Note OFF not recognized - Intermittent Contact

[winddealer]

Greetings,

Breaking in a new KSP and discovered that Note 60 (Middle C) fails to generate NOTE OFF intermittently.

Build: 1.1.7 473
Factory Reset:  Yes - No change
Channels: Control, 1-4;  all
I/O PORT: No connections besides POWER or USB HOST to computer
Note:  60 - Middle C (ARP Octave 1)
Issue:  No NOTE OFF after NOTE ON

Outcome:
Note sustains until NOTE 60 is depressed again.
Arp Octave 1 LED illuminated until new NOTE 60 ON. 
MIDI ALL NOTES OFF message fails to clear NOTE ON and LED
Changing Channels fails to clear sustained note.

FAILURE MODE: - Intermittent BUT Reproducible
Playing NOTE 60 rapidly in succession with varying velocity will generate MIDI NOTE ON but at some point a MIDI NOTE OFF 60 is not generated/registered or recorded within the system. This leaves the note and corresponding LED stuck in an ON state until the same Note receives a new physical NOTE ON.

All other keys on the keybed DO NOT exhibit this behaviour. Changing Acceleration and or Velocity Curves within Arturia Midi Control Center fails to make a differnce.   I have requested an RMA from us_support@arturi.com.

Conjecture: Appears as a physical defect (dust/dirt/other) internal to the unit.  : (

Connecting KSP to Reaper and monitoring MIDI note data confirms missing NOTE OFF. 

[Edouard_Arturia]

Hello.

Sorry to read that.

The email you contacted is not in use anymore, for any support inquiry: https://www.arturia.com/support/askforhelp/issues

Quick question: Does change the keyboard octave makes any difference in the behaviour faced? Or is it specific to this key in particular?

Best

Edouard

[winddealer]

Thank you Edouard,
Negative....the issue is the physical key on the keybed or perhaps an internal sensor for note 60. 
I bootloaded the OS again and of course that didn't make any difference.   I also opened a case and supplied a video showing the failure.   

The Key ON gets registered and stays ON but the Key OFF is "missed".   The midi data log in MCC shows the KEY ON recorded but the KEY OFF is not present (the note LED is ON of course until a new note On is received).   

With the precise mix of tempo and velocity the NOTE OFF failure can be easily be generated.  I discovered it when working with various DRUM KITs while using the Drum Channel and creating a DRUM track.    Then I tried to reproduce it on Tracks 1-3, same thing.  C'est la vie.   

My fear is that support or RMA Dept tech will not know how to create the failure mode.  Hopefully the video will show him.  It's too large to post here.  Maybe I will edit it to show only a small sample and post it later.  Merci.

[Edouard_Arturia]

Hello.

Sorry to read that...

Don't worry the support is used to troubleshoot. (even hardware faults)
The best would be to host a video online and send them the link to access it.

To save some time, they will need:
- Your full name
- Shipping address
- Phone number
- Purchase Bill/Invoice

Best regards

Edouard

[winddealer]

Oui, here is a YouTube link illustrating the defect:
https://www.youtube.com/watch?v=0KcGjYgXKzY
I have attached it to the case.
Merci.

[ddoyen]

I am having the same problem with the same key. Was this resolved with firmware or was the unit defective? I've already contacted arturia support but just wondering if there is a non hardware related fox for this.

[winddealer]

A bit late in the reply.    Sorry.   
RMA.  Not firmware related.   According the Arturia, this was the first time they "ever" saw this issue.   

You are the lucky second.  Surely, you did not get the previously owned RMA'ed unit I returned?    Coincidental isn't it?

Don't feel bad, you have the delightful opportunity to discover many more "undocumented features" of this landmark "Pro" version moving forward.    As they say, "Bon chance".