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Defective 16.4.2. confirmed. What to do?
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adamdegraff
Prenoob

Joined: 23/01/2011 00:26:09
Messages: 43
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So, my 16.4.2 is now confirmed, beyond a shadow of a doubt to indeed be defective. It's less than a year old and, over the past months, I have suspected that it wasn't working properly. It actually shuts itself down. Cycle power off/on and it comes back on. Did so mid show the other night. Delightful by the way. Over the past year, I've called in and talked to support and they always pushed me in the direction of bad power, but this time, I hooked up to a 900 Watt pure sine UPS and just waited. sure enough, it went down. Totally repeatable, though the amount of time it takes to go down is variable.

Obviously I want this fixed and I'd like PreSonus to take really good care of me, having blown me off completely over the past 9 months. I KNEW it was the board and not my power!

Who do I call? Or better yet, PreSonus, track me down and give me a call. Let me know how you plan to take care of this egregious situation.
Monolithent
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Joined: 28/07/2010 18:47:25
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Location: Central New Jersey
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Hey Adam,
Sorry to hear about your mixer.
If you have a support ticket number from one of your previous conversations slide it my way and I'll get it addressed for you.
I won't be able to do anything til tomorrow though.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
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adamdegraff
Prenoob

Joined: 23/01/2011 00:26:09
Messages: 43
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Just to be clear, they never gave me a support ticket number. I've talked to them on the phone. Their phone support people didn't really leave me feeling confident that they knew what they were talking about, but I did trust them when they said it was probably bad power. The thing is, it's hard to tell when you move around from place to place, night to night. Anyway, I stopped using the board because the 16.0.2 came out and it was smaller. Never had a problem with that one, but fired up the 16.4.2. the other night and it failed on us in the very worst way. LIVE and BIG!!! Power was fine, but I replicated the problem and now, after 30 minutes, twice repeated, the board goes down.

What do you think it is? Internal power issue? Who do I call to get a support ticket? Is there a way to set that up online? I'm not seeing it on the website. Also, FYI, I've submitted online tech support questions before and all but one has gone completely unanswered. I gotta say, PreSonus has completely let we down in the support department and now, like I'm doing here, I just go right to the forums. You guys are great!
Monolithent
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Joined: 28/07/2010 18:47:25
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Location: Central New Jersey
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I honestly couldn't tell you what I thought it was without troubleshooting the crap out of it.

Submit a ticket through the internet and reference any previous conversations. This way they know what has already been tried. They aren't trying to give you the runaround. They're trying to eliminate all other possibilities.

Once you get a support number shoot it to me and I can see what I can do.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
Studio One v1 Pro x64
Studio One v1 Artist
Studio One v2 Artist
[Yahoo!]
replay707
Presonic
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Joined: 13/09/2011 18:18:24
Messages: 100
Location: Arizona
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Honestly, I'm not familiar with the 16.4.2 but it sure sounds like it could be heat related. Does it utilize a fan ,and if so does it seem to be working properly, or maybe a defective temperature sensor etc... Purely conjecture on my part. Regardless, it sounds like sending it in for repair is your only option.

This message was edited 1 time. Last update was at 26/09/2011 07:24:09

Computer: iMac 27" i5 Quad Core 2.66 Ghz with 4Gb of 1067 DDR3 Ram
OS: OSX 10.7.2
Interface: MOTU Ultralite mk3
DAWS: Presonus Studio One 2 Pro v2.02, Pro Tools 9.03, Logic 9.1.5
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Monolithent
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Hi Replay,
Just to clear up any confusion. There aren't any fans or temp sensors in the studiolive.

Most likely a capacitor or something has popped inside. But you're right. Tech support is the best hope at this point.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
Studio One v1 Pro x64
Studio One v1 Artist
Studio One v2 Artist
[Yahoo!]
replay707
Presonic
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Joined: 13/09/2011 18:18:24
Messages: 100
Location: Arizona
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Monolithent , thanks for the clarification. Then the most likely culprit would seem to be a faulty power supply.
adamdegraff, I'd call tech support ASAP to have them arrange to have it repaired.
Computer: iMac 27" i5 Quad Core 2.66 Ghz with 4Gb of 1067 DDR3 Ram
OS: OSX 10.7.2
Interface: MOTU Ultralite mk3
DAWS: Presonus Studio One 2 Pro v2.02, Pro Tools 9.03, Logic 9.1.5
Avatar by Alex Grey
veliver
Prenoob

Joined: 22/02/2012 23:27:28
Messages: 2
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This is exactly what is happening to my Presonus StudioLive 16.4.2. It just had 10 and a half months with me, when it started doing all this sh...
The last ticket I opened was #73278. I have been calling, and sending e-mails; and I have recieved NO answer at all in regards of how is Presonus going to answer.

I am the owner of an ADL 600, an ACP 88 and a Studio Channel. All this gear has worked beautifully. Sadly I am VERY disappointed with the StudioLive and the poor Customer Service I have recieved.

So, how is Presonus going to answer? I had the mixer plugged to two Furman M-8X and Furman Ar-1230.
gadget69
Presonificator
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Joined: 21/09/2010 03:56:19
Messages: 5008
Location: Northern Mn
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Guys, emailing and leaving messages is not going to get it done...Presonus has a tone of products and there are only so many hours in a day and so many tech support personnel...

Mine was plugged into a 200 amp dedicated distro within 20 feet on a 12 gauge feeder. So power was NEVER an issue...

Get on the phone to tech support (early in the morning is best), stay on the line till you TALK to someone. Tell them you have a verified issue with the board. They know about this problem, I know I had it as well. The unit (when hooked up to a system) lets out a pop or BANG and audio disappears, cycle the power and it often comes back and works for a while... then pop/bang gone. Now, I had the mixer sent in, it was repaired (power supply replacement was the ticket solution) I have used it more than 150 dates since with no issues what so ever.

You will be given an RMA# and instructions... the mixer comes back fast, and fixed.

Otherwise perhaps Mono can get er done for you.. he does have their ear...

This issue only developed after it was out for many hours of use, get it fixed and back into use. Then it just works...

This message was edited 1 time. Last update was at 23/02/2012 00:17:14

NOTE: If your having an issue, open a tech support ticket and bring the number here if you want help!
http://support.presonus.com

Tools:
OHCI tool and Latency mon:
http://forums.presonus.com/posts/list/11348.page

We, the few, that have done so much, for so long that now we can do everyything with nothing

dbx forum moderator

Lenova Ideapad Z565
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BYTECC Express card (400/800)07150358281

Asus/AMD processor tower. This setups just works on all firewire devices.

Belkin N450 dual band router, works with SL and Ai mixers
Studiolive 16:4:2
SL Ai24.4.2
ABUSB 1818VSL
Faderport
USB pre interface
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SwitchBack
Presonoid
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Joined: 17/02/2011 01:10:03
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Other option: Take the SL back to where you bought it and let them take care of the paperwork and RMA numbers. They'll need some sort of fault description, but from your posts I take that you have enough of that in writing.
Monolithent
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Joined: 28/07/2010 18:47:25
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In the meantime I'll shoot an email to my contacts with your ticket number and see if we can get something moving for you.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
Studio One v1 Pro x64
Studio One v1 Artist
Studio One v2 Artist
[Yahoo!]
Monolithent
Supreme Baconator
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Joined: 28/07/2010 18:47:25
Messages: 13464
Location: Central New Jersey
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Email sent.
http://support.presonus.com

Tallest guy in the Mod Squad with all his hair still on his head.

No I'm not a freaking pilot!! The Air Force won't let me have a suit with a zipper...or sometimes shoestrings.

My advice and suggestions should never be considered advice or suggestions. These are mostly insane ramblings of a poor aircraft mechanic who can, strangely enough, still hear.

StudioLive 16.4.2, AudioBox 1818VSL, AudioBox 44VSL, Faderport, Digimax FS,, M-Audio Firewire 410
--MultiBoot System--
Win Vista 64/XP Pro/7 x86/7 x64 - Mac OSX Snow Leopard/Lion
Gigabyte motherboard--SYBA TI Firewire XIO2200A--i7 2600k Quad Core--16 GB DDR III--Custom 2U Rackmount--4 TB Raid (all internal SATA II)--19" Samsung HDMI LCD on pivoting VESA 1U Mount
Studio One v1 Pro x64
Studio One v1 Artist
Studio One v2 Artist
[Yahoo!]
veliver
Prenoob

Joined: 22/02/2012 23:27:28
Messages: 2
Offline

I am SO Disappointed at the incredibly poor Customer Service and Attention I have recieved from Presonus. This is the last gear item I will ever buy fromn this brand.
I have had the most Awful experience in trying to make effective the warranty of this DEFECTIVE Studiolive 16.4.2. Seriously, what is wrong with you?!
You have already closed two tickets as solved, WHEN YOU HAVE SOLVED ME NOTHING AT ALL!
I bought this Presounus at the USA through Ebay; and now that I have tried to get this fixed by Presonus, Terry Simmons sent me to a place in Mexico called Magnum Digital Solutions.
Magnum Digital Solutions have already told me they will not make the warranty effective, since the item was not bought in Mexico; AND BECAUSE THEY CHANGED A DEFECTIVE MIXER ONCE, AND PRESONUS DID NOT ANSWER THEM BACK!

Also, they told me that they would check what they could do depending on the answer Presonus would give them, and they have not recieved any answer at all either! And they made the request 7 days ago.

I started to have issues with my mixer in January 10 2012; I contacted you in January 12. My warranty expires on March 9, 2012.

Obviously, I will share this information in each and every Studio website and forum there is; and I will make everyone know why it is such a bad idea to buy anything from Presonus. I will get in touch with BBB, Ebay admins and each and every Consumer Protection Association there is to let them know about this.

I want to know: Will you fix my PROBLEM, are you going to make yourselves responsible of your mistakes?!

Ticket #'s: #67865, #73278.
gadget69
Presonificator
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Joined: 21/09/2010 03:56:19
Messages: 5008
Location: Northern Mn
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Wow,
I wouldn't depend on a dealer you did NOT buy from, Is there an issue with the EBAY dealer you bought from?

Have you CALLED and actually TALKED to someone at Presonus support like I suggested? sounds like you have left emails, and messages, but as I said you have to TALK TO SOMEONE in person.

Leaving nasty messages on a USER board for the company MIGHT get you a good dose of sympathy, but this post will fade, as will those on any other forums in short order.

Presonus is trying to make sure that the problem is NOT with your Firewire cable or computer before they go through the expense and frustration (for them AND YOU) of returning to you a board that doesn't have a problem.

Call early, stay on the line till you TALK TO A PERSON, If together you both agree it needs service, follow their instructions and get it fixed.

My experience is that I had a board that was WAAYYY out of warranty(bought in 09 and when I explained that the problem came on gradually, they covered the problem, and they really didn't have to do so.

This message was edited 1 time. Last update was at 03/03/2012 07:34:51

NOTE: If your having an issue, open a tech support ticket and bring the number here if you want help!
http://support.presonus.com

Tools:
OHCI tool and Latency mon:
http://forums.presonus.com/posts/list/11348.page

We, the few, that have done so much, for so long that now we can do everyything with nothing

dbx forum moderator

Lenova Ideapad Z565
Best connectivity Express card/firewire 2 port (400) that does NOT suggest having the TI chipset. (always worked great)
BYTECC Express card (400/800)07150358281

Asus/AMD processor tower. This setups just works on all firewire devices.

Belkin N450 dual band router, works with SL and Ai mixers
Studiolive 16:4:2
SL Ai24.4.2
ABUSB 1818VSL
Faderport
USB pre interface
Studio one Pro V2
LABsubs

loads of audio, and studio gear, and audiophile sound gear (gearslut)
[Email] [Yahoo!]
PhilG
Presonoid
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Joined: 29/07/2010 01:46:55
Messages: 1172
Location: Brisbane Australia
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Angry posts and threats to a company will get you no where. Be polite and Presonus will help you, they are pretty well known for their good warranty service and out of warranty free / very cheap repairs.

This is a end user help support board where some presonus staff come on here to help out, you have had several recommendations from other users on what to do.

My First SL Died, out of warranty and presonus sorted it for me, I have since brought another and recommended them to friends resulting in more purchases. Electronics fail no matter what they are it just happens, all you can do is deal with it and move on.

2 x SL16.4.2's
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