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3374 Views 12 Replies Latest reply: Jul 27, 2012 7:56 PM by Marquelli RSS
harrisonjf Just Startin'
harrisonjf
4 posts since
Oct 12, 2007
Currently Being Moderated

Mar 16, 2011 3:49 PM

Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

Hi Folks,

 

I posted this question a few days ago and only got one response -- which was from someone having exactly the same issue.  Unfortunately, Line 6's support system automaticallyassumes  (without asking) that any question not updated in 72 hours somehow is magically "assumed answered".  As far as I know, no Line 6 tech ever read, much less responded to the problem/question.  The same question can be found elsewhere on the forum -- and equally unanswered.

 

This is a recurring issue (as noted in multiple place on this forum), but the problem doesn't seem to even be acknowledged, much lesss answered or solved by Link 6 support.  So here it goes again.

 

I've downloaded and installed the latest versions of Gearbox (and Monkey).

 

When  I start-up Gearbox with my Guitar Port plugged-in, I can access all the  tones and controls and that "upper" part of the setup seems to work  just fine.  However, while I can access GuitarPort Online and download  lessons and tracks -- I can't get anything to actually play.  When I  press the "play" button, it does absolutely nothing and refuses to stay on/green.  I've reinstalled my Line 6 software multiple times with no resolution to in the problem.  I still can't play any downloaded tracks or lessons.  I still pay my $7.99 a month for the service, but the service no longer works :-(

 

I'd  appreciate some response/help on this.  This whole system  worked great on my old XP system and I am really hoping I can get it all  to work again on my new computer.  (BTW - I also have Riffworks  installed and it seems to work just fine.)

 

Computer:  Dell Studio XPS 435T/9000

CPU Type    QuadCore Intel Core i7 960, 3279 MHz (25 x 131)

Operating System    Microsoft Windows 7 Ultimate (64)

Audio Adapter    Creative SB X-Fi Audio Controller

 

BTW:  I did see the one other post that directly outlines this issue.  At the time, about a dozen people said that they had exactly the same problem.   While there was one non-specific post by a Line6 tech suggesting that  folks "optimize their sytems" for Line6 products and refer to a  Vista-related support guide -- the actual issue/question posted was  apparently never directly responded to or successfully resolved.  I  gather folks just gave-up since the forum system eventually coded the  questions as "Assumed Answered" (even though it wasn't)

Tags: gearbox, question, broken, player, won't, unresolved, techical, play.
  • Line6Hugo Line 6
    Line6Hugo
    6,580 posts since
    Apr 8, 2007
    Currently Being Moderated
    Mar 28, 2011 8:48 AM (in response to harrisonjf)
    RE: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    What you describe typically  happens when there is a connection issue with the Line 6 hardware you are using for Guitarport Online.  Please try the following:

       

      Please remove all other USB devices (except for a mouse/keyboard on a desktop computer) while troubleshooting this issue.  Completely remove ANY USB hubs, even if not in use, and test the Guitarport on all of your computer's USB ports.

       

      Please give this a try an let us know if you continue to have problems.

       

      Regards,

       

      Line6Hugo

    • harrisonjf Just Startin'
      harrisonjf
      4 posts since
      Oct 12, 2007
      Currently Being Moderated
      Mar 28, 2011 9:33 AM (in response to Line6Hugo)
      Re: RE: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

      Line6Hugo,

       

      Thank you for taking the time to respond to this issue.

       

      I tried your recommendations - disconnected every USB device from my system except the GuitarPort (and keyboard/mouse).  The result was exactly the same as before -- everything about the GuitarPort works -- except the "Play" button on the Track Player.  Even the advance forward and back buttons on the player work -- everything works except the play button.  Clearly, this is not, in fact, a USB/connection issue -- I've never had any trouble connecting the GuitarPort with the latest driver installed.

       

      The issue appears to be with the programming code for the Play button of your embedded player.  Dozens (probably hundreds) of other folks are having the exact same issue.  Everything about GuitarPort works -- except the ability to play tracks, because pressing the Play button does absolutely nothing.

       

      I hope you can get the Line6 engineers to finally take a serious look at this issue.  It is not an installation problem - it is a software problem.  It has nothing to do with the USB ports or how the device is connected and recognized by the user's computer.

       

      As mentioned before, because we pay ~$8.00 a month for the ability to access and play tracks and lessons through GuitarPort Online and for the past several months we have gotten nothing for our money.  I think this finally deserves some serious Line6 attention.

       

      Thanks.

       

      ---Jared Harrison

  • Line6Hugo Line 6
    Line6Hugo
    6,580 posts since
    Apr 8, 2007
    Currently Being Moderated
    Apr 1, 2011 9:49 AM (in response to harrisonjf)
    RE: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    The Play button can have that problem when there is something wrong with the connection from the Line 6 hardware.  All other functions can work such as playing guitar with the effects and amp models and even connecting to Guitarport Online, but tracks will just not play.

       

      I only mentioned to remove all other devices and to test with ALL of your computer's USB ports because that has typically fixed the issue with past customer's.  So, please at least test on all of your computer's USB ports with the Line 6 hardware.  Make sure to completely remove ANY USB hubs connected to the computer, even if you are not connected into it, as they have caused this issue in the past as well.

       

      Can you tell us if you are getting any alerts or error messages with this problem?

       

      Just to be sure, make sure to use the Line 6 Uninstaller to remove all Line 6 software and drivers.  Then, re-download and install Gearbox 3.72 from the website and install.  Update drivers with Monkey.

       

      These steps are what typically resolves this issue.  Otherwise, there may be connection problem on either the Line 6 hardware, your computer's USB ports, or another software conflict keeping this from connecting/being read properly by Gearbox.

       

      you can try isolating this issue on another computer to verify if it could be a hardware issue with the unit.

       

      Regards,

       

      Line6Hugo

    • harrisonjf Just Startin'
      harrisonjf
      4 posts since
      Oct 12, 2007
      Currently Being Moderated
      Apr 2, 2011 11:49 AM (in response to Line6Hugo)
      Re: RE: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

      Line6Hugo,

       

      Thanks for your persistence on this issue.  Unfortunately however, we still don't have a solution.

       

      Per your request, I (again) unplugged all USB hubs and devices from my computer.

       

      I completely uninstalled all Line6 software (Gearbox & Monkey) using the Line6 unistaller.

       

      I restarted my computer and re-dowloaded and installed the lasted Monkey (1.35) and the latest GearBox (3.720).  Monkey indicates that all installed software and drivers are current,

       

      I then plugged in the GuitarPort.  Sounds great.  I went to load a track from my GuitarPort Online subscription.  The track loaded just fine and -- as expected -- every button in the "Player" works just fine -- EXCEPT the Play button.  The Player will not play a downloaded track.  I then loaded a previously saved track from my harddisk -- and I got exactly the same result.  The track loads just fine and all buttons work -- EXCEPT the Play button. There is currently no way for me to Play tracks or lessons with my GuitarPort online subscription. No error messages are displayed.  It simply doesn't work.

       

      I've got a pretty solid background in both electronics and computers/programming and, as I said previously, there is no way this is a "hardware" or "connection" problem.  It is clealy a software issue with the code driving your embedded player.  Indeed, it may not happen on other computers with other operating systems, but your GearBox app clearly has some issues with Windows7 (64) -- even when run in 32bit "compatibility" mode.

       

      http://ez-insites.com/GuitarPort%20Won%27t%20Play!/GuitarPort%20Won%27t%20Play!.html

  • Kneehow UberGuru
    Kneehow
    6,750 posts since
    Dec 26, 2007
    Currently Being Moderated
    Apr 6, 2011 3:54 PM (in response to harrisonjf)
    RE: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    I have created a support ticket for you regarding this situation.  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.

       

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

  • shmegface Just Startin'
    shmegface
    3 posts since
    Dec 24, 2010
    Currently Being Moderated
    Oct 23, 2011 2:56 AM (in response to harrisonjf)
    Re: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    Hi guys,

     

    This problem started occuring for me out of the blue today; nothing new installed, no updates to the system of any kind either.

     

    I had read on the other thread of the same problem that sometimes the problem was solved by running Gearbox as Administrator. I tried it and good as new.

     

    This doesn't seem to help everyone, but thought I'd put it in this thread in case they don't read the other.

     

    Cheers

  • olsor Just Startin'
    olsor
    5 posts since
    Jun 10, 2011
    Currently Being Moderated
    Dec 10, 2011 12:37 PM (in response to harrisonjf)
    Re: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    Hi there,

    I'm having the same problem on my windows 7 64 bit machine as well. I'm a newbie to gearbox.. I have a POD X3 running the current version of gearbox. I can play/tweak my tones from gearbox just fine. But when I play the tutorial I can't hear anything. And, I can't hear the metronome at all. Searched various threads, and this seemed to be similar to my problem. Does anyone have any solutions??

    Thanks alot for your help

    Ray

  • varenucha Just Startin'
    varenucha
    2 posts since
    Jan 22, 2011
    Currently Being Moderated
    May 4, 2012 2:10 PM (in response to harrisonjf)
    Re: Can't play tracks in Gearbox - Pressing "Play" does nothing - Still waiting for an answer

    Hi guys,

     

    Unfortunatelly I have the same problem. And as with others it stopped working after several months without any problems. For no apparent reason. And yes - metronome also does not work. The system is Win 7 64 Pro. So apparently this is a bug... can we expect some fix soon? 

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