digit zip code, if it is included on your bill.

***Also, if you receive an error message stating that the User Name that you've selected is already in use, make sure that you select a different User Name. If you are still unable to subscribe, close and re-open the GuitarPort software and try again.

***If all else fails, contact your credit card company and make sure that they have all of your personal information correct.

***Keep in mind that all authentication for GuitarPort Online is done through the compatable LINE 6 USB DEVICE, No username or password are required.

***In order to change your credit card information, or to refresh your account if you've been offline for more than 30 days, click the "Try Now" link as you did when you first subscribed. From here you will be able to edit your account information.

If you are still having problems connecting, please answer these questions and send us a question to the community:

1. Does Internet Explorer work when GuitarPort doesn't?

2. What ISP are you using? Were there special software or configurations needed to connect to this ISP?

3. What geographic location are you in?

4. Do you use any firewall software, download accelerators, or similar network utilities?

5. Do you connect through a proxy or firewall?

6. What kind of connection is it (satellite, DSL, ISDN, dialup, etc.) and who is the provider? If you are on a satalite connection, please contact your ISP for an appropriate workaround as most satalite services connections run through a proxy.

7. Can you access secure websites (most online stores go into secure mode during checkout, for example)?

8. What version of Internet Explorer is installed?

9. Please go to www.line6.com/software and download the Network Diagnostic Utility. This file should create a text document that you can attach to this thread and can help us trouble shoot the connection issue.

GPO Connectivity / Security Issues

support@line6.com — Tue, 07 Nov 2006 10:47:45 GMT

Net Zero & Juno

There have been issues with NetZero HiSpeed and JunoSpeed which may not allow GuitarPort to access the internet. There should be an icon in your taskbar (down by the clock, in the lower right-hand corner), it looks a bit like a speedometer, Right-click this icon and disable JunoSpeed or NetZero HiSpeed.

Norton AntiVirus & Firewalls

Unfortunately, there is an incompatability with the Norton Firewall and AntiVirus software in GuitarPort. GuitarPort has very stringent authentication methods in order to comply with our licensing agreements and these methods are detected by Norton Firewall. Norton Firewall then blocks the transmission. GuitarPort tracks are detected by Norton AntiVirus during download. These tracks are unrecognized file types to Norton and the data packets are wrapped with extra data or the extension is changed rendering the track useless to GuitarPort. If you are running Norton, you will NOT be able to connect to or download tracks from GuitarPort Online. In order to access GuitarPort Online, it will be necessary to disable your Norton software while connected to the Line 6 servers.

Download Accelerators

Download Accelerators are incompatible with GuitarPort Online. Real Download and Download Accelerator are two examples of download accelerators that are not compatible with GuitarPort Online. Download accelerators will usually allow you to disable them for particular applications. Since GuitarPort uses Internet Explorer to download from the Internet, you need to disable the download accelerator for Internet Explorer in order to allow GuitarPort Online to work. If you want to be able to use the download accelerator when you're not running GuitarPort or accessing GuitarPort Online, you can. You'll need to disable the download accelerator for Internet Explorer before launching GuitarPort, and then you can re-enable it once you are finished using GearBox.

ISA-based USB ports may cause slow/unstable performance.

In most cases, you can buy a fairly inexpensive PCI bus USB board from one of several different vendors that will solve this problem caused by out-of-spec implementations.

AOL (automatic connection)

Currently, GuitarPort does not support automatic connections using AOL. Your best bet is to connect to AOL using the AOL software before you try and access the net with GearBox.