Export Bundle always hangs at 5%

[cchimi]

When I try to back up my new Helix using the Editor program's Export Bundle command, the export always hangs at 5%, and never gets any further, even if left for hours.  This happens when using my iMac, MacBook Pro, and Windows 10 Surface Pro 4.  Same problem on each machine.

 

Anyone else having this problem?  Any known way around it?

 

Thanks,

 

Carl

[silverhead]

Haven't seen this problem, but the way around it would be to back up individual setlists as opposed to the whole bundle. The setlists are more useful anyway when backing up and restoring during a firmware upgrade.

[cchimi]

Yeah, that works, but it's annoying to see the exact same problem using three different instances of the Edit program on three different computers.

 

Thanks!

[HonestOpinion]

When I try to back up my new Helix using the Editor program's Export Bundle command, the export always hangs at 5%, and never gets any further, even if left for hours.  This happens when using my iMac, MacBook Pro, and Windows 10 Surface Pro 4.  Same problem on each machine.

 

Anyone else having this problem?  Any known way around it?

 

Thanks,

 

Carl

 

Start with the obvious by making sure you are not trying to do a bundle backup into a directory that Helix does not have privileges on by attempting a setlist or preset backup to the same location. Also go into the 'Help/About' link in the upper left hand corner of the Editor and ensure that the Editor version is the same as your firmware.  I am assuming you already did the 9&10 global reset the last time you updated your firmware and also that the Helix has been restarted since your last preset load to allow the rebuild process to complete. If the bundle backup is not a system or firmware/Editor issue it may be related to problem presets(s), we can't be sure of that at this point, and you don't want to just wait until the next firmware version to see if the issue resolves itself I would try the following troubleshooting procedure. If you don't care about saving any of your current presets you can skip to step #8 in the troubleshooting procedure below.

 

If there are no system or firmware issues blocking the bundle backup there may be one or more problem presets on your Helix. There is no way to know which setlist they are from as you are backing up a bundle so you will need to narrow things down by attempting individual setlist backups and perhaps even individual preset backups. Btw, a bundle is generally not the best way to restore presets, most people do restores by setlist instead.  The following method will be a bit tedious but may enable you to nail down the offending presets if that is indeed the problem. The troubleshooting may be a bit risky as you will be overwriting your current presets but as long as you have backups of all of your individual presets (see step #2) hopefully you should be able to get most of them back (no guarantees).

 

1. Backup everything you can (bundles, setlists, presets, IRs, etc.) in these instructions and in general twice, preferably on two separate machines.
2. Don't forget to backup IRs in the event that you take the option in step #8.
3. Start by backing up any setlist populated with presets including the Factory and Template lists by selecting them and hitting the 'Export Setlist' link. If one or more of them fails to backup you may have localized the problem to the problem setlist(s). If none of the setlists fail to backup I would take another look at some of the potential systemic issues that might impact a backup listed in the beginning of this email as well as moving on to testing backups of individual presets in the next step.
4. Backup the presets individually for each setlist to separate directories named after the setlist they reside in. You can do this by highlighting them all at one time and hitting the 'Export' button. If any of them fail to backup you may have found the culprit(s).
5. Now here's the scary part. If you successfully backup all your setlists you want to start restoring your backups one setlist at a time. If they all succeed I would restart the Helix and then the chances are high that you should be able to get a good bundle backup.
6. If a setlist fails to backup or load start trying to figure out where your bad preset(s) are by selecting the setlist you want to load to, and then highlighting and loading half the setlist at a time using the individual presets you backed up in step number two. If you get a failure split the the half-list in half again and try to load. Rinse and repeat until you get down to the preset(s) that are failing. Splitting things in half each time actually goes faster than you might think.
7. Once and if you find the problem presets you can eliminate them from your load, load up the working presets by highlighting them together and hitting the 'Import' link, and finally backup all your setlists and hopefully a bundle successfully. You can either rebuild the problem presets at this point or perhaps send them off to customer support for a look-see.
8. Finally, if nothing else is working you can take the nuclear option and uninstall the Helix software, download and reinstall it and reflash the firmware, again making sure that the firmware and Editor version are matching and that you have completed the 9&10 global reset and the subsequent restart after loading presets to go through the rebuild process. Before you do this make sure you have some successful backups though, even if they are not a bundle otherwise risk losing all your old presets.

[cchimi]

My bad.  You nailed it, HonestOponion.  I got the Helix two yesterday, and had to upgrade the firmware from 2.10 to 2.11.  I failed to do the reboot pressing 9 and 10.  Just did it, restored my set lists, and it backed up the bundle just fine, and very quickly.

 

Thanks a lot for a thorough answer that solved my problem.

 

Regards,

 

Carl

[HonestOpinion]

My bad.  You nailed it, HonestOponion.  I got the Helix two yesterday, and had to upgrade the firmware from 2.10 to 2.11.  I failed to do the reboot pressing 9 and 10.  Just did it, restored my set lists, and it backed up the bundle just fine, and very quickly.

 

Thanks a lot for a thorough answer that solved my problem.

 

Regards,

 

Carl

 

:)