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Pod Hd500x Usb Connection Issue

hd500x usb

Best Answer djspleen , 27 July 2013 - 09:40 AM

All is right again with the world!  I called Guitar Center and they were happy to exchange the first one.  I took the new one home, hooked up the USB, updated the flash with Monkey just like it's supposed to, started the Edit Software and BAM!  Everything works perfectly!

 

So, it was a faulty original unit.  Who'da thunk it?

 

I'm marking this thread as SOLVED!

 

Thanks to Guitar Center and to everyone here that offered their expertise and suggestions.  There is a great wealth of experience and knowledge here!

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#1 djspleen

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Posted 24 July 2013 - 04:32 PM

I hooked up my HD500X via USB for the first time tonight. After the initial driver installation (with seemingly no problem) I received an error message when connecting to edit software (see posted pic). As suggested, I disconnected/connected the hardware and started/re-started the software (more than one cycle) with same results. So then I tried to start completely over by uninstalling the Pod drivers. Now when I plug it in via USB it can't find any drivers to install...how cool! So, it won't install or recognize when the Pod is plugged in. Off to a great start! I searched for a similar error code on here but didn't find anything, so hopefully I'm not rehashing something that's already been discussed. I know how you guys love it when that happens. dj

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#2 stevekc

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Posted 24 July 2013 - 06:37 PM

On older computers there is a mix of USB 1.0 and USB 2.0, - Be sure you always use a USB 2.0 Port, and always use the same physical port you used when you first installed the Line 6 HD-500X USB Driver. If you swap to a different USB port on your computer - expect to re-install the Line 6 HD-500X USB Driver.

 

 

Re your Error message  - yes I got that too for the first few attempts at connecting the HD-500X   - suggest close all apps, shut down, restart the Computer , then connect the HD-500X with USB, (to the same port you installed the USB Driver), Launch Monkey 1.63 - confirm Monkey can locate your HD-500X

HD-500X_Version_130724_zps9093a9e2.png

 

 

Only after Monkey applies all updates, then close Monkey and Retry HD-500X Edit. On my HP HDX-18i Dual Core Win7 laptop  -  Mine took three retries of HD-500X Edit  (with 30 second wait between each attempt) before HD-500X Edit made a successful connection and Sync.


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#3 djspleen

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Posted 24 July 2013 - 07:16 PM

Interesting.  I'll make sure to give the Monkey a try.  I tried to connect to my laptop but I received the exact same error message as I got on my XP desktop.  I'm pretty sure I don't have any 1.0 USB ports on any of my computers, but stranger things have happened, I suppose.  I did notice that two of my USB ports didn't seem to like the Pod.  So I tried another port on the back of the computer and it at least recognized it.  Crazy stuff!


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#4 djspleen

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Posted 24 July 2013 - 07:30 PM

Hmm...Monkey says the installed Flash Memory version is "unknown" and should be updated (it has the yellow exclamation point sign).  But every time it tries it says it's timing out (after only a few seconds?) so it fails.  

 

I attached some screenshots.

 

Something screwy is going on here.

 

HD500X_Monkey_Error.jpg


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#5 mazuwa

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Posted 24 July 2013 - 10:08 PM

The driver cannot install or uninstall with Usb connected!!!
Disconnect. Then deinstall and reinstall driver. Only connect when driver asks you to connect. Use a buildt-in Usb2 port only. You can keep monkey but close it during inst process. Download newest driver.
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#6 SiCantwell

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Posted 25 July 2013 - 05:16 AM

I installed the driver and the 500X edit software before the 500X arrived, meaning I never connected the USB. When the unit came, I connected it and it worked fine.
Incidentally, I renamed the file extensions on my saved setlists while I was waiting for it to arrive, and the X loaded them without a hitch. I now have all my old patches on the new unit.
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#7 djspleen

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Posted 25 July 2013 - 06:19 AM

I don't think I have an issue with the driver.  The driver installed when I installed the 500X software several days ago (before I had the unit, similar to what SiCantwell mentioned). 

 

When I plugged in the Pod to my computer, it did it's normal plug-and-pray operation and proceeded without issue UNTIL I try to connect it to the Edit software. 

 

mazua, I'll try what you say, but you're describing the process I used already.  I didn't have anything hooked up during the initial driver install or when I de-installed/re-installed the drivers downloaded directly from Line 6.


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#8 silverhead

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Posted 25 July 2013 - 06:32 AM

The symptoms point to a USB connectivity issue more than a driver issue I think. Try all USB ports on your computer (I think you've already done this, but make sure). Also make sure you are not using any USB hubs. Systematically disconnect other usb devices for test purposes to try to identify a conflict (Logitech webcams have been a frequently reported conflicting device).

Here's a fairly old but still relevant document that may help:
http://line6.com/support/docs/DOC-1484
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#9 djspleen

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Posted 25 July 2013 - 07:03 AM

Thanks Uber.  I've tried multiple ports, but not all of them yet.  I'll swap some things out and give it a try.  I have several things plugged in the other USB ports, mouse, printer, scanner, external hard drive, etc.  None of them sound too exotic but I'll give it a try.

 

After last night's fiasco, the two ports on the front of my computer don't work with the Pod at all anymore, for whatever reason.  They just give me three nasty beeps meaning, "hey, I don't like it when that's hooked up to me!" but I can attach other items to those same ports and it works fine.

 

I don't own a USB hub so that's not an issue.

 

I do find it interesting that my Windows 7 laptop gave me the same connectivity error as my desktop.


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#10 mazuwa

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Posted 25 July 2013 - 09:18 AM

Clever to try it on another pc. Last thing is to exchange your usb cable with eg the printer cable. Otherwise it is time to give a try with another exchanged hd500x. At this state I would not risk a failed reflash with save mode.
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#11 djspleen

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Posted 25 July 2013 - 09:28 AM

Oh boy...I was really trying/hoping to avoid that alternative.  I did open a support ticket with Line 6, maybe they'll come up with something. 

 

I'll give the printer cable a try and see what's up. 


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#12 spaceatl

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Posted 25 July 2013 - 10:49 AM

USB hubs can be internal....Generally, front ports are on a hub...rear ports are using on a root controller...

 

One of the things that happens to some folks is not disconnecting during the driver installation...That can make things whacked, but I have never had to uninstall to fix it...just install the driver with nothing connected...The Edit installer has the driver in it also...Sometimes the driver in the Edit installer is out of synch with the driver install that is packaged alone...

 

I suggest flashing in safe mode...If it bricks, then you needed a new unit anyway...

 

 

EDIT: Another thought...Have you checked your chipset drivers? The problem can be on the PC side and generally the chipset has that stuff...lower than that would be BIOS firmware...might be worth checking that the MB drivers are all up to date... 


Edited by spaceatl, 25 July 2013 - 10:51 AM.
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#13 djspleen

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Posted 25 July 2013 - 01:59 PM

Out of all that, my main question is what is "flashing in safe mode"?

 

<---newbie


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#14 Line6david

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Posted 25 July 2013 - 03:06 PM

Oh boy...I was really trying/hoping to avoid that alternative.  I did open a support ticket with Line 6, maybe they'll come up with something. 

 

I'll give the printer cable a try and see what's up. 

 

Hi,

 

I'll post this in your account as well so be sure to reply there. ;)

 

I agree with the other posts:

 

Have you tried connecting to ALL USB Ports on the computer?

Are you using a USB hub?

 

Try another Cable.

 

Ultimately the best way to troubleshoot is to try this on another computer. This will help determine if the issue is related to the computer of a physical issue with the 500X.

 

Also inspect the USB port on the 500, does it look intact?

 

Hold down the DOWN arrow on the D-Pad while powering the 500X up.

The LCD will read UPDATE FLASH.

Connect it to your computer and reflash with Line 6 Monkey.

Also, it could be under powered. Are you using the original power supply?
 

Again, reply back to your ticket. If you respond only to this post I might not see it.

 

Thanks,

David

Line 6 Customer Support



#15 djspleen

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Posted 25 July 2013 - 03:22 PM

Update:  

 

I've tried all 4 USB ports on the back of my desktop and I've tried all 3 USB ports on my laptop.  After it did it's plug-n-play thing on each of the ports...same results.  

 

I'll try a different USB cable but Monkey currently seems to recognize that a 500X is attached.  It just can't do anything with it.

 

I'll post another update after the different cable attempt(s).

 

One thing that I noticed on the laptop that I don't remember seeing on the desktop, right after I start up the Edit software an error message flashes for a second "Invalid data found in one or more patches.  These patches have been reset and named "New Tone (Reset)".  But then the Edit software starts, the timeout message shows up and there are no patches from the unit anyway, so it probably doesn't mean much, I just wanted to be thorough.

 

Thanks everyone for all of your suggestions.  It will work eventually!


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#16 djspleen

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Posted 25 July 2013 - 03:43 PM

Ok...last update for the evening, I hope.  I tried a different USB cable that has been working fine connected to the printer.  I tried all three USB ports on the laptop (I skipped the desktop this time...what's the point?) and same results.

 

I grabbed another cable from my scanner and attempted on the first USB port on the laptop with the same results.  I moved on to the next USB port but this time I got a message "Could not detect a Pod HD500X connected to your computer.  Pod HD500X Edit will run in offline mode."  I thought that was strange so I looked down at the Pod and the Line6 splash screen was cycling on the LCD screen.  I left it plugged in while I was typing this post and it's still just cycling through the splash screen.  I've also tried unplugging it for a moment and plugging it back in several times, waiting different lengths of time before plugging it in...still cycling.

 

Line6david, I'll send my official reply via the support ticket as you requested.  Thanks.


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#17 mazuwa

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Posted 25 July 2013 - 09:05 PM

Lets guess you have checked all USB ports and they are ok. Same to the USB cables and the power supply. Lets's also say you have installed the newest drivers correctly with attention.

Your question about save mode has been answered by Line6David. Press and hold the down arrow key while powering on. This will display the fw update screen. Now you can reflash over Line6Monkey. I personally prefer to download the newest firmware first and to reflash offline by the stored flash-file.
I wish you the best for I have no idea then (instead of exchanging the device)
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#18 djspleen

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Posted 26 July 2013 - 04:34 AM

Monkey won't update it because it keeps giving me the timeout error.  If I can't get a good connection to the Pod then I don't know how it could update the firmware.

 

Unless I'm trying to flash it using a wrong procedure, which could be the case as this is all new to me. 

 

This could likely be a moot point now anyway, as when I power up the Pod it won't go beyond the Line 6 splash screen.  It just keeps cycling through that screen every 5-10 seconds.


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#19 spaceatl

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Posted 26 July 2013 - 06:09 AM

Logo hot loop is usually solved by resetting the global settings (power up holding D pad down)...that's the safe mode for re-flashing also...This has been suggested a few times on the thread but it is not clear to me if you have actually tried that or not...The pod will not update while it is in a logo loop...


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#20 djspleen

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Posted 26 July 2013 - 06:41 AM

I'm sorry I wasn't clear earlier.  I tried the re-flash using the power up holding D pad down method.  The Pod is ready to update via Monkey, but the timeout error keeps appearing so Monkey won't update it the way things sit now. 

 

Both Monkey and Edit software recognize that a 500X is attached, but when a working connection is attempted I instantly get the timeout error.


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#21 spaceatl

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Posted 27 July 2013 - 09:05 AM

I'm sorry I wasn't clear earlier.  I tried the re-flash using the power up holding D pad down method.  The Pod is ready to update via Monkey, but the timeout error keeps appearing so Monkey won't update it the way things sit now. 

 

Both Monkey and Edit software recognize that a 500X is attached, but when a working connection is attempted I instantly get the timeout error.

 

Thanks...no worries...So my next question would be; Have you tried it using an different computer altogether? Seems like you said you tried known good cable with other working devices...Using another PC basically eliminates the PC as the cause and if you get the same error, it points to something being wrong with the POD...I say return it and get a new one if the retailer you used offers that (GC is 30 days I think)...Otherwise, it really seems like the unit might need service...might be a defective port or some such...

 

There is another thing that came to mind, but this is a bit of a reach...This issue is almost exactly like one I saw years back with the Flextone III XL using a midi interface...specifically an Edirol...By default, it would be set to echo data...The data over USB on the POD is basically midi over USB...It's serial data, so is midi...The echo messes up the stream and causes the failure immediately...Again, this would be a reach if there is something  in the USB config that is messing with bulk mode on your PC's USB...However, a very easy way to test that would be to just print a doc to a USB printer or save a file to USB jump drive...Both use bulk mode...same mode the firmware burn uses...

 

I still think you should exchange it if you can...do over...good luck to you...


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#22 djspleen

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Posted 27 July 2013 - 09:40 AM   Best Answer

All is right again with the world!  I called Guitar Center and they were happy to exchange the first one.  I took the new one home, hooked up the USB, updated the flash with Monkey just like it's supposed to, started the Edit Software and BAM!  Everything works perfectly!

 

So, it was a faulty original unit.  Who'da thunk it?

 

I'm marking this thread as SOLVED!

 

Thanks to Guitar Center and to everyone here that offered their expertise and suggestions.  There is a great wealth of experience and knowledge here!


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#23 shedeler

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Posted 05 March 2014 - 11:45 AM

I have a problem with the USB of my hd 500, because the eeprom circuit does not work anymore. I bouht another one, but a I need the bios software of the chip... Please, does anyone have this? send me by mail: brunoandradecosta@globo.com

 

Thank you!


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