H9000 will not update

Questions : 1. Is there supposed to be a USB connection from the unit to my computer during the update ? The instructions say nothing about this.

                   2. When I download "USB Installer for H9000" and then copy to a USB drive formatted to FAT32 file system : Is this the update? What am I supposed to do with this USB drive? The instuctions DO NOT specify.

Again it is apparent that I am new to this stuff and any assistance is greatly appreciated.

Hi,

1. No, this isn't necessary.  The USB B port (the square one on the back that can be connected to the computer) is just for audio and MIDI.

2. To install an update using a USB drive, download the USB Installer, which is a zip file, then extract the two files from the zipfile onto the USB drive.  When that's done, eject the drive from your computer, and plug the drive into one of the USB A ports (the rectangular ones) of the H9000.  (There are two on the front and two on the back).  Power up the unit while holding down both the check and X keys, which will start your H9000 in update mode.  (This will take a while, and the screen will be blank while it starts up).  Then there should be on-screen instructions.

Note: we haven't updated the version of the USB installer on the website to the latest release yet.  You will want version 1.1.5, which you can download from here:

https://share.eventide.com/wl/?id=Gr8fjrsoih0BoSuCCWL6wJzOkDCUAnjV

Did you already try updating it over the network?  If you navigate to the Software Update page in SETUP mode, do you see a list of available releases?  If that works for you, it's easier than going the USB route.

Please get in touch at support@eventide.com if you need more help.

I know this is an old post but I’ve just received my H9000 today and I get this exact same issue. How did you manage to resolve it?

Thanks,

Using a MacBook Pro with Catalina version 10.15.6. H9000 is version 1.2.2 and emote is 1.3 so they can’t talk to each other. This is my second H9000 unit as the first was faulty and I was able to update the previous unit fine. So I know it’s not an issue with my laptop or WiFi.

I have installed the 1.2 version of Emote and it does now connect to my H9000 so I can at least now use the hardware in my DAW which is a good first step. But the Emote software will still not allow me to update the H9000. If I click on the updates button in Emote, I get a screen/box saying software update but it is blank. See screenshot. What do you suggest now? Do I have to sent the unit back and get my third h9000? Not a great advert for the company…

(I haven’t yet had a response to my email support ticket that i generated yesterday).

Thanks,

Jon

Hi Jon, are you connected to a wifi network? It’s possible the H9000 is not able to access the updates. You can verify on the H9000 itself if you press the Setup button, use the arrows to navigate to Network, and see if the machine is connected to your studio’s wifi network. Every Session that is created can have its own Network preferences, so it’s possible the one you’re using might not be using the internet.

Yes. I am connected to wifi. The fact that the Emote VST can control the H9000 is evidence that they are working (as they can only work over wifi I believe). Anyway, just tried again after a break and it has just worked! Did nothing different. Can’t help but wonder if this was an issue on the Eventide server…

Anyway, happy that it is all working now. Up to date hardware and Emote. All talking together. Now just have to learn the 8,000 algorithms!

Thanks for your help.

I know this is an old post but I've just received my H9000 today and I get this exact same issue. How did you manage to resolve it?

Thanks,

Hi, can you give some more information about your setup? Are you using Windows or Mac? 

What version of Emote and H9000 software are you currently running? 

If you’ve tried updating already and got the same error that was listed above then please contact support@eventide.com

Hello,

I might have just responded to your support ticket, please let me know if you received the email. 

In terms of updating. your H9000, can you try installing the 1.2 version of Emote so that it is compatible with your H9000? This way, you can connect succesfully and you can update your H9000 to 1,3 from there. 

You can install the correct version of emote (1.2) Here: https://www.eventideaudio.com/support/product/14445/installers

Hope this helps! 

Splendid! I’m glad it’s working now and you’ve updated.

There are various ways you can connect to the H9000 – Using the provided wifi dongle and creating a local access point, via Wifi, and using Ethernet. However, only connecting to the actual internet will allow a user to find the updates.

I have some Sessions where I use a hardwired Ethernet connection with my laptop when I’m performing, and others programmed to use wifi when I’m at home in my studio. If I forget to load the Session with the right Network settings, I may run into the situation you had here.

Eventide is aware of this and working on a solution to have Emote communicate needing to connect to the internet.