Can you test this easy sequence to reproduce a "-33 Boot Failure"

[edding]

Hello,

 

Can you try this sequence to check if you also get a -33 boot Failure error?

1- Select any preset using Hex editor (It works also with a new blank preset adding any block to the path)

2- Switch off the Helix Floor

3- Switch on the Helix Floor without Disconnect the USB and without close Hex editor

-> The -33 boot Failure error appear.

 

The unit still showing this -33 error a few times more even if I disconnect the USB.

I Need to power cycle off/on 4 or 5 times more to boot normally.

 

I Think i have faulty unit. Sometimes during the rehearsal it loose the output signal. After this situation I restart and I always get a -33 error. I need to restart at least 4 or 5 times more to get the unit working again (as in the previous sequence).

In the rehearsal I use reaper to send midi clock and Hex Editor to change some parameters of some presets.

 

You will help me reproducing the sequence in order to know if I need to send this unit to repair.

 

Thanks!

 

 

[silverhead]

What computer and OS are you using? What version of Helix firmware, HX Edit, and Line 6 driver(s) are you using? Trying to reproduce this behaviour with anything else is meaningless.

 

Or… you could download and install the latest version of everything (known to be compatible) and see if the problem persists. I suspect this is systems compatibility issue with your specific setup. Otherwise it would be a well known bug. I don’t think there’s any reason to believe it’s a hardware issue at this point.

[datacommando]

On 8/2/2024 at 7:11 PM, edding said:

You will help me reproducing the sequence in order to know if I need to send this unit to repair.

Hi,

 

I don’t know of any good reason why you would ask some one to deliberately put their piece of expensive hardware into a “failed state”?

 

Reading through your “sequence”, it seems to me that this is a self inflicted USB glitch. 

1. Why would you want to power down your device while it is still communicating over USB via HX Edit?
2. It is a known fact that HX Edit CANNOT CONNECT TO A UNIT IN A “FAILED STATE”.

I would think that you may need to reinstall the latest firmware by using the Line 6 Updater Utility.

 

O.K. Let’s try this - while the Helix is powered down, disconnect the USB from your computer and the Helix for about a minute, then reconnect them. DO NOT USE A USB HUB!

 

Power up the Helix while holding down FS6 & 12. This should put you into Fail Safe Update mode. 

 

Next make sure that HX Edit is not running as it will interfere with this rescue attempt. Remember - HX Edit cannot connect to a device in a “Failed State”. Now launch the Line 6 Updater Utility v.1.28 and if it can see your Helix as a USB device, you can use this to re flash the latest v. 3.71 firmware. (Note: This routine has previously succeeded in fixing a -33 issue on a HXFX)

 

Hope this helps/makes sense

 

Also check this:-

 

 

[rwandering]

On 8/2/2024 at 4:49 PM, datacommando said:

I don’t know of any good reason why you would ask some one to deliberately put their piece of expensive hardware into a “failed state”?

 

Word.

 

On 8/2/2024 at 11:11 AM, edding said:

I Need to power cycle off/on 4 or 5 times more to boot normally.

 

If cycling power several times resolves it, I don't see how the unit is faulty or even damaged . . . but 1 power cycle should be sufficient if enough time has passed between off than on.  

 

[edding]

On 8/2/2024 at 8:24 PM, silverhead said:

What computer and OS are you using? What version of Helix firmware, HX Edit, and Line 6 driver(s) are you using? Trying to reproduce this behaviour with anything else is meaningless.

 

Or… you could download and install the latest version of everything (known to be compatible) and see if the problem persists. I suspect this is systems compatibility issue with your specific setup. Otherwise it would be a well known bug. I don’t think there’s any reason to believe it’s a hardware issue at this point.

Tried in two different computers. Windows 10, latest Hex Edit/Drivers.

Tried two firmware 3.70 and 3.71. I downgrade and update this firmware 4 times.

Sometimes in the rehearsal the Helix floor connected to both Hex Editor and Reaper crash. So I need to cycle power off/on.

Im tring to debug what happen before to send it to repair. So I made this easy test at home after a fresh Factory Reset.

[edding]

On 8/3/2024 at 1:49 AM, datacommando said:

Hi,

 

I don’t know of any good reason why you would ask some one to deliberately put their piece of expensive hardware into a “failed state”?

 

Reading through your “sequence”, it seems to me that this is a self inflicted USB glitch. 

1. Why would you want to power down your device while it is still communicating over USB via HX Edit?
2. It is a known fact that HX Edit CANNOT CONNECT TO A UNIT IN A “FAILED STATE”.

I would think that you may need to reinstall the latest firmware by using the Line 6 Updater Utility.

 

O.K. Let’s try this - while the Helix is powered down, disconnect the USB from your computer and the Helix for about a minute, then reconnect them. DO NOT USE A USB HUB!

 

Power up the Helix while holding down FS6 & 12. This should put you into Fail Safe Update mode. 

 

Next make sure that HX Edit is not running as it will interfere with this rescue attempt. Remember - HX Edit cannot connect to a device in a “Failed State”. Now launch the Line 6 Updater Utility v.1.28 and if it can see your Helix as a USB device, you can use this to re flash the latest v. 3.71 firmware. (Note: This routine has previously succeeded in fixing a -33 issue on a HXFX)

 

Hope this helps/makes sense

 

Also check this:-

 

 

 

Im trying to debug if I have a broken hardware or this error '-33' is a normal use case. 

Randomly the helix floor crash in the rehearsal. I need to power off/on after a crash. Its always connected by USB to a Hex Editor and a DAW for Midi clock.

It's always reboot with a '-33 error code' after a cycle power off/on when crash and connected by USB.

The crash consist in no Output signal in Main and/or Send Output. Rarely the crash is a high pitch noise.

I tried to reproduce at home the use case before send to repair and I saw I can reproduce this '-33' before crash only cycle Power off/on while connected by USB to HEx Editor.

Tried both 3.70 and 3.71 several each of thems. Tried also any possible Reset combination of footswitch in a fresh update (or downgrade).

 

 

 

[edding]

On 8/3/2024 at 2:01 AM, rwandering said:

 

Word.

 

 

If cycling power several times resolves it, I don't see how the unit is faulty or even damaged . . . but 1 power cycle should be sufficient if enough time has passed between off than on.  

 

The number of reboots to have a normal boot without failure is random. sometimes 2, sometimes 8.... I put 4 or 5 as a average.

This number of reboots needed is even without any USB connected.

Having a random number of reboots to start some hardware sounds like something of hardware is failing to me, but I wanted to assure how this '-33' error code is normal for the rest of units.

 

[silverhead]

Open a support ticket.

[datacommando]

On 8/3/2024 at 9:10 AM, edding said:

Im trying to debug if I have a broken hardware or this error '-33' is a normal use case. 

 

HI, again,

 

By now you should have realised that "-33" is NOT a normal use case.

 

IIRC, I have only encountered this error once before with someone updating a HXFX device. The OP followed my advice at that time, and the issue seemed to be solved in his case.

Here's the link.

 

 

There is a whole world of USB voodoo that has been discussed at length, in this, and other forums across the interwebs.

 

Rather than continuing down the road of repeatedly rebooting your hardware, and possibly causing even more damage, raise a ticket with Customer Support.

 

Hope this helps/makes sense

[edding]

 

Thank you everyone.

 

Support service pointed to a Hardware Issue.