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XBoard 49 Problem


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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=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: 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.

> > > >

> > > >

> > > > ==================================

> > > >

> > >

> > >

> >

>

>

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