Hardware: Helix Floor
Firmware: 3.71.0
Bug: Can't connect to any computer via USB.
Steps to reproduce:
Install HX Edit on any computer (e.g. my Windows 10 pc)
Turn on Helix
Plug in to any USB port
Result: device manager reports "device descriptor request failed". Helix does not show up in HX Edit or any other Line 6 software, and the drivers I have installed are not applied to the device.
This problem started shortly after I received the Helix in November 2023. I was able to connect to USB intermittently at first, but never for very long.
Steps taken to fix (sorry for some vague descriptions, it has been a few months since I did some of these):
Tried three different Windows PCs, a Mac, different USB ports, different USB cables including a 3 ft. shielded one.
Reinstalled drivers and various Line 6 software.
Performed a variety of different resets on the Helix hardware itself.
Disabled a Windows virtualization feature that apparently causes problems sometimes.
Various generic fixes online for the USB error message I got in Device Manager. For example, changing USB power settings, etc.
Sent the Helix in for repairs at an authorized service center in northern KY. The tech there replicated the problem at first, but then got it working on his end after replacing the small USB B socket on the Helix. After that, he upgraded the firmware to its current version, which I assume means the USB was working at some stage. I'm pretty sure he tested the fix with my USB cable.
Since getting the Helix back, I am having the same error as before. Again, I tried reinstalling with the current version of HX Edit, and I tried on a friend's PC as well. No luck, same error as before.
At this point, it sounds like Line 6 support suggests mailing over to them in CA for another go at a repair. I live on the other end of the country, so it will probably cost me several hundred dollars on top of everything else. If anyone has another suggestion that could prevent me from throwing more money away to get this thing working, I would appreciate it.
