Audio Drop Outs

djzippy 10:20 PM - 25 May, 2011

Product: itch
Version: 1.7.1
Hardware: allen-heath-xonedx||no-fx-controller
Computer: mac
OS Version: 10.6.7
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I am getting an audio drop out issue on the right channel from the Xone DX. The audio drops out completely on the right side speaker. I am using JBL LSR 4328P studio monitor speakers. This is happening when I use both analogue XLR and digital SPDIF outputs from the Xone DX to the speakers.

This is occurring on a regular basis (maybe a couple of times per hour). My Itch software & firmware is up to date.

To correct this problem I have to either pull out the power cord from the speaker or pull out the audio cable from the mixer.

My settings for Itch are fine and CPU usage is very low when operating the Itch Software.

My Mac I am using has an Intel Core 2 Duo CPU @ 2.4GHZ with 4GB RAM, Mac OS 10.6.7

I have never had this sort of problem happen before using other mixers on my speakers (previously was using a Rane Empath mixer).

Please suggest what needs to be done.

Cheers :)

djzippy 12:49 PM - 27 May, 2011

Following on from this thread I have tested my Xone DX on my Windows 7 system via bootcamp. Still the same problem. Audio drops out either on the left or right side every 10 minutes or so.

I have tried both of the usb connections, turned off wifi, bluetooth, security software running in background etc.

Looks like a hardware fault to me :/ Any suggestions? Thank you.

Samuel S 12:19 AM - 31 May, 2011

He ydjzippy,

Have you tried switching out your USB cable?

djzippy 12:28 AM - 31 May, 2011

Hi Samuel S

Thank you for getting back. Yes I have tried another USB cable and tried both available USB ports on my MacBook. Still getting the same problem.

Cheers.

Samuel S 1:50 AM - 31 May, 2011

It sounds like this could be hardware related since you say that you haven't been able to get it working on another computer. Could you try re-installing the drivers? To do this:

1) Quit ITCH and any other programs and disconnect hardware
2) Navigate to (HD -> System -> Library -> Extensions)
3) Delete the file XONE_DX.kext
4) Now reconnect your hardware and run the Mac driver installer found here: www.allen-heath.com
5) Restart ITCH and see if it works any better?

Let me know how you get on.

Sam.

djzippy 7:56 AM - 31 May, 2011

Hi Samuel S

I tried the above method thank you. Still no luck in fixing the problem. Audio is dropping out to the right side on a regular basis. What to do next?

Cheers.

Samuel S 9:25 PM - 31 May, 2011

When you get these dropouts does the USB dropout indicator light up? Also, can you check if the limiter is being engaged at all when this happens?

Also, I just noticed that you mentioned this:

"To correct this problem I have to either pull out the power cord from the speaker or pull out the audio cable from the mixer."

It sounds like this could be happening somewhere in your output -> speakers. Do you get these same dropouts on headphones?

Sam.

djzippy 8:24 AM - 1 June, 2011

Hi Samuel S

I did not notice any USB dropout indicator light when this happens.
My headphones still keep the left and right audio fine when the issue is occurring.

I also swapped the xlr output audio cables over when this was happening - swapped left to right and right to left on the xone dx. No sound was coming onto the other speaker. So looks like an issue with the output on this unit.

Cheers.

Samuel S 10:58 PM - 1 June, 2011

It looks like this is definitely an issue with your output. I would suggest getting in touch with Allen and Heath. You can find their contact details here:

www.allen-heath.com

Let me know how you get on :)

Sam.

djzippy 6:31 AM - 5 June, 2011

Hi Samuel

Logged a fault to Allen & Heath. This is the response from the authorised NZ technicians.

You will have to return to us.

I think we have seen this problem couple of times. I think we replaced a circuit board XONEDX MIDI SLAVE which fixed the problem but the fault turned out to be software.

Our technician is familiar with them.

Samuel S 11:23 PM - 8 June, 2011

Sorry, i'm not too sure what you mean.

Do you mean that you have sent it to the technicians and they can fix it? Or that they think it is a software issue?

Cheers,

Sam.

djzippy 11:34 PM - 8 June, 2011

I have not sent it to the technicians. I will send it back to the shop I purchased it from in Auckland.

I have also noticed that after the audio drops out on either the right side or left side I then plug a line in connection from an iPod device the audio is working fine again - audio on both left and right speakers.

When I play the music from Itch again it only plays on one speaker as before.

Tried playing both units (Itch and iPod at same time) Itch has audio on one speaker only and the iPod has sound on both speakers. Very strange. So could it be a software issue?

Cheers.

djzippy 11:37 PM - 8 June, 2011

Also:

I know that when you plug an iPod into the line in port audio you do not have to have the laptop connected to the Xone DX via USB. Looks like the analogue XLR outputs are fine.

Samuel S 8:32 AM - 10 June, 2011

If you try using the Xone:DX as a soundcard and play something through it using iTunes etc do you get the same audio drops on the one speaker?

djzippy 9:38 AM - 10 June, 2011

Yes you do the the same problem with losing audio on either the left or right side.
Using analogue 3.5 jack to rca from the MacBook to the A&H using the thru function.

Cheers.

Samuel S 10:00 PM - 10 June, 2011

No sorry, I meant if you connect the Xone:DX to your computer using the USB cable and then select it as your sound output device in the sound preferences section of system preferences. Then play some tracks through iTunes and let me know if it drops out at all?

djzippy 4:35 AM - 11 June, 2011

I tried playing music through iTunes using the Xone:DX as the sound output after an audio drop out to the right side. Still no audio to the right speaker after trying this method.

Cheers.

Samuel S 9:42 PM - 12 June, 2011

It sounds like this is a hardware issue with the Xone:DX sound card output which is causing the right channel to dropout. It is probably only affecting the soundcard output channel rather than the direct hardware thru channels which is why you wont be getting this when plugging your iPod in.

I would recommend getting in touch with Allen & Heath or taking your unit back to the store you purchased it from to get it serviced.

Cheers,

Sam.

djzippy 10:26 PM - 12 June, 2011

In the process now of sending the A&H back to the store where I got it from. Thank you for your help over the past few weeks. I really appreciate it. Great customer service!

Samuel S 4:18 AM - 14 June, 2011

No worries :) Let me know how you get on.

Sam.

djzippy 9:59 PM - 22 June, 2011

Hi Sam

Got the replacement Xone DX last week. Still having the same problems with loss of audio on either the right or left side. I am now running the audio from SPDIF out to my monitors as they support digital. No loss of audio there.

Bit of a shame as I won't be able to take out my Xone DX to gigs as the analogue outputs (XLR, RCA) would be required.

Could this be a software / firmware related issue?

Cheers.

DJ-Sven 8:09 AM - 23 June, 2011

In case of Audio-Problems, try to tap / knock your Xone DX at the Panel between Fader 2 and the middle. Will the sound come back again?

Al C 4:43 PM - 24 June, 2011

Hi djzippy

This isn't a software issue - it's a hardware fault.
Did you return your DX for service, or did the dealer replace the unit?

If you have been in touch with us at A&H, please can you let me know your A&H Support ticket reference?
This will be a three letter/six digit reference in the format: ABC-123456. It's also included in the subject line of any reply sent from A&H.

Thanks
Al

Julynessi 9:07 PM - 24 June, 2011

I have That Problem too But I think I have The way To fix that
In case Of Me I Use Traktor Pro2 & Itch Some time

The problem come from The Midi Message that Output To The XoneDX Hardware A#-1(Bb-1),F#1,D#0,C#1 All of this Msg Turn the Cue Button Into The RED Yes....And all this Message Turn The Xone:DX Main Mix Led Meter to Display The Cue Bus Level Too......I Fix This by Send Out The Midi Message (37(C#2),38(D2),39(D#2),40(E2)) instead of the above message (All In CH12)
(the point is I'm Prevent the RED Message to send to XoneDx Hardware)

And After Do this I can run Traktor Pro2 with out any Drop Out or Loose The Right Audio Channel
I tested around 3 Hour.....And Never Got That Problems

Try It Your Self And Hope This Information Help

Al C 12:29 AM - 26 June, 2011

Hi Julynessi

Just to collate the two threads; here & at serato.com

I don't believe the symptoms are related; DX works in a different way when connected with Itch, than other DAW, or digital DJ applications.
I will take a look to see if we can reproduce your TSP2 symptoms on units here - if so I'll report back to the Serato forum.
Otherwise your findings would be considered a Traktor issue; MIDI data sent to hardware should not affect the audio signal as LEDs on the DX are goverend by MIDI parameters set in the software host, rather than analogue signal levels in the DX unit itself.

Hope this helps for other users following the thread, tho I'll get back with more info to clarify things after the weekend
: )

Cheers
Al

djzippy 2:50 AM - 26 June, 2011

Hi Al C

I sent the Xone DX back to the store to get replaced.

The A&H Support ticket reference is #ANJ-567225

Cheers :)

Samuel S 10:35 PM - 26 June, 2011

I'll close this thread off for now. Can everyone else in the thread other than djzippy please start a new help request for your issue. It helps us to track everything individually.

Cheers,

Sam.

djzippy 9:22 PM - 7 January, 2012

Hi Sam.

Just letting you know I had the unit replaced last year and i'm still getting these audio drop outs either to the left or right side on a regular basis when I use the analogue XLR outputs. The digital SPDIF outputs seem to be a lot more reliable and may get the odd audio drop out but very rarely.

I have the latest Serato Itch and Firmware installed. Do you have any more suggestions or updates to this problem over the past few months?

Cheers

Al C 1:58 PM - 9 January, 2012

Hi Jeff

If you experience the same issue under both v1.7.1 and v2 releases of Itch , then the problem may be hardware related. If so, we'd have to advise getting your current unit returned to Jansen for further investigation, so the cause of the problem can be correctly identified and fixed.
- I'd suggest this in favour of a replacement so you can be certain any issue on your unit has been both confirmed, repaired, and re-tested.

We can liaise directly with Jansen to ensure the issue is effectively resolved as soon as practicably possible.

If you need additional help to get things sorted out through the distributor, send us a message via your initial A&H Support ticket (use the 'Reply To' option in your email client for any previous correspondence to re-open the thread) .

Hope this helps.

Cheers
Al

djzippy 3:56 AM - 14 January, 2012

Thanks Al

I have just replied to A&H support ticket ANJ-567225

Cheers

Jeff

Al C 3:47 PM - 16 January, 2012

Hi Jeff

OK, thanks. I'll pick it up there and get back to you on the ticket today.

Cheers
Al

10:00 PM, 20 Feb 2012

This help request has been closed due to inactivity.

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