problems with the output of the xone dx

pseudosonix 4:01 AM - 14 June, 2011

Product: itch
Version: 1.7.1
Hardware: allen-heath-xonedx
Computer: mac
OS Version: 10.6.6
---

I have been having issues with the xone output. it started with every once in a while when i was using the RCA master output either the left side or right side would fade out after using the xone for 30 minutes or more but then would come back randomly. Then sometimes both left and right output would go out when using RCA. Also a couple of times it would start out with nothing going to the RCA output and i would be able to get that working again by restarting itch a few times. Then when i was djing at a bigger gig using XLRs during the gig music stopped going through the right side of the XLR master output. I restarded itch and it was working fine again. This was a surprise for me because i had never had problems with the XLR outputs, that was about a month ago. The most recent and most disastrous event was this saturday. I was djing at a gig and i set everything up and started playing music to see how everything was sounding and there was no music going through my headphones or the XLR outputs. However on the DX i could see on all the lines it was showing that there was music going from itch to the DX but there was no audio through the headphones or speakers. I ended up using my back up cdjs. The next day I reloaded itch onto my computer and everything was working again, or so i thought. today i am having the same issues once again. I cant find the root of the problem and cant figure out how to solve it. It is becoming a huge issue because i cant rely on a piece of equipment that might not output music to the speakers or might randomly stop outputting during a gig.

varjjak 3:59 PM - 14 June, 2011

the update to Version 1.7.1 turn my xone dx in a....zx spectrum!
Back to an older version and good luck. Or use the Traktor!
How can they put a new version with so many bugs????? Really don´t understand. It's not a cheap machine...
:(

i hope they resolve the problem very soon.

Samuel S 10:33 PM - 19 June, 2011

Hey pseudosonix,

Could you please let me know if this output dropout happens in the headphones too? Does it happen when you select the Xone:DX as your sound output device and play tracks from iTunes (Using it as a sound card) ?

pseudosonix 10:39 PM - 20 June, 2011

the output dropout has never happened with the headphones but there has been a couple of times where i opened up itch and from the start there was no output to the speakers and the headphones and restarting itch and my computer didnt help, every time i opened itch it would be the same problem and then it would be working again the next day.

pseudosonix 10:45 PM - 20 June, 2011

and also the strange thing is when ever this stuff happens i can always see audio levels on the xone in the line levels and the master. and sometimes when the output fades out i can move around the master knob and it will make the output work again but that doesnt always work.

Samuel S 2:31 AM - 21 June, 2011

Have you tried using the Xone:DX as a soundcard and playing tracks from iTunes and see if you get the same kind of audio dropouts?

Sam.

ephrem 9:00 AM - 21 June, 2011

i'm having the same problems. i suspect this problem started after updating of the firmware. serato pls. advise...

salsadj 9:48 PM - 21 June, 2011

Same problem here. I started me own thread. Question for those who seem to be having the same issue. Was your machine made in china or the UK? Mine says china.

Al C 4:49 PM - 24 June, 2011

Hi pseudosonix

I think this is a hardware problem, sorry : (

If you can submit a ticket to A&H Support, I can advise you further on the most efficient way to get this resolved.

btw - when you submit your ticket, please let us know you've posted here under this pseudonym.
- if you already have, please let me know the ticket reference

Thanks
Al

Al C 4:54 PM - 24 June, 2011

Hi ephrem

Quote:

i suspect this problem started after updating of the firmware. serato pls. advise...

If you experience the same symptoms as pseudosonix firmware is not the issue - the firware updates for DX do not affect the audio system, only MIDI side of things.

As mentioned above, this kind of symptom suggests a hardware problem, so the best thing to do is to get the unit checked out in service (and this can be done under warranty).
If you can let me know where you're based, I can offer ore advice - the easiest way to do this is to submit a ticket via the A&H Support Home page:
www.allen-heath.com

If you already have - please let me know the ticket reference.

Cheers
Al

Al C 4:56 PM - 24 June, 2011

@ salsadj

Please can you reference your thread here so I can check-out the symptoms you describe?

Thanks
Al

Julynessi 9:48 PM - 24 June, 2011

Sorry to Post same Message But I think I poseted on Worng Thread Lol
Julynessi9:07 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 11:57 PM - 25 June, 2011

Hi Julynessi

Thanks, but your thoughts regarding MIDI messages used in Traktor Pro2 will not relate to the above issues; the DX works in a different way when connected with Itch, than other DAW, or digital DJ applications.
But if you can add a link here to your other post I'd be interested to take a look at your findings in a more relevant thread : )

Thanks
Al

Al C 12:02 AM - 26 June, 2011

Hi salsadj

Quote:

Same problem here. I started me own thread...

Please post a link to the thread here, or forward the link to us via your recent UK Support Ticket submission (VCI-680540).

I'll can then take a look into matters raised in both; this will enable me to better assist with your issue.
: )

Thanks
Al

Al C 12:16 AM - 26 June, 2011

Hi Julynessi

Quote:

...if you can add a link here to your other post ...

's OK, I found it !
serato.com

As mentioned tho, I don't believe these symptoms are related, but I will take a look to see if we can reproduce your TSP2 symptoms on our units here
- If so I'll report back to the Serato forum with any relevant info.
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.

Cheers
Al

ephrem 5:05 PM - 8 July, 2011

Hi Al,

I'm located in Singapore. I just sent an email to Allen & Heath regarding this but I didn't get a ticket no.

Since my last post, I went back to where I bought the DX for a 1 for 1 exchange but still the problem persist. Unlucky to get a defective one the first time I can accept, but same problem on second one as well??!!!

This problem occurred during my gig a couple of hours ago...not my best performance to say the least. I really thought that I was buying the best, most reliable (because it's the most expensive) controller in the very saturated market...I was wrong! Most expensive doesn't mean it's the best apparently.

VERY DISAPPOINTED!

p.s -
thks for the reply anyway AL...cheers

ephrem 1:45 AM - 9 July, 2011

Al,

Managed to isolate the problem. The dropouts occurs when I switch one channel (deck 4) to input an external source. I run Ableton Live 8 concurrently with itch, and I noticed that if I start Itch before I activate Live 8 this problem happens. Itch must be the last program activated. I tried it for 20mins without the dropouts, i'm gonna give it a try for my gig later, hope it works out...cheers

BTW, are u guys at Serato planning to include the Bridge option in Itch?
More options on the interface (something like Scratch) will also be a welcomed update.

Cheers

ephrem 6:32 AM - 9 July, 2011

No good...problem still inherent

Julynessi 3:01 AM - 10 July, 2011

All I have to said that The Audio Drop out was Happened by the Software
not the Xone:DX Hardware....
but In my case I'm not use Itch software I'm use "Live8","TraktorPro2","Reaktor" as main apps
and I'm never get audio dropout problem except "I'm send some worng midi message" to the dx device
but it's not drop out ... it's seem xone:dx change the behavior of audio output
don't want to talk to much coz' it's not related to Itch but trust me that problems happened by the software not the hardware

ephrem 6:22 PM - 10 July, 2011

@Julynessi: That does makes sense...it explains why still get the same problem despite getting a 1 for 1 exchange on the hardware...must be software conflict...thks for the feedback!

@Al: same problem on 2 brand new machines...seems logical that it's the software that's at fault right?!!...PLEASE ADVISE SOONEST!

pseudosonix 7:00 AM - 13 July, 2011

Quote:

Hi pseudosonix

I think this is a hardware problem, sorry : (

If you can submit a ticket to A&H Support, I can advise you further on the most efficient way to get this resolved.

btw - when you submit your ticket, please let us know you've posted here under this pseudonym.
- if you already have, please let me know the ticket reference

Thanks
Al

when you say let us know ive posted here, do you just mean under subject say that i posted here and put a link? or is there another way to show that i have posted here?

pseudosonix 7:02 AM - 13 July, 2011

Quote:

Hi pseudosonix

I think this is a hardware problem, sorry : (

If you can submit a ticket to A&H Support, I can advise you further on the most efficient way to get this resolved.

btw - when you submit your ticket, please let us know you've posted here under this pseudonym.
- if you already have, please let me know the ticket reference

Thanks
Al

when you say let us know ive posted here, do you just mean under subject say that i posted here and put a link? or is there another way to show that i have posted here?

Al C 7:29 AM - 13 July, 2011

Hi pseudosonix
mentioning this thread, or your pseudonym in the content of the message, or subject line's fine - a link to the thread's good too (so any of my colleagues can follow things up if I don't pick the ticket up). It's mainly so we can see that we're talking to the same person - this'll enable us to pick things up at A&H from where you are here - without having to ask you a bunch of questions you've already covered.
If you already submitted a ticket you'll have been sent an 'autoresponder' message from our server; this will tell you your A&H support ticket reference - it's in a three letter/six digit format 'ABC-123456'

Cheers
Al

pseudosonix 9:58 PM - 15 July, 2011

ok thanks, i havnt submitted a ticket yet, im going to do that now and i will put the link of this discussion in the subject

pseudosonix 10:26 PM - 15 July, 2011

when i submited the ticket, i entered the security code wrong and when i re-entered it i didn't realize it changed the priority to low instead of high... do you know if there is any way that i can change that? and if not, do you think they will take a lot more time to resolve my problem because of that?

Al C 9:42 AM - 18 July, 2011

Hi pseudosonix

Quote:

...going to do that now and i will put the link of this discussion in the subject

Thanks for doing that :o)
don't worry too much about the ticket 'priority' settings; that's something the A&H servers automate to some extent so will not necessarily reflect the status of your specific issue.
I've seen the ticket so will pick it things up from there today.

@ ephrem & Julynessi; if you still need some assistance on your issues please can you start a new thread here at Serato, submit a ticket for Technical Support via the A&H website: www.allen-heath.com, or send me a PM with the link if you already have.

Cheers
Al

viper9711 6:43 PM - 18 July, 2011

Mesage to all people with output and headphone problems:
Today I had a call with Allen&Heath Distributor Audio Technica Germany:
The reason for the most audio-signal lost at RCA and Headphone is a Flat Cable from/to the sound card. The plug of this cable sometimes had bad contact.
I´ve send my unit to the support for repair. It should be well-known Problem but it´s easy to repair.

Greets
viper9711

Al C 3:52 PM - 28 July, 2011

Hi All
just wanted to update this thread...

Al C 3:53 PM - 28 July, 2011

@ pseudosonix
Thanks for getting back to me at A&H. This has helped to speed up the process for getting things resolved.
Our US distributor is now on the case to ensure your unit's checked out and returned to you, fully working, ASAP. But if you experience any problems following it's return, please let me know; here and via your A&H Support Ticket

Hope this helps :o)

Cheers
Al

Al C 3:54 PM - 28 July, 2011

@viper9711
Thanks for the PM, again the info there should help me to follow the return of your unit to our distributor in Germany and also enable us to liaise directly with them for any diagnostics and/or repairs.
Please note, however, that it's impossible to confirm the cause of your symptoms before the unit has been investigated and, at this stage, I'd be pretty wary of jumping to conclusions about a specific cause. I'd also note that to suggest 'It should be well-known Problem' is somewhat misleading Audio-Technica do not have info to back this up.
But, as with pseudosonix, if you do experience any problems following the return of your DX, please let me know; here in a PM, or by following the 'submit a ticket' link on the following webpage:
www.allen-heath.com

Thanks

Al C 3:55 PM - 28 July, 2011

@ephrem

Quote:

same problem on 2 brand new machines...seems logical that it's the software that's at fault right?!!...PLEASE ADVISE SOONEST!

not necessarily; you may have seen two faulty units - it's unusual, but not unheard of I'm afraid :o(
But without more details, or at least running a few diagnostics, it's impossible to say for sure.
I have though been in touch with our distributor in Singapore, so if you've been in contact with them, or you're still experiencing problems following service, please do let me know.

A PM in these forums is good, but submitting a ticket to A&H is always the most effective way for us to assist with any hardware issue. See the link above for tickets to A&H UK
- You did mention that you had already submitted a ticket, but didn't get a reply; if you can tell me what the ticket reference is, or tell me your email address, I can follow this up.

Hope this helps
Cheers
Al

WLLM 12:38 PM - 21 August, 2011

@ AL C
Here in Holland the same problem I think. But I have discovered a strange thing. There is no problem when I use my DX as soundcard for iTunes or an other application. The problem appears only when I use Itch. But when the sound is gone in Itch and I'm starting a track in iTunes it's simultaneously back. That suggest that there is a software problem. This evening I try it on an other MacBook with an other version of Itch....when the problem remains I think it is a hardware problem. When there is no problem at al it suggest a software problem. Is there other news around this issue??

THNX

WLLM 8:53 PM - 21 August, 2011

Ok...I've tested the DX on another MacBook with Itch 1.6 (standard delivered with the controller) and I had the same problem. Maybe a clue for the technical people. When the problem takes place and I touch the gain the sound will be back.

Al C 8:51 AM - 24 August, 2011

Hi Wllm

These sound like different symptoms to those pseudosonix describes (and confirmed as a fault on the unit), so it may be a better idea to start a new thread than to continue too far on your issues here, but where is the audio signal lost;
headphones
main output
or both?

- if it's lost at the main outputs, please confirm if you're connected via XLR, RCA or both; this could give us a clearer idea if your problem is system, or unit, specific.

Cheers
Al

WLLM 7:50 PM - 25 August, 2011

Hi Al C,

The issue fromm pseudosonix sounds like this one. The difference is that I have only problems like him at the right master output...both XLR and RCA. I have tried the booth output there is no problem...there seems also no problem with the headphone.

Thanks for your reaction.

Greets WLLM

FinFubar 11:32 PM - 5 September, 2011

I'm having similar kind of issues with my dx, main rca out drops right channel out. Running sound as a soundcard seems to help for a while every now and then. Booth out had some problems before but now that seems to work fine. Some dropouts from headphone jacks as well, tried both jacks with similar results. I'm located in finland and bought the unit from thomann, germany. Does this mean I'll have to send it back to thomann or can I use a more local a&h dealer?

FinFubar 11:33 PM - 5 September, 2011

Forgot to mention, itch 2.0 and 2.0.1 as running version.

Al C 4:15 PM - 6 September, 2011

Hi Wllm

If you have these symptoms the issue is hardware.
In this case, please contact your dealer, or the A&H distributor for the region to make arrangements for the unit to be tested under warranty.
If they can confirm the fault, they'll be able to fix this without too much hassle

Cheers
Al

Al C 4:35 PM - 6 September, 2011

Hi FinFubar

Quote:

I'm located in finland and bought the unit from thomann, germany. Does this mean I'll have to send it back to thomann

You should contact your retailer in the first instance for any warranty issue. It's they who are responsible for administering any action that may be required.

Quote:

can I use a more local a&h dealer?

Unfortunately not. You made the purchase via Thomann, so you'll need to go through them for after-sales support - as is the case with any consumer purchase, the retailer's price will include a profit margin, and within this is an amount to take account of exactly this kind of thing. So a dealer who didn't make the sale shouldn't be expected to resolve the issue.
In simple terms, this is what's stated in the T&Cs for the warranty in the DX User Guide

But if you have any difficulties contacting your supplier about the matter, or with their handling of any warranty enquiry, then please let us know at A&H by submitting a Support Ticket to us via the A&H Support Home website:
www.allen-heath.com

We will then step in to ensure the matter is resolved as effectively as possible.

Hope this helps clear things up :)

Cheers
Al

5:00 PM, 20 Sep 2011

This help request has been closed due to inactivity.

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