• Registered: 2011-05-27
  • Posts: 24

Topic: Many serious problems with my VLT

Hello my fellow VLT users and people at TC Helicon,
I have been using my unit since July, 2011 for my online music program and have some serious issues to address.

1) This one we all know about, the AUX level will not stay at the level I set it at like the other levels in that menu, It always resets to -21db when turned off.  We were promised a firmware update for this issue as early as of March of last year from what I've read in the forums and still nothing.  To me this is unacceptable, lets get our act together and get the update out ASAP!!!! 

2)  I have noticed on my unit that the delay block won't work anymore, meaning when I activate it or have a preset with delay I hear no delay at all.  Then after a while of the unit being on it works but I can't lower or raise the levels, very frustrating!!!

3)  In the past month while using the VLT in my show, three times my vocals have went dead like the unit is off, I have to turn it off and on to get a voice signal back.  I have seen a few others with this problem recently on the forums.

4)  And finally, I use my AUX input for a mp3 player and have noticed that I now have to wiggle the mini jack to get a signal through it, the cable is new and working on other devices without the same problem so my only other guess is a short in the AUX input jack of the VLT.

I run my unit in stereo through a small mixer and have no midi connected.

I guess who I am really directing this thread to is Joey or Craig at TC Helicon, it's obvious something is wrong with my VLT and would like the most direct way to get it repaired under warrantee.  Your info is appreciated and I await your immediate reply.

Thank you,
Mike

  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Hi Mike,

I'll tackle each issue in order smile

1. Sorry that it's been so long coming with an Aux update. I know it must be frustrating. We're trying our best to get updates out and I'll let everyone know as soon as there is one.

2. That's an odd one. I haven't heard of effects blocks only working after the unit has been on for a period of time. Are you using a keyboard/MIDI with it?

3. Same question as above, are you using a keyboard/MIDI with it? For both 2+3, we've seen keyboards inadvertently sending MIDI CC's (CC7 Volume is a good example) that are setting things in funny ways and making it look like the unit is messing up.

4. Some cables have a difficult time "seating" up against the edge of the Aux input. I think it's an issue with how the jack lines up with the rest of the housing. Sometimes the cable will contact the housing before it's all the way in, which causes the connection to be unreliable. I'd try a different cable first, preferably one with a flat base (some are rounded where the metal TRS emerges from the plastic of the cable).

If you don't have a keyboard or have been able to mess around with filters etc. on the Touch and the keyboard and are certain there's no way there's CC's getting to the Touch and a different cable for your Aux doesn't help the issue, I'd get in touch with support to see about service/replacement for your unit.

http://www.tc-helicon.com/support/

You'll need to register your device etc. via http://www.tc-helicon.com/account/ and then create a support ticket.

Cheers,
Craig

Craig @ TC-Helicon's Website

  • Registered: 2011-12-23
  • Posts: 102

Re: Many serious problems with my VLT

Mine has done the same to me numerous times, with both corded and wireless mics, I have nothing attached externally sending codes, setup standalone, power, mic, aux in, outs to mixer.

Just nothing from mic, the systems responds to commands, nothing has changed in the setup, just nothing coming out. You just have to 'turn in off and on again'.

Most times it has done it mid song, but it has also done it when it has been standing for a few ours, then when u go to use it, nothing.

Could it be a PSU issue that is specific to a region, mine is 240V UK SPEC.

Last edited by shoxproductions (2012-01-10 13:47:49)

*insert funny frase here*

You can lead a fool to wisdom but you can't make him think .
Everything is possible, except to ski through a revolving door.

Many times I say only 'yes' or 'no' to people. Even that is too much.
  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Heya Shox,

I have heard of units freezing up when there's no input for an extended period. We're looking into that one right now. The freezing in the middle of a show must be ridiculously aggravating!

Shox do you use a condenser or dynamic mic? Did it happen when you 1st got the unit or only after a firmware update?

I hadn't thought of tying the 240V supply to the issue. It would be interesting to see if that's a common factor.

Mike: Is your A/C 240V or 120V?

Thanks guys!

Craig

Craig @ TC-Helicon's Website

  • Registered: 2011-12-23
  • Posts: 102

Re: Many serious problems with my VLT

Hiya Craig,

It freezes whether it be Condensor u-87,nt-1, dynamic SM58, MP-75, sennheiser 965, the vlt is set appropriately, for either phantom off, on, or mic control. The unit is only 3 months old, hardly used, when it does it, it is still operational, ie you can change presets, check the setup etc. It is as though the mic has been muted.

running latest firmware



-----------------------

Idea for Mike,
As your delay block is not working, then works after a while, it sounds like some sort of firmware/software issue. You could try, backup presets, restore a previous version of firmware, give the unit a whirl with reference delay block, assuming that works, re-apply latest firmware, restore presets. As your firmware might have got corrupted.

Preset #26, simple slap delay would be a good one for testing.

Last edited by shoxproductions (2012-01-11 05:15:40)

*insert funny frase here*

You can lead a fool to wisdom but you can't make him think .
Everything is possible, except to ski through a revolving door.

Many times I say only 'yes' or 'no' to people. Even that is too much.
  • Registered: 2011-12-23
  • Posts: 102

Re: Many serious problems with my VLT

Hiya Craig,

Would it be possible for a section on the site for people to like vote on what they want fixing/correcting and adding to the devices firmware. Kinda like a Poll. That way you maybe able to gauge how serious the problems are and how many people are having issue, but not reported them.

This also would allow yourselves to concentrate on the major problems/issues, as you have a database of things to do for next firmware, the poll could be populated quite easily i would have thought.

Also your tech guys (software gurus), could also see what is annoying us lowly users by checking the poll results. Thus allowing them to be in contact with the users needs.

This probably sounds a radicle idea, but I am sure it would help us the users, you in support and also the techie guys, who are running around in there hamster wheel generating electric for there cups of coffee.

Last edited by shoxproductions (2012-01-11 03:17:15)

*insert funny frase here*

You can lead a fool to wisdom but you can't make him think .
Everything is possible, except to ski through a revolving door.

Many times I say only 'yes' or 'no' to people. Even that is too much.
  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Good idea Shox. I'm not sure if there's a poll option here, but I'll look into it.

It would be nice to have an easy synopsis of the results as opposed to a thread that might get pretty long pretty quickly.

Cheers,
Craig

Craig @ TC-Helicon's Website

  • Registered: 2011-05-27
  • Posts: 24

Re: Many serious problems with my VLT

Hey Craig,

Thank you for your reply about the problems I'm having.  I do not run any MIDI in my setup and I believe I'm using 120v standard household current here in the States.  I use a Audix dynamic microphone connected to the VLT's mic input, then running through a stereo channel on my mixer.  I then connect the mixer to my pc using the mixers USB interface.

I'm trying to make a video showing the delay block bug and the AUX jack shorting but it will take me a few days to figure it out hahaha...  When I turn on my VLT and activate the delay block, the little red light lights up in the block but I hear no delay even though the levels are set right when I check the edit menu.  Now after singing one or two songs I change to a different favorite with the delay and it starts working but, if I go into the edit menu at this time and try to scroll through the level, width, lead level options it seems like its stuck on the level selection and I cant raise or lower the dbs(like it's locked up).  I pretty much only use the number 16 and 17 delays.

As far as the AUX input jack problem, it worked fine for months then started shorting...  I did buy a top of the line male to male mini jack cable with the same no signal effect, I still have to wiggle the jack till I hear music and it sometimes takes a long time.  Now you say I may need to find a special flat ended jack cable to seat up better and I have to ask why isn't this little bit of information included in the manual?  I've already spent more money than I am willing to troubleshoot this issue and feel it's TC Helicons turn to look at it.

Hey Shox, thanks for the advice, I tried preset #26 with the same effect, no delay what-so-ever and when I go into the edit part of the delay block its froze on the level option which I can't raise or lower the db....very weird!!!!!

I was hoping to get a phone number to call to talk with someone directly about warrantee repair options seeing that the support ticket crew has a terrible reputation for not replying from what I read in the forums.  No offence Craig, I just want to talk to somebody in person.

Thanks,
Mike

  • Registered: 2011-12-23
  • Posts: 102

Re: Many serious problems with my VLT

Hi Mike,

Definately sounds like it needs a call to support and getting the unit back for repair.

Did you try going back a firmware release? Just to see if it has a corrupted firmware.

Last edited by shoxproductions (2012-01-12 12:11:52)

*insert funny frase here*

You can lead a fool to wisdom but you can't make him think .
Everything is possible, except to ski through a revolving door.

Many times I say only 'yes' or 'no' to people. Even that is too much.
  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Heya Mike,

Yeah, if the Aux jack worked fine and then became flaky, that's a hardware issue, not a cable. I just offered that suggestion because I've seen a few cables that work better than others. Definitely get in touch with support to get your unit looked at.

The delay block thing is weird for sure. The fact that you can go to a fav, that uses a different delay and therefore different settings, and the delay starts working, makes me wonder if there's something set in that initial delay that's causing it to not output.

If you turn on the unit and then tap Delay to turn the effect on (and don't hear anything), then press/hold the Delay button to get into its settings, are all the levels turned up? I'm wondering if something was changed in a particular preset that it's defaulting to on boot.

Cheers,
Craig

Craig @ TC-Helicon's Website

  • Registered: 2011-05-27
  • Posts: 24

Re: Many serious problems with my VLT

Hello again Craig,

I have checked and confirmed the delay levels are set to 0dBs on all my favs when I first power it up and I still don't hear a thing as far as a delay effect.  I found the number for customer service and have talked to a rep and am waiting further instruction via email.  Thank you for helping troubleshoot the problems with my VLT and pointing me in the right direction to getting it replaced, this forum was very helpful also and I will do my best to be a active poster.  One last thing, I am not going to let ya rest about the AUX level always resetting to -20dB till we get the firmware update, this has become a personal quest of mine lol.  For almost a year now we have been told there is a update in the works but you don't know when it will be out.  Is there a communication breakdown between you and the technicians involved, are they playing a game of keep all information secret?  Why is it so hard to get a little info on this subject when so many people have asked about it?  I'm not a expert on the matter but I bet there is some information out there.  Maybe you can give me a name and ext. number to somebody higher up on the ladder that I can discuss my concerns about this issue with? 

Anyways, thanks again Craig, you are doing a great job and I appreciate what your doing for us. smile
Cheers,
Mike


Hey Shox, thank you for helping me also, I'm sorry to say that reinstalling the firmware had no effect on my VLT's problems and will be shipping it in for a replacement. 

Thanks again,
Mike

Last edited by mikek1968 (2012-01-13 14:21:17)

  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Heya Mike,

Thanks for the props smile

Regarding the update schedule, it's a small office, so I can walk 10 ft. and bug software guys about updates, just in case you were picturing a sprawling Google campus. hehe. The real issue is figuring out the balance between working like mad on new products, which are more complex than I ever imagined before I started here, and keeping up with updates.

I'm one of the voices in the office that is pushing for us to do a better job of running new development parallel to updates/fixes. It's something we know we need to do better at and I know it must be frustrating to get a series of "when it's ready", but I'd hate to give specific dates or even estimates without knowing for sure we can hit the target.

The new software guy is working on the Aux issue and some other stuff as part of his trial by fire, so it's all making progress.

Cheers,
Craig

Craig @ TC-Helicon's Website

  • jimo
  • VC Top Contributor
  • Offline
  • Registered: 2012-01-06
  • Posts: 27

Re: Many serious problems with my VLT

Hi

I am amazed at all the things that go wrong with the VLT, hard and software.

I have had my unit just 2 weeks and found the headphone jack,power supply jack

and aux out jack are all substandard,(I could blame the plugs) I have one mic lead I cannot plug in to the LXR port it is too tight. Never have I had so many ports give trouble.

Just reading about the software problems on this forum makes me wonder if I

bought the right unit. Are there any happy owners?

Cheers Jim.

  • From: Victoria, BC
  • Registered: 2011-07-25
  • Posts: 739

Re: Many serious problems with my VLT

Heya Jim,

One thing I always have to keep in mind about the internet/forums etc. is that people tend to say things when they're either very happy or very upset. That's why product reviews often have a mix of 8-10/10 and then a bunch of 1-3/10.

The number of people on the forums represents a small percentage of the user base, so when we see issues here, they sometimes feel like they're happening to, or bothering, "everyone", when that's not actually the case. That doesn't make it any less important when it comes to identifying and solving issues, it just keeps things in perspective.

There are definitely things we'd like to improve and software issues we're working on fixes for, but I know that there are lots of owners out there that simply don't hop online to say "It works fine for me.". They come online to say "This is the best thing ever!" or "You guys suck! How could you make this thing so bad!".

Did you buy the right device? Only you can answer that when you weigh the benefits it offers your performance/creativity etc. against any issues you might experience along the way. I find most users feel the benefits outweigh the disadvantages, but sometimes that's not the case and a user will take the unit back and find something else that works better for them.

Cheers,
Craig

Craig @ TC-Helicon's Website

  • Registered: 2011-05-27
  • Posts: 24

Re: Many serious problems with my VLT

Hello Everybody,

Hey Craig, I shipped my sick VLT to your York New York facility for a diagnosis today and will have to admit that even though it has never worked 100% since the get go, it has become a critical part of my show and a delight to use.  The reverbs are some of the best I've heard, plus the auto tune, harmonies, and Vloop brings a exciting new edge to my performances.  I actually had a nauseating feeling when I gave it to the postman lol, it will be missed and look forward to having one back quickly.  smile

Just wanted to make sure that you guys and gals at TC Helicon know, I think you're doing a great job helping vocalists with amazing, state-of-the-art products and have the upmost confidence I will have my issues fixed promptly and professionally.  Props also to everybody that posts on the forum, the information is invaluable and appreciated and I look forward to contributing.

Quick note to Jimo, although the lack of firmware updates and a few other issues are frustrating, I am a happy customer and love my VLT, I would recommend it to anybody that's looking for a great little all in one vocal processor with some pretty wild bells and whistles.  Have a great time experimenting as I did and I trust after a while you will come to love yours too.

Peace,
Mike

Last edited by mikek1968 (2012-01-17 14:03:49)

  • jimo
  • VC Top Contributor
  • Offline
  • Registered: 2012-01-06
  • Posts: 27

Re: Many serious problems with my VLT

Hi Craig and Mike1968.

The VLT is not a unit that you just buy,plug and play. If I would like to use all the features it would take a while to absorb all the video's and other info.
Being new to the unit it is taking me longer than I expected to understand all the info plus the fact that I want to use the MIDI feature from a keyboard means the keyboard also needs to be adjusted.So I have a learning curve on both units.

You are right that people will only access this forum when they have a problem, as I did, and the first impression is that there are problems with the unit.
Hence my reply. I have a long way to go with both the keyboard and VLT.
From the comments posted you do have a good customer service and with that I am sure I will get my VLT tuned.

Cheers Jim.

  • Registered: 2011-05-27
  • Posts: 24

Re: Many serious problems with my VLT

Hello Jimo,
I agree, there is a long seemingly never-ending learning curve with the VLT, I actually did not know mine was defective until I learned the basic operations and used it in my shows for a couple months.  The world of MIDI is a animal I have only recently started studying and it sure does bring another learning aspect to the party.  There are a bunch of very knowledgeable musicians on this forum and am certain they can help you troubleshoot any issues you may have.  I'm sorry I am new to MIDI but as far as basic operation and setup I have a good grasp of and am happy to help. 

Have fun,
Mike

  • Registered: 2011-12-23
  • Posts: 102

Re: Many serious problems with my VLT

The VLT is a beast for the live local performer, it does so many things out of the box, the built in presets do sound fantastic at first hearing, but i find for a live performance the level of the effects needs to be reduced slightly for my ears any how. Easily done just hold the required button down for a bit (ie delay,reverb,double) and reduce the level.

http://www.tc-helicon.com/download/manu … 20List.pdf

I found the above parameter list very valuable when experimenting and adjusting effects.

MIDI is indeed a complex animal, gone are the days of basic control of midi devices, now midi devices are much more complicated and getting them to talk to each other and do what you want is not always straight forward.

The VLT is not a VL2 or VLR, but for live poerformance i dont think it can be beat, sure it has a few bugs ( everyone is awaiting for AUX FIX ), but the advantages, sound, outway the current bugs.

That's my 2 pennies worth.

Could you easily manage without it once it is in your performance, probably not as it opens up so many more options for your vocals.

*insert funny frase here*

You can lead a fool to wisdom but you can't make him think .
Everything is possible, except to ski through a revolving door.

Many times I say only 'yes' or 'no' to people. Even that is too much.