[Allen & Heath Product SupportModerator]

Hi Rob,

Thanks for bringing this to our attention. After testing a few of our units in-house we can confirm that this is a bug.

Our software guys are working on this as I type and we will be releasing a firmware update ASAP to address this issue.

Apologies for any inconvenience
Mike

[Allen & Heath Product SupportModerator]

Dear all,

We are keen to learn why some of you are continuing to experience USB streaming noise issues on the Windows platform.

What we would like to do is obtain system reports for those of you who are still having issues to try and more specifically determine where the issues are being introduced. For this we’d recommend a utility like SiSoft Sandra which will produce a full system report of your machine. Please can you email your reports to support@allen-heath.com which will create a support ticket and open up a channel of communication.

https://www.sisoftware.eu/2015/11/19/sisoftware-sandra-2016-released/

Regards
Product support

[Allen & Heath Product SupportModerator]

Hi Phil,

I can’t monitor the forums constantly so the best way for you to receive support is via your ticket. If you reply to the last response it will auto update the ticket no problem.

Let me speak to the software guys and see if we can some specifics for you.

Regards
Mike

PS: We posted new Windows drivers this week, please download and install if you haven’t already.

[Allen & Heath Product SupportModerator]

Hi Phil,

In your last email to me here at support you said that you had purchased an ATI graphics and this had resolved your problems, is this no longer the case? If not, then we will continue to support but you need to update your ticket and let us know what’s going on. As I mentioned in my last response, troubleshooting PCs is more complex than Macs due to the multiple levels of components and drivers involved. We will always start with basics like buffers and logically work up to more complex issues like driver conflicts.

If any other users are experiencing issues please open a ticket by emailing support@allen-heath.com and we will do our best to work through these issues with you. It’s not possible for us to monitor forums 24/7 so if you experiencing problems contacting us here at Support is the quickest and most thorough way for us to help you.

Regards
Mike

[Allen & Heath Product SupportModerator]

Hi all,

Please can I encourage anybody who is having ongoing issues to contact us directly on support@allen-heath.com. The email will create a support ticket where we’re happy to and work through these issues and try and help you resolve them.

You’ll need to include as much system info as possible (Computer, OS, driver version, firmware version etc) along with any troubleshooting already attempted.

I’m sure you can appreciate that on a PC there are many more factors which can affect USB audio performance but we’ll do out best to try and help troubleshoot.

Look forward to hearing from you.

Regards
Mike

[Allen & Heath Product SupportModerator]

Hi guys,

If you’re still having issues can I ask you to check a couple of things:

1) Is there LED activity on the LAN port on the back of the Qu, if so then this suggests the devices can see each other.

2) Check the IP address of the iPad and the IP address of Qu. The Qu IP can be found under Setup > Utility > Diagnostics

The only IP address variable should be the last entry, 192.168.1.xx

Drop me a line support@allen-heath.com if you still have issues.

Regards
Mike

[Allen & Heath Product SupportModerator]

Hi all,

I can confirm that this is logged as a bug which should be resolved in a future firmware update.
The bug only affects Strip Assign Scene Safes after a reboot.

As a workaround we can suggest saving the scene before powering down or rebooting your system.

Hope this helps!

[Allen & Heath Product SupportModerator]

@pyrodave
@tomheuze

Sorry to hear you’re both experiencing some problems.

Could you drop us an email at support@allen-heath.com with your show file, log files and a step-by-step reproduce procedure and then we will investigate this issue further for you 🙂

Please include in your email which forum user-name you use so I can ensure we tie all the information up correctly!

[Allen & Heath Product SupportModerator]

@neakmenter

If you acquired MixPad when an older version was the current version and you are now unable to see the previous versions please drop us an email at support@allen-heath.com with details so we can investigate further.

If you have only recently acquired MixPad then unfortunately you won’t be able to see previous versions by default.

There is however a workaround published by a 3rd party here which should allow you to access older versions of the app:
https://sites.google.com/site/appleclubfhs/support/advice-and-articles/app-store-downloading-older-versions-of-apps-ios

I hope this helps.

[Allen & Heath Product SupportModerator]

Hi Troy,

What DAW or software are using to record, have you tried using something else?

Can you let us have some info regarding the OS and DAW versions.

Feel free to drop me a line, support@allen-heath.com so we can liaise on a support ticket.

Regards
Mike

[Allen & Heath Product SupportModerator]

We have indeed replicated this and it appears to be a bug.

Until we have a fix we would suggest not running any other applications in the foreground whilst running iLive Editor 1.95.

[Allen & Heath Product SupportModerator]

Hi Speziale,

It sounds like you haven’t configured the desk inputs to source from USB (USB-B), check out the KB article below it contains all of the info you require.

https://allen-heath.helpserve.com/Knowledgebase/Article/View/1142/201/how-do-i-route-audio-to-and-from-my-qu-mixer-and-the-daw

Regards
Mike

[Allen & Heath Product SupportModerator]

Hi Ramonetl,

The Qu can send MIDI over USB and Ethernet, the TCP/IP setting is for Ethernet.

Typically you would be using the DAW Control app with virtual MIDI ports over USB.

Any chance this is a happy accident, unless you are actually using ethernet?

Probably best to drop me a line, support@allen-heath.com and I’ll help you to resolve this.

I can remote in to your machine if I need to.

Regards
Mike

[Allen & Heath Product SupportModerator]

@hbcmedia – thanks for making us aware of this – it has been confirmed as a bug in v1.13 and our developers are aware of the issue.

[Allen & Heath Product SupportModerator]

@yetiplanet – Sorry to hear about this, it does sound like there could have potentially been a hardware problem with your AR2412. A good service from our distributor should resolve this issue for you!

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