SQ6 soft key assignment not persisting

[Zach]

I’ve had a strange issue with the soft key assignment not persisting for one soft key that recalls a specific scene. It happened a handful of times over one weekend, where recalling other scenes would erase the soft key assignment and then re-assign it to recall a different scene than it had been programmed to before.

We ARE blocking soft keys in the global filter (see attachment), which seems to be the issue for the vast majority of other users reporting this issue. It’s not behaving simply as if soft keys are unblocked, because the soft key assignment would get reset to recall the other scene, and then it would persist from then on, even if I went back to the original scene. So, it’s like a weird mix between the two — most of the time all the soft keys are blocked, but occasionally we’ve issues with one. I don’t think it mattered which physical soft key it was, but it only happened for a soft key programmed to recall scene #2. It seemed to stick correctly when reprogramming that same key to recall scene #3 or #4.

Anyway, I’m not sure what is happening in our case. Given the behavior is not consistent, I can’t help but think it’s an issue with the mixer, which is odd since it’s a brand new SQ6 (less than a couple weeks out of the box). We had restarted the board, and the issue still happened afterwards. It’s hard to troubleshoot since we can’t consistently replicate it. A few days later I spent several minutes trying to get it to happen again, but was unsuccessful.

Has anyone else seen this behavior? Is it possible to export logs from the mixer to help troubleshoot? I will try to post a video if it happens again. It’s definitely concerning if I can’t rely on the soft keys for a critical show.

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[SQuser]

> … it’s a brand new SQ6
Since this seems to be unusual behavior, as a precautionary measure, allow me to ask:
Did you update the firmware after purchasing it?
Not that it was an earlier problem, which may have even been remedied unconsciously.

[Zach]

That’s worth asking. We did not have to update the firmware, since it looked like it was on the latest available. I double checked, and 1.5.10 r4132 is installed.

[SQuser]

Ok – but then unfortunately I don’t have any further ideas.

[Zach]

As I promised, here is a video from this weekend where the issue surfaced again. This time I could replicate it several times in a row, although later after the service, everything seemed fine even after multiple attempts to replicate it.

(If that link gets pulled out of my post, go to YouTube and add KUG9uIun_xg to the URL)

The console doesn’t seem to like whatever is in scene slot #2. I copied our Sunday Default scene to another slot, and reprogramming the soft key to that new slot seemed to stick fine without getting reset. I’m not sure what is up with scene #2.

Does anyone know what is happening?

[SQuser]

> Is it possible to export logs from the mixer to help troubleshoot?
You could provide the complete show folder SHOWxxxx (the number xxxx can be found on the far right in the show name field) as a ZIP.
A&H should actually be interested in that – unless they have an explanation for it.

[Zach]

Yes, I should be able to export the entire show, and I thought about sending that directly to A&H. I was not sure if there is a separate format/forum for things like that, e.g. submitting support tickets for likely bugs, etc.

[SQuser]

With your 3 show files (.DAT) your problem should be reproducible.
You should submit the problem here:
https://support.allen-heath.com/hc/en-gb/requests/new

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