USB device not recognized

[rayryan64]

I have a windows 10 pc and a Helix floor.

After installing HX EDIT 3.61 bundle I Then installed updater 1.27. From there i updated my helix with firmware 3.60. After installing the firmware I immediately received a message that my usb device is not recognized and it disconnected from my pc. My cable is good. This is the 2nd time it has done this. After the first time it did it to me I uninstalled everything and started over and it did it again. It seems like its a driver issue.

[brue58ski]

Are you using a USB hub? The Helix doesn't play well with them. Also did you restart your computer after installing the drivers?

[rayryan64]

I have restarted many times.

 

Update 1: I am able to get it to show the driver in device manager using the front usb ports but not the back mother board ports now after it goes to sleep and I wake it up. Only problem now is that it seems like it times out and disconnects.

Update 2: I noticed that my pc can only read my helix for a little while on the front usb ports but disconnects after awhile but It makes no sound that it detects it on the back motherboard usb ports.

 

I also have a POD GO and it works great on the back motherboard ports but is not detected on the front ports. My pod go works with no problem and stays connected.

[brue58ski]

That is weird that the POD GO works. My helix will disconnect from HX Edit from time to time and I understand is a known issue. But not as much as it sounds like yours is dissconnecting. Not sure about anything else. Have you tried this on a different computer? Are you able to access one?

[rayryan64]

I actually tried it on a diffrent computer last night and it still disconnected from the PC. It was able to connect to the main USB ports in the back but it still timed out after a few minutes.

[DunedinDragon]

This has to be something with the internal configuration of USB ports on different PCs.  I have my studio Helix Floor unit connected to one of my main USB ports on the rear of my ASUS PC, sometimes for hours (even overnight sometimes by mistake) and it's never timed out so it's not likely a driver problem, but simply how some manufacturers interface to the USB ports as either a direct connection to the bus versus an internal hub.  I'm also on Windows 10 so it's not likely to be the OS itself, but I could see how having certain configurations of the OS or security software could play into it.  I have had my Helix Floor stop working as an audio interface on occasion but that's easily fixed by selecting a different audio device such as the internal sound card on the PC then when I reselect the Helix as my audio device it functions fine.

[silverhead]

Also check your power management settings. It’s possible that your settings are causing the USB port to be disabled after some time for power conservation.

[rayryan64]

Thanks for the help! Im actually making some progress..

 

I found a thread somewhere that said to recycle power on both the pc and helix and not just shut down and turn back on so I shut both units down and removed the power cables and eveything else and pressed/clicked on their power buttons to remove any left over power then fired them back up and now my pc recognizes the helix in the back usb ports.

Evey thing seemed to be working fine for a number of hours which was a huge relief but then hx edit did disconnect from helix after a few hours. The good part was that the helix did not disconnect from the pc. I could still see the driver in the device manager and I was not getting an error that the "usb device is not recognized" which is good.

 

I did however click on the driver in the device manager and clicked on properties and the driver said that it Driver version 1.0.0.7 So i figured that the old driver wasnt over written during the update. So i decided to download version 1.97.0.2 because i see that it corrects a number of windows 10 issues and install that. The problem is that I it still shows up as 1.0.0.7 driver date 12/7/2020 after installing 1.97.0.2 even after i tried to uninstall the device and remove the driver. Is this normal? This may be the whole issue that I need to remove the old driver but it wont go away. I am disconnecting the helix from the pc when trying to remove the driver.

[DunedinDragon]

I don't think the driver is your problem since that's the same driver I have on my PC and it's working fine.

[rayryan64]

   OK so last update on this hopefully! I'm just posting this in case someone else runs into these issues. Hopefully this will help. Ive been using line 6 stuff for awhile now and I noticed I had a lot of old drivers that were never removed still loaded... Including firehawk stuff.. which my go to amp was "Brit 45" I remember I unpacked that thing and in a few short hours after screwing around with a preset I was on stage lovin life lol

 

  Anyway the more i deleted and uninstalled the better things seemed to get. I got it to the point where the computer wasn't disconnecting the helix every 2 minutes by saying "USB DEVICE NOT RECOGNIZED" but HX EDIT was still disconnecting from the HELIX periodically but I could still see the driver in the Device manage unlike before when it would say Unknown device or whatever..

  So i backed everything up as much as possible, Uninstalled everything line 6 and did a "Reset this pc".  I was tempted to choose "Remove everything" but chose "Keep my files". I figured if it didn't workout then I would go full reformat. After that i downloaded the HX 3.61 update and installed everything listed in the bundle. Once I did that I fired everything up and it gave me connection issues! ugh!

I looked at all the divers and stuff that it installed and I saw A driver for HX STOMP. I figured I don't need that so I uninstalled that and restarted and Ive been stable ever since! Been a few days now.. WHEEEEW!

I am going to give it a few more days before I install my Pod go.

 

Thanks everyone for your input!

[TommyTwoTap]

I just installed HX Edit 7.0. It says "No Device Connected". I did the following:

 

* Reboot Helix LT.

* Reboot the PC and applied some updates for Windows that were pending. 

* Checked HX Edit version. Is 7.0.

* I have a USB Hub, but generally don't plug the Helix into it. I am not plugged into it now. 

* Updated the Line6 Updater. It's now at version 1.28.

* Verified that the drivers are working properly for the Helix LT. 

* Checked in Line 6 Updater to verify that it can recognize the Helix LT. It knows the version is 3.6. That is the version on the Helix LT.

* Verified that I can get sound from the PC over USB through the Helix. It works. 

 

There only anomaly is that HX Edit can find the device. My current thought is there is something not working in HX Edit. 

 

I could probably update the Helix LT with the Line 6 Updater, but I want to make a backup first, so I won't move forward until I fix the issue in HX Edit. 

 

Any thoughts appreciated. Tom

[datacommando]

On 11/16/2023 at 8:54 PM, TommyTwoTap said:

I just installed HX Edit 7.0. It says "No Device Connected". I did the following:

 

* Reboot Helix LT.

* Reboot the PC and applied some updates for Windows that were pending. 

* Checked HX Edit version. Is 7.0.

* I have a USB Hub, but generally don't plug the Helix into it. I am not plugged into it now. 

* Updated the Line6 Updater. It's now at version 1.28.

* Verified that the drivers are working properly for the Helix LT. 

* Checked in Line 6 Updater to verify that it can recognize the Helix LT. It knows the version is 3.6. That is the version on the Helix LT.

* Verified that I can get sound from the PC over USB through the Helix. It works. 

 

There only anomaly is that HX Edit can find the device. My current thought is there is something not working in HX Edit. 

 

I could probably update the Helix LT with the Line 6 Updater, but I want to make a backup first, so I won't move forward until I fix the issue in HX Edit. 

 

Any thoughts appreciated. Tom

Hi, Tom,

 

A couple of things - NO, you didn’t install HX Edit version 7.0 - that doesn’t exist. You mean v3.70 surely.

 

Next - you want to make a back up of the stuff from your LT which now doesn’t show up over USB. 

 

Well, you must have been connected to your Helix LT when HX Edit detected the update was available. Then when you have the latest HX Edit installed the first thing you are prompted to do before going any further is to create a backup of your entire device. Once you have done that, you can commence the update. You must have bypassed that option?

 

I’m a little confused as to why you mention the Line 6 Updater Utility and that you are checking your device is available (which you say it is). At no point in the installation routine does it mention the need for you to run the Updater tool. The Updater is generally a final resort for disaster recovery. You should never have both the Updater and HX Edit open at the same time, this is probably the reason that HX Edit fails to see your device!

 

Anyhow - first rule of Helix is always work on a copy (fail safe) - you do have a recent backup don’t you?

 

You might want to read this but as it is from and earlier update recovery, simple change an the version numbers in the post to the very latest ones.

 

 

Hope this helps/makes sense.

 

[TommyTwoTap]

Hello DataCommando, 

 

I appreciate the response. You can call me Shirley anytime. ;) 

 

You are correct, I misspoke: I was referring to 3.7 when I said 7.0. My brain saw the 3 as redundant and disregarded it. 

 

You are again correct: The directions do not mention the updater. I was checking that the device was visible via USB. It is. Multiple functions work through USB (speakers attached to the XLR outputs are available and work, and the Line6 Updater sees the device). My purpose in opening the updater was to verify the connection. HXEdit does not see the device whether the Line6 Updater is open or not. So, the Line6 updater being open is not the cause of HXEdit not seeing the device. 

 

I have tried many troubleshooting steps including: 

* Rebooting the PC & the Helix, varying the order of reboot. 

* Changing USB ports to which the Helix is attached. 

 

Here's the punchline: I have another PC with HXEdit installed. I connected the Helix to that PC and it does recognize the device. The first PC still does not recognize the device. My best theory is that something happened during the installation that messed with the drivers. I am going to reinstall and see if that fixes it. 

 

BTW, I do have many backups of my Helix at various stages in development of my patches. I did not get to the point of getting prompted for a backup. I would always take that option. I have put in a lot of work. 

 

I appreciate the response. 

 

Best, Tom

 

PS. I decided to wait to submit this until I had reinstalled and got results. It's working again. I suspect it was the drivers. Again, thank you for the feedback. -Tom

 

[datacommando]

On 11/18/2023 at 12:02 AM, TommyTwoTap said:

It's working again. I suspect it was the drivers.

Hi, Tom,

 

Yay!
 

Solved!

 

You get used to this sort of stuff, especially having owned a Helix since 2015. You generally find that after every firmware update there is a spate of “Update bricked my Helix” posts. It is not in the interests of Line 6 to screw stuff up, and when you been around here a while you come to realise that there are many other things that create this chaos. As you have found, this can include having both HX Edit and the Updater open at the same time, bad USB cables and connections, bad internet connections, drivers, fluff in your mouse or keyboard and a myriad of other nonsense things that often boils down to user error and failing to read the Release Notes.

 

Good to know you got up and running - enjoy the new stuff in 3.70.

 

Shirley, you ain’t the first, and definitely won’t be the last to have fallen foul of these damnable traps for the unwary.

 

“Cigarette?”

”Yes it is!”

(and a million other Leslie Nielsen quips)
 

Regards