Carbon won’t work in PT/won’t update firmware

[K Roche]

Well sorry getting beyond my level of knowledge to suggest.
I do remember quite a while back I had issues getting the firmware to update. But honestly I don't remember It may have involved the Carbon Not actually going back to the shipped default firmware But I just don't remember or what I may have done (other than go back to the default firmware a number of times in a row and maybe also reset carbon ?)

All I can say is that finally after updating to Sequoia 15.3.2 now PT seems to be able to consistently stay connected to Carbon

One quick question I just thought of -- are you able to use Carbon core audio to run a different DAW or even things like YouTube ? if so that would at least tend to suggest it is not something in your AVB ethernet section .

[Jason Todd]

Core Audio works fine with the Carbon for Youtube and Tidal. Haven't tried with a different DAW.

[K Roche]

Originally Posted by Jason Todd

Core Audio works fine with the Carbon for Youtube and Tidal. Haven't tried with a different DAW.

Agin not tech guy but that at least to me that suggests the issue is not about communication between Carbon and computer So it would seem to be software, but that is just a guess

[Jason Todd]

I agree. That's why I don't wanna send it in. I don't think it's a hardware issue and it's $1200 minimum bench fee no matter what the problem ends up being and it sounds like they won't include a report of what was fixed. It was suggested that the chip that holds the firmware may have been damaged. That's possible, but all I know is that it was working okay before I downgraded the firmware and now it's not. So it wasn't any kind of physical movement that could have damaged it if, that indeed, is the issue. It could only have been damaged via software.

I'm trying figure out a time to jump on the phone with an Avid tech, but I've been working 12 hour days Monday-Friday for a few weeks and they don't have weekend support. Hopefully in the next few weeks I'll have a weekday off and can get this resolved.

[marianna]

Originally Posted by Jason Todd

I agree. That's why I don't wanna send it in. I don't think it's a hardware issue and it's $1200 minimum bench fee no matter what the problem ends up being and it sounds like they won't include a report of what was fixed. It was suggested that the chip that holds the firmware may have been damaged. That's possible, but all I know is that it was working okay before I downgraded the firmware and now it's not. So it wasn't any kind of physical movement that could have damaged it if, that indeed, is the issue. It could only have been damaged via software.

I'm trying figure out a time to jump on the phone with an Avid tech, but I've been working 12 hour days Monday-Friday for a few weeks and they don't have weekend support. Hopefully in the next few weeks I'll have a weekday off and can get this resolved.

Hey Jason.....

You should hear from support as we have another option. They will respond via the case 04949182 and hopefully this will be better than sending it in. Still not convinced it's stuck in the state it is in but it might help with their suggestion.

keep me posted and Im adding myself to the case.

Marianna

[Jason Todd]

Thanks, Marianna. I received the email.

[Jason Todd]

As an update, they're working on getting me an RMA for a new Micro SD card. There's an internal micro SD card inside the Carbon that holds the firmware. Pending availability, they're gonna mail me a new micro SD with the appropriate firmware to see if it resolves my issue. I'll provide another update when the card arrives.

[marianna]

Originally Posted by Jason Todd

As an update, they're working on getting me an RMA for a new Micro SD card. There's an internal micro SD card inside the Carbon that holds the firmware. Pending availability, they're gonna mail me a new micro SD with the appropriate firmware to see if it resolves my issue. I'll provide another update when the card arrives.

Great and please make sure you ping me Jason.
Thanks
marianna

[Jason Todd]

Will do, Marianna. The programmed micro SD cards are backordered with no current ETA. Hopefully it won’t take too long.

[marianna]

Originally Posted by Jason Todd

Will do, Marianna. The programmed micro SD cards are backordered with no current ETA. Hopefully it won’t take too long.

Jason,

Yes, I am following the case and also added Mark the Product Owner to the case so we know the scoop. I'll check in next week with parts to see what's the scoop if we don't hear before then.

Im a good stalker :)

Marianna