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2487 Views 25 Replies Latest reply: Jul 18, 2012 5:39 PM by DanDameron RSS
dxdgenert Just Startin'
dxdgenert
12 posts since
Mar 5, 2009
Currently Being Moderated

Apr 30, 2010 8:01 PM

Distortion, clipping and cutting out with Toneport UX1

When using my UX1 I am experiencing distortion, clipping and cutting out of audio.  This occurs whether I am in POD Farm, listening through iTunes or system sounds.

 

I have all of the updated drivers 4.0.2.7 for the Toneport.

 

I am using an Alienware computer with AMD Athlon X2 Dual Core 3800+ 2.01 GHz CPU, 3.00 GB RAM running Windows 7 Home Premium 32-bit.

 

I have tried the generic "cookie-cutter" response that Line 6 gives out to no avail.

 

This unit is completely useless.  What should I do next?

  • dxdgenert Just Startin'
    dxdgenert
    12 posts since
    Mar 5, 2009
    Currently Being Moderated
    May 1, 2010 8:21 AM (in response to dxdgenert)
    Re: Distortion, clipping and cutting out with Toneport UX1

    Uninstalled every piece of Line 6 software and reinstalled drivers via Monkey.  Still distorted.  Check all level to ensure that wasn't the issue.

     

    This is a serious problem.  Tried to remove the Nvidia PowerMyzer software as well to no avail.

     

    Offer some support Line 6 or I'll move to a competitor very quickly!

    • dxdgenert Just Startin'
      dxdgenert
      12 posts since
      Mar 5, 2009
      Currently Being Moderated
      May 1, 2010 3:51 PM (in response to dxdgenert)
      Re: Distortion, clipping and cutting out with Toneport UX1

      No help, Line 6?  Really?

       

      So much for the "Support 24/7"...  This is a problem that seems to be very frequent with users of either Windows 7 and/or AMD processors.  The problem is, that instead of fixing the bug or helping customers with a workaround, Line 6 seems to spew generic, cookie cutter responses.  I understand my system is 4 years old but at the time was a $2500 Alienware desktop.  I don't really think it should be stymied by a cheap $50 USB interface.  All  want is some actual customer service, please!

    • dxdgenert Just Startin'
      dxdgenert
      12 posts since
      Mar 5, 2009
      Currently Being Moderated
      May 5, 2010 4:57 PM (in response to dxdgenert)
      Re: Distortion, clipping and cutting out with Toneport UX1

      dxdgenert wrote:

       

      ...Tried to remove the Nvidia PowerMyzer software as well to no avail.

      Seriously?

       

      I hate to be a jerk but am I going to get help or am I going to have to sift through hours of complaints to sort this out myself?  I am going to lose my mind soon.

  • ricksox UberGuru
    ricksox
    11,600 posts since
    Mar 28, 2006
    Currently Being Moderated
    May 3, 2010 2:50 PM (in response to dxdgenert)
    Re: RE: Distortion, clipping and cutting out with Toneport UX1

    Hello,

     

      Cookie cutter or not I need to do my part and make sure you have tried the following. If you have, please download the attached doc, fill it out, and re-attach it to your reply in this thread. Thanks.

     

     

      1. Fill out your support profile at http://line6.com/account/supportprofile/

      2. Ensure that you have tested all cables to make sure that they are not defective (USB, audio, etc.)

      3. Ensure that you have all cables connections set up properly

      4. Adjust the Buffer Slider in the Line 6 Audio MIDI Control Panel. (Windows Users: Start/All Programs/Line6/Tools/Audio-MIDI Devices; Mac Users: System Preferences/Other/Audio-MIDI Devices)

      5. Adjust Sample Rates and Bit Depths in the Line 6 Audio MIDI Control Panel and ensure that the Sample Rates and Bit Depth settings in the Line 6 Audio MIDI Control Panel also match the project settings in your DAW/recording application

      6. Ensure that you have the Line 6 device set up in your operating system as the main input/output device (sound card); disable internal sound card in your operating system’s Device Manager control panel

      7. Ensure that your Line 6 USB Device is not connected to a powered USB hub; direct USB ports are required and please try ALL available direct USB ports during the troubleshooting process

      8. Remove all non-essential USB peripherals from the computer (not the mouse or keyboard)

      9. Disable any wireless cards on computer in Device Manager

      10. Set Power Schemes on computer in Control Panel (PC Only) to Always On

      11. There are also several other tips and optimizations you can make on your PC. Please refer to the following document for more information:

      http://line6.com/data/l/0a06007213339477ea0690cb2a/application/pdf/GearBox%203.5%20and%20later%20Windows%20XP%20&%20Vista%20Audio%20Tips%20&%20Optimizations%20(Rev%20A)%20-%20English.pdf

     

     

      Line6Miller

    Attachments:
  • ricksox UberGuru
    ricksox
    11,600 posts since
    Mar 28, 2006
    Currently Being Moderated
    May 5, 2010 11:08 AM (in response to dxdgenert)
    RE: Distortion, clipping and cutting out with Toneport UX1

    Hello,

       

      You may want to try disabling the PowerMizer settings for your NVIDIA card. That's helped a few people so far. You can download a little application called Nv GPU Pro from http://www.nvgpupro.com/.

       

      If that doesn't help let me know and we can get a ticket going for you and see if there is anything else we can do. Thanks.

       

       

      Line6Miller

  • Kneehow UberGuru
    Kneehow
    6,750 posts since
    Dec 26, 2007
    Currently Being Moderated
    May 6, 2010 10:07 AM (in response to dxdgenert)
    RE: Distortion, clipping and cutting out with Toneport UX1

    Hi,

       

      We've created a support ticket for you so we can resolve this issue offline. Please respond to the ticket. Thank you...

       

      A support ticket allows you to directly correspond with a Line 6 Support Representative. An email will be sent to you from Line 6 containing a link if a Line 6 support representative determines that a ticket is necessary to troubleshoot your issue. Please follow the link in the email to view your open ticket to work one on one with Line 6 Support.

       

      Please note: Sometimes support tickets will be filtered to spam and junk folders. If you did not receive an email from us indicating that a ticket has been created, please make sure to check those folders in your email host.

       

      http://line6.com/account/tickets/view/

       

      What is a Support Ticket?

      http://line6.com/community/docs/DOC-1422

       

      Regards,

      L6Perry

  • ricksox UberGuru
    ricksox
    11,600 posts since
    Mar 28, 2006
    Currently Being Moderated
    May 6, 2010 2:54 PM (in response to dxdgenert)
    RE: Distortion, clipping and cutting out with Toneport UX1

    To be completely honest with you. This issue could be with our driver so it may be a while before it's fixed. I just don't want you to think you'll see a patch update in a week.

       

       

      Line6Miller

    • dxdgenert Just Startin'
      dxdgenert
      12 posts since
      Mar 5, 2009
      Currently Being Moderated
      May 6, 2010 5:01 PM (in response to ricksox)
      Re: RE: Distortion, clipping and cutting out with Toneport UX1

      Line6Miller wrote:

       

      To be completely honest with you. This issue could be with our driver so it may be a while before it's fixed. I just don't want you to think you'll see a patch update in a week.

       

       

        Line6Miller

      Frankly, I was hoping sooner than a week.  Get this done ASAP, please, but know that I am not happy with this.  I have an absolutely worthless piece of your company's equipment here.  It is almost worth it to cut my losses and by an M-Audio, etc.

  • Line6Hugo Line 6
    Line6Hugo
    6,580 posts since
    Apr 8, 2007
    Currently Being Moderated
    May 7, 2010 12:44 PM (in response to dxdgenert)
    Re: Distortion, clipping and cutting out with Toneport UX1

    All that can be done is to continue support through the support ticket that was opened for you.

     

    Regards,

     

    Line6Hugo

    • dxdgenert Just Startin'
      dxdgenert
      12 posts since
      Mar 5, 2009
      Currently Being Moderated
      May 7, 2010 6:37 PM (in response to Line6Hugo)
      Re: Distortion, clipping and cutting out with Toneport UX1

      Line6Hugo wrote:

       

      All that can be done is to continue support through the support ticket that was opened for you.

       

      Regards,

       

      Line6Hugo

      And I will for the time being.  I'm just not going to say "OK thanks for the help".  Your company has a product that doesn't work.  Unfortunately I am beyond the return period and your response is that it may take a long time.  How am I supposed to feel?  I am angry and belive that I am entitled to that feeling.

       

      Furthermore, this is not an isolated incident.  Rare?  Maybe but certainly more so than Line 6 leads on.  The forums a riddled with Windows 7 issues.  Combine that with the AMD issues and Nvidia and I have a "perfect" storm.

       

      If your company really cares about me as a customer then you would answer that you are "very sorry and work as fast as possible to resolve the issue".  If it can't be resolved I would hope that my unit would be exchanged for one that will work with my system.  That is customer service and other companies do exactly that.  I had just hoped that Line 6 will as well...

  • Line6Hugo Line 6
    Line6Hugo
    6,580 posts since
    Apr 8, 2007
    Currently Being Moderated
    May 11, 2010 3:46 PM (in response to dxdgenert)
    RE: Distortion, clipping and cutting out with Toneport UX1

    I'm sorry for the inconvenience, but we are diligently working to resolve issues that you and other customers are experiencing with any of our products. The support ticket is being reviewed by our test department for further investigation in the problem you describe.

       

      Regards,

       

      Line6Hugo

    • ferroaj Just Startin'
      ferroaj
      4 posts since
      Sep 10, 2008
      Currently Being Moderated
      Mar 11, 2011 8:33 PM (in response to Line6Hugo)
      Re: RE: Distortion, clipping and cutting out with Toneport UX1

      I'd like to state that I'm having a similar issue... the toneport is a great product, and that's why I spent 150 dollars on it, yet it's sitting in my room collecting dust because your DRIVERS are bad?!  are you KIDDING me?!  Something needs to be done here and quickly because if your car you just bought suddenly stopped working and the manufacturer told you "oh.  it could be the engine, so it might be a while" you would NOT be happy.

       

      Just saying

      • misza Just Startin'
        misza
        7 posts since
        Aug 18, 2010
        Currently Being Moderated
        Mar 21, 2011 5:07 AM (in response to ferroaj)
        Re: RE: Distortion, clipping and cutting out with Toneport UX1

        Same thing here. I was using Toneport UX1 with a windows XP system and it was working fine, but I needed a new machine with more RAM and HDD space for DAW. Now i get cracking sounds every few seconds and therefore the device is USELESS for my recording and that was exactly what I bought it for. I tried all the tips and tricks for speeding my WIndows up, but they DO NOTHING. My system is pretty new and has more horsepower than I need, still Line6 claims I do something wrong. I never started a thread myself, becouse I see that it is hopless, couse ppl having same problem as mine get silly answers from Line6.

         

        It's not my fault that Windows 7 is so popular right now, and it is not my fault that DAW + VSTi need a lot of RAM.

         

         

        I think that Line6 lost it somewhere few years ago while inventing too many new stuff. They need to face facts:

         

        -Windows 7 is preinstalled in majority of PC systems right now.

        -64-bi Windows 7 is needed if you need 4GB of ram or more, and you DO NEED IT FOR DAW and VSTi.

        -People need stable drivers and not some TIPS and TRICKS for speeding win7 up. Those tricks dont work.

    • rockerbill Just Startin'
      rockerbill
      1 posts since
      Apr 28, 2010
      Currently Being Moderated
      Apr 16, 2011 5:15 AM (in response to Line6Hugo)
      Re: RE: Distortion, clipping and cutting out with Toneport UX1

      Guess what i have the same issue & yes it is a driver issue that line 6 need to get sorted, so at the moment line 6 do not have a working windows 7 driver.

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