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PLEASE, PRESONUS, A SOLUTION...
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rpark
Presonic
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Joined: 30/07/2011 07:12:57
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Location: Lake Jackson, Texas
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I have spoken with Presonus folks extensively via email and support.

I have spoken with Apple and iTunes people extensively via email and support.

I have no solution.

For whatever reason, Firmware version 1.6 and SL Remote version 1.3 will not work properly on my hardware, consisting of a 24.4.2, Macbook Pro 3.06, and iPad 1. LET ME EMPHASIZE that I do not care if it works elsewhere. I know there are many here who are having issues, which means there are many, many more in the field who are having problems that never contact support or post online. It is a problem, and customers who have been faithful to Presonus are left without a recourse. I will tell you why.

UC 1.5.3 is available from Presonus. This is good, and I am thankful to Presonus. SL Remote 1.3 is not compatible with UC 1.5.3, causing issues of it's own, including fader levels jumping mysteriously, etc. That is ok, Presonus said they were incompatible from the start. 1.3 was MADE to work with UC 1.6, and they should not be mixed. I am good with that.

Presonus support has told me repeatedly they cannot provide a clean (not assigned to a iTunes account) copy of SL Remote 1.2. They advise I would have to acquire that from Apple/iTunes.

After many many emails and phone calls with Apple support, here is their definitive answer, from the final Apple iTunes support response, received yesterday:

"Please contact the developer of this application as they are the best resolution on your concern."


So, Presonus says Apple has to provide it, Apple says Presonus has to provide it.

Therein, my friends, is the rub.


Guys, I love the board. I have loved the UC and SL Remote up until now, and have sold many people on the system. Unfortunately my most regular sound guy just brought home a Behringer X32 board (yes, actual boards now available through Guitar Center) to the studio because he has lost confidence in the Presonus product over these recent issues. I cannot imagine this is the only competing product that will be sold after watching someone's red-faced embarrassment trying to get his Presonus board to output sound or EQs on this new firmware, with no recourse to back down the firmware if it doesn't work properly.

I implore you, Presonus, do what is required to make SL Remote 1.2 available on the iTunes store, or direct, again. It does not involve further development, programming, or packaging. It is a SOLUTION already available to you that will get us all through until UC 1.7 and SL 1.4 fixes these problems.

PLEASE. PLEASE. PLEASE.

What else can you expect from a customer, user, advocate of your products?


This message was edited 2 times. Last update was at 25/08/2012 19:20:37

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ghasenbeck
Presonus Employee
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Joined: 15/09/2010 16:04:31
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I believe that you are not getting the whole story here. The reality is that we cannot[u] give anyone nor put up and older version of the SL remote up. As any software progresses it moves forward and so do the improvements and functionality of the hardware/software. There is in fact no way that I can get you or anyone else an older version of the SL Remote for your Ipad. What I would suggest that you do is to update your UC to UC ver 1.6 and make sure that your SL remote app as well as your Ipad are also up to date.

I do not know who told you that you could get the SL 1.2 from apple, but they were incorrect. Apple's software and software held within their Applestore houses only the latest versions of whatever software you want to look at and does not hold "legacy" versions of apps at all. Kinda how they operate, if you have ever noticed that your apps on your Ipad let you know when a new version is ready for your app and there is NO revert to older version function anywhere?

This is not an issue out in the field as you claim. What I would suggest that you do, is to download the UC 1.6 for your computer, install the UC, then connect the board up, update and or re-flash your board with the current firmware(present in the latest version of UC 1.6), power cycle your board, and update your Ipad as well. These drivers, firmware and hardware all function together.

GH
rpark
Presonic
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Thanks so much for your input. I was disheartened that no reply at all came from Presonus as this was a real plea for help that I have not been able to get via the prescribed channels.

"I believe that you are not getting the whole story here. The reality is that we cannot[u] give anyone nor put up and older version of the SL remote up. As any software progresses it moves forward and so do the improvements and functionality of the hardware/software. There is in fact no way that I can get you or anyone else an older version of the SL Remote for your Ipad. What I would suggest that you do is to update your UC to UC ver 1.6 and make sure that your SL remote app as well as your Ipad are also up to date.

I do not know who told you that you could get the SL 1.2 from apple, but they were incorrect. Apple's software and software held within their Applestore houses only the latest versions of whatever software you want to look at and does not hold "legacy" versions of apps at all. Kinda how they operate, if you have ever noticed that your apps on your Ipad let you know when a new version is ready for your app and there is NO revert to older version function anywhere?"

I agree that I was not getting the whole story, apparently, if what you say is true and it makes sense. However, I received this information DIRECTLY from Presonus Support, and from Apple/ITunes support. How am I (or any other user) not supposed to accept that as the truth? As a side note, I have a hard time accepting Presonus destroyed all copies of SL 1.0, 1.1, 1.2. Maybe they are prevented from supplying it by agreement or contract, but methinks it still exists.

"This is not an issue out in the field as you claim."

In this, I very respectfully believe it is you who may be less than informed. Presonus personnel have acknowledged in this forum that there are issues, and I have a good number of contacts who are using Presonus gear. There is an issue, and I have no doubt of it. I am not saying it is any kind of majority, only that it isn't just me or just 1 or 2 others. It seems unfortunate to me that personnel at Presonus do not appear to be in contact with one another as information being put out, and information being acknowledged, is not matching depending on the source you consult. A more obvious example of this is the information provided to me pertaining to getting a copy of SL Remote 1.2 from Apple. Agree?

What I would suggest that you do, is to download the UC 1.6 for your computer, install the UC, then connect the board up, update and or re-flash your board with the current firmware(present in the latest version of UC 1.6), power cycle your board, and update your Ipad as well. These drivers, firmware and hardware all function together.

If you will consult my service/tech support requests on your system, you will see this was described in great detail and done step by step according to Presonus instructions, without success. For a blind second test, another user who has expressed this same concern on the forum and to support also tried the Presonus instructions to try and eliminate if it was me, my equipment, or some outside issue. He also had no success.

I respect and appreciate your desire to help and set the record straight. In the area of the Apple iTunes availability, I feel you have shed some light on it and your explanation makes more sense than the confusing information given out in the past. As for the firmware having incompatibility issues, you need to do some more in house study. There is an issue, it is known, and it is (at this moment) unaddressed for those of us for whom the current software refuses to work properly. This is not just one or two people. I don't mind it being downplayed, I do mind it being minimized. I am a customer, a knowledgeable sound engineer, and experienced computer user who has been in this business over 30 years. I work with IT systems every day. I know an issue when I see one!

I can't blame Presonus for Apple's ridiculously proprietary and rigid policies. I have been on Macs since way back, and it has always been so. There are positives to it, but it has generated more problems than it solves for the user. It is what it is. If you want Mac, you have to accept it.

Again, thank you for chiming in with information. A fix is needed. I continue to plead with Presonus to provide it, all the more important now that you have confirmed there is no alternative to those of us who have to apply field fixes to the firmware to work on the equipment.


Rick

This message was edited 1 time. Last update was at 29/08/2012 01:20:14

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rpark
Presonic
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Joined: 30/07/2011 07:12:57
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One extra note.

I want to be very clear that I am not slamming Presonus, Presonus Support, Apple, iTunes, or anyone else.

I am asking for assistance. It is very frustrating to be told there is none to be had.

I would like to thank the people who have contacted me trying to help or offer software. We couldn't solve it either, but it sure was nice to see folks are interested in helping a fellow user.

Rick Park
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roblof
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Ios-developers are allowed to send out evaluation/beta software to users. Presonus must already know of this process since I assume they beta-test on more than one device only...

This is a little bit of a tricky process but should enable presonus to send out 'beta'-versions of the remote software, in this case the v1.2.

I don't like the fact that the remote software and UC must be synchronized. This is not a proper way of implementing a communication protocol.
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rpark
Presonic
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I'd be more than happy with a beta version of SL Remote 1.2, anything to get me back to the ability to use UC 1.5.3!

There has to be a way, but it apparently isn't worth whatever it takes for the small percentage having genuine issues. I'm in business, and I get that, but it sucks to be the few when you're outweighed by the needs of the many.

I am pretty much realizing that I am looking at the long haul as is, but it won't endear Presonus to me.
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Monoskier
Presonic
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Joined: 24/02/2012 09:17:18
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roblof wrote:Ios-developers are allowed to send out evaluation/beta software to users. Presonus must already know of this process since I assume they beta-test on more than one device only...

This is a little bit of a tricky process but should enable presonus to send out 'beta'-versions of the remote software, in this case the v1.2.

I don't like the fact that the remote software and UC must be synchronized. This is not a proper way of implementing a communication protocol.


They are limited to a certain number of devices though. If I remember correctly it's 100, but it is quite feasible that they are using all the UDIDs. There is also the fact that Apple has cracked down on companies and outside UDID use. It's not worth the risk of losing their developer account by registering outside devices.

The easier solution would be for Presonus to release a "new" app with the 1.2 code. Just call it "SL Remote Legacy". (Of course, this is only feasible if they keep previous versions intact and not just keep working with the same source code.)

From a business perspective though they have to way the costs of re-releasing an older app. The don't want to give the impression that they don't know what they are doing, especially with the X32 now released as direct competition.
rpark
Presonic
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I'm sure Monoskier is right, and there are numeric limitations to how many betas you can have out there. But seriously, if "we aren't having issues" or "it is a limited number of users having the problems you are experiencing" shouldn't there be beaucoup copies available?

The frustrating thing is that I DO have a copy of SL Remote 1.2, gracefully shared by a fellow forum member. Unfortunately, it has his Apple iTunes account info (his email address) in it and, so far as I have been able to determine, there is no way to get his information out of the copy or change it to mine so I can attach it to my account. IT'S A FREE APP! This is silly. I'm not asking not to register it or honor copyrights. Just to be able to add an app that I genuinely need, and one that they have made unavailable

The shame is that you can get a hacker to make it so. But an honest person playing by the rules is just out of luck.

I apologize for the venting. I'm just very frustrated by all of it. Five thousand dollars worth of mixer, laptop, and iPad... and a FREE app makes it not work. It's infuriating.

Rick
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anadelman
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I didn't notice if you were on a Mac or a PC. But in either case, check your trash can or recycle bin for the old version. iTunes stores old versions there when you upgrade.

Art
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Monoskier
Presonic
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rpark wrote:The frustrating thing is that I DO have a copy of SL Remote 1.2, gracefully shared by a fellow forum member. Unfortunately, it has his Apple iTunes account info (his email address) in it and, so far as I have been able to determine, there is no way to get his information out of the copy or change it to mine so I can attach it to my account.

Rick


Rick- can you send me the 1.2 version? I was poking around in the .plist and found where it ties it to an account but I need an app from someone else so I can cross-reference some of the variables. I'll send you a PM with my email
rpark
Presonic
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Any luck?

You're my last hope, Obi-wan....

Monoskier wrote:
rpark wrote:The frustrating thing is that I DO have a copy of SL Remote 1.2, gracefully shared by a fellow forum member. Unfortunately, it has his Apple iTunes account info (his email address) in it and, so far as I have been able to determine, there is no way to get his information out of the copy or change it to mine so I can attach it to my account.

Rick


Rick- can you send me the 1.2 version? I was poking around in the .plist and found where it ties it to an account but I need an app from someone else so I can cross-reference some of the variables. I'll send you a PM with my email
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Monoskier
Presonic
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Joined: 24/02/2012 09:17:18
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Did you send me the app? If so I never received it. I'll pm you another email to try in case Apple is blocking me receiving an app
rpark
Presonic
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Tried it again, sent to both emails. I sincerely appreciate the effort to help!

Rick
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Monoskier
Presonic
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Well, I'm able to modify the plist to exchange my info with the original owner's. The plist itself is protected though so to modify it I have to change the .ipa to a zip, re-compress it, then change it back to an .ipa file. That process leaves it in a state that iTunes won't accept though. i tried using Xcode also but that's going to be a rabbit trail that isn't really worth it.

Right now, I'm thinking that your only option is to jailbreak your iPad and use installous to modify and install the app. If that's something you're willing to do then I can try to help, but i can't (won't be able to) go through it step by step with you.

(My iPad isn't jailbroken and I'm not really interested in jailbreaking mine. FWIW, the only real downside of jailbreaking is that, while jailbroken, apple won't service it, even with applecare. You have to unjailbreak it if anything happens. Also, you can't install new iOS updates. For me, that's too many hoops for me to want to jump through for too little return. I have jailbroken past iPhones and it's easy to do but I just didn't do enough modifications to make it worth while for me - especially with iOS 6 about 2 weeks away.)

The other option is to try to get PreSonus to re-release 1.2 as a "new", separate app but I don't really see that happening. It's worth a try though.

Let me know if you want to try the jailbreak route.

Oh, and I tried to forward the app to my @me.com account, and it came back with a failure to deliver message. Apparently Apple blocks the emails if there is an app attached.
rpark
Presonic
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Thanks a lot for trying to get me going. I would love to have this back to where it was serviceable without all the "load this, then load that, then turn this on, then do this" that it requires now. I have been taking note of the numerous problems people with all sorts of hardware are having with this firmware. Anyone denying there are issues is going to look pretty ignorant of the facts. I'm going to look into the jailbreaking thing. This iPad is long out of warranty.

What is interesting is that Presonus' customers have banded together to try to help one another through this with attempts at fixing the app, or by sharing the workarounds that will get the hardware working on this rather dismal firmware version. That part has been good to see.

Presonus, however, has been much below their normal standard of acknowledging and addressing product issues. I sincerely hope this is because of efforts to push the product forward elsewhere. I can only wait for a new iteration of the UC/SL firmware that might put my 24.4 back into the mixers I pick when it has to work right the first time. I no longer have that faith here, it simply does not work right any more.
Presonus StudioLive 24.4.2
Presonus Studiolive 16.4.2 Ai
328Ai & 318SAi Speakers
Macbook Pro 15 3.06, Airport Extreme Multiband, iPad G1
Five-0 Music
The Intercoastal Pirates
[WWW] [Yahoo!] aim icon [MSN] [ICQ]
 
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