siraxeman Posted April 23, 2020 Share Posted April 23, 2020 Was updating my Helix yesterday had no previous issues with updates a few times in the past, however this time not so lucky. About 5mins into the process it came up with an error message and I ignored as the update said there would be one and to ignore it anyway shortly after it had moved on but then it came up again a 2nd time and stuck at that. I tried checking the USB connection on the Helix was all good, so pulled out my PC tower to check the back of that…then accidently the power went down on the PC, so quickly rebooted hoping it'd pick up where it left off only now my Helix updater and Helix Edit software no longer sees my Helix at all...so I seem stuck. I read a few old threads on here and to no avail, tried a different USB cable and into numerous USB slots round the back of my PC all to no avail....so now I've contacted Line 6 support online via their ticket system - explaining what I have here but am now in a "up to 3 days" wait for a response, so I figured in the meantime i'd bother you guys to see if you can offer any help of suggestions? I did reinstall the updater software twice and that did nothing - same thing it says no device connected. I haven't deleted and reinstalled the Helix edit software yet but don't think that'd really do anything as if the reinstalled updater made zero differences I cant see that doing, and besides I backed up all my patches and IR's prior to starting the update and if I uninstall that won't I lose all that stuff ? What you reckon I can do...anything ? I'm hoping I can get it working again without having to send it back to get re programmed/repaired and if I have do have to lose my backed up patches and IRs the so be it...if I somehow have to get a factory reset then that will be ok. The list of double footswitch presses on boot up did nothing as I did try the factory reset options the safe mode did something but not anything I could see to do from there? Help! Quote Link to comment Share on other sites More sharing options...
rd2rk Posted April 24, 2020 Share Posted April 24, 2020 While you're waiting: https://www.thegearpage.net/board/index.php?threads/helix-2-9.2053030/page-132#post-30401537 Quote Link to comment Share on other sites More sharing options...
vsatek Posted April 24, 2020 Share Posted April 24, 2020 I am suffering from the same issue, nothing seems to work Quote Link to comment Share on other sites More sharing options...
HonestOpinion Posted April 24, 2020 Share Posted April 24, 2020 21 hours ago, siraxeman said: Was updating my Helix yesterday had no previous issues with updates a few times in the past, however this time not so lucky. About 5mins into the process it came up with an error message and I ignored as the update said there would be one and to ignore it anyway shortly after it had moved on but then it came up again a 2nd time and stuck at that. I tried checking the USB connection on the Helix was all good, so pulled out my PC tower to check the back of that…then accidently the power went down on the PC, so quickly rebooted hoping it'd pick up where it left off only now my Helix updater and Helix Edit software no longer sees my Helix at all...so I seem stuck. I read a few old threads on here and to no avail, tried a different USB cable and into numerous USB slots round the back of my PC all to no avail....so now I've contacted Line 6 support online via their ticket system - explaining what I have here but am now in a "up to 3 days" wait for a response, so I figured in the meantime i'd bother you guys to see if you can offer any help of suggestions? I did reinstall the updater software twice and that did nothing - same thing it says no device connected. I haven't deleted and reinstalled the Helix edit software yet but don't think that'd really do anything as if the reinstalled updater made zero differences I cant see that doing, and besides I backed up all my patches and IR's prior to starting the update and if I uninstall that won't I lose all that stuff ? What you reckon I can do...anything ? I'm hoping I can get it working again without having to send it back to get re programmed/repaired and if I have do have to lose my backed up patches and IRs the so be it...if I somehow have to get a factory reset then that will be ok. The list of double footswitch presses on boot up did nothing as I did try the factory reset options the safe mode did something but not anything I could see to do from there? Help! What version of the HX Edit package are you updating to? I did not notice the message you mention in the 2.9 update notes that there would be an error message while updating. That sounds more like the 2.8 firmware than the current 2.9. You should uninstall your Helix software after getting backups and reinstall 2.9. It does make a difference to reinstall HX Edit as this downloads the latest drivers as well as the software. The drivers are what enable the software to see your device. Don't use the separate Updater to update your firmware if you are installing 2.9. Just use the HX Edit package. Have you tried any of the global reset options? If you can't get backups or if your device is still not being recognized after uninstalling and reinstalling HX Edit go to this site for the footswitch reset combinations. https://helixhelp.com/manuals/helix/reset-options.html Quote Link to comment Share on other sites More sharing options...
siraxeman Posted April 24, 2020 Author Share Posted April 24, 2020 Hi guys, thanks for the replies....I received a reply from the tech support via the ticket thing you do and their advice was perfect - i'm all back up and running and very relieved its sorted without any sending it away to be repaired and the resulting expense. For the possible benefit of others encountering this issue here's my reply from Line 6 tech support which did the trick for me! Hi, please do the following: 1. uninstall Line 6 Updater, the driver and HX Edit via the uninstallers: start/ settings/ apps/ apps & features. 2. download/reinstall HX Edit v2.90 only! (will also automatically install Line 6 Updater + driver): http://line6.com/software/ Select all components for the installation. 3. connect the Helix via USB to your computer. Use another USB cable and USB port. Don't connect to an USB hub. 4. power up the unit while holding the footswitches 6+12 (until "entered update mode" appears). 5. shut down all Line 6 software including HX Edit, or any programs that use audio, like DAWs, iTunes, Spotify, video games, etc. 6. launch Line 6 Updater, log in, then reinstall v2.90. 1 Quote Link to comment Share on other sites More sharing options...
matt1ing Posted August 31, 2020 Share Posted August 31, 2020 On 4/25/2020 at 5:48 AM, siraxeman said: Hi guys, thanks for the replies....I received a reply from the tech support via the ticket thing you do and their advice was perfect - i'm all back up and running and very relieved its sorted without any sending it away to be repaired and the resulting expense. For the possible benefit of others encountering this issue here's my reply from Line 6 tech support which did the trick for me! Hi, please do the following: 1. uninstall Line 6 Updater, the driver and HX Edit via the uninstallers: start/ settings/ apps/ apps & features. 2. download/reinstall HX Edit v2.90 only! (will also automatically install Line 6 Updater + driver): http://line6.com/software/ Select all components for the installation. 3. connect the Helix via USB to your computer. Use another USB cable and USB port. Don't connect to an USB hub. 4. power up the unit while holding the footswitches 6+12 (until "entered update mode" appears). 5. shut down all Line 6 software including HX Edit, or any programs that use audio, like DAWs, iTunes, Spotify, video games, etc. 6. launch Line 6 Updater, log in, then reinstall v2.90. I did this accidentally and it worked, but I didnt uninstall anything. Was this an important step or will I be fine? 1 Quote Link to comment Share on other sites More sharing options...
matsonf Posted November 24, 2020 Share Posted November 24, 2020 I had a similar error. I was initially attempting to update the floor Helix using HX Edit (from v2.30 to v3.00), when the HX Edit software crashed mid-process and the Helix got stuck in the boot error. I was unable to get the laptop to recognize the connected Helix after that point until I: (1) powered off the Helix, (2) with the USB connected to both the laptop and Helix, booted the Helix using FS 6+12, (3) started Line 6 Updater software instead of HX Edit and logged in to my account. From there, I was able to select my device and restart the firmware update, which completed successfully. I came across this thread shortly after the process, and it's effectively a limited version of what others have posted and matches pretty well with what Tech Support suggested (steps 3, 4 and 6), not that I'm advocating shortcuts. This is just what worked for me. Quote Link to comment Share on other sites More sharing options...
mitch3405 Posted November 25, 2020 Share Posted November 25, 2020 Thanks matsonf : I had the same issue this morning when I tried to upgrade from V2.92 to V3.00 on my MacBook Pro running macOS Catalina (V 10.15.7). I panicked when nothing would work, but your fairly simple solution solved the problem. Thanks again! Quote Link to comment Share on other sites More sharing options...
mcchuck47 Posted December 4, 2020 Share Posted December 4, 2020 Matsonf, thank you thank thank you. Worked perfectly Quote Link to comment Share on other sites More sharing options...
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