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1194 Views 21 Replies Latest reply: Feb 7, 2012 3:58 AM by juanfornos RSS
libourne Just Startin'
libourne
19 posts since
Jan 2, 2012
Currently Being Moderated

Jan 10, 2012 1:32 PM

We do have a problem with the USB firmware update

We do have a problem with the USB firmware update.

 

After reading a few posts from expert users, I thought that maybe they were right and the problem lied with the computers, not the pods, especially for Macs.

 

So I thought that if it does work for them and for Line 6, maybe I have an extension or another USB device that is creating the problem. So I decided to start again from scratch.

 

I installed a brand new System (Snow leopard) on an external Firewire Hard Drive and started the computer from it.

 

Then I installed Line 6 Monkey 1.43 and removed all other USB devices connected to the Mac. So in the end I had a brand new and clean system and a computer with only one connection to my POD HD 300.

 

Installing all the software with Monkey 1.43 worked perfectly and the pod was working just fine and responding to the computer normally.

 

Then I updated to Monkey 1.50, and lo and behold, same problem as before: the USB firmware cannot be updated (message saying: "Could not establish a connection to the POD 300. Please check your USB connections. If the device is plugged in, try disconnecting then reconnecting the USB cable").

 

So there you are, there is problem with Monkey 1.5 and the USB Firmware upgrade, at least for the Macintosh.

 

Has ANYONE been able to update the latest Firmware using a Mac? And if yes, can you tell us what hardware and Operating System you were using? Do you need Lion perhaps? Any idea would be welcome…

 

Cheers

 

Libourne, all the way from cold Tasmania


  • stevecoombs Just Startin'
    stevecoombs
    28 posts since
    Dec 31, 2011
    Currently Being Moderated
    Jan 10, 2012 1:56 PM (in response to libourne)
    Re: We do have a problem with the USB firmware update

    um not this boy - where is the fabled line 6 'support' ? nowhere for at least 5 days . . . 

    i will return my unit to the vendor this weekend unless there is some kind of acknowledgement from line 6 . . .

    this is beyond pathetic . . .

    i bought my hd300 on the strength of my experience with my line 6 spider II 212 . . .

    to say i am disappointed would be an understatement . . .

    wake up line 6 - you are not the only company in this market . . .

    i wish i had looked at this forum before buying - it is nothing but problems . . . .

    when i return my unit it will be one more 'b' grade unit to be sold for nothing . . .  sort yourseleves out !!!!!!!!!!!!!!!! 

    • hollis1003 Iknowathingortwo
      hollis1003
      342 posts since
      Feb 6, 2007
      Currently Being Moderated
      Jan 10, 2012 2:08 PM (in response to stevecoombs)
      Re: We do have a problem with the USB firmware update

      I do not claim to be a Line 6 or Apple expert but:

       

      Note: This version of Monkey does not support OS X 10.4 Tiger or PPC systems. If you are using OS X 10.4 or a PPC mac, please continue to use Monkey version 1.43.

       

      Does this answer your question?  It may not but I wanted to point that out.

       

      @stevecoombs re: i wish i had looked at this forum before buying - it is nothing but problems . . . .

       

      This is called a Support Forum for a reason.  People come here with issues, many of which turn out to be problems they created or are due to lack of experience.  I'm sorry you have not had as good of an experience with Line 6 as I have over the 10 plus years I have been using their products.  This is a free country and you are able to feel however you want.

       

      I would like to ask one question.  What is your alternative?  I am very curious to know what you will choose that will work better and be better supported than your POD HD 300 and for a better price than $350.

      • stevecoombs Just Startin'
        stevecoombs
        28 posts since
        Dec 31, 2011
        Currently Being Moderated
        Jan 11, 2012 1:30 PM (in response to hollis1003)
        Re: We do have a problem with the USB firmware update

        hi hollis - i thank you for telling me about ticking the question box - i have done just that . .  its not very clear to a newcomer . .  i would love to phone the helpline but as i am in france and i have seen it posted that you have to anticipate an hours wait its not really an option . .

        as for what i would use instead of an hd300 - well i can continue to use my spider II 212 or maybe i could buy a digitech pedal . .  i bought a digitech vocalist pedal a year or so ago and it just does what it says on the box - well made - simple - excellent result so maybe that could be an option . . .  not really sure . .  what i need is something that doesnt give me issues as i have many other things to do with my time than scouring support groups to try to get my brand new pedal correctly updated- bluntly i don't even have any idea what usb firmware is. its never cropped up with digital cameras, printers or my ipad . . my thanks for your reply .  steve

    • silverhead Expert Line 6 User
      silverhead
      9,592 posts since
      Apr 1, 2009
      Currently Being Moderated
      Jan 10, 2012 2:48 PM (in response to stevecoombs)
      Re: We do have a problem with the USB firmware update

      stevecoombs wrote:

       

      um not this boy - where is the fabled line 6 'support' ? nowhere for at least 5 days . . . 

      I just noticed that there are a few threads on this topic, at least a couple of which were started on the weekend. Fortunately, this one is marked as a question - which is the only way that Line 6 tech support will actually see it and respond. This is both a support forum and a discussion forum. The difference in posting is that general discussion items are not marked as questions, and generally not looked at by Line 6. Technical support questions should be marked as such, which brings them to the attention of Line 6. Other information about using the forums can be found here:

      http://line6.com/support/docs/DOC-1451

       

      So, now that this question has been posted, one hour ago, it is beginning to receive attention. You may already have your answer as provided by hollis1003 - perhaps you are using the wrong version of Monkey as indicated in the Line 6 release notes that accompany each software update. 

       

      If that is not the solution, Line 6 will respond. They generally respond to questions within a business day or two - they don't monitor the forums on weekends.

       

      ... and I will reiterate what hollis1003 said - this is largely a support forum, which means that people come here when they have problems. It's not surprising that you see mostly problems here - that's what the place is for. The many more satisfied users who are experiencing no issues don't come here.

      • libourne Just Startin'
        libourne
        19 posts since
        Jan 2, 2012
        Currently Being Moderated
        Jan 10, 2012 3:13 PM (in response to silverhead)
        Re: We do have a problem with the USB firmware update

        Clarification about the Mac OS:

         

        Snow Leopard (10.6.8) is the OS just before Lion and is way newer than either Tiger or Panther and it is the most used OS at the moment in the Mac world. (Lion is only a couple of months old and most Mac users are waiting a bit before upgrading to it. I know I do)

         

        In fact Snow Leopard is supported by Monkey 1.50.

         

        It is a software problem, for certain. Line 6 will fix it I'm sure, I just wished they told us that they were working on the problem, that's all...

         

        Libourne

  • district13 Just Startin'
    district13
    18 posts since
    Nov 25, 2011
    Currently Being Moderated
    Jan 11, 2012 7:05 AM (in response to libourne)
    Re: We do have a problem with the USB firmware update

    Is there any of these compatibility issues in regards to PC's with Windows 7.  I recently updated my Monkey and now i have the same USB firmware issue with my HD400.  Will going back to version 1.43 fix that?

    • stevecoombs Just Startin'
      stevecoombs
      28 posts since
      Dec 31, 2011
      Currently Being Moderated
      Jan 11, 2012 1:20 PM (in response to district13)
      Re: We do have a problem with the USB firmware update

      i think to bring this to the attention of line 6 support uou will have to repost and tick the 'submit as a question box - i have just done the same . .  wish you well . .  steve

      • libourne Just Startin'
        libourne
        19 posts since
        Jan 2, 2012
        Currently Being Moderated
        Jan 11, 2012 1:38 PM (in response to stevecoombs)
        Re: We do have a problem with the USB firmware update

        Hi Steve.

         

        Have you tried to contact Line 6? They've made it nearly impossible! There is nowhere that I can see where I can contact the support team. I have even sent a complaint to them outlining the problem. All I got was an automated response and nothing since.

         

        I believe that they're aware of the problem but they don't want to acknowledge it. They'll probably post a fix or an upgrade eventually.

         

        The question is, when?

         

        We live in hope…

         

        Cheers

         

        Libourne

        • stevecoombs Just Startin'
          stevecoombs
          28 posts since
          Dec 31, 2011
          Currently Being Moderated
          Jan 11, 2012 3:42 PM (in response to libourne)
          Re: We do have a problem with the USB firmware update

          you need to copy and paste your post to a new post and tick the 'ask a question' box . .  it still appears in the same forum but theres a bit on it that says question not answered . . .  i'm sure theyre aware but ive had no acknowledgement - i dont know whether to hang on or take the pedal back before too long goes by . . .  i dont even know what usb firmware is !!! none of my other usb sveices have ever noticably had any !!! i'm thinking of changing for a digitech pedal - ive got their vocalizer pedal and its great - no issues at all . . .  i wish you well . .  steve

        • silverhead Expert Line 6 User
          silverhead
          9,592 posts since
          Apr 1, 2009
          Currently Being Moderated
          Jan 11, 2012 4:19 PM (in response to libourne)
          Re: We do have a problem with the USB firmware update

          You will find the number(s) for Line 6 technical support under the Contact Us button at the foot of this page. Like most telephone support systems there is often a waiting period while you must stay on the line, which I know can be costly and hence discouraging for long distance calls, but the number does get you directly to tech support. California business hours apply.

          • libourne Just Startin'
            libourne
            19 posts since
            Jan 2, 2012
            Currently Being Moderated
            Jan 11, 2012 8:54 PM (in response to silverhead)
            Re: We do have a problem with the USB firmware update

            I know, but I live in Tasmania in Australia and international calls are really expensive and the time difference would mean that I had to stay up late into the night.

             

            As for any technical support in Australia, forget it!

             

            The problem of lack of support is made worse by a company selling their stuff worldwide but only having a local (and patchy at best) tech support.

             

            But that the price we pay for living in OZ and other countries I guess...

             

            Libourne

            • silverhead Expert Line 6 User
              silverhead
              9,592 posts since
              Apr 1, 2009
              Currently Being Moderated
              Jan 12, 2012 2:38 PM (in response to libourne)
              Re: We do have a problem with the USB firmware update

              I noticed in another post that Line 6 has acknowledged that they have found a bug in the latest version of Monkey (1.50) that affects upgrading certain devices including the Pod HD300/400. I suggest you reinstall Monkey v1.43 and try again.

            • ozbadman Gear Head
              ozbadman
              1,474 posts since
              Apr 17, 2008
              Currently Being Moderated
              Jan 12, 2012 3:34 PM (in response to libourne)
              Re: We do have a problem with the USB firmware update

              Get yourself skype or equivalent. It makes international calls dirt cheap. I use mine for these types of situations. Also, having called Line 6 tech support many times, their response time is pretty decent. Uusally in the order of about 15 minutes. Personally, I have found their phone support excellent and at least they have phone support, which is about as common these days as a Tasmanian Tiger. Try getting phone suppoort out of eBay. Oh wait, you can't anymore. Nor can you get email suppoort. Congrats to Line 6 for not making my life hell.

               

              A fellow Aussie.

  • Line6Tony Line 6 Support
    Line6Tony
    1,917 posts since
    Jan 16, 2007
    Currently Being Moderated
    Jan 13, 2012 10:50 AM (in response to libourne)
    Re: We do have a problem with the USB firmware update

    Hi. We had to confirm before posting, but yes, this is a bug. Monkey 1.50 has a problem updating the HD300/400. Using Monkey 1.43 will work. Our engineering group is working on a fix for the next version of Monkey.

    • benoit_mathieu Just Startin'
      benoit_mathieu
      1 posts since
      Jan 20, 2012
      Currently Being Moderated
      Jan 20, 2012 1:16 PM (in response to Line6Tony)
      Re: We do have a problem with the USB firmware update

      Hi,

      I just tried to update the usb firmware of my Bass Pod XT Live, and I have the same bug: "could not establish a connection to the bass podxt live, please check your usb cable connections"...

      My usb firmware version is "unknown", according to the Monkey...

       

      (I would like to update because I have quite frequent hangs with audacity: the application hangs, the control volume hangs, and when I try to shut down the system, it hangs on "please wait, shutting down..." (Windows 7), I suspect a crash of the usb connection... also, the linux system crashes at startup when the bass pod is plugged in, any suggestion is welcome...)

      • silverhead Expert Line 6 User
        silverhead
        9,592 posts since
        Apr 1, 2009
        Currently Being Moderated
        Jan 20, 2012 2:32 PM (in response to benoit_mathieu)
        Re: We do have a problem with the USB firmware update

        Audacity tends to want to use a driver called Asio4All. It is known to cause problems with Line 6 devices because it is not a true ASIO driver. Check your audio setup in Audacity. If it is using ASIO4ALL change it so that it uses the XT and its ASIO driver.

         

        As for linux, well ..... Line 6 does not support linux installations so you're on your own there.

  • maya34 Just Startin'
    maya34
    1 posts since
    Jan 20, 2012
    Currently Being Moderated
    Jan 23, 2012 10:15 AM (in response to libourne)
    Re: We do have a problem with the USB firmware update

    I've got the same problem with my basspod XT.

     

    - My usb firmware version is "unknown"

    - I can't update mys usb firmware

     

    When i want to record with my bass, all is ok except that there is any effect on my record !!

     

    I work with Windows 7 and I don't have ASIO driver. In my opinion, it's a LINE 6 PROBLEM

  • juanfornos Just Startin'
    juanfornos
    2 posts since
    Jan 24, 2011
    Currently Being Moderated
    Feb 6, 2012 5:43 AM (in response to libourne)
    Re: We do have a problem with the USB firmware update

    I can't downgrade to 1.43. I did a manual uninstall of the 1.50 version and now I can't install any version of Monkey. I'm on Mac OS X Lion (10.7).

     

    Any thoughts?

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