New console crashes constantly
CompletedI just received my console and set it up on my 2013 Mac Pro (OSX 10.15). Technically it works but as soon as I start to use two faders on the slider module at the same time (They have CC11 and CC1 assigned to them) the console crashes and stops working. I switched USB ports and it happens as well when one fader and and one knob getting used at the same time. I also experienced some minor rocking of the module when the Dial and key module are connected to the lefthand side of the core module. I really like the the concept of the console but like that its hard to use. Please advise
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Hey Valentin, sorry for the rough start! This is definitely not normal and we should be able to get it fixed no problem.
To start, can you make sure your install of Creator and your core firmware are both up to date? Current versions are 4.1.8 and 2.0.14, respectively. You can find this info in the Creator app at Help > Monogram Updates.
Second, can you let me know which app(s) you're using your console with when this crash happens?
Finally, create a throwaway profile and try some other assignments besides CC1 and CC11 -- does this happen with other MIDI messages? Other non-MIDI assignments?
Happy to help further.
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Hello Andy, as stated I tried multiple USB ports and the Console is plugged right into the computer by now, no changes whatsoever. Both App and Firmware are up to date as well. I use the Console with Cubase 11 Pro, but the console freezes also when Cubase isn't running as I can see the fader movement in the creator app stops or is lagging massively behind.
Moving just one fader at a time is no problem whatsoever and also the dials and buttons work seamless. Main reason for me to get the console though was using both faders at the same time.
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Absolutely, there shouldn't be any problem using 2+ sliders simultaneously. This points either to a defect or a conflict of some kind, either of which we can help with.
This is something we've never seen before with Monogram and requires a bit of investigation. Mind emailing us your logs in our current support thread? Here's how to gather them from your Mac:
- Go to Finder and press Shift+Cmd+G
- Paste in the following path:
~/Library/Application Support/Monogram/
- Copy the "Creator" and "Service" folders into a new zip file, then attach them to your email
This shares some error logs with our team that can be used to narrow down the cause and find a fix.
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