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  #1  
Old 07-17-2013, 05:09 PM
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Artist PM Artist PM is offline
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Default Help us help you

Hi guys,

We are having trouble reproducing issues in our test studio. I've put together some questions to help us isolate issues. If you can help us by answering these questions we can get to a reproduction and resolution.

http://www.surveymonkey.com/s/R6KM2GZ
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  #2  
Old 07-18-2013, 10:53 AM
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DanielEUCON DanielEUCON is offline
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Default Re: Help us help you

IMPORTANT!

We are trying to track down a specific issue related to the EUCON 3.0 release for Artist Series. Please only respond to this survey if you are seeing the following issue:

- Pro Tools 11 fails to connect/populate the Artist Surfaces. Surfaces do connect to EuControl.

This issue is described in the following thread(s):
http://duc.avid.com/showthread.php?t=341036
http://duc.avid.com/showthread.php?t=340362
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  #3  
Old 07-21-2013, 12:16 PM
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Emcha_audio Emcha_audio is offline
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Default Re: Help us help you

Not working for me on either pt 10.3.6, pt 11 or pt 11 HD. On windows 7 Ultimate.
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  #4  
Old 07-22-2013, 09:15 AM
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DanielEUCON DanielEUCON is offline
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Default Re: Help us help you

Quote:
Originally Posted by Emcha_audio View Post
Not working for me on either pt 10.3.6, pt 11 or pt 11 HD. On windows 7 Ultimate.
PM sent
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  #5  
Old 07-23-2013, 01:30 AM
ha2dorff ha2dorff is offline
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Default Re: Help us help you

Worked for me (so far):

1. Uninstalled version 2.7.1
2. Installed version 3.0.
3. Both PT 10 and 11 started fine with my artist gear (2 x Mix, Control and Transport).
4. Turned Mac off. Waited a minute. Turned Mac on.
5. Both PT 10 and 11 DID NOT start with my artist gear.

6. On EUCON Preferences: Clicked "Stop". Waited 30 sec, and clicked "Start".
7. Both PT 10 and 11 started fine with my artist gear.
8. Turned Mac off. Waited a minute. Turned Mac on.
9. Both PT 10 and 11 started fine with my artist gear.
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  #6  
Old 07-23-2013, 02:54 AM
Antonio Escobar Antonio Escobar is offline
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Default Re: Help us help you

I have the same issue, but I have to stop-start every time that I start the Mac.
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  #7  
Old 07-23-2013, 06:23 PM
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DanielEUCON DanielEUCON is offline
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Default Re: Help us help you

We have some additional questions, some of these may seem redundant or simplistic however they will clue is in to the root issue that is causing the startup failure.

1. After rebooting and before starting ProTools, or any other DAW, is the MC_Client application running on your system?
- Use spotlight to open Activity Monitor.
Search for "MC_Client".
- If not there make sure the drop down next to the search box is set to "All Processes" before answering "no").


2. Is EUCON configured to start automatically on system boot?
- Go to System Preferences, EUCON. There's a button next to the "Delete" button, does it say "Start" or "Stop"? (NOTE: Start means that EUCON does NOT start automatically, Stop means it DOES start automatically)

3. Do you launch EuControl manually after a reboot?
- If yes to 3., do you start it before or after launching ProTools?


Sent from my iPhone using Tapatalk 2
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  #8  
Old 07-24-2013, 08:29 PM
Jerry Woolsey Jerry Woolsey is offline
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Default Re: Help us help you

[QUOTE=DanielEUCON;2066077]We have some additional questions, some of these may seem redundant or simplistic however they will clue is in to the root issue that is causing the startup failure.

1. After rebooting and before starting ProTools, or any other DAW, is the MC_Client application running on your system?
- Use spotlight to open Activity Monitor.
Search for "MC_Client".
- If not there make sure the drop down next to the search box is set to "All Processes" before answering "no").

Yes it's running.


2. Is EUCON configured to start automatically on system boot?
- Go to System Preferences, EUCON. There's a button next to the "Delete" button, does it say "Start" or "Stop"? (NOTE: Start means that EUCON does NOT start automatically, Stop means it DOES start automatically)

It says stop.

3. Do you launch EuControl manually after a reboot?
- If yes to 3., do you start it before or after launching ProTools?

I have to stop and re-start the service to get it to work, then run Pro Tools.


Hope this helps,

Jerry Woolsey.
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  #9  
Old 08-01-2013, 07:02 AM
GuyPicks GuyPicks is offline
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Default Re: Help us help you

[QUOTE=Jerry Woolsey;2066502]
Quote:
Originally Posted by DanielEUCON View Post
We have some additional questions, some of these may seem redundant or simplistic however they will clue is in to the root issue that is causing the startup failure.

1. After rebooting and before starting ProTools, or any other DAW, is the MC_Client application running on your system?
- Use spotlight to open Activity Monitor.
Search for "MC_Client".
- If not there make sure the drop down next to the search box is set to "All Processes" before answering "no").

Yes it's running.


2. Is EUCON configured to start automatically on system boot?
- Go to System Preferences, EUCON. There's a button next to the "Delete" button, does it say "Start" or "Stop"? (NOTE: Start means that EUCON does NOT start automatically, Stop means it DOES start automatically)

It says stop.

3. Do you launch EuControl manually after a reboot?
- If yes to 3., do you start it before or after launching ProTools?

I have to stop and re-start the service to get it to work, then run Pro Tools.


Hope this helps,

Jerry Woolsey.

exact same issue here.
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  #10  
Old 09-26-2013, 12:38 AM
Basstian Basstian is offline
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Posts: 305
Default Re: Help us help you

Same here.

OS 10.8.4
PT HDN 10.3.7
PT HDN 11.0.2
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