Hung on “boot failure. Entered update mode”

[Colindsv]

So I tried to update to 3.5 on my rack.  Didn’t realize I was using HX edit 3.0.

 

It hung on the “boot failure….” Screen for 60 min or so
 

I’ve since downloaded HX edit 3.5. 
 

still showing “no device connected” on HX edit.  Still showing “boot failure….” On the rack

 

 I’ve tried restarting the rack which did nothing.  Restarted in safe mode as well.  Not getting anywhere.  
 

can anyone give me any suggestions?

[Mike7273]

Same here

[SaschaFranck]

Did you try the Line 6 Updater as well? Check if it sees your Helix. In case it does, download the flash files for the update and go for an offline update.

[Colindsv]

On 11/3/2022 at 6:33 PM, SaschaFranck said:

Did you try the Line 6 Updater as well? Check if it sees your Helix. In case it does, download the flash files for the update and go for an offline update.

Ok updater does recognize it.

 

I’ll try and find flash files and figure out an offline update.  No idea what that means but I’ll go at it and report back

[chrisspain]

Mine got unplugged halfway through the second part of the update.  Sure hope I can get it back

 

[datacommando]

On 11/3/2022 at 10:40 PM, Colindsv said:

Line 6 updater does not recognize any devices attached

 

Line 6 Updater app will not connect to hardware in a failed state if HX Edit is open and running in the background, also, see bullet point 4 below.

See bullet point 4 from the notes below:

Updating Helix/HX

IMPORTANT! Carefully read and follow the update instructions below. If you don't—and then run to the forums asking why it's not working—the interwebs will make fun of you.

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.
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.
   • 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

Hope this helps/makes sense.

[SaschaFranck]

On 11/3/2022 at 11:48 PM, datacommando said:

Line 6 Updater app will not connect to hardware in a failed state if HX Edit is open and running in the background, also, see bullet point 4 below.

 

Yeah, because of that you need to kill it via Task Manager or reboot (not an issue on macOS, though).

[SaschaFranck]

On 11/3/2022 at 11:44 PM, Colindsv said:

I’ll try and find flash files and figure out an offline update.  No idea what that means but I’ll go at it and report back

 

Go to the download section, select your hardware, select that you want to download some firmware, select your OS. Download. Connect the Helix, open the Line 6 Updater, chose "Offline Mode", your device should show up then. Click on it, on the following page click on "Chose File" and point it to the .hxf file you've just downloaded. Click "Update". Good luck.

[Colindsv]

thank you for the help.

 

here's what ended up happening.  

 

at first updater didn't recognize anything.   After restarting everything though, updater recognized the unit.

 

I used updater to roll back to 3.15 which went smoothly.

 

then I used the proper updated version of HX edit to update to 3.5

 

everything is good now.

[coachz]

Bet you'll read the directions next time.

[Colindsv]

On 11/3/2022 at 7:53 PM, coachz said:

Bet you'll read the directions next time.

The problem was more the assumption that I had HX edit up to date already

[vinnykeenan]

Hi Guys, I had this same issue but managed to resolve it, here is how I did it....

 

1st, remove all Line 6 soft wear on your PC or Mac.

2nd, Download the Helix Drivers, L 6 Updater, and the HX edit.

3rd, unplug the USB from your PC or Mac.

4th, restart your helix whilst pressing in buttons 1 & 6, and you should be put in update mode (sorry I can't remember the exact wording)

5th, now open HX edit and it should recognize your helix, you should also get a connection and then be able to continue with the update.

 

Hope this helps......

 

P.S. Check out the new cabs, they are excellent.

[marciocarvalho]

I can't get to the update mode! I try turn it on holding the 1 and 6 buttons, 6 and 12, 9 and 10 and nothing works! I have recording tomorrow I freaking out!

 

[Jerrymj21]

Did you figure out what the heck happen to the helix rack and what caused this Boot Failure entered mode! . I simply got a email says i need to update my rack so i go online account and clicked update now its reading this error. 

[SaschaFranck]

On 11/21/2022 at 11:35 PM, Jerrymj21 said:

Did you figure out what the heck happen to the helix rack and what caused this Boot Failure entered mode! . I simply got a email says i need to update my rack so i go online account and clicked update now its reading this error. 

 

And once again:

 

[cboshdave]

I have followed the instructions multiple times and I cannot seem to complete the update.  

My HX keeps coming up bricked.  I do realize there are lots of postings here.  I have tried everything I can find multiple times.  

I keep having to place my HX in update mode with SW1 and SW6 depressed while powering on.  I am then able to run the update from v1.27 updater.  It runs for a long time and says it completes.  At that point, I immediately try to restart with Factory reset (no other option works).  Factory reset is SW11 + SW12 with power on.  It seems like it is resetting but hangs on rebuilding Patch 24 every time.  It never gets past that.  Power cycle at that point results in the same boot failure (-33 in the upper left corner).  Are there other thoughts?  

[cboshdave]

I believe the problem was the factory reset.  It kept getting stuck.  I tried combinations again and eventually got through all the patch rebuilds and it seems like it's good.  For others, again, reboot, and factory reset, reboot and factory reset.  Sometimes it came up with the error.  I just tried again. Eventually, I got through everything.  Phew... that was a painful process.  Thanks for all the suggestions!

[datacommando]

On 4/5/2023 at 12:21 AM, cboshdave said:

I believe the problem was the factory reset.  It kept getting stuck.  I tried combinations again and eventually got through all the patch rebuilds and it seems like it's good.  For others, again, reboot, and factory reset, reboot and factory reset.  Sometimes it came up with the error.  I just tried again. Eventually, I got through everything.  Phew... that was a painful process.  Thanks for all the suggestions!

Hi,

 

I have just spotted your post re: hanging on rebuilding Preset 24. My first thought would be that this is caused by a corrupted preset, as it keeps choking at the same point every time.

You mentioned in your original post that -  “I keep having to place my HX in update mode with SW1 and SW6 depressed while powering on.” Hmm… not sure where you got that idea from, because in order to put your Helix into “Safe Boot Mode” before running the Updater you need to hold down FS6 & 12. 

 

Also, you mentioned that you had tried performing a Factory Reset by holding down FS11 & 12 whilst powering up the unit - again, this is incorrect. The recommended Factory Reset is on FS9 & 10. Holding down FS11 & 12 is designated to “Clear current preset”.

 

After installing the latest firmware, your device should automatically reboot and begin rebuilding the presets in order to update them to the latest format - this can take few minutes. When completed, you can reload your own presets from the backup you created before ran the update, or if you want to check out the latest presets, perform the Factory Reset (FS9 & 10). A Factory Reset will wipe all your presets, ensure you have a backup.

I hope this helps/makes sense, and clarifies some of the issues you seem to have encountered.

 

Have fun with the new toys in v.3.50

Edited April 5, 2023 by datacommando
Typo

[voxdeirecords]

On 11/3/2022 at 5:33 PM, SaschaFranck said:

Did you try the Line 6 Updater as well? Check if it sees your Helix. In case it does, download the flash files for the update and go for an offline update.

It does not.  Any advice?

[red3recon]

Fixed, see my response below.

 

I had 3.6 installed, ran the update to 3.7 from HX Edit. If failed and said it had to reboot.  When it rebooted it gave the "Boot Failure. Entered update mode" message but HX Edit could not see it.  Googled and found this post.  Per instructions I downloaded Line6 Updater 1.28, installed and followed the steps by Datacommando above, line6 updater saw the helix and installed 3.7 (edit: I used the online option, don't do that) and said it was successful and would reboot. It booted showing 3.7 on the initial splash screen then goes right back into boot failure.  Also there is a red 0 in the upper left corner of the screen.  I tried the factory reset by holding SW9&10 and it said it was resetting all presets, IRs, etc but went right back to boot failure. Trying a few more things but posting now with finger's crossed. My Helix is under warranty. 

[mkopec]

Same thing just happened to me

 

[mkopec]

I did run the updater and it does not recognize

 

[mkopec]

Any support?

[red3recon]

On 11/17/2023 at 9:40 PM, mkopec said:

Any support?

I just fixed mine:

 

Follow these steps

 

1. Unplug the USB cable from both the back of your Helix and the computer.
2. Turn your Helix/HX device off and turn back on. It should say Boot failure on its screen.
3. Reconnect the USB cable to your Helix/HX device to the computer.
4. Download firmware version 3.7 from line6 and save it to your computer.
5. Download, install, and launch the latest version of Line 6 Updater if you don't already have version 1.28 installed. (In a failure state, the device will not connect to HX Edit but Updater CAN see it.)
6. Select your device (it should show up in the app) and try updating to the latest firmware by selecting the option that says "Select local file" NOT by selection the 3.7 or 3.6 etc. options
   
   Mine worked fine after that.  The feedbacker is awesome, only thing I have messed with so far.  

[TheRealDriller]

Well I encountered the same problem with my HX Effects today and have been trying to fix it for hours. I have tried everything including with 2 MacBooks (Apple silicon and Intel) and a windows PC.

 

i can get Updater to connect by starting the unit whilst pressing the right arrow (Updater recognises “Unknown HX Effects unit) and I browse to the down loaded firmware file.

 

HOWEVER, and this happens both on Mac AND pc, after starting the update the software crashes and the window on the computer screen simply disappears.

 

line 6 my unit was working fine for over 2 years, I wanted to use the editing software for the first time and now the unit is screwed. This is unacceptable :-(

[datacommando]

On 11/19/2023 at 2:59 PM, TheRealDriller said:

This is unacceptable :-(

Hi,

 

There have been around 29 firmware updates to the Helix hardware, since way back in February 2016, which was mainly “bug fixes” for us early adopters.

 

On just about every update there has been a spate of “Update bricked my Helix” and it is becoming more than a little tedious for regular forum users to continue bailing out people who manage to screw this stuff up. It is not brain surgery, it is not rocket science - it’s a software update. Sometimes, it may be easier to find a 14 year old kid to do this.

 

O.K. You say that - “I can get Updater to connect by starting the unit whilst pressing the right arrow (Updater recognises “Unknown HX Effects unit) and I browse to the down loaded firmware file.” 
 

Now you get to the “HOWEVER” bit!

 

If you are trying to perform a disaster recovery from a failed Update, then you MUST ensure the prior to launching the Line 6 Updater Utility you have disconnected the USB Cable from both the Computer and your HXFX. Then Reboot your computer and then the HXFX while holding down the right arrow key to put it into Safe Boot mode. Once your HX powers up you can then reconnect the USB to your Mac/PC. Now ensure you are disconnected from the internet, and that nothing else is running in the background on your computer, screen saver etc., because if your computer loses focus during the update it will fail, don’t even wiggle the mouse, or move out of the Updater window - it will fail!

 

Now launch the Line 6 Updater v.1.28 which should detect your HXFX. Now you should be able to proceed to do a local update to 3.70 without any issues.

 

There are no guarantees implied with this - if if fails you should contact Line 6 Customer Support to tell them “this is unacceptable”, because there are no Line 6 staff here, only other users, doing our utmost to help one another through pain free updates.

 

We are dealing with software on a very specialised computer (HX Unit), and sheet happens!

 

Hope this helps/makes sense.

 

[SaschaFranck]

On 11/19/2023 at 7:19 PM, datacommando said:

Now you should be able to proceed to do a local update to 3.70 without any issues.

 

Well, as he's apparently never updated the unit, there's a certain chance it's running on a firmware revision not allowing you to go to 3.7 straight. Unfortunately, it seems impossible to find out what FW was/is installed as the unit doesn't boot properly.

Hence, I would follow all the steps you've mentioned and try to install the oldest firmware allowing a direct jump to 3.7 thereafter (information about which FW that'd be should be in the 3.7 update instructions).

[datacommando]

On 11/19/2023 at 6:29 PM, SaschaFranck said:

 

Well, as he's apparently never updated the unit, there's a certain chance it's running on a firmware revision not allowing you to go to 3.7 straight. Unfortunately, it seems impossible to find out what FW was/is installed as the unit doesn't boot properly.

Hence, I would follow all the steps you've mentioned and try to install the oldest firmware allowing a direct jump to 3.7 thereafter (information about which FW that'd be should be in the 3.7 update instructions).

Ah, well observed - if he had a really early firmware installed pre 2.80 when the Core was modified, that could be an issue.

 

Although, the usual Release Notes for this version does contain this:

 

My Helix/HX is at version X.XX. Can I go straight to 3.70?

Yes, but note that if you're starting from 2.80 or lower, the update may appear to happen three times and will take notably longer than 30 minutes. This is normal.

Even so, if he can get the Updater (or the new Line 6 Central) to mount the HXFX the option to reinstall an earlier version should be there, but may require a sign-in to the Line 6 Account by going back on-line. 
 

;)

 

[SaschaFranck]

On 11/19/2023 at 7:41 PM, datacommando said:

Although, the usual Release Notes for this version does contain this:

 

Ah, ok - so that has changed with the 3.7 updater (before you needed to have a certain version installed, too lazy to look the details up...).

I'd possibly try to go to an older FW revision in offline mode, though, just to make sure something isn't fundamentally broken.

[TheRealDriller]

On 11/19/2023 at 7:19 PM, datacommando said:

Hi,

 

There have been around 29 firmware updates to the Helix hardware, since way back in February 2016, which was mainly “bug fixes” for us early adopters.

 

On just about every update there has been a spate of “Update bricked my Helix” and it is becoming more than a little tedious for regular forum users to continue bailing out people who manage to screw this stuff up. It is not brain surgery, it is not rocket science - it’s a software update. Sometimes, it may be easier to find a 14 year old kid to do this.

 

O.K. You say that - “I can get Updater to connect by starting the unit whilst pressing the right arrow (Updater recognises “Unknown HX Effects unit) and I browse to the down loaded firmware file.” 
 

Now you get to the “HOWEVER” bit!

 

If you are trying to perform a disaster recovery from a failed Update, then you MUST ensure the prior to launching the Line 6 Updater Utility you have disconnected the USB Cable from both the Computer and your HXFX. Then Reboot your computer and then the HXFX while holding down the right arrow key to put it into Safe Boot mode. Once your HX powers up you can then reconnect the USB to your Mac/PC. Now ensure you are disconnected from the internet, and that nothing else is running in the background on your computer, screen saver etc., because if your computer loses focus during the update it will fail, don’t even wiggle the mouse, or move out of the Updater window - it will fail!

 

Now launch the Line 6 Updater v.1.28 which should detect your HXFX. Now you should be able to proceed to do a local update to 3.70 without any issues.

 

There are no guarantees implied with this - if if fails you should contact Line 6 Customer Support to tell them “this is unacceptable”, because there are no Line 6 staff here, only other users, doing our utmost to help one another through pain free updates.

 

We are dealing with software on a very specialised computer (HX Unit), and sheet happens!

 

Hope this helps/makes sense.

 

Hi there,

 

First of all a big thank you to taking the time to post and to try to help, I really appreciate this especially when you get nothing in return.

 

My comment about it being "unacceptable" was for Line6, not these precious forums, just letting off steam ;-)  I appreciate also that there may be regular calls for help for this sort of thing and that it may become tiresome but I'm afraid that you don't know me and you seem to have lumped me in with the "people who manage to screw this stuff up" as you put it. Indeed it is not rocket science nor surgery (I actually do surgery in my day job) and I agree that it it shouldn't be this complicated. However it is not a PBKAC in this instance.

 

I did everything I read in the instructions on the Line6 website prior to undertaking the update and I followed all of the instructions I found scouring these forums to try to recover the situation when the update windows kept closing on me, all, as I said above, to no avail.

 

I tried this on a 2022 Macbook pro 16" with 32MB of RAM, I tried it on my studio Mac Studio and I tried it on a brand new HP Windows machine in my office. Every time it would either fail to connect or start to update and then crash. I touched/moved nothing during the process, the window would just close or freeze and connection with the unit was lost.

 

I actually succeeded in the end by digging out a 10 year old Macbook pro and trying it on that. The firmware was instantly updated to 3.70 no problems so I think it is clear the problem is a software/hardware compatibility issue not a user issue. As you know, all of this is just lines of code interacting with chipsets and they need to do better with their code to make this more reliable, it's really disappointing for such a successful product. But again that's aimed at Line6.

 

(BTW I believe my unit was something like firmware 2.51, since someone asked).

 

Anyway, having succeeded in updating to 3.70 I then tried to load the backup file I made at the start of all this but HX Edit says that the file is "not compatible" (error 8702 I think). I have seen others have had this problem also and I have tried unpacking the backup and placing it on the desktop and pointing the loader to it but again all to no avail.

 

Any ideas? Maybe now would be the time to call the 14 year old nephew! ;-) :-D

 

Cheers,

TRD

[datacommando]

On 11/19/2023 at 10:47 PM, TheRealDriller said:

Hi there,

 

First of all a big thank you to taking the time to post and to try to help, I really appreciate this especially when you get nothing in return.

 

My comment about it being "unacceptable" was for Line6, not these precious forums, just letting off steam ;-)  I appreciate also that there may be regular calls for help for this sort of thing and that it may become tiresome but I'm afraid that you don't know me and you seem to have lumped me in with the "people who manage to screw this stuff up" as you put it. Indeed it is not rocket science nor surgery (I actually do surgery in my day job) and I agree that it it shouldn't be this complicated. However it is not a PBKAC in this instance.

 

I did everything I read in the instructions on the Line6 website prior to undertaking the update and I followed all of the instructions I found scouring these forums to try to recover the situation when the update windows kept closing on me, all, as I said above, to no avail.

 

I tried this on a 2022 Macbook pro 16" with 32MB of RAM, I tried it on my studio Mac Studio and I tried it on a brand new HP Windows machine in my office. Every time it would either fail to connect or start to update and then crash. I touched/moved nothing during the process, the window would just close or freeze and connection with the unit was lost.

 

I actually succeeded in the end by digging out a 10 year old Macbook pro and trying it on that. The firmware was instantly updated to 3.70 no problems so I think it is clear the problem is a software/hardware compatibility issue not a user issue. As you know, all of this is just lines of code interacting with chipsets and they need to do better with their code to make this more reliable, it's really disappointing for such a successful product. But again that's aimed at Line6.

 

(BTW I believe my unit was something like firmware 2.51, since someone asked).

 

Anyway, having succeeded in updating to 3.70 I then tried to load the backup file I made at the start of all this but HX Edit says that the file is "not compatible" (error 8702 I think). I have seen others have had this problem also and I have tried unpacking the backup and placing it on the desktop and pointing the loader to it but again all to no avail.

 

Any ideas? Maybe now would be the time to call the 14 year old nephew! ;-) :-D

 

Cheers,

TRD

Hi,

 

Thank you for your appreciation of the situation.

 

I’m both glad and also sad to hear that you have managed to update to the new 3.70 firmware but your backup file is screwed. You do have another fail safe back up somewhere don’t you?

 

In here we try to assist people with genuine issues and I, along with several other regular contributors to this forum, do as much as is humanly possible to help others avoid the various pitfalls of software updates. Over many years we have tried to do our best, even to the point of using  translations through Google when necessary. It is almost like a regular United Nations of Support in here. None of us are particularly looking for any reward other than knowing we succeed in the task.

 

Then, as you have realised, we have the complete ignorance of some people, who spend a not inconsiderable amount of money on a somewhat complex piece of kit, but cannot be bothered follow simple instructions or to read a manual? It's beyond me, and judging from the amount of times we have had to respond to a ridiculous query with "RTM" (not even RTFM), it gets to a point that is beyond irritating.

 

Regarding your initial post, which came across as yet another “me too” complaint, it would have been very helpful to all concerned to know exactly which version of the Firmware you had installed prior to attempting the update. Fellow forum user @SaschaFranck, very astutely pointed out to me that you may have been trying to update from a very early version of the firmware. If only I had known.

 

FYI -There was a major update to the Core operating system of all HX products at v.2.80 firmware. This was the bane of many because the update would appear to fail about half way through the update. Even though this was fully documented in the Release Notes it created waves of “Update bricked my Helix”posts. Oh, what fun. There was another large change to the Core at v.3.50. This again was fully documented by Line 6 in the Release Notes and on the download page. The official notes for 3.70 states:

 

My Helix/HX is at version X.XX. Can I go straight to 3.70?

Yes, but note that if you're starting from 2.80 or lower, the update may appear to happen three times and will take notably longer than 30 minutes. This is normal.

 

You have mentioned the you “did everything I read in the instructions on the Line6 website prior to undertaking the update and I followed all of the instructions I found scouring these forums to try to recover the situation when the update windows kept closing on me, all, as I said above, to no avail.” Oh, well - maybe a PBKAC in this instance?

 

You may think I am being harsh, but I am not a Line 6 employee - just another Helix user. If you have an issue with the  Line 6 coders, I would suggest that you had better address it directly to them if you find it "unacceptable". I doubt it would get anywhere because, you probably didn’t read this, which is the official Line 6 comment about updates. Check the bits in Red!

 

 

Hope this helps/makes sense.

[TheRealDriller]

On 11/20/2023 at 2:12 AM, datacommando said:

Hi,

 

Thank you for your appreciation of the situation.

 

I’m both glad and also sad to hear that you have managed to update to the new 3.70 firmware but your backup file is screwed. You do have another fail safe back up somewhere don’t you?

 

In here we try to assist people with genuine issues and I, along with several other regular contributors to this forum, do as much as is humanly possible to help others avoid the various pitfalls of software updates. Over many years we have tried to do our best, even to the point of using  translations through Google when necessary. It is almost like a regular United Nations of Support in here. None of us are particularly looking for any reward other than knowing we succeed in the task.

 

Then, as you have realised, we have the complete ignorance of some people, who spend a not inconsiderable amount of money on a somewhat complex piece of kit, but cannot be bothered follow simple instructions or to read a manual? It's beyond me, and judging from the amount of times we have had to respond to a ridiculous query with "RTM" (not even RTFM), it gets to a point that is beyond irritating.

 

Regarding your initial post, which came across as yet another “me too” complaint, it would have been very helpful to all concerned to know exactly which version of the Firmware you had installed prior to attempting the update. Fellow forum user @SaschaFranck, very astutely pointed out to me that you may have been trying to update from a very early version of the firmware. If only I had known.

 

FYI -There was a major update to the Core operating system of all HX products at v.2.80 firmware. This was the bane of many because the update would appear to fail about half way through the update. Even though this was fully documented in the Release Notes it created waves of “Update bricked my Helix”posts. Oh, what fun. There was another large change to the Core at v.3.50. This again was fully documented by Line 6 in the Release Notes and on the download page. The official notes for 3.70 states:

 

My Helix/HX is at version X.XX. Can I go straight to 3.70?

Yes, but note that if you're starting from 2.80 or lower, the update may appear to happen three times and will take notably longer than 30 minutes. This is normal.

 

You have mentioned the you “did everything I read in the instructions on the Line6 website prior to undertaking the update and I followed all of the instructions I found scouring these forums to try to recover the situation when the update windows kept closing on me, all, as I said above, to no avail.” Oh, well - maybe a PBKAC in this instance?

 

You may think I am being harsh, but I am not a Line 6 employee - just another Helix user. If you have an issue with the  Line 6 coders, I would suggest that you had better address it directly to them if you find it "unacceptable". I doubt it would get anywhere because, you probably didn’t read this, which is the official Line 6 comment about updates. Check the bits in Red!

 

 

Hope this helps/makes sense.

Hello again. I want to say once again how grateful I am for your continued dialogue on this. One of the horrendous things in these situations (apart from the pain of losing presets born of hours and hours of research, experimentation and programming) is the sentiment of being isolated and alone whilst trying to fix it.

 

i do however (I hope for tte last time) have to protest again at your continued suggestion tgat I have been somehow negligent and unintelligent in all of this. Again, you don’t know me and you don’t know how I work so O shall quickly explain to avoid any further misunderstanding. 
 

This all started because I wanted to control my HXFX via a midi track in Logic. So wanting to “program the HX more easily” as I was told on the manual I decided to download the editing software which I knew it would surely search for and try to install new firmware.

 

so I went to the support and download sections of the Line6 site. 
 

The very FIRST thing I did was read the clear instructions in the download section a screen shot of which I have included here to remove all doubt.

 

I very carefully read all the text including, of course, the warnings in BIG RED LETTERS and including the photo of the error “boot failure. Entered update mode”.

 

Well in my case I didn’t get this window, the connection was just lost with the unit and on the unit itself I got the boot failure message. I nevertheless followed the instructions and restarted with the necessary buttons pressed, which changed nothing, no progress no change even after waiting. I tried relaunching the crashed editor again to no avail.

 

i am absolutely sure I did all that was reasonable to make sure this went well. Beyond that I’m not clairvoyant. You seem to have attached a copy of some warnings that were on these forums and, unless I misunderstood, were  berating me for not having read them (albeit an approximation of what was on the L6 site) prior to attempting the install. But why would would I come here to read that on a forum when the update section is on the L6 site?

 

I have printed out copies of the full HX manual and read it multiple times starting from when I got tte machine a few years ago so NO accusations of RTFM! can be fairly levelled at me.

 

Again, I fully appreciate your frustration at some spotty irresponsible adolescents who can’t be bothered to put the work in and want it all on a plate. Be assured that’s not me.

 

You say you are here to help people with “genuine issues” well I can assure you this is a genuine issue and I’m not here to waste anybody’s time.

 

I am still utterly dismayed that this has happened to me in spite of all the precautions I took but there is no accusation at anyone on here, least of all yourself.

 

Having all that…thank you again for your help :-)

 

I have unpacked the update file (which is not recognised) and have a list presets. Do you know if it’s possible to rebuild my HX preset by preset?

 

cheers,

TRD

[TheRealDriller]

Just to add: For the backup, I did as instructed there was no mention of and no question that any backup would possibly not be recognised by the updated unit. I updated in the only way I could ie with the HX Edit software. Had there been another warning giving an explanation of how to make multiple backups in different ways, I would have done that but there wasn’t.

 

Again this is not levelled at you or the forum (and anyway, you’re not a Line6 employee so no need to take it that way) but I imagine some people from L6 will be paying attention here which is why I think it important to mention it.

 

:-)

[SaschaFranck]

@TheRealDriller, so, you have your backup on your computer, right? File should look similar to "HX Stomp Backup 2023-Nov-16.hxb", and as you're on a Mac, by default it should be located at ⁨"user ▸ Documents ▸ ⁨Line 6⁩ ▸ ⁨Tones⁩ ▸ ⁨Helix⁩ ▸ ⁨Backups⁩".

Does that file exist?

[datacommando]

On 11/20/2023 at 8:08 AM, TheRealDriller said:

You say you are here to help people with “genuine issues” well I can assure you this is a genuine issue and I’m not here to waste anybody’s time.

Hi,

 

In no way am I trying to denigrate you, or suggesting that you have not used due diligence while working through this update procedure. Having said that, your latest post does raise a few questions in my mind.

 

“NO accusations of RTFM! can be fairly levelled at me.”

That’s excellent and given that you are familiar with the Manual you will be aware that page 5 contains the information regarding “Updating HX Effects Firmware.” Then page 17 contains the details on “Creating/Restoring Full Device Backups.” 

 

This section actually states - “Creating full backups of your device’s presets, IRs, favorites, custom user model defaults, and global settings is highly recommended to make sure your precious custom tones and configurations are never lost!” Your comments stating - “I decided to download the editing software”. Along with - “the pain of losing presets born of hours and hours of research, experimentation and programming”, rather gives the impression that you have never made a safety copy of any of your presets? If you do have fail safe back up copies of all your hard work then it should be a fairly simple job to restore them to your hardware. If not, well …

 

I find this rather concerning too - “I have unpacked the update file (which is not recognised) and have a list presets.” Sorry, but this statement smacks of someone poking around in something they don’t understand. There is a saying about when you are in a hole, stop digging!

 

Plus, you also say - “I am still utterly dismayed that this has happened to me in spite of all the precautions”. Well, unfortunately it has happened to you, but you’re not the first, and certainly won’t be the last to encounter this. You are dealing with what is essentially a computer.

 

This is a quote from Apple co-founder Steve Wozniak:

“Everything that has a computer in will fail. Everything in your life, from a watch to a car, to a radio, to an iPhone, it will fail if it has a computer in it.”

 

O.K. As nothing seems to have gone to plan for you, I’m not sure from your posts, if on completion of the update your HXFX auto restated and rebuilt the presets. If it did that then your carefully sculpted presets could still be in the unit. If that is the case then they should appear in HX Edit v.3.70, from where you should be able to save them to your Mac. If you got past that stage and restarted your HXFX while holding down FS6 & TAP you will have done a Factory Reset and effectively wiped your presets and it will be something that you will never do again. 

 

Right now, I don’t know what else to suggest, unless as mentioned by @SaschaFranck in his post, you do have the file named  “HX Effects Backup 2023-Nov-XX.hxb" on your Mac, (where XX is the date). If you have this bundle file, but cannot load into you HX Edit, maybe you could post it somewhere that I can download it. I could then try to open the file in Helix Native in compatibility mode and try to resave it from there.

 

Oh, finally - “but I imagine some people from L6 will be paying attention here.” Hmm … here we go again - this is my “boilerplate” response.

There are no Line 6 staff here and only very occasionally do they visit these forums - (See the “sticky comment” in the black banner stripe at the top of this page entitled “Welcome to the Line 6 forums”).

[TheRealDriller]

On 11/20/2023 at 2:42 PM, datacommando said:

Hi,

 

In no way am I trying to denigrate you, or suggesting that you have not used due diligence while working through this update procedure. Having said that, your latest post does raise a few questions in my mind.

 

“NO accusations of RTFM! can be fairly levelled at me.”

That’s excellent and given that you are familiar with the Manual you will be aware that page 5 contains the information regarding “Updating HX Effects Firmware.” Then page 17 contains the details on “Creating/Restoring Full Device Backups.” 

 

This section actually states - “Creating full backups of your device’s presets, IRs, favorites, custom user model defaults, and global settings is highly recommended to make sure your precious custom tones and configurations are never lost!” Your comments stating - “I decided to download the editing software”. Along with - “the pain of losing presets born of hours and hours of research, experimentation and programming”, rather gives the impression that you have never made a safety copy of any of your presets? If you do have fail safe back up copies of all your hard work then it should be a fairly simple job to restore them to your hardware. If not, well …

 

I find this rather concerning too - “I have unpacked the update file (which is not recognised) and have a list presets.” Sorry, but this statement smacks of someone poking around in something they don’t understand. There is a saying about when you are in a hole, stop digging!

 

Plus, you also say - “I am still utterly dismayed that this has happened to me in spite of all the precautions”. Well, unfortunately it has happened to you, but you’re not the first, and certainly won’t be the last to encounter this. You are dealing with what is essentially a computer.

 

This is a quote from Apple co-founder Steve Wozniak:

“Everything that has a computer in will fail. Everything in your life, from a watch to a car, to a radio, to an iPhone, it will fail if it has a computer in it.”

 

O.K. As nothing seems to have gone to plan for you, I’m not sure from your posts, if on completion of the update your HXFX auto restated and rebuilt the presets. If it did that then your carefully sculpted presets could still be in the unit. If that is the case then they should appear in HX Edit v.3.70, from where you should be able to save them to your Mac. If you got past that stage and restarted your HXFX while holding down FS6 & TAP you will have done a Factory Reset and effectively wiped your presets and it will be something that you will never do again. 

 

Right now, I don’t know what else to suggest, unless as mentioned by @SaschaFranck in his post, you do have the file named  “HX Effects Backup 2023-Nov-XX.hxb" on your Mac, (where XX is the date). If you have this bundle file, but cannot load into you HX Edit, maybe you could post it somewhere that I can download it. I could then try to open the file in Helix Native in compatibility mode and try to resave it from there.

 

Oh, finally - “but I imagine some people from L6 will be paying attention here.” Hmm … here we go again - this is my “boilerplate” response.

There are no Line 6 staff here and only very occasionally do they visit these forums - (See the “sticky comment” in the black banner stripe at the top of this page entitled “Welcome to the Line 6 forums”).

"I am in no way trying to denigrate you", (immediately posts further denigrating comments).

 

Look, I don't know what the deal is with you here. I sensed right from your first  reply that this might go badly.

 

I'm too old to have childish internet spats and if you look back you will see that right from the start I have shown gratitude and respect and have been conciliatory but you wouldn't let it go and you continued raising and coming back to the subject of fault and insisting on levelling that fault at me.

 

For someone who is here "just to help the punters" and has no vested interest in Line6 I find this very surprising. I didn't accuse you of anything, I was thankful for your help. For me the principle topic of discussion should be how to solve the problem, not trying to pin the blame for the problem on the person raising the issue.  Like I said, strange and surprising.

 

Once again, I'm too old for squabbling so if you want another go at blaming me for all this, have at it but I don't want to say anymore or let this escalate further. I know what I did and didn't do and I am satisfied I did the due diligence to avoid any problems. End of story.

 

Thank you again for the time you have taken for the problem I raised, you clearly know your stuff and this expertise is much appreciated.

 

Now then: I have just got off the phone with Christophe at Line6 support Germany, he's a great guy and took the time to listen and understand and make very good suggestions (absolutely not implying anything in regards to you Datacommando). The upshot is-it works!

 

I tried again with my Mac Studio but it kept disconnecting so we tried again with the older Intel Macbook Pro and another USB cable and it worked. Neither of us could work out why.  The other USB cable is perfectly serviceable. I had messed around last night for hours with the same Macbook and tried changing the file path for the backup file changed the folder level selection as suggested in another discussion here (ie select the folder not the file) but nothing worked. Today it just suddenly did but I don't care why, I'm just so happy it did.

 

Thank you SaschaFranck, you appreciate that I managed to get it all working before I saw your post but yes, for what it's worth, I absolutely had that file in the backups folder, I just couldn't manage to get it recognised by the editing software.

 

Once again a big thank you and appreciation for Datacommando, I hope no hard feelings and I hope to have further discussion with you down the line.

 

Cheers,

TRD