Helix does not boot MOST of the time(blank screen, no message) since update 3.5, line 6 updater+factory reset does not help after continued attempts

[ELeinweber]

So this problem first occured after my initial update to 3.5.0. Helix was bought used last year in October and did not have problems with prior updates or the Helix in general.

After having updated the firmware to 3.5.0 for the first time (succesful as per instructions and process and text) the Helix does not do anything upon powering up and shows no display/error and nothing happens for most of my startup attempts. In these instances it also does not do anything when trying to get into update mode with FS 6+12 or factory resetting FS9+10. In the rare occurances where it actually starts up right and a display comes on and it loads you get to do everything and it works fine and by trial and error I managed to update it with update mode FS6+12 and Line 6 Updater with the offline mode option again as an attempt to solve the problem, same with factory resetting after. But unfortunately even after having reupdated firmware twice and also leaving everything on factory reset, the helix most often actually does not do anything upon powering up and shows just a black screen and the lit backlights of the footswitch LEDs. It is really weird to me since no one else seems to have encountered this issue on the internet and my Helix worked perfectly up until that first update to 3.5.0 which worked fine btw until I restarted the device for the first time after it and encountered this startup issue for the first time.

I opened a support ticket but wanted to see if someone here actually has seen this before and will also upload whenever I find a solution...

Attached or with this link https://imgur.com/a/gHW81No you find a picture of what it looks like when powering up results in nothing happening and the screen staying black. This happens both when powering up normaly as well with attempting update mode with FS6+12 or any of the resets like 9+10. I would say every 5-7th attempt of powering up results in a succesful normal boot/reset/update mode depending what you try.

 

 

[ELeinweber]

So far the suggestions by support (different usb ports, update mode+line6 updater, the usual stuff) haven't been able to solve the issue. In a desperate attempt I downgraded firmware to 3.15 again to see if it fixes it since I first noticed the issue after the 3.50 update but to no avail it is also apparent with 3.15 firmware now.

I just got two new USB cables and will be able to test it out with a different computer to update from later as well and will update the thread. (However I don't have high hopes at this point since the USB connection with my computer is perfectly fine whenever the Helix is up and running...)

[PierM]

Sounds like hardware, probably power related.

 

The fact it's showing up after the firmware could be just a coincidence.

[ELeinweber]

Yeah so with a new cable on a different computer didn’t result in the issue disappearing. It’s more like the power up attempts that result in a successful Boot are becoming more and more rare. However you might be onto something about the power unit. Manipulating the power plug like pushing it down and into the helix units power insert results in much better startup statistics. Like almost every second to fifth attempt instead of every 20th or so. Has anyone here send in their unit before and knows how much solving such a problem might cost after the warranty time?

[sadova71]

On 11/11/2022 at 10:54, ELeinweber said:

Hasta ahora, las sugerencias del soporte (diferentes puertos USB, modo de actualización + actualizador line6, lo habitual) no han podido resolver el problema. En un intento desesperado, bajé el firmware a 3.15 nuevamente para ver si lo solucionaba, ya que noté el problema por primera vez después de la actualización 3.50, pero fue en vano, ahora también es evidente con el firmware 3.15.

Acabo de recibir dos cables USB nuevos y también podré probarlo con una computadora diferente para actualizar más tarde y actualizaré el hilo. (Sin embargo, no tengo grandes esperanzas en este momento ya que la conexión USB con mi computadora está perfectamente bien siempre que Helix esté funcionando...)

hello! 

have the same problem, helix lt has a black screen and both lights are on.
Were you able to fix the Helx, did they tell you what the fault was?

[datacommando]

On 4/2/2024 at 9:08 AM, sadova71 said:

hello! 

have the same problem, helix lt has a black screen and both lights are on.
Were you able to fix the Helx, did they tell you what the fault was?

Hi,

 

The blank screen would seem to indicate a problem with the power supply. The best thing you can do is contact Customer Support to see if they can help.

 

Hola,

La pantalla en blanco parecería indicar un problema con la fuente de alimentación. Lo mejor que puedes hacer es contactar con Atención al Cliente para ver si pueden ayudarte.