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Need Variax help - spank model, volume knob issue

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Hi all-

 

First time poster here.  I submitted a service ticket a few days ago and haven’t received a reply so I thought I would post the content of my service ticket here to see if anyone else might be able to help - are you able to replicate this issue on your Variax? 

 

here it is - thanks in advance for any help!

 

 
 

I have a brand new Variax Standard, received Friday, February 19, 2021, so I am still learning the controls/software. In variax modeling mode, "Spank" model, 5-way switch position 1 through 5 (all), the volume knob does not seem to function properly, in that it does not appreciably reduce the volume of the model, even at its minimum setting.

 

With the volume pot at minimum setting and other selections the same as above, the Variax selector knob illumination turns off after 8-10 seconds, then after several seconds begins flashing once per 5 seconds. When this change in illumination occurs, it seems the model "ends" and the sound produced is different - rotating the volume pot by 5 degrees or so will re-illuminate the model selector knob and the selected model sound is produced. On the volume issue, no other pre-loaded models appear to do the same thing - the minimum volume knob setting effectively mutes the instrument until the selector knob illumination turns off (see below).
 

This behavior seems like a fault of some sort, but I do not know - seems unusual to not be able to mute the guitar by turning the volume to minimum. I have reloaded the firmware and the flash memory with the current versions via Monkey with no resolution or change.

 

The spank models that are default in Custom 1 and Custom 2 banks exhibit the same behavior.

 

I have firmware 1.03, Flash Memory 2.23. 2nd issue: with Variax model selector switch illuminated and in "Spank" position, turning the knob to "Lester" switches the model, and the volume pot works as expected - however, when turning the volume pot to its minimum setting, the Variax model selector switch turns off illumination after 8-10 seconds and the default instrument volume returns without the Lester model sound. Rotating the volume pot 5 degrees or so will re-illuminate the Variax model selector switch and cause the volume of the modeled guitar to return.

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Just an update for anyone interested; received a reply on my service ticket today (2/26/21), seeking additional detail about the issue.  Many thanks to Line6 Service for the help! 

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