jbright44 Posted June 27, 2017 Share Posted June 27, 2017 Fyi to all of you here, I had some very frustrating and mysterious issues related to USB connectivity and after much weeping and gnashing of teeth discovered the problem is with the Surface. Line 6 support initially told me the following "We have see a few different Surface Books that have had connection issues with USB. It's not something that we can fix, since its hardware related. The best thing I can recommend for you is to try it on another computer. The Surface Book is really a hit or miss, its not guaranteed to work. It's not supported. Sorry for any inconvenience." Originally I was incredulous but after a long journey that I won't bore you with they are absolutely correct. So I know there have been discuss a on here about using the Helix edit with a tablet and people recommending the Surface. I would tell you to steer clear.... I'm now having to use an old MacBook at home just to run my helix. Quote Link to comment Share on other sites More sharing options...
zooey Posted June 27, 2017 Share Posted June 27, 2017 Does that caveat apply to the surface pro too, or just surface book? Quote Link to comment Share on other sites More sharing options...
MusicLaw Posted June 27, 2017 Share Posted June 27, 2017 Although I do not own a MS Surface unit, I have used Three (3), since November 2016 and at different times, to download and install the Helix firmware suite: Updater, Editor, and Firmware, to updated the Firmware to my Helix Floor. Aside from the Helix software not rendering at full screen size nor high resolution on the display, the firmware installation always went without a hitch. Hopefully, once Helix Native is released, and following that, the next firmware (version 2.3) and the revised Helix Editor will work properly on the MS Surface units. Quote Link to comment Share on other sites More sharing options...
jbright44 Posted June 28, 2017 Author Share Posted June 28, 2017 I used my surface book successfully for a while and then one day it decided not to work anymore. The USB problems came out of nowhere and once they came it was impossible to get it to work again. I went so far as to reinstall windows to make sure it wasn't a bad driver issue. Buyer beware Quote Link to comment Share on other sites More sharing options...
FlyingsCool Posted June 28, 2017 Share Posted June 28, 2017 So what exactly is the problem with the hardware? Is there a chipset we should look for and avoid (similar to the old firewire issues that plagued so many)? Quote Link to comment Share on other sites More sharing options...
njglover Posted June 28, 2017 Share Posted June 28, 2017 In my experience with a Surface Pro 3, it seems that I often have to plug/unplug things several times before they are recognized. At least that was the case with a USB capture card. Have even had to do that with the dock. Not sure if it was just the capture card or USB in general, though, as I don't generally connect things to the USB. But yeah. Great device otherwise, though. Quote Link to comment Share on other sites More sharing options...
sulkbooth Posted June 29, 2017 Share Posted June 29, 2017 My Surface Pro 3 have been working perfectly for the last year - no hitch with the Helix! (i5 128gb model) Quote Link to comment Share on other sites More sharing options...
soblivion Posted June 30, 2017 Share Posted June 30, 2017 My job has supplied me with a surface pro 2 and just for testing I installed the Helix software. I didn't run into any issues but I also didn't use it for any length of time. I've also installed the MS remote desktop app for Android to control the Helix connected to a laptop. Works great, but hardly usable for gigging and whatnot. Quote Link to comment Share on other sites More sharing options...
jbright44 Posted July 1, 2017 Author Share Posted July 1, 2017 Maybe it's intermittent. I don't know. My surface book worked great for a year as well no problems. Then one day it stopped and never worked again. Reformatted windows, updated OS, new USB drivers, new surface firmware, new cables etc etc. Then line 6 told me the news. Switched to the MacBook, no issues. Quote Link to comment Share on other sites More sharing options...
BigRalphN Posted July 1, 2017 Share Posted July 1, 2017 I have not had an issue with Helix, or any other device like my Ax8, with the Surface Pro 4 I5 processor Quote Link to comment Share on other sites More sharing options...
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