H90 Control app no longer seeing H90

[headfirstonly]

I’ve emailed support about this, but posting it here as well in case someone has encountered the same problem and has a fix: my H90 Control software (running under Windows 10, 22H2) is no longer connecting to my H90. Instead, it displays the message “Timeout waiting for response: Expected Response ID(0x71)!”

If I place the H90 in recovery mode, the unit displays “H90 Recovery v1.0.1” and the PC opens a Windows Explorer window in which I can see three files:

h90-1.5.7.os,

(serial #)-h90-1.5.7.220.bam and

(serial #)-h90-1.5.7.pak

together with a log file directory containing six .txt files numbered 0 to 5. I can read the text files fine.

I have tried reinstalling the software, I’ve tried using two USB cables in addition to the factory-supplied one, and I’ve even done a fresh install of the control software on a different PC with no other USB devices connected to it. And it’s plugged in directly to the PC, not via a USB hub. I get the same results every time. Other than this, the unit appears to be working fine, but I use H90 Control a lot, and I could do with restoring it to working order.  The only thing I haven’t tried yet is a factory reset. Anyone got any ideas?

Chris

[Lorpal]

Had this happen to me – remove your h90 and re add it – might work for you, it did for me

[headfirstonly]

Thanks for the suggestion. I tried that, but it didn’t help.

[sciamu]

I’m experiencing the same problem.

A windows pops up telling

“Add Device

Timeout waiting for response:

Expected Response ID(0x71) !”

Frustrating… 🙁

[turretboard]

I have the same issue. I’ve been in contact with Customer Support for that reason for quite a few days.
On day one of owning the H90, the unit was connected to the Control App with no issues. When I disconnected them, I plugged the MC-6 Pro to change the bank layout and returned to H90; after, it refused to link. I have removed the H90 from the app to add it again, but that didn’t work. I have done several things, including Windows restore to the time before I started having connection issues (Windows 11 Home edition), Reinstalled the H90 app several times, updated Windows twice, restarted the computer more times than I can remember, disabled the VPN, the AntiVirus, any apps or hardware using the USB connection. Nothing works. Funny enough, the Control App on my son’s computer works just fine. My H90 has the latest software, and the Control app is the newest. I don’t know what else I could do. I thought of posting here asking for anyone’s ideas, but I’m still in contact with Jerome, who is trying his best. I know the issue is with the developers, who previously stated that another device or software claims the USB, hence the connection issue. But I don’t use any other USB stuff, no DAW or anything else.

[headfirstonly]

Thinking about this further, I’ve just realised that I will not be able to update the H90 firmware to a newer release until the H90 Control app is fixed, because the H90 Control app does the updating.

That’s kind of important from a support perspective.

[Godin1976]

I have the same problem 🙁

[tsternfeld]

@Godin1975 Are you in touch with Eventide support (support@eventide.com)?  They can walk you through some troubleshooting, and will be able to report back information about your setup that could help us identify this issue.

[turretboard]

Update

I made it work by completely de-installing the Antivirus (turning off the shield didn’t help). H90 Control let me add the H90 and use the app as intended. It only partially resolves the issue, as I want essential protection on my computer more than access to H90 Control.

[tsternfeld]

What antivirus software are you using that you saw the issue?

[turretboard]

tsternfeld wrote:

What antivirus software are you using that you saw the issue?

 

It’s Avast One Freeware

[tsternfeld]

Have you tried whitelisting the H90? https://businesshelp.avast.com/Content/Products/AfB_Management_Consoles/ConfiguringSettingsandPolicies/USBProtectionExclusions.htm

[sciamu]

I’m using Avast Premium Security instead, but there is no function that can exclude USB protection (I think only the business version has it).

This problem never happened with H9 Control and  didn’t happen with H90 Control until recently, and it looks like I’m not alone experiencing it out of the blue

[tsternfeld]

Well, if you didn’t update your H90 or H90 Control, then the only thing that’s left is your antivirus software having had an update that is preventing your H90 from working.

I’d suggest checking your update history; I’ll bet that you recently received an update to the software that triggered this.  Perhaps check in with Avast’s customer support.

Alternately, maybe there is a hint as to what the issue is in the antivirus logs; see here: https://businesshelp.avast.com/Content/Products/General_Help/LogLocations/BaseAntivirusLogs.htm for locations.

[sciamu]

I will contact Avast support hoping that they will be able to help, since I’m not able at all to read in the logs clues about the issue.

The thing is that I have quite a bunch of effects that I connect by USB and edit with a PC editor but I’m not having issues with them.

[tsternfeld]

I’m not a customer of theirs so I can’t get through their support flow, but if you can convince someone to get in touch with us (via support@eventide.com) we’re happy to work with them to resolve the issue.

[sciamu]

Hi, I have some news – not good ones, actually –  about the issue.

I’ve been in contact with Avast Support and in a remote session the operator did all the trubleshooting but the problem still persist, and only uninstalling was solving it.
The guy escalated the issue to the team that will check the log file. He also asked if you have spotted what makes H90 Control to conflict with the security application.

I will keep you updated.

[tsternfeld]

Thanks for the update!

We can’t see any errors or issues coming from the antivirus software, so there has been no progress on our end.  We currently think that a software update they pushed in September or early October is causing the problems, but there is no way for us to troubleshoot that.

For what it’s worth, AVG/Avast (and third-party antivirus software in general) have a long history of causing problems with USB devices, including MIDI.

If you are in touch with someone on their support team, please see if they can contact us at support@eventide.com.  We have a test setup that can reproduce the issue and would be happy to work with them to work out what’s going on; until we hear an actual answer we can’t tell you why their software is suddenly causing problems.

In the meantime you can to rest assured that the antivirus software that comes with your OS (Windows Defender), if properly configured, will protect your computer without breaking your devices.

[headfirstonly]

We have a winner!  I can confirm that it is indeed Avast that’s breaking things. Disabling its shields doesn’t help matters, but uninstalling it completely returns the H90 Control app to normal operation. I’ll give them a shout and ask them to liaise directly with you guys.

cheers

Chris

[headfirstonly]

Avast only offer a “premium” support service, which is beyond cheeky when it’s their product breaking things, so I’m out. It’s been uninstalled with extreme prejudice.  AVG free antivirus appears to be identical to Avast and breaks the H90 control software in the same way, but after extensive testing I’ve switched to Avira’s free service, which plays nicely with the H90. Sorted!

[tsternfeld]

I’m glad to hear it’s resolved for you.  We’re setting up a PC to test with here so we can see if there’ s another workaround, but uninstalling the antivirus looks like the best option at the moment.

[sburkart]

Yep, I had the same issue, deleted Avast and Control connected properly. Sheesh…

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