Unable to update H9’s

[lmlyons]

Hello all,

I have not needed to update my H9’s since the begining of this year.  I decided I want to try Sculpt out since I have a bit of time, fired up the i-PAD (IOS 10.1) that I have been using for the past two years.   H9 control easily sees all three, not a problem and is updated to the recent version (2.7.8).   The connection routine spotted that there was a newer version for the H9s and of course prompted me to make the change.   I selected yes, and at this point in the routine, it got dodgy….  

The routine started the process – went into checking space required.   It then warned me that there was no connection after X failed attempts (I don’t remember the number). I cancelled.  Thats ODD – why would it see the device, then not see the device…   So,  I tried another device (I have three).   Same thing happened and I canceled.  

I turned the i-PAD off, then back on to see if re-setting the bluetooth hardware on the i-PAD might help.  When the i-PAD came back up, I went into settings and tried to re-establish the connections to each of the devices.  Then a really odd thing happened.   The registration for each H9 was no longer in the i-PAD so, I re-registered each of the devices.   Thats never happened.   I have a few other audio products that have i-PAD apps, and figured I would test the i-PAD – I tried connecting to a CS18 controller and an RM32 stagebox  – nothing odd happened there. It connected multiple times, no registration loss.  Thats fine anyway – they are registered.  Just thought I would bring it up for trouble shooting.

Anyway – I thought I would just try the update with only one device active and connected via bluetooth. Same thing, H9 control sees the H9, starts the process, then stops after it gets through calculating size..

So – what might I try to get through this?

Thanks and take care,

 

LL

 

[nickrose]

You may have some kind of Bluetooth issue. Is there any way you can do it by USB ?

Or, you say you have multiple H9's. Does this apply to all of them, or just one ? If the latter, you should send it in.

 

 

[lmlyons]

 

You may have some kind of Bluetooth issue. Is there any way you can do it by USB ?

Or, you say you have multiple H9’s. Does this apply to all of them, or just one ? If the latter, you should send it in.

 

Thanks Nick – Hope this helps – First, I have three devices, its all three.   I have tried each, one at a time – wthout the others turned on. I have also tried a second i-PAD (mini) now with same OS as listed above.  Same results.  Second,  why do the all the devices respond to H9 control, meaning I can register them with Bluetooth, and control them with H9 Control on each i-PAD.  Third, this is a production system that I would like to keep updated via i-PAD. I have an i-PAD on stage with me during sound check, and its far more convenient than lugging around a PC.  I can certainly do a USB update, but could we try to resolve the i-PAD connectivity itself if thats OK?   Thats more important to me than sculpt at the moment.   I know theres an answer, and it could very well be the operator..  :o) 

I wonder if the timeout is in response to the wifi connection trying to download the setup file for the H9 itself?

 

 

 

[gkellum]

lmlyons wrote:

 I can certainly do a USB update, but could we try to resolve the i-PAD connectivity itself if thats OK?   Thats more important to me than sculpt at the moment.   I know theres an answer, and it could very well be the operator..  :o) 

Well, we've actually been hearing about this problem for about a year or so now.  It only seems to happen with iOS devices connected via Bluetooth.  We had two people who were experiencing this problem send in their H9s for us to take a look at, and in both cases we tried to reproduce the problem with every iOS device that we could get our hands on, but we were never able to reproduce it.  So, it seems to have something to do with either the iOS device being used or the power supply rather than the H9 itself.  How are you powering your 3 H9s?  Are you using the supplied Eventide power supplies (if so what kind and in what country) or something else?

Every person who has had this problem has been able to update via USB.  So, unfortunately, that's what we've been telling people to do when this problem arises.  You can connect an iPad to an H9 via USB as well using Apple's camera connection kit although of course it's not as convenient to do things that way.  It would be interesting to know though if you could update in this manner.

lmlyons wrote:

I wonder if the timeout is in response to the wifi connection trying to download the setup file for the H9 itself?

No, that would have give you a different error message.  It downloads the entire set-up file at the beginning and checks it to make sure it downloads correctly.  If a problem occurs in that stage, the error message would clearly explain that's where things went wrong.

[lmlyons]

gkellum wrote:

lmlyons wrote:

 I can certainly do a USB update, but could we try to resolve the i-PAD connectivity itself if thats OK?   Thats more important to me than sculpt at the moment.   I know theres an answer, and it could very well be the operator..  :o) 

Well, we’ve actually been hearing about this problem for about a year or so now.  It only seems to happen with iOS devices connected via Bluetooth.  We had two people who were experiencing this problem send in their H9s for us to take a look at, and in both cases we tried to reproduce the problem with every iOS device that we could get our hands on, but we were never able to reproduce it.  So, it seems to have something to do with either the iOS device being used or the power supply rather than the H9 itself.  How are you powering your 3 H9s?  Are you using the supplied Eventide power supplies (if so what kind and in what country) or something else?

Every person who has had this problem has been able to update via USB.  So, unfortunately, that’s what we’ve been telling people to do when this problem arises.  You can connect an iPad to an H9 via USB as well using Apple’s camera connection kit although of course it’s not as convenient to do things that way.  It would be interesting to know though if you could update in this manner.

lmlyons wrote:

I wonder if the timeout is in response to the wifi connection trying to download the setup file for the H9 itself?

No, that would have give you a different error message.  It downloads the entire set-up file at the beginning and checks it to make sure it downloads correctly.  If a problem occurs in that stage, the error message would clearly explain that’s where things went wrong.

I can certainly try to find a camera connection kit..   I will repost after I do.   Interesting that everything worked on both i-PADS till the last update though.   I know there can be a lot of changes on Apples side and yours.   We will eventually figure it out..  Take care.

 

[lmlyons]

Nick,

I forgot to add – they are powered using the Eventide supplied power supply.  I have those plugged into a power line conditioner.  It is currently registering 121 volts.

Take care

 

Lance

[lmlyons]

I forgot,  I also have an iPhone.  It has version 10.03 I beleive.  The other two devices have 10.1    –   It is connected and downloading firmware as I write.   The iPads are an Air2 and a first year mini iPad.   Not sure if that means anything.   Anyway – I beleive I have an option for now, and Nick – I appreciate you, the entire team, and the products you create that help me be more creative and sound so darned good.

 

Take care

 

LL

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