hdsteele Posted March 27, 2016 Share Posted March 27, 2016 Can't say that I have ever had a Line 6 Firmware update go smoothly. Last was the HD500X and now Helix. I have searched and tried the things discussed in here but still get failed update when moving from 1.4 to 1.06.5. I download the last Helix program, ltest Updater, tried to update from online file and one downloaded to hard drive and tried changing USB ports. Deleted the files and downloaded again and tried online again. All I get is "Gathering Update Info"....and then fail. Now it boots to the initial start screen showing 1.4 and then straight to filed boot, in update mode. Any hints on what to do would be appreciated. I am on a Macbook Pro with El Capitan. Quote Link to comment Share on other sites More sharing options...
silverhead Posted March 27, 2016 Share Posted March 27, 2016 Have you updated to the latest version of El Capitan? Apparently Apple has fixed what they broke in early releases. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Yes, updated to the latest a week of so ago. Quote Link to comment Share on other sites More sharing options...
willjrock Posted March 27, 2016 Share Posted March 27, 2016 Just did the same update here a day or two ago, and it went seamlessly. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Just did the same update here a day or two ago, and it went seamlessly. I am happy for you. I am not happy for me. El Capitan 10.11.4, just confirmed. I do have older Line 6 stuff installed. Line 6 License Manager, Line 6 Monkey and PodHD500X Edit. Could those affect it somehow? don't see why they would but...who knows. Quote Link to comment Share on other sites More sharing options...
hideout Posted March 27, 2016 Share Posted March 27, 2016 Interesting. When my Helix arrived, my mid 2010 MacBook Pro was running 10.11.3. The update to 1.06.5 went through without a hitch. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Again, happy for you! Anyone have some clues on where I should go from here? Maybe delete EVERYTHING Line 6 and start again? I don't see a version number on the Updater so I am assuming it is the latest one. Quote Link to comment Share on other sites More sharing options...
silverhead Posted March 27, 2016 Share Posted March 27, 2016 ... All of which spells not-so-good news for hdsteele. The problem seems to be something in your Mac environment that doesn't play well with Helix. Hard to determine whether the problem lies with Line 6, Apple, or some other program running on your Mac. I suggest you open a support ticket with Line 6, but be open to the possibility that it's not actually their fault and hence may not be something they can fix. Quote Link to comment Share on other sites More sharing options...
hideout Posted March 27, 2016 Share Posted March 27, 2016 Again, happy for you! Anyone have some clues on where I should go from here? Maybe delete EVERYTHING Line 6 and start again? I don't see a version number on the Updater so I am assuming it is the latest one. Sorry. Didn't mean to rub it in. Yes, deleting all Line6 associated files, reinstalling and restarting might help. If you know how to reveal the user library, you might want to look in there too. Look in the preferences folder for any Line 6 plist files and delete them. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Thanks. Not sure I know how to reveal the user library but can find out. I have a similar problem with the HD500X. Sure wish I could remember how I got it to work. I THINK it was by downloading the file instead of the online update. Quote Link to comment Share on other sites More sharing options...
soundog Posted March 27, 2016 Share Posted March 27, 2016 Hate :angry: is such an ugly word. :) Quote Link to comment Share on other sites More sharing options...
willjrock Posted March 27, 2016 Share Posted March 27, 2016 I am happy for you. I am not happy for me. Ok....just trying to add relevant info. Good luck. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Ok....just trying to add relevant info. Good luck. No problem and I do appreciate you posting. Just frustrated!!! Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Went in and removed everything Line 6 I could find including Library files. Going to start again but I want to make sure of one thing. Where in the install process should I turn on the Helix? Should it be off or unplugged from USB when I download and install and then turn it on after I install? Does it matter? Also, I have Guitar Rig and Amplitube installed as well. Didn't remove them but will if anyone thinks something could be going on there? Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 One more question, I have a Windows 10 laptop. If my Mac can't handle the update is it ok to use the Windows laptop only for the update install and then go back to using the Mac? Now that I think about it I may have done that with the HD500X..... Quote Link to comment Share on other sites More sharing options...
phil_m Posted March 27, 2016 Share Posted March 27, 2016 One more question, I have a Windows 10 laptop. If my Mac can't handle the update is it ok to use the Windows laptop only for the update install and then go back to using the Mac? Now that I think about it I may have done that with the HD500X..... I have been using Windows 10 with my Helix ever since I've had it, and I've never had any issues with updates, and being involved in the beta testing, I've done a ton of firmware updates - like 3 or 4 times a week or more. Quote Link to comment Share on other sites More sharing options...
hideout Posted March 27, 2016 Share Posted March 27, 2016 Thanks. Not sure I know how to reveal the user library but can find out. I have a similar problem with the HD500X. Sure wish I could remember how I got it to work. I THINK it was by downloading the file instead of the online update.In the Finder, hold down the option key and click on "Go" at the menu bar. Quote Link to comment Share on other sites More sharing options...
soundog Posted March 27, 2016 Share Posted March 27, 2016 FYI, I'm running El Capitan (latest) on a MacBook Pro, and the firmware updater using the latest Helix application runs without issues on my system. I've even hopped back and forth between the most recent and older firmware versions without any problems. Check your system and your cable. I dunno. Quote Link to comment Share on other sites More sharing options...
silverhead Posted March 27, 2016 Share Posted March 27, 2016 You should have no problems updating with a Windows machine and then reverting to using it with a Mac. But it depends on where the problem occurs on the Mac. If it's just a problem with the update process you could be OK. It if it's a more general problem with USB communications then those problems might affect DAW or Helix librarian applications. Also, make sure your Line 6 driver for Mac is up to date. Quote Link to comment Share on other sites More sharing options...
spikey Posted March 27, 2016 Share Posted March 27, 2016 On yer Mac, are you running any cloud backup or virus scanning software ? Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 27, 2016 Author Share Posted March 27, 2016 Nope, no cloud anything and no virus software.... Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 28, 2016 Author Share Posted March 28, 2016 Also, make sure your Line 6 driver for Mac is up to date. Thanks. When I search for the latest Line 6 driver I see Version 7.5.7, Released 11/23/15. However, it doesn't list Helix in the list of compatible devices. Is this the correct driver to install? Does it come bundled with the Updater or the Helix 1.06.5 update package? Should I install separately? Quote Link to comment Share on other sites More sharing options...
silverhead Posted March 28, 2016 Share Posted March 28, 2016 Sorry - my mistake. The latest Mac El Capitan driver is not yet publicly available - still in beta testing. However, it may no longer be required since the latest Apple El Capitan update apparently fixes the problems the driver was designed to fix (since Apple was so slow to release a fix). If you're still having problems with El Capitan it's not likely a driver issue. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 28, 2016 Author Share Posted March 28, 2016 Thanks. So is this driver, the one I mentioned, the correct version for my Mac? Quote Link to comment Share on other sites More sharing options...
silverhead Posted March 28, 2016 Share Posted March 28, 2016 I'm not a Mac guy so perhaps others can better answer this one. Quote Link to comment Share on other sites More sharing options...
hdsteele Posted March 28, 2016 Author Share Posted March 28, 2016 Tried the update from my WIn10 laptop. Went further through the update and got a successful update screen in Updater. However, Helix stopped while updating presets and gave me the Failed Update/Reboot and Try Again message. When I rebooted Helix it showed the new version numbers but then went to the "Try Again" message. Did so and ran the update again and it seems to have completed the installation. Happy happy joy joy! Moved the USB back over to my Mac and the updater sees it fine but I started up the Helix app and it was good for 15 seconds or so and then grayed out on me with a message saying it can't detect the unit. Reinstalled and getting the same thing...the only thing I can think of is maybe a bad USB cable which is going in and out of communication maybe? Could be my entire issue? Quote Link to comment Share on other sites More sharing options...
spikey Posted March 28, 2016 Share Posted March 28, 2016 A bad or flakey usb cable can cause issues yes. Try a different cable and a different USB port of the mac. Or better yet, if you have something running on yer mac's USB port now, move it over to the usb port you tried to use for Helix( the one in question). If the current "thing" continues to run in its new port, its not the usb port on the mac you tried for Helix. make sense? Then try a new usb cable. Hope this made sense... Quote Link to comment Share on other sites More sharing options...
Digital_Igloo Posted March 28, 2016 Share Posted March 28, 2016 Also, don't run any other Line 6 software (especially don't have the Helix librarian open) and don't stream audio at the same time. Quote Link to comment Share on other sites More sharing options...
soundog Posted March 28, 2016 Share Posted March 28, 2016 ...and don't use a USB hub. And eat a good meal. Quote Link to comment Share on other sites More sharing options...
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