New helix wont connect to mac

[gaylonlunn]

I have searched and cannot come up with a solution. I bought a new Helix Lt from a retailer, it was a floor model so they updated the firmware to 3.11. That tells me the Helix is OK.  
Got it home and tried to hook up to my comp Macbook OS Catailina,  nope, no go. Get the “cant find device”. 
i have tried 3 different cables (including the supplied one). Both ports on the mac. Installed/uninstalled ALL Line 6 software at least 6 times. Driver, hx edit, updater.

Tried installing hx edit 3.0 and then adding each update, tried 3.11, tried 3.15. 
I tried driver version 1.09 and 1.10.  
I have tried the driver first, no driver, hx edit first, installer first, driver then hx edit, driver then updater. Always the same blank connection. 
 

I tried my wifes mac. 
 

i am running out of ideas. Is there some magic checkbox i am missing? Is it locked because the store updated it? I have registered it with Line 6

 

Is there an order that i have messed up. 

 

i do have a ticket into line 6. Waiting”patiently” to get using my new stuff

 

any insight would be appreciated

[SaschaFranck]

Have you tried the Line 6 Updater?

Also, does the Helix appear as an audio device on your machine prior to installing the driver?

[gaylonlunn]

Hi, yes. I have tried using the updater, the helix doesnt show up as a device. It does t show up in the audio part under system preferences either. 

[SaschaFranck]

Ok, that's not sounding good so far. Did you check the Helix' USB port? Sometimes, that little plastic "nose" in the middle is falling off.

[gaylonlunn]

Yes, its there. I’m sure its a software/driver/operator error on my end. The information shows that it should be “plug and play”. I am wondering if the store updating the firmware has caused it to lock me out in some way? The store says its a problem with my computer. Bit i can run the Boss tonestudio no problem with the same computer.  

[SaschaFranck]

1 hour ago, gaylonlunn said:

I’m sure its a software/driver/operator error on my end.

 

Given what you wrote, I don't think so. It seems as if you've followed all the required steps, tried different computers, USB ports and cables. There's really not much more you can do.

 

1 hour ago, gaylonlunn said:

I am wondering if the store updating the firmware has caused it to lock me out in some way?

 

Nah, very unlikely. I mean, in case it's running fine, it's just running fine.

So far, this pretty much looks like a hardware fault. Sure, there's still a slight chance it's the USB cable (the Helix is pretty much *the* most sensible device when it comes to USB connections I ever owned), but as you've tried 3 of them, that chance is minimal.

 

Would it be lots of a hassle to have your unit exchanged? Or would you happen to personally know someone with a working unit?

[datacommando]

10 hours ago, gaylonlunn said:

am running out of ideas. Is there some magic checkbox i am missing?

 

Hi,

 

Follow this link and then follow the instructions that I posted there regarding Installation Notes.

 

It just saved a guy who thought his Helix Rack had become a boat anchor. Give it a try - Good luck.

 

Hope this helps/makes sense.

[SaschaFranck]

Ok, safe boot would be an option - but with an existing and working 3.x firmware installed, the Mac should at least recognize the Helix as a device in the first place.

[datacommando]

5 hours ago, gaylonlunn said:

Hi, yes. I have tried using the updater, the helix doesnt show up as a device.

 

Please Note:

 

Once you have a failed update the hardware will NOT CONNECT to HX Edit.

 

Do not have HX Edit open when trying to access your hardware device when using the Line 6 Updater Utility.

 

In fact the best thing is not to have any other applications running in the background while performing an update.

 

This is from the Updating Helix/HX notes:

 

 

IMPORTANT! In the unlikely event that your update fails, please follow the steps below:

1. Unplug the USB cable from both the back of your Helix and the computer.
2. Turn your Helix/HX device off and on - hold down FS 6&12 to put it into “Safe Boot - Update Mode”.
3. Reconnect the USB cable to your Helix/HX device and the computer.
4. Download, install, and launch the latest version of Line 6 Updater. In a failure state, the device will not connect to HX Edit.
   • Line 6 Updater for macOS: https://line6.com/software/readeula.html?rid=9831
   • Line 6 Updater for Windows: https://line6.com/software/readeula.html?rid=9832
5. Select your device and try updating to the latest firmware again, without HX Edit, or anything else open, and running in the background.
   • If the device does not show up in Line 6 Updater after these steps, try a different USB cable and/or USB port.
   • If it still doesn't show up, try a different computer.

 

ADDITIONAL INFO:

In point 2 where it says:

Turn your Helix/HX device off and on.

I should add that while powering up your hardware you need to hold down FS 6&12 to put it into “Safe Boot - Update Mode”.

 

and point 5 where it says:

Select your device and try updating the firmware again.

I should add - (without HX Edit, or anything else open, and running in the background.)
 

Hope this helps/makes sense

 

[gaylonlunn]

Thanks for the info Data.

Still nothing.  2 different computers, 3 different cables.  

Nothing running, one computer i didnt even install edit.  

 

When i enter safe mode, it just says update mode on the helix, no device to select in both offline mode and signed in on the installer appl 

 

I will try uninstalling everything, again.

 

Should i try with just the Installer utility? I have tried this before, no luck.

What about drivers/flash memory etc.  

 

I am grasping at straws here.  

[SaschaFranck]

For a start, try to uninstall/remove everthing you can and just install the Line 6 updater (latest version). You might want to reset the Helix beforehand and then perhaps enter update mode before starting the Line 6 Updater. But from all you've been writing so far, I wouldn't set too much hope into all that. But give it a try.

[SaschaFranck]

And fwiw, the Updater doesn't need any driver to work as the Helix is a USB class compliant device (in fact, I used mine as an audio interface without the driver installed for a while because the performance is better that way, go figure...).

[gaylonlunn]

Hi Sascha,

Just tried all that, again.  

 

Its baffling because the store was able to update it to 3.11.

 

I have tried the 8/9 button reset a few times as well.  

 

 

[SaschaFranck]

Ok - in that case I'm afraid there's a good chance for something being broken physically. It could as well have happened after the shop updated the device (I mean, 3.11 materialized a while ago already).

[datacommando]

2 hours ago, gaylonlunn said:

Its baffling because the store was able to update it to 3.11.

What I find baffling, is that you connected it to both your MacBook, and also your wife’s Mac, but neither detected the presence of the Helix LT. It’s a “Class Compliant” USB device.

 

Let’s try some basic Mac stuff - O.K. Humour me.
 

Connect the LT to your MacBook with a good USB cable (the one that came with your device). Now power up your Mac and the Helix, when you get to the desktop, launch the AUDIO/MIDI SETUP that ships with your Mac. When it loads you should be able to see the Helix LT and then select it to use as an interface for audio IN/OUT. Once you have established that it is possible to get audio in and out of it you should be able to progress to doing serious stuff like firmware updates and preset editing. Until you can get it to perform the basic audio functions via USB, everything else is futile.

 

Hope this helps/makes sense.

 

[SaschaFranck]

10 minutes ago, datacommando said:

What I find baffling, is that you connected it to both your MacBook, and also your wife’s Mac, but neither detected the presence of the Helix LT. It’s a “Class Compliant” USB device.

 

Given all the things he's already done, this is why I suspect something to be faulty on the Helix' end (obviously the most likely thing being the USB port).

 

Apart from that, before looking into the Audio-MIDI-Setup, I'd possibly look into the system profile (about this Mac > System Report > USB). I had the A/M-Setup ignoring some devices already (even if they were supposed to be class compliant), but anything I ever connected showed up fine in the System Report. Should look like this (I'm running Mojave, but not much should've changed):

 

 

In case the Helix doesn't appear there, any further dabblings are pointless, because in that case, the computer simply doesn't even see it as a connected device at all.

[gaylonlunn]

Hello Sascha & Data,

 

I bit the bullet, took the hour drive into the city.  And yes, my unit had a bad USB port.  They could get one of 2 cables to operate, if they twisted the cable end in the socket.  

I really appreciate all of the willingness to help someone out with a problem.  Thank you very much. Its daunting when something doesnt work.

 

That being said, i need to update my new unit (was a rental-stock is pretty limited up here).  Its version 2.8 or something.  

I am a little gunshy now to just start updating.

 

I understand that firmware and Hx edit are 2 different systems.

 

If i understand correctly, I should use the updater app for the firmware.

For Edit, do install 3.0 first and then update to 3.15?  

 

Sorry if they are rudimentary questions, just a wary after going through 2 days of software pains.  

 

 

 

[SaschaFranck]

12 minutes ago, gaylonlunn said:

 And yes, my unit had a bad USB port.

 

So, pretty much what I suspected. Always remember to treat it with care, Line 6 doesn't have a great reputation for these parts or the assembling quality.

 

12 minutes ago, gaylonlunn said:

If i understand correctly, I should use the updater app for the firmware.

 

Not necessarily. Things you'd need to update your Helix:

- Last version of HX Edit and nothing else.

Start it, it should now find your Helix. Follow the update instructions. In case you're lucky, that will be it.

In case you're not (which can happen for a variety of reasons)

- Download the Line 6 Updater (I think you've done so already).

- Download the 3.15 firmware flash file.

- Quit HX Edit.

- Start the Line 6 Updater and follow the instructions for an offline update.

 

You might want to perform a complete reset beforehand (shouldn't be required but you never know). There's a list of reset options in this thread:

 

That should get you going.

 

Now, in case you wanted to use the Helix as an audio interface, you could just start doing so as it's a class compliant USB interface (and there's even some advances on Macs). But to take advance of some more functions (native recording in different sample rates and such), you might need to install the driver as well. Note: This is not required at all in case you don't need it as an audio interface.

[johnstryper]

I installed the new firmware 3.15 now my helix says "boot failure entered", this can't be happening to me today, I have a gig tomorrow and this helix floor is good for nothing. I have tried updater, reinstall and nothing. please someone who can help me

[datacommando]

On 6/12/2022 at 3:21 AM, johnstryper said:

I installed the new firmware 3.15 now my helix says "boot failure entered", this can't be happening to me today, I have a gig tomorrow and this helix floor is good for nothing. I have tried updater, reinstall and nothing. please someone who can help me

Hi, 

 

Well, it is happening to you - Great first post - rule #1 of Helix club: “Never update the firmware the day before an important gig”.

 

Also, when seeking assistance from other group users it’s a really big help to know as much as possible about exactly which HX hardware unit, you are trying to update, along with your computer and OS.

 

I really am going to stop doing this, but save me from a lot of typing, please read my response and instructions in this thread: - link.
 

Hope this helps/makes sense.

 

[johnstryper]

I appreciate the time you take to help me but it didn't work. I did it step by step and that message "Entered failure, Entered update model" is on yet. I can't believe after spending so much money on this device, I got nothing. I have already telling all my Helix friends to avoid updating their helix pedalboard. What it happened to me, I don't want it for others. This is helix is great but this software devices are so disappointing. I won't recommend my students and future guitar musicians to get a multieffects like this. It is unbelievable how can this devices died when you never expect it. Thank you so much.

[datacommando]

On 6/16/2022 at 2:07 AM, johnstryper said:

I appreciate the time you take to help me but it didn't work. I did it step by step and that message "Entered failure, Entered update model" is on yet. I can't believe after spending so much money on this device, I got nothing. I have already telling all my Helix friends to avoid updating their helix pedalboard. What it happened to me, I don't want it for others. This is helix is great but this software devices are so disappointing. I won't recommend my students and future guitar musicians to get a multieffects like this. It is unbelievable how can this devices died when you never expect it. Thank you so much.

I am very sorry to hear about your situation, and even though it may appear from the posts in here, and elsewhere, that this happens a lot, it is actually quite rare. There are thousands of very happy Helix users across the world who never have a moment of trouble with the hardware.
 

The majority of “failed” updates occur when people fail to follow the precise update procedures. I am not saying that this is the situation in your case. What you’re dealing with is a computer, albeit essentially a very specialised computer - and computers can fail to work for a myriad of reasons. These type of firmware update problems are not restricted to Helix products only, here is one example: 

https://forum.fractalaudio.com/threads/axe-iii-firmware-7-00-update-failure.153131/

 

When requesting assistance from forum users, it’s a great help to know exactly what computer and operating system you are using, and what version of the firmware you are updating from. There was a major revision to the Helix Core Engine with version 2.80, which at about halfway through the update would display the “Boot Failure, Entered Update Mode”, the update would appear to happen twice. This is perfectly normal and expected behaviour when updating from any version prior to 2.80. All firmware revisions contain “Release Notes” that should be read through before undertaking any update.

 

If you have disconnected your computer from the internet and WI-FI, and turned off any other apps that may be running in the background, plus you are using a known good USB port an cable and still cannot connect to update the firmware - try another computer. If you still cannot connect using a different computer, then it may be that there is a hardware problem. If you have an issue with the hardware, contact Customer Support. If it is still under warranty it can either be fixed, or replaced. Also, if it is still within the warranty period, It may be worthwhile contacting the retailer to see if they would be willing to fix, and/or update the unit for you. Software rarely turns your hardware into a “paperweight”, whereas and electrical component malfunction could.

 

Hope this helps/makes sense.