Helix Bug Reports

[pipelineaudio1]

On 6/5/2023 at 2:24 AM, PeterHamm said:

I'm not sure this is happening to anybody else, tho... Have you re-flashed the firmware, and did you do a full factory reset when you were done with the update?

Yes, but it happens on Helix Native as well

[shaneoakley]

Hi. A strange glitch.  I just recently purchased the Helix LT (02/06/2023) and on the Global Settings menu the joystick dose not work properly. I cant select any menu item unless I apply quite a bit of pressure to the joystick and then it does randomly move to another menu item. This only happens in the Global Settings menu, the joystick functions normally otherwise. I have updated the Helix LT to the latest firmware (3.60) but still have the problem. I sincerely appreciate any advice and help. Many thanks, Shane.

[jiml6]

On 6/3/2023 at 11:25 AM, pipelineaudio1 said:

Helix parameters are being corrupted since 3.6 on save and load. Individual presets, setlists and bundles are all affected. So far it seems to be ONLY parameters that are controlled by snapshots that I can find. I have not found any parameters corrupted so far that weren't also controlled by snapshots. This is happening on the floor as well as between Helix floor and Helix Native. I have updated HX Edit to 3.61 and the problem persists. Here is a video showing it between helix floor and helix native. Tomorrow I could show one where its happening on the floor by itself, but I need my helix to work for today's show. This is really causing some stress and anxiety that I really won't know what sort of box of chocolates I'll get when I turn this thing on on the stage

https://youtu.be/VjQNg4aJE3g

From your video, it looks like you're in Snapshot Discard mode (this makes the Snapshot icon turn red). Try your steps again in Recall mode (snapshot icon will appear gray). 

[Ilya-V]

Looks like there is a redundant control in the Preamp model of the Cali IV Lead, the Presence control does absolutely nothing.

Probably forgot to remove it when doing the Preamp model.

[Ilya-V]

Can anyone please check if Controller Assign MIDI CC 6 is working when assigned to a parameter in Helix Native 3.61?

[rd2rk]

On 6/27/2023 at 9:49 AM, Ilya-V said:

Can anyone please check if Controller Assign MIDI CC 6 is working when assigned to a parameter in Helix Native 3.61?

 

Works fine. What seems to be the problem?

[Ilya-V]

On 6/27/2023 at 8:59 PM, rd2rk said:

 

Works fine. What seems to be the problem?

 

It seems that the problem is my DAW, I'm using Cakewalk by Bandlab.
There is a conflict between CC6 and NRPN CC6, all other CC commands working correctly.

To solve this I had to enable "Do not intercept NRPNs" for Native, then the normal CC6 started working again.

Sorry for the false report.

[wrc46]

Has anyone ever experienced an issue where the LCD screen is flipping characters / positions of blocks that it becomes very difficult to read the screen?

 

I already tried out the reset options, going back to previous backups etcetera. I have been using the helix LT since 2018 without issues. 

[TrueTom]

On 4/29/2023 at 7:22 PM, TrueTom said:

I have this problem that importing presets into HX Edit (from the Marketplace) will not transfer correctly to an HX Stomp. More specifically the snapshot settings are sometimes messed up on the device (e.g. the snapshot name is missing or the stomp color is wrong). All other settings seem to be correct as far as I can tell. This is the case for the firmware versions 3.50 and 3.60.

 

This is still a problem. Can anyone confirm this?

[datacommando]

On 8/5/2023 at 11:44 AM, TrueTom said:

 

This is still a problem. Can anyone confirm this?

Hi,

 

As your original post was over 3 months back, and hasn’t had confirmation from anyone else, I would suggest that you raise a ticket with Customer Support. 
 

This particular thread is usually used to inform other users of an actual “bug” that has been reported, and checked out by Tech Support.

 

Note: Re issue loading Marketplace presets into HX Stomp. There was a similar report recently in the main forum, from a guy who could not load a particular pack.
See link below

 

Ensure you have the presets designed specifically for the HX Stomp, because they definitely will not load if they are for the other Helix units. 
 

Hope this helps/makes sense.

 

link:

 

 

Edited August 5 by datacommando
Added link

[theElevators]

On 7/21/2023 at 4:53 PM, wrc46 said:

Has anyone ever experienced an issue where the LCD screen is flipping characters / positions of blocks that it becomes very difficult to read the screen?

 

I already tried out the reset options, going back to previous backups etcetera. I have been using the helix LT since 2018 without issues. 

This is the wildest thing I've ever seen.  Looks like hardware failure.  I suggest opening a ticket, sending to Line 6 for repair. 

[HamOnTheCob]

I don't think I'd call it a "bug", but maybe? My Helix was working fine and then today it won't power on (as in, the power switch does nothing). I know it wasn't a power surge, because it's on a power strip with my computer and other sensitive electronics, and it's the only thing suddenly not working. It's never been on a gig, has never been used outdoors, and is kept on my desk, as it operates as my audio interface and sound card for my PC. I turn it off when I'm not using the PC, and other than a little dust here and there, it's been very well taken care of. Any help would be greatly appreciated. Thank you in advance.

[rd2rk]

On 8/11/2023 at 7:58 PM, HamOnTheCob said:

I don't think I'd call it a "bug", but maybe? My Helix was working fine and then today it won't power on (as in, the power switch does nothing). I know it wasn't a power surge, because it's on a power strip with my computer and other sensitive electronics, and it's the only thing suddenly not working. It's never been on a gig, has never been used outdoors, and is kept on my desk, as it operates as my audio interface and sound card for my PC. I turn it off when I'm not using the PC, and other than a little dust here and there, it's been very well taken care of. Any help would be greatly appreciated. Thank you in advance.

 

This is probably way off base, but that happened to me once. Drove me crazy until I figured out that the Power plug wasn't inserted all the way... DOH!

[Metalicious]

I have a helix LT firmware 3.60 that is freezing, particularly when changing snapshots, and is sometimes emitting a high pitched electronic noise when it freezes, that only stops when the device is turned off. I have tried full factory resets and all setting and preset bank reset fixes, and nothing is working. Any help is highly appreciated! Cheers.

[muellzy]

On 8/16/2023 at 4:09 AM, Metalicious said:

I have a helix LT firmware 3.60 that is freezing, particularly when changing snapshots, and is sometimes emitting a high pitched electronic noise when it freezes, that only stops when the device is turned off. I have tried full factory resets and all setting and preset bank reset fixes, and nothing is working. Any help is highly appreciated! Cheers.

I can't help, but I'm experiencing the same issue on my Helix Floor. But before it freezes, I will switch to a different preset and the audio will drop out. Input still shows, but nothing goes through the chain. I've factory reset and reinstalled firmware 3.60. This is happening on the stock presets too, so idk what to make of it. I made a crappy video showing what it does here (2:55 shows cutout): 

 

[PeterHamm]

On 8/16/2023 at 5:09 AM, Metalicious said:

I have a helix LT firmware 3.60 that is freezing, particularly when changing snapshots, and is sometimes emitting a high pitched electronic noise when it freezes, that only stops when the device is turned off. I have tried full factory resets and all setting and preset bank reset fixes, and nothing is working. Any help is highly appreciated! Cheers.

Did you do the factory reset before reloading your snapshots last time you updated?

[rd2rk]

On 8/16/2023 at 3:09 AM, Metalicious said:

I have a helix LT firmware 3.60 that is freezing, particularly when changing snapshots, and is sometimes emitting a high pitched electronic noise when it freezes, that only stops when the device is turned off. I have tried full factory resets and all setting and preset bank reset fixes, and nothing is working. Any help is highly appreciated! Cheers.

 

Test - when you hear the "high pitched electronic noise", unplug the USB cable. Does it stop?

If YES then you have a USB ground loop that you only notice when you change snapshots because there's a gain boost or frequency change happening that makes the noise more apparent. You can search for the offending USB connection or do what I do - get a Hum Eliminator to go between the LT audio outs and whatever comes next in the signal flow (speakers?). I use the Pyle PHE400 and, as I have several USB connected audio devices, I have several of them. They're $30 US at Amazon and work with both 1/4" and XLR.

 

As to the freezing, have you re-flashed the FW? if NO, then do that using L6 Updater (make sure you have the current version), and be VERY careful to FOLLOW ALL OF THE DIRECTIONS EXACTLY, including repeating the Factory Reset AFTER the FW installation is completed.

 

If any of the above fail to solve the problems, open a support ticket.

[Pufedu]

Anyone else have static "hiss" or white noise with Helix when using headphones? I've had this issue for a while now, and initially it didn't bother me too much but now it's getting annoying. I get this annoying hiss on my headphones, and from my research it has absolutely nothing to do with settings, presets etc. and it's most likely malfunction in the hardware.

What I've tried to fix this? I've tried 4 different headphones, multiple headphone cables, different power cables for the Helix, went through all the global settings and so on without any solution. At this point I am 90% sure it's hardware malfunction, since if I record something with my Helix, and then listen to the recorded track with headphones connected directly to my PC, the noise is not there.

 

Turning the big volume knob has no effect on the level of the hiss. It's always at the same level. I would like to make it 100% clear that this has nothing to do with pickups, grounding or other issues since it is present even when the only thing connected to my Helix are my headphones and power cable (no guitars, no usb etc). I do not get the hiss when I plug studio monitors into the Helix.

I initially first noticed it when I switched from closed to open headphones, and I am quite sure the hiss wasn't there before that. Since then I've tried at least 4 different sets of headphones (including the original one) and the issue is present on all of them.

 

TLDR; Apparently my headphone jack in my Helix is broken resulting in annoying hiss/static sound. Has anyone had the same issue, and have you been able to solve it?

[tobitill]

Hi Everyone,

 

I think I found a bug.

 

Device: HX Stomp

Firmware: 3.60.0

 

Bug:

Tuner trails only seems to work for delay trails (path A or B),

but reverb decay is muted when engaging the tuner ( Tuner Trails are set to "on")

The delay trails are also muted if the delay is followed by a reverb in the signal chain.

 

I don't know if this is a known bug.

Can anyone replicate it?

 

A way to replicate this;

Take an empty patch

Engage the tuner and make sure that "Trails" is set to "on" in the tuner settings

Disengage the tuner

Add the Dynamic Plate reverb on path A or B

Set the decay of the reverb to "infinite" and the reverb mix to 100%

Play a note or a chord

You now hear only the reverb tail

Engage the tuner

The reverb tail should still be audible, but on my unit the audio is muted

The muting of the audio is the bug

 

Thanks in advance,

kind regards,

TT

 

[sykes1000]

On 4/17/2023 at 1:15 AM, theElevators said:

I was seeing a bug that was ultimately caused by HX Edit running on a Mac on with Helix Firmware 3.15  In reality, altering one preset would apply the same (unrelated) changes to a different preset.  Nobody could replicate this bug on Windows.  It was literally altering unrelated presets.  And you wouldn't know if you broke a preset until you tested all your numerous presets. 

 

Staying on 3.11  thank you verrrrry much. 

 

I can confirm that a similar behaviour also exists with my Helix LT on Windows 10 & 11.

I am up to date with the firmware 3.61 and HX Edit 3.61.

 

It is totally random when this happens but it does happen reguarly and noticed it was happening before the last 3.5 & 3.61 updates.

I do reboot the Helix after making changes so that it can rebuild its presets before I make a backup of a preset.

 

With me the problem (BUG) is:

1. copying or dragging presets from on preset location to another within HX Edit = various settings i.e. noise gate settings, delay settings, cab settings, volume settings etc... randomly change for the worse on various snapshots within that same preset.

2. Importing a preset from PC to another preset location on the Helix = various settings i.e. noise gate settings, delay settings, cab settings, volume settings etc... randomly change for the worse on various snapshots within that same preset.

 

I open the files with Notepad++ and do a compare between two copies and can see that random settings have been changed just by exporting the file from HX Edit.

 

I change the settings back to how they should be in Notepad++ and then re-import them back into Helix. BUT the settings have changed back for the worse again and all the corrections are gone on that preset.

 

I am doing all of this from within HX Edit 3.61. I am currently running Windows 11 & have disabled my antivirus on the PC just in case.

 

The only way to fix this for me is to go through all the blocks and see where the settings have been changed and make the ammendments again & resave.

 

If I then try to export the file or move it to another preset location it changes the settings during the copying process again for the worse.

 

The original preset in its original location remains intact.

This behaviour seems to randomly happen only when moving or backing up/importing a preset. :(

 

[PeterHamm]

On 9/17/2023 at 9:05 AM, sykes1000 said:

 

I can confirm that a similar behaviour also exists with my Helix LT on Windows 10 & 11.

I am up to date with the firmware 3.61 and HX Edit 3.61.

 

It is totally random when this happens but it does happen reguarly and noticed it was happening before the last 3.5 & 3.61 updates.

I do reboot the Helix after making changes so that it can rebuild its presets before I make a backup of a preset.

 

With me the problem (BUG) is:

1. copying or dragging presets from on preset location to another within HX Edit = various settings i.e. noise gate settings, delay settings, cab settings, volume settings etc... randomly change for the worse on various snapshots within that same preset.

2. Importing a preset from PC to another preset location on the Helix = various settings i.e. noise gate settings, delay settings, cab settings, volume settings etc... randomly change for the worse on various snapshots within that same preset.

 

I open the files with Notepad++ and do a compare between two copies and can see that random settings have been changed just by exporting the file from HX Edit.

 

I change the settings back to how they should be in Notepad++ and then re-import them back into Helix. BUT the settings have changed back for the worse again and all the corrections are gone on that preset.

 

I am doing all of this from within HX Edit 3.61. I am currently running Windows 11 & have disabled my antivirus on the PC just in case.

 

The only way to fix this for me is to go through all the blocks and see where the settings have been changed and make the ammendments again & resave.

 

If I then try to export the file or move it to another preset location it changes the settings during the copying process again for the worse.

 

The original preset in its original location remains intact.

This behaviour seems to randomly happen only when moving or backing up/importing a preset. :(

 

I'm curious... when you did the latest update, did you do a full factory reset before reloading your backup? If not, you should do that, and if you did, I'd do another full factory reset.

I edit presets constantly and have NEVER experienced this behavior. 

[sykes1000]

On 9/17/2023 at 5:56 PM, PeterHamm said:

I'm curious... when you did the latest update, did you do a full factory reset before reloading your backup? If not, you should do that, and if you did, I'd do another full factory reset.

I edit presets constantly and have NEVER experienced this behavior. 

Hi Peter - Thanks for the reply.

 

Yes, I always do the factory reset and rebuild after every update. This issue has been present since several builds ago. It is not a recent thing that is related to firmware 3.61.

 

 

Here are other threads describing very similar issues:

 

 

[rd2rk]

While I've never experienced these problems, apparently, some people have.

I very much hope that you've all opened support tickets and are actively working with support to resolve the issues.

I also very much hope that you report back here with the results of those efforts, in detail, so that others may benefit.

All too often when someone reports what they think is a bug, a solution is found, but they never report back, leaving the next user who has the problem thinking that their experience is unique (or that L6 support sucks), and so it goes, round and round.

[j66buzzell]

On 8/11/2023 at 9:58 PM, HamOnTheCob said:

I don't think I'd call it a "bug", but maybe? My Helix was working fine and then today it won't power on (as in, the power switch does nothing). I know it wasn't a power surge, because it's on a power strip with my computer and other sensitive electronics, and it's the only thing suddenly not working. It's never been on a gig, has never been used outdoors, and is kept on my desk, as it operates as my audio interface and sound card for my PC. I turn it off when I'm not using the PC, and other than a little dust here and there, it's been very well taken care of. Any help would be greatly appreciated. Thank you in advance.

I had something similar happen to me with my Helix LT.  Worked fine for months in my studio, took it out to play for some services at church as its first use at a "gig".  Thursday night rehearsal, everything works/sounds great.  Was traveling for the next two days so left it in the backpack inside my house, never uncased it after rehearsal.  Come back Sunday morning for run-through, plug into the exact same power source (surge protected) and XLR to FOH I'd used before, flip the power switch and ... nothing.  Tried different power cords, different outlets, etc. to no avail.  Got it back home to my studio and confirmed it was inop.  Luckily under warranty, so replaced with no issue or hassle.  Great lesson for me to be more diligent about backing up as I've gotten to recreate most of the presets I'd made.  Hope you can get your issue resolved.