Username314
02-17-2007, 04:22 PM
Recently I seriously messed up my XBoard 49. Been talking to the E-MU Customer Support and their final suggestion is for me to ship the board back to them to fix it. Before doing that I really want to make sure that this is absolutely necessary and that it's not just some stupid button that I could've pressed and voila...
Basically, I had the lastest firmware installed on the XBoard. Then, after formatting my computer, as I was installing the driver, I installed the same firmware on the board, again. After that, it's been screwed. Whenever I connect it to the computer, the Home button will light up for about 2-3 seconds, and then the whole keyboard dies. After this the board will show up in Windows as an "Unknown Device" and so far I haven't found any ways to update it or anything.
So has anyone encountered the problem before? Do I really need to ship my board back to E-MU and let them fix it? Please help! Ask for clarifications if you need to.
I'll include the entire email log with the customer support here:
(This is the last email... they want the board back! :()
Dear Theodore,
Please call us for an RMA at (405) 743-0464 or fill out the information
below. You will need to send in the XBoard and a copy of a sales receipt
or invoice.
Name:
Address:
City, State, ZIP :
Phone number - Day :
Email Address:
Serial number:
Date of purchase :
Once I receive this information and issue the RMA, you will get a
confirmation message that will include an RMA reference number and
shipping instructions.
Best regards,
Colin
E-MU Systems
Tech Advisor
Original Message Follows:
------------------------
I do not use hub; the USB is directly connected to the PC.
The same problem persists with other ports. The "Home" button on the
XBoard lights up for 2 seconds and is gone. The computer recognizes it
as an "Unknown Device".
Thanks.
-Theo
On 1/23/07, EMU Support <EMU.Support@customercare.creative.com> wrote:
>
> How is the XBoard connected?
> It needs to be connected directly to a USB port on the motherboard and
> not a hub.
>
> Also try different USB ports and let us know what happens.
>
>
>
> ** Please retain all previous correspondence when replying to this
> email.
>
> Regards;
>
> E-MU Systems Inc.
> Advanced Technical Support Group
> www.emu.com
>
> NOTICE: The information in this message is confidential and may be
> legally privileged. It is intended solely for the addressee. Access
to
> this message by anyone else is unauthorized. If you are not the
> intended recipient, any disclosure, copying or distribution of the
> message, or any action taken by you in reliance on it, is prohibited
and
> may be unlawful. If you have received this message in error, please
> delete it and contact the sender immediately. Thank you.
>
> Original Message Follows:
> ------------------------
> Dear EMU support,
>
> I got to the page, followed the instructions but the "good" or "bad"
> does not light up on the LED.
>
> As described before, when I connect the XBoard to my PC, the "Home"
> button will light up for about 2 seconds, and then go out. After that
> the board would be dead.
>
> The only time that pressing "Home", "Edit", "Patch Select" and "MIDI
> Channel" will have any effect on the board is during these 2 second
> when the board has just connected to the PC. Various buttons would
> light up but everything becomes dead after the 2 seconds. It looks as
> if the power becomes cut. The LED screen can't light up fast enough to
> show anything before the board dies.
>
> Now that I think back, the problem might be that I installed the same
> firmware on my Xboard 49 twice. I formatted my computer and installed
> the drivers, but for some stupid reason I installed the firmware on
> the XBoard again as well.
>
> "If you get a result of Bad, try the button press sequence again. If
> after three times you do not get a result of Good, then your Xboard is
> defective and you will need to contact E-MU support."
>
> So is there some sort of reset button for this?
>
> Thank you.
>
> -Theodore
>
> On 1/13/07, Theodore Pan <pantheodore@gmail.com> wrote:
> > Sorry, but I see no search prompt after clicking Knowledge Base. I
> > normally use Firefox so I tried with IE but still no success. Is it
> > possible to provide a direct link without the session expired
problem?
> >
> > Thanks.
> >
> > -Theodore
> >
> > On 1/12/07, EMU Support <EMU.Support@customercare.creative.com>
wrote:
> > > Theodore,
> > >
> > > To get to this article go to www.emu.com. Under Support go to
> > > Knowledgebase. On the search prompt type SID2128 and click search.
> This
> > > will bring you to this article.
> > >
> > > Thanks,
> > > Jim
> > > E-MU Systems
> > >
> > > Original Message Follows:
> > > ------------------------
> > > Dear E-MU Technical Support,
> > >
> > > The link you provided has expired. Can you provide another URL?
> > >
> > > Thank you.
> > >
> > > -Theodore
> > >
> > > On 1/9/07, EMU Support <EMU.Support@customercare.creative.com>
> wrote:
> > > >
> > > >
> > > > Dear Theodore,
> > > >
> > > > Try following this procedure and let us know the results.
> > > >
> > > > http://193.95.171.83/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=279,E=0000000000187666668,K=9989,Sxi=7,Case=ob j(2128),VARSET=centric:768,Kb=creative_emu
> > > >
> > > >
> > > > Please retain all the previous correspondence when replying to
> this
> > > email.
> > > >
> > > > Best Regards,
> > > >
> > > > Nathan (14529)
> > > > E-MU Technical Support
> > > >
> > > >
> > > >
> > > > Original Message Follows: ------------------------
> > > > ==================================
> > > > Subject: EMU - Support Request Form
> > > > Name: Theodore Pan
> > > > E-mail Address: pantheodore@gmail.com
> > > > Region: Americas
> > > > Self Description: Novice PC User
> > > >
> > > > Support Inquiry: I need support with an E-MU hardware product
> > > > Product: Xboard 49
> > > >
> > > > Operating System: Windows XP
> > > > Model Number:
> > > > Computer Type:
> > > > CPU:
> > > > RAM:
> > > > BIOS:
> > > > Motherboard/Chipset:
> > > >
> > > > Detailed Problem Description:
> > > > Hello Customer Support, Because I reinstalled my computer, today
I
> > > went and
> > > > downloaded the recent driver/firmware for my E-MU XBoard 49. I
> first
> > > > installed the driver and it was working - in Device Manager it
was
> > > getting
> > > > recognized as XBoard 49. I went and installed the firmware; the
> > > installation
> > > > was fine but when it finished the Found New Hardware Wizard did
> not
> > > come up
> > > > like the instructions on the Firmware page.
> > > >
> > >
>
(http://www.emu.com/support/files/download3.asp?Centric=768&Platform=1&F
> > > ile=392)
> > > > Now when I plug in XBoard windows finds it as an Unknown Device
> and of
> > > > course no information can be provided. I'm sure I'm not getting
> the
> > > wrong
> > > > device because it only appears when I plug the XBoard in and
> > > disappears when
> > > > I disconnect it. Now, I cannot update the driver using the
method
> > > provided
> > > > in the Firmware page because if I choose "Don't search. I will
> choose
> > > the
> > > > driver to install", the only item on the list is "Unknown
Device",
> > > which
> > > > lends me to "The wizard has finished installing the software
for:
> > > Unknown
> > > > Device" while it actually installs nothing. Installing using a
> > > specific
> > > > location (\Creative Professional\USB Drivers\Program\driver)
does
> not
> > > work
> > > > either because it shows up as "could not find a better match for
> your
> > > > hardware than the software you have currently installed". I
tried
> > > > uninstalling the driver but it doesn't help. Maybe the firmware
is
> > > bugged?
> > > > When I connect the USB, the only thing that lights up is the
> "Home"
> > > button
> > > > for about 3 seconds. What do I need to install it properly? Can
I
> > > rollback
> > > > the firmware? Thank you for your time.
> > > >
> > > >
> > > > ==================================
> > > >
> > >
> > >
> >
>
>
Basically, I had the lastest firmware installed on the XBoard. Then, after formatting my computer, as I was installing the driver, I installed the same firmware on the board, again. After that, it's been screwed. Whenever I connect it to the computer, the Home button will light up for about 2-3 seconds, and then the whole keyboard dies. After this the board will show up in Windows as an "Unknown Device" and so far I haven't found any ways to update it or anything.
So has anyone encountered the problem before? Do I really need to ship my board back to E-MU and let them fix it? Please help! Ask for clarifications if you need to.
I'll include the entire email log with the customer support here:
(This is the last email... they want the board back! :()
Dear Theodore,
Please call us for an RMA at (405) 743-0464 or fill out the information
below. You will need to send in the XBoard and a copy of a sales receipt
or invoice.
Name:
Address:
City, State, ZIP :
Phone number - Day :
Email Address:
Serial number:
Date of purchase :
Once I receive this information and issue the RMA, you will get a
confirmation message that will include an RMA reference number and
shipping instructions.
Best regards,
Colin
E-MU Systems
Tech Advisor
Original Message Follows:
------------------------
I do not use hub; the USB is directly connected to the PC.
The same problem persists with other ports. The "Home" button on the
XBoard lights up for 2 seconds and is gone. The computer recognizes it
as an "Unknown Device".
Thanks.
-Theo
On 1/23/07, EMU Support <EMU.Support@customercare.creative.com> wrote:
>
> How is the XBoard connected?
> It needs to be connected directly to a USB port on the motherboard and
> not a hub.
>
> Also try different USB ports and let us know what happens.
>
>
>
> ** Please retain all previous correspondence when replying to this
> email.
>
> Regards;
>
> E-MU Systems Inc.
> Advanced Technical Support Group
> www.emu.com
>
> NOTICE: The information in this message is confidential and may be
> legally privileged. It is intended solely for the addressee. Access
to
> this message by anyone else is unauthorized. If you are not the
> intended recipient, any disclosure, copying or distribution of the
> message, or any action taken by you in reliance on it, is prohibited
and
> may be unlawful. If you have received this message in error, please
> delete it and contact the sender immediately. Thank you.
>
> Original Message Follows:
> ------------------------
> Dear EMU support,
>
> I got to the page, followed the instructions but the "good" or "bad"
> does not light up on the LED.
>
> As described before, when I connect the XBoard to my PC, the "Home"
> button will light up for about 2 seconds, and then go out. After that
> the board would be dead.
>
> The only time that pressing "Home", "Edit", "Patch Select" and "MIDI
> Channel" will have any effect on the board is during these 2 second
> when the board has just connected to the PC. Various buttons would
> light up but everything becomes dead after the 2 seconds. It looks as
> if the power becomes cut. The LED screen can't light up fast enough to
> show anything before the board dies.
>
> Now that I think back, the problem might be that I installed the same
> firmware on my Xboard 49 twice. I formatted my computer and installed
> the drivers, but for some stupid reason I installed the firmware on
> the XBoard again as well.
>
> "If you get a result of Bad, try the button press sequence again. If
> after three times you do not get a result of Good, then your Xboard is
> defective and you will need to contact E-MU support."
>
> So is there some sort of reset button for this?
>
> Thank you.
>
> -Theodore
>
> On 1/13/07, Theodore Pan <pantheodore@gmail.com> wrote:
> > Sorry, but I see no search prompt after clicking Knowledge Base. I
> > normally use Firefox so I tried with IE but still no success. Is it
> > possible to provide a direct link without the session expired
problem?
> >
> > Thanks.
> >
> > -Theodore
> >
> > On 1/12/07, EMU Support <EMU.Support@customercare.creative.com>
wrote:
> > > Theodore,
> > >
> > > To get to this article go to www.emu.com. Under Support go to
> > > Knowledgebase. On the search prompt type SID2128 and click search.
> This
> > > will bring you to this article.
> > >
> > > Thanks,
> > > Jim
> > > E-MU Systems
> > >
> > > Original Message Follows:
> > > ------------------------
> > > Dear E-MU Technical Support,
> > >
> > > The link you provided has expired. Can you provide another URL?
> > >
> > > Thank you.
> > >
> > > -Theodore
> > >
> > > On 1/9/07, EMU Support <EMU.Support@customercare.creative.com>
> wrote:
> > > >
> > > >
> > > > Dear Theodore,
> > > >
> > > > Try following this procedure and let us know the results.
> > > >
> > > > http://193.95.171.83/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=279,E=0000000000187666668,K=9989,Sxi=7,Case=ob j(2128),VARSET=centric:768,Kb=creative_emu
> > > >
> > > >
> > > > Please retain all the previous correspondence when replying to
> this
> > > email.
> > > >
> > > > Best Regards,
> > > >
> > > > Nathan (14529)
> > > > E-MU Technical Support
> > > >
> > > >
> > > >
> > > > Original Message Follows: ------------------------
> > > > ==================================
> > > > Subject: EMU - Support Request Form
> > > > Name: Theodore Pan
> > > > E-mail Address: pantheodore@gmail.com
> > > > Region: Americas
> > > > Self Description: Novice PC User
> > > >
> > > > Support Inquiry: I need support with an E-MU hardware product
> > > > Product: Xboard 49
> > > >
> > > > Operating System: Windows XP
> > > > Model Number:
> > > > Computer Type:
> > > > CPU:
> > > > RAM:
> > > > BIOS:
> > > > Motherboard/Chipset:
> > > >
> > > > Detailed Problem Description:
> > > > Hello Customer Support, Because I reinstalled my computer, today
I
> > > went and
> > > > downloaded the recent driver/firmware for my E-MU XBoard 49. I
> first
> > > > installed the driver and it was working - in Device Manager it
was
> > > getting
> > > > recognized as XBoard 49. I went and installed the firmware; the
> > > installation
> > > > was fine but when it finished the Found New Hardware Wizard did
> not
> > > come up
> > > > like the instructions on the Firmware page.
> > > >
> > >
>
(http://www.emu.com/support/files/download3.asp?Centric=768&Platform=1&F
> > > ile=392)
> > > > Now when I plug in XBoard windows finds it as an Unknown Device
> and of
> > > > course no information can be provided. I'm sure I'm not getting
> the
> > > wrong
> > > > device because it only appears when I plug the XBoard in and
> > > disappears when
> > > > I disconnect it. Now, I cannot update the driver using the
method
> > > provided
> > > > in the Firmware page because if I choose "Don't search. I will
> choose
> > > the
> > > > driver to install", the only item on the list is "Unknown
Device",
> > > which
> > > > lends me to "The wizard has finished installing the software
for:
> > > Unknown
> > > > Device" while it actually installs nothing. Installing using a
> > > specific
> > > > location (\Creative Professional\USB Drivers\Program\driver)
does
> not
> > > work
> > > > either because it shows up as "could not find a better match for
> your
> > > > hardware than the software you have currently installed". I
tried
> > > > uninstalling the driver but it doesn't help. Maybe the firmware
is
> > > bugged?
> > > > When I connect the USB, the only thing that lights up is the
> "Home"
> > > button
> > > > for about 3 seconds. What do I need to install it properly? Can
I
> > > rollback
> > > > the firmware? Thank you for your time.
> > > >
> > > >
> > > > ==================================
> > > >
> > >
> > >
> >
>
>