johnny-longtorso

Well - I seem to have resolved the problem. I am in no way suggesting others do this - I am merely detailing "what worked for me" 1) Uninstall every piece of Line 6 software, using an uninstaller to "clean" anything left behind (I have a Guitar Port, a POD-XT, a POD-HD500X, a Variax, and the Helix, so there was quite the trail here) 2) Reboot 3) Using Zadig (Google it) I manually installed the latest version of the Windows libusb release (it's part of Line 6's driver base, and while I can't really tell how old the version is by inspecting the files that Line 6 uses, I can tell you that (per the docs from the devs) any version prior to the latest on the libusb github page had serious issues with numerous USB hub devices (and not hubs as is things that hang off your PC, hubs as in the chip devices on your motherboard) - the OS saw my device immediately 4) Install Line 6 Updated v1.17 (as far as I could tell this is the release that added support for Helix) - updater saw my device immediately 5) Manually performed an off-line install of HELIX_Floor_v3.01.0_0x5a8c6f191_bundle.hxf - updated without issue My Helix has survived several reboots without issue. Now I just need to get the editors and whatnot installed to support my older devices and pray none of it shoots the Helix in the face. Again, try this at your own risk, but it worked for me after virtually nothing else did and Line 6 told me my only recourse was to pay someone to fix it. Line 6 - I'd seriously suggest your QA / DevOps folks try a little harder at releasing robust software. If you forked libusb at some point it should be noted in the docs so people know what version it is you're using. And you should update your version. But what do I know..... EDIT: Well, I was actually able to dig into the Line 6 driver archive (release "Line 6 WinUsb Driver v1.0.0.3 Installer.exe") and inside that package I can see they ARE using the latest libusb release - so I'm extra puzzled. It may simply be that I had multiple drivers installed that were in conflict. While I'd like to believe that's not possible, it's certainly not out of the question with Windows. As to why my Mac didn't work I have no idea - all of the Line 6 software I put on that was latest-and-greatest - if the USB driver base was truly 1:1 with the current version from libusb it should have worked on the Mac no issue - but it did not.

It was purchased some time ago at Guitar Center in Miami - I have since moved to the other side of the state. It's sat almost entirely unused as I have not had the time required to get proficient with the software. But it's out of 30 day grace. As far as a typical interaction with support I can't really comment. I've owned products from the original Guitar Port up through this one and haven't really had to rely on support until this point, but my first experience leaves me less than enthused thus far. Based solely on my Google results for the issue this isn't' something new, adding to my surprise that this software has performed as it has several releases after this sort of problem started to appear.

Just FYI - this firmware bricked my next-to-new Helix. Was on 2.92 decided to patch. Died at 32% into the update, restarted to "boot failed", and it's dead. Have tried both Windows (older Dell, on laptop and in-dock USB ports) and Mac (brand-new Macbook Pro) laptops to recover following all the steps outline in the "hey let's call our users morons" support thread, tried 2 different USB cables, and it's still deader than Vaudeville. In both cases the OS sees the device, but the updater/editor do not. Have tried going back to 2.92 (full uninstall / reinstall of ALL Line6 software, with a reboot in between removal and install, and then again between install and attempt to connect on both 2.92 and 3.02.0). Line6 support, after taking a nice break for the holidays, basically told me I'm SOL and to take it in for service and closed my support request. I haven't even peeled the cling-film off the display panels yet.

Sent you a PM. Another interested party.