MOTU firmware problem

[goose134]

I recently had a MOTU ultralite mk3 sent back to me after the outputs were discovered to be faulty. When I power the unit I received up, the display reads CPU not valid update firmware. It is currently running 1.00. I've been to MOTU's website and they offer a firmware update but it does not apply to ultralite mk3.
I can't believe that it isn't out there. My last unit interfaced with the computer just fine, it was simply bad outputs. I don't know what to do. Any thoughts? I am running Vista 64.

[Gentleman Jim]

call MOTU. Or email their tech support.

[goose134]

Yeah, I did that. Exploring other avenues while awaiting a reply. Cannot believe this is a dead end

[Gentleman Jim]

Did you try downloading the first driver on the page? It seems to be a catch-all for USB 2 and Firewire units. Might be a good place to start.

How long has it been since you emailed MOTU tech support?

[farview]

Emailing tech support at MOTU is like trying to get in touch with the prople on the space station through carrier pidgeon. It could take a month before anyone notices.

Call them up using a phone that has 'busy redial' . That is really the only way I have found to get them on the phone the same day. You can also try customer service, they might be able to expedite your response.

They seem extremely under-staffed for the volume of work they are obviously getting.

[Gentleman Jim]

Agreed. While having a hard time with them once, I compared trying to get someone to speak to with trying to win Rolling Stones tickets from the local classic rock radio station. Except, when you finally win tickets you don't want to reach through the phone line and strangle the idiot on the other end.

Eff that company. Eff 'em twice in case the first time didn't take.

[goose134]

I tried the download. There's a README file that explains how to get the unit into firmware boot mode. It tells me to press a button I don't even have on the unit. I think that is why it isn't any good for the ultralite.

As for how long ago I emailed them, it's only been three or four days now. I haven't given up hope yet, but I am frustrated.

[farview]

As for how long ago I emailed them, it's only been three or four days now. I haven't given up hope yet, but I am frustrated.

Call them. They didn't respond to my email until 3 weeks after I got my unit back from them. Call them, it's the only way.

[chorga1]

Also try unicornation.com or motunation.com



somewhere on there should know

[analogcabin]

eBay.

Bro..... I have to say MOTU is a koo-koo bunch.
The only thing worse than their poorly built interfaces, is their ridiculous lack of tech support ...... well and DP.

Not feeling that company at all.

Think Metric Halo or Echo depending on budget.

[Andy Peters]

Emailing tech support at MOTU is like trying to get in touch with the prople on the space station through carrier pidgeon. It could take a month before anyone notices.

Call them up using a phone that has 'busy redial' . That is really the only way I have found to get them on the phone the same day. You can also try customer service, they might be able to expedite your response.

They seem extremely under-staffed for the volume of work they are obviously getting.

MOTU tech support is weapons-grade awful.

As in, they actually hate their customers.

And when you finally (after months) get a response to a tech-support query, the answer is wrong and doesn't address your question.

-a

[goose134]

Actually I'm pleased to report that the problem has been solved. New unit arrived today and I'm kind of putting it through its paces before letting MOTU know. I think that the phone support takes a bit of doing. By a bit, I mean a huge chunk of time. The online support wasn't too bad. Had this hashed out within two weeks. Thanks to all that replied.