< Page button not working

[Eigermusic]

I received my much anticipated Helix a couple of days ago and man, I love it!

Except for one thing.

The Left paging button < Page hasn't been working from the start :(

 

I tried to find similar issues on this forum, but I couldn't find any. Therefore this new topic.

 

Anybody else ran into this problem as well?

Any solutions? I sure hope I won't have to bring the thing back...

 

Cheers,

Marten

[Gawwuf]

Well I haven't been on here everyday but I have been here quite a bit and I've never seen that before, unfortunately it sounds like a physical problem and not a software or firmware issue.

I would of course try all of the firmware updates and resets and anything else you can do from home, contact tech support, hopefully you won't have to send it in.

 

Good luck!

[Eigermusic]

Well I haven't been on here everyday but I have been here quite a bit and I've never seen that before, unfortunately it sounds like a physical problem and not a software or firmware issue.

I would of course try all of the firmware updates and resets and anything else you can do from home, contact tech support, hopefully you won't have to send it in.

 

Good luck!

Thanks Gawwuf,

 

I'm working on the problem. No solution yet.

 

Cheers,

Marten

[chromecity]

For me, I had a bad Amp button (the one just to the right of the Home button).  Mine had no click and would not push in.  If you pressed on it hard - pretty clearly harder than you should have to, it would actuate, but it was defective.  It was a minor defect, but I want to enjoy my Helix for many years to come.  I don't want to start out with something broken right out the gate.  So I called the retailer (Musician's Friend) and they would take it back but wouldn't have any to replace it with for several weeks.  Having waited more than 6 weeks to start with, that didn't sound encouraging.  I told them I would contact Line 6 and see what they had to say.

Well, the downside to contacting Line 6 is that nobody will answer a phone so you have to do it via an online support ticket - and the support tickets are monitored by whoever happens to be doing that at the moment your ticket (or further reply about an issue) comes in.

In my case, one person told me that I needed to send it off to California, and as soon as I had the proof from UPS that it was on its way, they would send another Helix out to me.  That sounded decent and I did it.  Then later that night when I went to add my proof from UPS that it was on its way, the support ticket had "auto-closed" itself and I could not even view it anywhere.  So I opened another ticket and referenced the now-closed one.  Well, whoever replied on that one said I was wrong and that they would not send me back any unit until after they received my defective one.  That's pretty lousy, being as I only sent it out under the pretense of being told a different story.

Eventually, after enough back-and-forth with several different support people who all fielded my responses with no regard for continuity, I finally got the original person back and their story was that I had never sent them the proof that UPS had my unit.  That was untrue - it wasn't in the original support ticket because it had somehow "auto-closed" which I had nothing to do with.  But I had submitted the info they requested in a different ticket that referenced that one.  That was the only recourse available to me.  At some point, they apparently realized how messed up they had gotten things because they then authorized a next-day Saturday delivery to get a unit back to me in the time-frame that they had originally promised.  The only indication that the replacement unit was not brand-spanking new was that the clear plastic bag around it was very crumpled, but everything else was proper and it had the latest firmware already onboard.

Bottom line - if you go through Line 6 and if they have any units to send you, that might be your quickest way to get a fully-working unit.  But be prepared for them to mess around with you in the process - and there's only so much you can do to try to keep it from getting derailed because you will never be able to speak to a person and different people will interact with your support tickets almost every step of the way.  Of course, your mileage may vary.  Good luck.