rohanmiller97

Thank you for all the suggestions! I raised a ticket with customer support and there doesn't seem to be an explanation... Time to figure out getting my helix serviced.

All great suggestions and I appreciate the help! I have just looked at the update log and it seems that it updated to Big Sur 11.5.2 on Friday which was when it stopped working... I can only assume that something within this update has messed up the connection to the Helix for some reason. But I'm puzzled over the fact that I have tried a second computer and that wouldn't connect to the Helix either. The update factor seems convincing, but why would both computers not work... Could the update somehow stopped it being recognised on other devices?

Thanks for your response. I tried all of these factors on the help page today to no avail. Still have no connection coming from the Helix at all.

Hi there, I am having an issue connecting my Helix Floor to my Macbook Pro (running Big Sur). I am running version 3.11 with both HX edit and the Helix. I have been using HX edit with the helix since I bought the helix about a year ago with no issues at all. It worked for me on Friday morning and then suddenly since then I cannot connect the Helix to my Computer, I just get the 'no device connected' screen on HX edit. I have checked the devices list in system information and nothing appears at all. When I plug in my Steinberg Audio interface using the same USB cable it appears and works fine. I also tested another 3 USB cables, all of which result with the same issue. My assumption is that the USB cables all work well. I have also downloaded HX edit onto a different Mac that doesn't require a USB adapter to connect and it similarly doesn't show up. This leads me to believe that it is the Helix unit itself that is causing the issues. I have also re-downloaded all software and drivers to double check these work. I cannot even try and revert the Helix back to an older software as I cannot get any type of recognition of it being connected to the laptop. I have tried resetting all the global settings and still nothing. What are my options? As far as I can see I have exhausted all the usual options that people discuss online (I have spent hours reading previous posts on this). My best guess is that there may be an issue with the USB port itself on the Helix - although considering it worked at 9am on Friday, and by 11:30am it had decided to stop I am unsure... Any advice would be helpful! Has anyone had the same problem?