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444 Views 5 Replies Latest reply: Nov 18, 2011 2:37 PM by Line6Don RSS
guitarguy87 Just Startin'
guitarguy87
6 posts since
Mar 9, 2011
Currently Being Moderated

Nov 13, 2011 10:15 AM

HD500 USB out not working (need next step)

So for some reason the small plastic middle piece of the usb out on my HD500 is missing, and this has made the pedal unable to connect to my computer. The pins are perfectly straight, I don't gig with it, it has been in 2 static locations for it's lifetime and it remains plugged in all the time. I have invested alot of money into my music studio and baby all my gear, I have no idea how this happened, however I need to know which direction I should take this matter to solve the problems.

 

I have tested everything thoroughly with different drivers/cables/ports/computers, and the same hardware recognizes my boss pedal.

 

So where do I go from here? Do I call customer support and send it to Line 6 for repairs?

 

Any direction would be appreciated.

 

Thanks,

Josh

 

http://i41.tinypic.com/2cmlnyf.jpg[/IMG]

 

http://tinypic.com/r/2cmlnyf/5

Tags: usb_device_not_found, usb_problem, hd500
  • Rowbi Expert Line 6 User
    Rowbi
    7,745 posts since
    Nov 25, 2006
    Currently Being Moderated
    Nov 14, 2011 1:47 AM (in response to guitarguy87)
    Re: HD500 USB out not working (need next step)

    guitarguy87 wrote:

     

    So where do I go from here? Do I call customer support and send it to Line 6 for repairs?

     

    yep.  that's right.

     

    As this is a bit of a strange issue, it may be best to call Line 6 rather than a line 6 service center just to talk to them initially, in case they want to get that unit back to L6 to work out why that failed.

     

    L6's numbers are via the contact us link at the bottom of this site.  there's the US and the UK office.  if you're in Europe, use the UK one, if not call the US.  both only operatre during office hours for the country the office is in.

     

    I hope this answers your question, and come back to let us know how you get on.

     

    Rowbi

  • jimsreynolds Power User
    jimsreynolds
    2,227 posts since
    Jun 27, 43450
    Currently Being Moderated
    Nov 14, 2011 3:21 AM (in response to guitarguy87)
    Re: HD500 USB out not working (need next step)

    You are not alone - at least one other person had this.

     

    http://line6.com/support/message/319490#319490

    • guitarguy87 Just Startin'
      guitarguy87
      6 posts since
      Mar 9, 2011
      Currently Being Moderated
      Nov 14, 2011 11:06 AM (in response to jimsreynolds)
      Re: HD500 USB out not working (need next step)

      Thanks for the help guys, I'll get on this today at some point and let you know how it works out. I read that other post, thanks Jim.

       

      Hopefully I can get this fixed fast, I have waited since June to be able to record due to working away from home. Finally get everything set up and this happens, what a bummer. EDIT: Waited for 35 min on the phone calling Line 6, to be told I had to call the Canadian distibuter SF (1-800-363-8855 if anyone needs), who told me to contact a local service center. It could take 4 weeks to get my pedal back. FFS I want to play, not wait for a month... pretty displeased at the moment for something so trivial yet so essential to what I bought the pedal for.

       

      Thanks again guys,

      Josh

  • Line6david Line 6 Support
    Line6david
    5,196 posts since
    Jan 27, 2010
    Currently Being Moderated
    Nov 15, 2011 2:26 PM (in response to guitarguy87)
    RE: HD500 USB out not working (need next step)

    Hi,

       

      Sorry for the wait, it will be different for each service center depending on how busy they are.

       

      As far as having to call the Canadian distributor, your warranty only covers the unit in the country you purchased it in. 

       

      Sometimes small components can break. the good news is the repair will be free even if it might take longer than originally expected.

       

      Thanks,

      David

      Line 6 Customer Support 

  • Line6Don Line 6 Support
    Line6Don
    5,274 posts since
    Mar 14, 2011
    Currently Being Moderated
    Nov 18, 2011 2:37 PM (in response to guitarguy87)
    RE: HD500 USB out not working (need next step)

    Hey guitarguy87,

       

      It has been at least 72 hours since we've heard from you. We're going to assume your question has been answered and close this thread. If you feel your question(s) have not been answered, or, if you have further questions, please feel free to re-open a support thread within our support community and we will answer your questions accordingly.

       

      Thanks!

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