Unable to export + update firmware! HELP

Home Page Forums Cymatic Audio Forum Live Player LP-16 Unable to export + update firmware! HELP

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  • #26132
    MarkMark
    Participant

    Recently purchased the LP-16 to play a festival next week and the brand new machine is FULL OF BUGS!!!

    I set up a multi-track playlist as directed, but the UTOOL will not export to my USB drive or to any drive. It will export to a folder on my desktop but this is useless as the files are not being formatted to be readable by the player.

    Customer service suggested I update my firmware. The firmware will NOT update. It displays an ERROR msg.

    Problem could be that the USB drive was formatted by buggy firmware. But I have no idea.

    Someone PLEASE HELP. I am using a MAC OSX 10.85

    I would gladly return the machine or throw it at a brick wall but I am playing a showcase in one week and NEED this to work. Have been in the studio for 2 months, which is why I’m just getting around to this.

    #26134
    Laszlo .Laszlo
    Keymaster

    Can you tell me please your LP-16 firmware version?
    Some old firmware had issue with the hidden files which generated by OSX ._

    In the uTool: Settings/Target devide please make sure you select LP-16
    If it is possible try to export to your USB device directly by using the “directory” option then select the USBDRIVE/Recording folder, or if not possible to access to the USB drive directly from the uTool, you can export the song to “Directory” then you’ll have to copy the “songname” folder to your USBDRIVE/Recording folder after that the player will be recognize the exported song.

    When you try to update the firmware on your LP-16 please make sure you removed the USB storage device from the front panel USB connector, then connect your LP-16 to the MAC.
    If you still have error please make sure to remove any other USB audio device from your MAC during the update.

    #26138
    ChetanChetan
    Participant

    Hi Mvanark,

    We are very sorry that you are facing this problem at the crunch time.

    The fact is that the OSX updater on MAC was tested on 6 different MAC’s with different operating system, which include 10.8, 10.85, 10.9 and 10.10. We never had any problem. But, recently we have had a couple of complaints regarding this and there seems to be some problem which we did not find in the lab during testing. We will try to get to the root of the problem and get it fixed in the near future.

    In the meantime, as a work-around, could you find another MAC or Windows PC with which you can do the update of the firmware. Remember that the Windows PC requires a driver installation before you can use the update package.

    Once you manage to get the update done, you can reformat the drive using the LP-16 and export your songs again.

    I hope things get sorted for you before the show.

    #26145
    MarkMark
    Participant

    Thanks

    I got everything working for now. I unplugged all other usb devices from my Mac and the firmware update was a success.

    I had to export all my songs/playlist through Directory (to my usb thumb drive) because the removable still didn’t allow me to export. This works fine.

    The lp-16 works now and plays back my songs however the device is buggy as hell. Sometimes when I power up and plug my USB drive into it, it bugs out and won’t let me into the menu section or do anything for that matter. It freezes on a song name and then flashes and starts that process over and over. I have to keep closing and restarting the LP16.

    Do you expect Cymatic will fix these bugs/problems in the near future? I purchased this device to make my life easier but it has been gruelling.

    Thanks and please let me know if and when Cymatic is able to have this machine work how it has been marketed. I would hate to have to return it and start all over.

    Thanks

    Mark

    #26148
    Arie van den BroekArie van den Broek
    Participant

    Dear Mark,

    My name is Arie van den Broek, CEO of Cymatic Audio.
    I have been following your posts and statements and I feel that parts of this discussion have now reached a point where I feel I need to intervene.

    First of all, I am sorry that you have been experiencing the problems as you have. That is very unfortunate and regrettable.
    I noticed that you posted your grieves via our support desk as well as thru this forum and as I see it, my colleagues have been able to provide you with appropriate work-arounds within hours, which you have confirmed working now.
    I am glad that this part of the process has at least worked well for you.

    uTool has been the first product we released on a shared code-base between WIN and OSX following the previous WIN-only Playlist Editor.
    And even though uTool has undergone extensive testing, it indeed regrettably seems to display quirks in the field that did not occur in the testing environments. So indeed, uTool indeed may not be perfect yet and may have areas that need to be improved further.
    No discussion there.
    We at Cymatic Audio take great pride in taking user input seriously and provide patches, fixes or workarounds as soon as we reasonably can. So you can rest assured that our engineers are working around the clock to provide fixes for the problems now seen in the field, and appropriate updates can be expected in the coming weeks.

    For the LP-16 however, the situation is a bit different:
    Where uTool is of course a vital piece of software for the workflow, it is in our opinion, not as vital as the LP-16 that is used on-stage during a live performance.
    Issues in uTool may indeed create hassles and nuisances that also indeed deserve our full attention.
    There is however in our humble opinion an important distinction between tools that are being used ‘off-line’ and the hardware that is the heart of a live performance.

    And it is for that reason that I cannot leave your statement of LP-16 being ‘buggy as hell’, standing as is.
    We take great pride in testing the LP-16 at great length in as many circumstances as we can think of, as we KNOW the importance of a stability and reliability during a live performance.
    Nearly all people are active musicians themselves, so they do not need convincing on this topic.
    Of course, one may like or dislike the form, features or representation of the LP-16 at free will; however the main player functionality of LP-16 is rock-solid and uncontested!
    Unfortunately, this does not make us invulnerable to faulty hardware or storage media, but once the LP-16 can read its content from a reliable USB storage device, we made pretty sure that there is not much that one can do to it to make it its core functionality of streaming audio to its outputs, go wrong.
    In other words Mark, we take great pride in the fact that the basic player functionality of LP-16 truly is reliable and stable.
    A statement that is confirmed by the well over 2000 active units in the field, several of them in large venues like for instance the latest ‘Take That’ tour (see press-releases).

    And once again, you are of course free to like or dislike the functionality of the LP-16, but even in its current state, the LP-16 is perfectly capable of being your most trusted machine on stage for the purpose it has been designed for.
    And we take great pride in that!

    So in order to progress this issues you are experiencing, I propose that you contact us directly via support@cymaticaudio.com and we figure out what is wrong with your setup or machine thru detailed analysis and facts as I strongly suspect faulty hardware somewhere in the setup.
    Please let us work towards making the LP-16 your trusted companion as we envisioned it to be.

    Kind regards,
    Arie van den Broek
    CEO
    Cymatic Audio

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