Username314 Posted February 17, 2007 Report Share Posted February 17, 2007 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 <firstname.lastname@example.org> 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://220.127.116.11/SRVS/CGI-BIN/WEBCGI.EXE/,/?St=279,E=0000000000187666668,K=9989,Sxi=7,Case=obj(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: email@example.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. > > > > > > > > > > > > ================================== > > > > > > > > > > > > > > Quote Link to comment Share on other sites More sharing options...
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