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H9 will not Connect to New Macbook Pro Sierra

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mkravit
Joined: Feb 1 2015
Posts: 8

H9 will not Connect to New Macbook Pro Sierra

June 23, 2017 - 08:36 am

Receved a new MacBook Pro running Sierra V. 10.12.5.

Neither of the H9's I own are recognized in the Bluetooth Utility. That is, they don't even show up in the dialog box. Tried rebooting the MacBook, turning bluetooth on and off at both the Macbook Pro and the H9's,  and everything else I can think of. 

 

They do however connect via USB to the MacBook and to my iPad via Bluetooth.

Need this working as soon as possible as it's a pain to not be able to use my MacBook Pro.

 

Mike

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silver_mica
Joined: Nov 5 2015
Posts: 19

I have similar problem.  I've

(My Eventide Gear)
November 19, 2017 - 06:00 pm

I have similar problem.  I've been using Control with my iPad Air 2 for a couple of years - works well with both of my H9 pedals connected via Bluetooth simultaneously.   Recently I installed Control on my 2015 MacBook Pro running Sierra 10.12.6 - but was never able to connect to either pedal. Only one of two pedals show up in the blue tooth area of my MacBook (System Preferences --> Bluetooth).  When I try to connect to the available bluetooth I get an error.   I have two MacBook Pro laptops each running Sierra and neither MacBook could connect to any of my H9 pedals.   

mkravit wrote:

Receved a new MacBook Pro running Sierra V. 10.12.5.

Neither of the H9's I own are recognized in the Bluetooth Utility. That is, they don't even show up in the dialog box. Tried rebooting the MacBook, turning bluetooth on and off at both the Macbook Pro and the H9's,  and everything else I can think of. 

 

They do however connect via USB to the MacBook and to my iPad via Bluetooth.

Need this working as soon as possible as it's a pain to not be able to use my MacBook Pro.

 

Mike

mkravit
Joined: Feb 1 2015
Posts: 8

This is exactly my issue.

November 20, 2017 - 05:01 pm

This is exactly my issue.

In fact, I brought both H9s to my office and tried to connect to 5 different iMacs. Same issue.
In my mind, Eventide is not stepping up to the plate to resolve this issue. They just say the same thing about reading their Bluetooth issue faqs.

I sold two of my three h9s because of this. I would love to repurchase but I really need a resolution to this problem. Every other Bluetooth device I tried works perfectly including earphones, TVs and speakers.

Mike

gkellum's picture
Eventide Staff
gkellum
Joined: Mar 2 2011
Posts: 2013

mkravit wrote:

November 20, 2017 - 06:03 pm

mkravit wrote:

In my mind, Eventide is not stepping up to the plate to resolve this issue. They just say the same thing about reading their Bluetooth issue faqs.

Well, you have to keep in mind that we're using Apple's recommended Bluetooth chip, and it's Apple's OS that isn't finding the Bluetooth chip when you scan for it.  Our own hardware, the H9, and our software app, H9 Control, aren't involved in anything that's happening at that level.  The discovery and pairing is handled by the firmware of both Bluetooth chip's microcontrollers.

What we can do and what we have suggested to other people who've experienced this problem is we've asked them to create a log of their Bluetooth chips activity so that we can submit it in a bug report to Apple.  If you can do so, please email me the log at my username plus @eventide.com.  The Bluetooth logs are quite large.  So, you'll need to use a free service like wetransfer.com to send it.

Here are Apple's instructions for creating such a log:

Bluetooth Logs For issues with Bluetooth on macOS, please follow the instructions below to gather logging.

1. Execute this command in Terminal.app (/Applications/Utilities/) while the issue is occurring:

sudo /System/Library/Frameworks/IOBluetooth.framework/Resources/BluetoothReporter

(Be patient. This command will take around five minutes to execute.)

2. Attach the BluetoothReporter diagnostics .zip archive that will be found on the Desktop to your bug report.

 

mkravit
Joined: Feb 1 2015
Posts: 8

I will certainly create the

November 20, 2017 - 06:17 pm

I will certainly create the log file and forward it.

Although I hear what you are saying, it’s only the H9 that isn’t recognized by the Mac.
There has to be an issue that is responsible for this. I hear complaints from lots of folks that continue to have this issue.

Really hope it’s resolved very soon.
Thanks for responding.

mkravit
Joined: Feb 1 2015
Posts: 8

Bluetooth Log File created.

November 29, 2017 - 09:29 pm

Created the log file and it is being emailed to you shortly.

 

 

gkellum's picture
Eventide Staff
gkellum
Joined: Mar 2 2011
Posts: 2013

mkravit wrote:

November 30, 2017 - 02:46 pm

mkravit wrote:

Created the log file and it is being emailed to you shortly.

Terrific, thanks I downloaded the log file your made and created a bug report with Apple for the issue.  In the past they've been surprisingly responsive about looking into problems.  So, hopefully, we'll get to the bottom of this soon.

wilkinsi's picture
wilkinsi
Joined: Feb 26 2012
Posts: 255

Having already created a

December 09, 2017 - 11:51 am

Having already created a helpdesk ticket with Eventide Support (Jerome), I have now sent a couple Bluetooth logs. I use a Macbook Pro (early 2015) 13" Retina. I can only pair one or the other. If I try to pair the second after having already paired the first, I lose Bluetooth comms with both. I need to be able to use Bluetooth to both H9's, as they are connected to other MIDI pedals.

gkellum's picture
Eventide Staff
gkellum
Joined: Mar 2 2011
Posts: 2013

wilkinsi wrote:

December 09, 2017 - 03:39 pm

wilkinsi wrote:

Having already created a helpdesk ticket with Eventide Support (Jerome), I have now sent a couple Bluetooth logs. I use a Macbook Pro (early 2015) 13" Retina. I can only pair one or the other. If I try to pair the second after having already paired the first, I lose Bluetooth comms with both. I need to be able to use Bluetooth to both H9's, as they are connected to other MIDI pedals.

Would you mind sending the Bluetooth logs to me?  My email address is my forum user name plus @eventide.com.  And could you let me know what OS you have installed on your Mac?

wilkinsi's picture
wilkinsi
Joined: Feb 26 2012
Posts: 255

gkellum wrote:

December 09, 2017 - 03:50 pm

gkellum wrote:

wilkinsi wrote:

Having already created a helpdesk ticket with Eventide Support (Jerome), I have now sent a couple Bluetooth logs. I use a Macbook Pro (early 2015) 13" Retina. I can only pair one or the other. If I try to pair the second after having already paired the first, I lose Bluetooth comms with both. I need to be able to use Bluetooth to both H9's, as they are connected to other MIDI pedals.

Would you mind sending the Bluetooth logs to me?  My email address is my forum user name plus @eventide.com.  And could you let me know what OS you have installed on your Mac?

 

I've had to use Dropbox to send them to you. Thanks.

mkravit
Joined: Feb 1 2015
Posts: 8

So I realize it has only been

December 09, 2017 - 04:47 pm

So I realize it has only been a few weeks, but I hop there will be a resolution soon.

Someone told me that if a Macbook Pro is run with it's cover closed (erxternal monitor) the bluetooth antenna may not be extremely effcient. I tried using it both ways and still have the same issue.

Besides, the iMac does the same thing and can not locate the H9 Max.

There seems to be an epidemic of people having this issue. Eventide really need to get on the Apple's case and get this resolved. It's either Apples issue ort Eventides issue, and certainly shouldn't be the consumers issue.

I have been working around this by utilizing a USB cable bit obviously can't connect more than one at a time.

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Eventide Staff
nickrose
Joined: Jan 17 2008
Posts: 3995

mkravit wrote:

December 09, 2017 - 06:01 pm

mkravit wrote:

Eventide really need to get on the Apple's case and get this resolved.

I understand your frustration, but you over-emphasize the effect Eventide can have on an 800 billion dollar company.

 

 

mtbsteve
Joined: Feb 12 2012
Posts: 1

Recent H9 control updates = unusable H9's.

December 10, 2017 - 03:56 am

So we have had two H9 control updates recently is it a coincidence that my ipad pro cannot connect properly to either of my H9's now?

I have recording and gigs and rely on these pedals and this weekend has been a whitewash!

Have Apple done something to muck the connectivity up?

 

 

mkravit
Joined: Feb 1 2015
Posts: 8

NickRose

December 10, 2017 - 09:37 am

NickRose

I trully appreciate your thoughts on Apples size and value. However, if Eventide creates a product that utilized MacOS and iOS Bluetooth then then need to ensure it will worl correctly. If not, find an alterantive methodology, perhaps wifi.  

I am not a techno geek and have no idea what I am talking about, other than this whole situation is unacceptable.

Thanks

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silver_mica
Joined: Nov 5 2015
Posts: 19

Using H9 without Control

(My Eventide Gear)
December 10, 2017 - 10:26 am

@mtbsteve -  I've been making a point of learning to use the H9 without Control - spefically for live situations.   My decision didn't have anything to do with connectivity issues, Control works fine with my iPad and both my H9s, I just wanted to be sure I'm not fumbling onstage or at practice.   But, at the same time I wouldn't want to be stymied if something were to suddenly go wrong with Control.   My goal is to be equally as comfortable with either interface - the H9 or Control. 

mtbsteve wrote:

So we have had two H9 control updates recently is it a coincidence that my ipad pro cannot connect properly to either of my H9's now?

I have recording and gigs and rely on these pedals and this weekend has been a whitewash!

Have Apple done something to muck the connectivity up?

 

 

gkellum's picture
Eventide Staff
gkellum
Joined: Mar 2 2011
Posts: 2013

mkravit wrote:

December 10, 2017 - 11:44 am

mkravit wrote:

I have been working around this by utilizing a USB cable bit obviously can't connect more than one at a time.

You can actually connect to multiple H9s via USB.  Each one shows up as a MIDI device.  You can even connect multiple H9s to a USB hub attached to your Mac, although this doesn't work with every USB port unfortunately...

 

gkellum's picture
Eventide Staff
gkellum
Joined: Mar 2 2011
Posts: 2013

nickrose wrote:

December 10, 2017 - 11:50 am

nickrose wrote:

I understand your frustration, but you over-emphasize the effect Eventide can have on an 800 billion dollar company.

Yeah, Apple actually has been responsive every time we've reported a problem with them.  What's been difficult is we can't reproduce these problems ourselves.  So, in the past what's happened with a similar issue on iOS is Apple has asked us to verify if a new release fixes a problem.  We've asked the people who told us about the problem to see if the new release fixes the problem, and if not, to send us another Bluetooth log.  They didn't respond.  So, Apple marked the issue as fixed and closed the bug ticket.  Then, other users complained later on about still having connectivity issues, but when we asked them to send us a Bluetooth log, they didn't...

As long as people stay in touch with us and help us give Apple what they need, I think we'll be able to get this issue fixed.

 

wilkinsi's picture
wilkinsi
Joined: Feb 26 2012
Posts: 255

I thought I'd try conecting

December 10, 2017 - 05:09 pm

I thought I'd try conecting both H9's via USB, but then found using the "Connect MIDI device to Eventide Stompbox: in settings in H9 Control no longer works for either of the two H9's. I then reverted to disconnecting one of them from USB and pairing it via Bluetooth allowed MIDI commands from my L6 Helix to reach both H9's again.

At current, my MIDI cables run in series: Helix > H9 Max > H9 Core > Andromeda. For the H9 Core, connected via USB, the "Connect MIDI device to Eventide stompbox" works again, but only because the H9 Core is now paired vie Bluetooth instead of USB.

I could try running the Helix into my MOTU Micro Express MIDI/USB interface instead of daisy chaining MIDI. It has 4x MIDI inputs and 6x MIDI outputs, so I could send MIDI commands from Helix to the other pedals in parallel instead of series (no THRU needed). The question is, would this really work? What have I forgotten?