Constant Disconnection and Loss of Profile

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    Mikemelis

    I have a similar issue. I have a professional kit in wood finish that I bought second-hand. The modules all work but the connections are sensitive to the slightest touch and frequently lose connection to the core module when in use. When this happens, the lights flicker on the modules and they disappear in the Palette app. I need to physically disconnect and reconnect the defective modules to get them to reappear in the app. Removing and reinserting the USB cable does not fix the problem so I suspect the issue is alignment of the magnetic connections on the modules. It's very frustrating and I hope there is a solution.

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    Shipping & Sales

    Hi Gary and Mike, this sounds super frustrating. I have a few ideas of what may be potentially causing the problems you've mentioned.

    If your kit is becoming unresponsive during use, this is often due to the USB connection. Please give this a try:

    • Connect directly to a USB port; don't use a hub, KVM switch, or other adapter to connect. If you're on a tower, try using the rear (motherboard-mounted) USB ports rather than the front. If you're on a USB-C machine, we recommend the Apple USB-A to C dongles and A/V Multiport adapters.

    • Try another USB cable and inspect your current USB cable for faulty ends, damage, etc.

    • Wiggle the USB cable in the port on your Palette core and on your computer. If there's a faulty port on the core, let us know.

    Mike, for the intra-module issue you've mentioned specifically please send in an issue report by going to Help > Customer Support in PaletteApp. Please reference our thread here.

    Gary, I believe we've been in contact over email RE: some developer tools. Please update us either way if the issue persists, or if it's a problem outside MIDI mode.

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    Mikemelis

    Hi Andy,

    I have tried different USB connections and the issue persists. I suspect the root cause is misalignment of the pins and/or oxidation on the electrical contacts. The units are not perfectly flush when connected but I suspect this is due to the design of the modules. I can see some black marks on the contacts. Do you recommend using a chemical cleaning agent to remove oxidation?

    Here are some photos of the modules in question.

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    Shipping & Sales

    Hi Mike, thanks for sharing those photos.

    I just checked in with a colleague who handles hardware. The safest way to clean the contacts is with rubbing alcohol on a cotton swab. Ensure that all the modules are disconnected, and use as little alcohol as possible.

    Have a look at the pogo pins while you're doing this, as well, and let us know if any have visible damage or defects as this will be the most likely cause of disconnections.

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    Edward Reid

    I too am having more constant disconnections lately.  Even some of the modules show up in different arrangements when I click into the pallette software.  All firmware is up to date.  I've had more than a few issues with pallette since I got it and it just isn't reliable for the price of it.  I love it when it works, but its delaying my post production more than it should.  I've tried cleaning the contacts with rubbing alcohol and also tried changing the usb, nothing works.  Frustrating.

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