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H9000 won't boot with wireless dongle inserted

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robert
Joined: Sep 7 2010
Posts: 32

H9000 won't boot with wireless dongle inserted

robert
May 08, 2021 - 09:04 am

Hi all,

Checking out a brand new H9000 rev G running the latest 1.3.0[10] software, to replace my trusty H8000FW.

My device will simply NOT boot with anything plugged into any of the 4 USB sockets. I tried both the provided wireless dongle and/or the provided thumb drive. I mostly only see the black screen. Sometimes I get the splash screen, which goes dark again, and nothing happens. It stays this way for *minutes*, and after 3+ minutes I give up.

Rebooting the device with the USB stuff taken out works (though sloooowwww), and inserting the USB dongle/drive once running works too.

Is this normal, or do I have to return the H9000?

 

Thanks, Robert

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joeydego
Joined: Jul 23 2014
Posts: 229
joeydego (My Eventide Gear)
May 08, 2021 - 02:07 pm

robert wrote:

Hi all,

Checking out a brand new H9000 rev G running the latest 1.3.0[10] software, to replace my trusty H8000FW.

My device will simply NOT boot with anything plugged into any of the 4 USB sockets. I tried both the provided wireless dongle and/or the provided thumb drive. I mostly only see the black screen. Sometimes I get the splash screen, which goes dark again, and nothing happens. It stays this way for *minutes*, and after 3+ minutes I give up.

Rebooting the device with the USB stuff taken out works (though sloooowwww), and inserting the USB dongle/drive once running works too.

Is this normal, or do I have to return the H9000?

 

Thanks, Robert

The normal boot process is famously slow. Probably 60 seconds. This does not sound like normal behavior. I keep the wireless dongle plugged in and it boots fine. I'm sure support will chime in. 

robert
Joined: Sep 7 2010
Posts: 32
robert
May 09, 2021 - 08:15 am

Some new info, and I think now that half of my USB ports are broken.

I'm running the latest 2.0 beta now, and found that the machine will boot with a USB device plugged into any of the ports. I did learn though that the wifi dongle would only be detected from the lower front panel USB port on the H9000. Weird.

I just did a test with the provided USB thumb drive, and here are the results:

  • Plugged into front panel TOP USB socket: no response (NO orange light in the thumb drive, no nothing).
  • Plugged into front panel BOTTOM socket: response (orange light + USB STORAGE CONNECTED).
  • Plugged into back panel TOP socket: response (orange light + USB STORAGE CONNECTED).
  • Plugged into back panel BOTTOM socket: no response (I DO get orange light here, but no further response).

Note how the two sockets that do not work have different behaviour. The front panel top socket doesn't respond at all. The back panel bottom socket though DOES give me the orange light on the thumb drive, so the socket seems more alive. 

I really hope this is software, but I'm afraid this is my hardware and the device has to be returned. Eventide, please advise. 

Thanks, Robert

Eventide Staff
jbamberg
Joined: Aug 22 2011
Posts: 246
jbamberg
May 09, 2021 - 11:31 am

robert wrote:

Some new info, and I think now that half of my USB ports are broken.

I'm running the latest 2.0 beta now, and found that the machine will boot with a USB device plugged into any of the ports. I did learn though that the wifi dongle would only be detected from the lower front panel USB port on the H9000. Weird.

I just did a test with the provided USB thumb drive, and here are the results:

  • Plugged into front panel TOP USB socket: no response (NO orange light in the thumb drive, no nothing).
  • Plugged into front panel BOTTOM socket: response (orange light + USB STORAGE CONNECTED).
  • Plugged into back panel TOP socket: response (orange light + USB STORAGE CONNECTED).
  • Plugged into back panel BOTTOM socket: no response (I DO get orange light here, but no further response).

Note how the two sockets that do not work have different behaviour. The front panel top socket doesn't respond at all. The back panel bottom socket though DOES give me the orange light on the thumb drive, so the socket seems more alive. 

I really hope this is software, but I'm afraid this is my hardware and the device has to be returned. Eventide, please advise. 

Thanks, Robert

Thanks for the thorough troubleshooting.  I'm sorry to say that this sounds like a hardware problem, perhaps an issue with the internal USB hub.  If you haven't already, please contact support@eventide.com and refer them to this thread.  This will create a support ticket in our tracking system, and they will advise you further about RMA details.

robert
Joined: Sep 7 2010
Posts: 32
robert
May 09, 2021 - 12:04 pm

Will do, thanks.

Robert