Just got a helix and I am experiencing some strange problems.

[BrokenGravity]

Let start out with my set up, its pretty simple.  I have my Helix USB connected to my computer, and a digital coax into my speakers.  This is so I can have my computer sound and my guitar sound coming out of the same speakers at the same time.

 

So the first thing I did when I got my helix is update to 2.21 from 1.6.  I followed the instructions here: http://line6.com/support/topic/18284-latest-helix-firmware-221%E2%80%94april-27-2017/

 

I followed the instructions exactly as laid out.  However the update failed, and the helix was stuck in a continual update mode.  I spent a long time using various versions of the helix software and different patches and it all failed.... Long story short I saw a post where someone said unplug all USB's except mouse and helix and update.  And that worked.  I later found that the USB cable that came with my helix was faulty and caused the issue.

 

So the weird problems began.   I would randomly get  "shell common dll has stopped working" in windows sound menu when setting helix to default recording device.  Helix software didn't recognize the device but windows did.  I would randomly lose sound from the helix but not my computer.  Rebooting helix brings back sound.  I later put in a new USB cord, reinstalled the firmware and that seemed to fix the helix software not seeing the helix.  

 

But I still have these problems:  

 

When scrolling through the helix presets with the preset button or the joystick.  I will lose sound.  I have to reboot the helix for sound to come back.  This is weird because sometimes I can scroll through a lot of presets and have no problems.  Other times I will scroll through a few and lose sound.  But ultimately scrolling through the helix presets in the preset menu with those buttons, I will lose sound.  

 

I still get a " shell common dll has stopped working" error in  the window sound menu, though it doesn't happen as often.  Turning off the helix stops the error.  Turning it back on it seems fine and am able to switch to the  default recording device.  This problem is weird, I cannot recreate it.  It just happens randomly and not all the time.

 

Lastly maybe this is the easiest thing to fix maybe, but neither powertabs / guitarpro play.  When you hit the play button, both programs just freeze.  I don't have any issues with these two programs when running through windows sound.  Both programs set the output to the helix automatically.  Not really sure what the issue is, maybe because it outputs sound as midi? But I don't see what that is a problem.

 

Any help / suggestions / tips are greatly appreciated.

 

Thank you!

 

edit: when I reinstalled using a good USB cord.  Helix froze at rebuilding patch 899.  I had to turn it off, then off again.  Not sure if that means anything.

[soblivion]

What version of windows are you using? What is the make of your computer?   I ask because when I first got my Helix LT I had a hell of a time getting the computer to "play nice" with it.

 

I was able to finally get it updated using my wifes beat up old laptop running windows 8. Since updating it it's now working pretty reliably on my main PC. I would try different USB ports on the computer and in Device Manager check the USB hubs and power management, you'll likely have quite a few of these. Uncheck the box that allows the computer to turn off the device. This seemed to really stabilize things for me.

 

If you have both USB 2.0 and 3.0 ports try both. I've had the best success with the 3.0 ports(which should be backwards compatible) but others report the exact opposite.

 

I know alot of folks swear by windows 7, but since i've updated to windows 10 things have been pretty stable for me.

[Dmitry_86]

Hi, maybe this will help:

http://line6.com/support/topic/26539-v2200-helix-loses-the-input-signal-while-scrolling-through-presets/

[BrokenGravity]

Soblivion,

 

I built my computer back in 2012.  It was a  high end computer when I built and still runs very well.  

 

Build:

I7-2700k cpu

Asus P8-z68 motherboard.

GTX 1080 GPU

900 watt PSU

16gb 1600 mhz crucial ram

250 gb ssd 

1 tb ssd

2 tb storage

Windows 10

 

I've tried multiple USB ports on my mobo including my 3.0's.  I tried my friends computer which is a different custom computer he build a few years ago.  My power settings are not set to conservative since my PSU is very powerful.  

 

I'm thinking my USB installed corrupted firmware and is screwed.  I am not sure.  

[DunedinDragon]

It's clear something in the OS is having problems with loading/managing device drivers.  It could be the USB or it could be some problem with memory or memory management or memory infractions caused by interactions with something else you have loaded.  Either way it's a problem specific to your PC's setup as what you're experiencing isn't a common problem at all.

 

I'd start by looking at the Windows event log when something like this happens and that might give you a first clue as to where to look.  You might also look at the event log to see if there are any errors or warnings when you turn on the Helix and the devices get loaded.

[BrokenGravity]

It's clear something in the OS is having problems with loading/managing device drivers.  It could be the USB or it could be some problem with memory or memory management or memory infractions caused by interactions with something else you have loaded.  Either way it's a problem specific to your PC's setup as what you're experiencing isn't a common problem at all.

 

I'd start by looking at the Windows event log when something like this happens and that might give you a first clue as to where to look.  You might also look at the event log to see if there are any errors or warnings when you turn on the Helix and the devices get loaded.

 

I did have errors / exceptions in the event log relating to the helix.  Support ticket told me to use another computer to reinstall 2.21.  Seems like it fixed most of the issues I was having.  Third times the charm I guess.

 

Guitarpro / power tabs is working instead of crashing now, but I still don't get any sound coming from those two programs.  Is there an option I need to enable on the helix so it plays midi?

 

Thanks

[DunedinDragon]

I have no experience with Guitarpro powertabs so I can only speculate.  Assuming that you have your output speakers attached to the Helix and the Helix connected USB to the computer as the sound device there's nothing more you can do with the Helix to enable it to work with any PC program.  The PC program may not be written to sense the change in the default output sound device so you may have to take some action in the program to point it to the Helix as the output device.

[BrokenGravity]

I have no experience with Guitarpro powertabs so I can only speculate.  Assuming that you have your output speakers attached to the Helix and the Helix connected USB to the computer as the sound device there's nothing more you can do with the Helix to enable it to work with any PC program.  The PC program may not be written to sense the change in the default output sound device so you may have to take some action in the program to point it to the Helix as the output device.

 

DunedinDragon,

 

Thank you so much for your help.  I really do appreciate it.  It turns out my Helix was defective.  I exchanged it for a new one.  I have no problems guitar pro or power tabs midi sound.  I'm about ~3 hours into my new helix and haven't lost sound yet.  It is looking hopeful that this issue is resolved.

 

This forum is great.  Thanks to everyone that replied in this thread.