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[peteycorn]

Hi

Just bought the Riptide.  Awesome pedal, simple to use.  Tried to connect to EDM (which I’ve been through with my Blackhole pedal) can’t wait to try the crazy presets that people have made wondering what they came up with and all I get are the first 5 –  I should mention that I had to switch my usb connection from the hub to the back of my Mac Mini quad core i7 running Catalina (says it’s good enough) and now I’m seeing my new pedal right away, still only 5 presets, go to upgrade firmware = nope (spinning wheel)  – – so now I think –  shit I didn’t register it yet, so I go register it and have to restart my machine to get EDM to see Riptide, but it sees it now, so I let the spinning ball spin for hours this time (just in case that it was doing something!)

I come back for find that it has timed out do to lack of communication (jeez that stung) lol *jk 🙂 but I digress

Is it the pedal?

System Requirements – Check

USB Cable works – Check

Plugged directly into Mac (no hub) – Check

Using Eventide Power Supply – Check

Registered Pedal – Check

What am I missing?  Should I return it to Guitar Center and wait for another won ( I can ) but I’d rather just figure out what I’m doing wrong to keep getting the spinning wheel instead of messages going through the firmware update process (like in the youtubes)

plz help

thank you much

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[tbskoglund]

Sorry for the issues you are having.

To clarify, only 5 presets can be accessed on the pedal itself, but when you use MIDI or connect to EDM, you should see the additional presets without needing to update. What happens when you power on the pedal and connect to EDM without attempting to update? Do you only see 5 presets?

 

[peteycorn]

I only see 5 presets when I open EDM.

It says 2 firmware updates available, but they are useless (in this instance)

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[tbskoglund]

Thanks for the information. Can you please try using the pedal in update mode and trying again? Power on the pedal while holding the Vibe footswitch and LED button, and then use EDM to attempt the update again.

[peteycorn]

EDM doesn’t see the Riptide when I powered up the Riptide in update mode (top and bottom preset lights flashing)

 

[tbskoglund]

Sorry to hear you are still having issues. Are you able to try installing EDM on a different computer and attempting the update again?

[peteycorn]

No.  And I know that EDM works on my computer because I also own your Blackhole pedal.  I think we’ve tried all that we can try, and that maybe I should return the Riptide to Guitar Center, and have them replace it with a different one (that hopefully works)

[tbskoglund]

Just to make sure, when you connect your Blackhole to EDM are you able to update the firmware on that pedal with no issues? Can you try disabling any antivirus programs you may be running and seeing if that makes the Riptide update work?

 

[peteycorn]

I hooked the Blackhole up with EDM and it was working perfectly.  I did NOT attempt to update the firmware. The firmware was already up to date. I took the Riptide to Guitar Center – Sherman Oaks and returned the defective one, and ordered the replacement.  Hopefully that one will come fully operational.  I’m optimistic and wouId be very surprised if I got two bad ones in a row! Thanks for trying to come up with a fix for the first one

[tbskoglund]

Hi peteycorn, please let us know if the replacement Riptide is working correctly. Sorry for this inconvenience.

[peteycorn]

I’ll let you know.  It is supposed to arrive at Guitar Center – Sherman Oaks tomorrow

[peteycorn]

Well.. I picked up the replacement Riptide from GC and immediately plugged it in and opened EDM.  There were again, only 5 presets.  The rest of the banks were empty.  There were again 2 firmware updates available, but when I attempted the first, I got the spinning wheel of frustration (then I thought to unregister the old Riptide and register the new Riptide.  When I was doing that I noticed that the serial numbers was only a difference of 2 (meaning that they were likely built at approximately the same and could be part of a bad batch)

One thing that we haven’t tried yet is updating the firmware from a file on my computer.  Is there a link to download the firmware updates directly to my drive, so I can try that? Or can you email me the files? And will I need to run both updates? Or do you have a better Idea/solution.. I can give you remote access to my computer if that helps (I’ve done this with Waves Tech Support) and maybe it can give needed info or there’s some way to diagnose the pedal from where you are……

This sux (but I’m confident that we can find a solution)

 

p

[tbskoglund]

Hello,

Very sorry to hear you are still having issues.

It would be worth trying to update the firmware on your Blackhole pedal. I understand that your Blackhole is up to date, but this will help us determine if EDM updates are working on your computer. You can simply reinstall the latest firmware on the Blackhole pedal.

Please let me know what happens.

[peteycorn]

I re-downloaded and installed EDM, then ran EDM, chose the Blackhole, checked for updates, and ran the latest update.. Then I got the same results that I’ve been getting when trying to update the firmware of the two Riptides.

Maybe my computer isn’t able to run the firmware updates :/  (see attached for results, and computer specs)

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[tbskoglund]

I’ve just emailed you directly and we can continue to troubleshoot the issue there. Thanks for your patience.

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