A few control elements seem to be faulty on my unit ...

[HUROLURA]

It looks like I do have some trouble with some of the control elements of my Origin Desktop.

- 8th step seq encoder is not working
- Osc and LFO Waveform encoders are going up but not down
- EG Attack and Decay seem to have influence on each over.

How should I proceed to get this fixed/repaired ?
I could have opened a case with the support but I didn't succeed to register the unit so far.

Any help would be welcome ...

[Philippe]

You should be able to open a case even if you're not registered. Send me the serial number of your machine. I'll look with the support in the mean time.

[HUROLURA]

Case already opened this week end.
Case nr 114979.
My feeling is more about a hardware problem rather than software.
But as you explained a special tool is needed for encoder change, I was wondering how I should proceed ...

[HUROLURA]

Great, now the case is closed. So what is the answer ? 

[Philippe]

When the support manages a case, it answers to the case opener - you in that case - and closes the case. If you are not satisfied with the answer, or if this answer was a set of questions to help us for the diagnosis, then you simply need to reply which reopens the case.

Did you receive an answer from the support? What was it?

Thx

[HUROLURA]

I didn't receive any answer, maybe a small mistake there ...

[Dav1d]

Hi,

I just sent you an answer to this case, if you didn't receive it, please tell us and we'll get back to you with another mail address, sometime mails are collected into the Spam box.

 

[HUROLURA]

Answer received ... and answered !!!

[HUROLURA]

I undertand I should send you back the unit for repair but what would be the adress?

And do I have to send it specificaly to somebody ?

Do you have a return form I could fill in to completly describe the problems ?

[HUROLURA]

Ok so my Origin was sent back to Grenoble for diagnostic and repair.
Should have been received on the first of October.
Any news would be more than welcome ... I miss this one.

[HUROLURA]

Yes ! My Origin desktop is back again in the studio.
Repair took some time but everything is OK now ...

[HUROLURA]

And 3 weeks after being serviced, the power do not switch on anymore ...
Any idea or advice would be welcome ...

[Philippe]

Hmmmm...

Just in case, try to restart Origin while pressing simultaneously on keys '0', '1' and '2' on the preset selection keypad and tell me the result. If your machine still fails to startup try to connect to the Origin with Origin Connection and send me the logs.

To get these logs when using Origin Connection 1.4:
- open Origin Connection
- open the menu File
- select the entry "Open The Logs folder"
- this open a finder window which shows the content of a folder named "Origin Connection". You should find there 2 files and a folder named "log_archives".
- select everything that is  the sub folder *and* the 2 files
- compress them and attach the archive to your mail

To get these logs when using an older version of Origin Connection:
- manually open the folder which contains these logs.

The log files are available here:

   PC XP:
        C:\Documents and Settings\"user_name"\Application Data\Origin Connection

     PC Vista:
        C:\Users\"user_name"\AppData\Roaming\Origin Connection

     Mac:
        /Users/"user_name"/Library/Origin Connection

On a Mac running Mac OS 10.8 the folder is hidden in a Finder window. Then the simplest way to find the Logs folder is to install Origin Connection 1.4.
 

[HUROLURA]

Thanks for your help Philippe 

I will try this today evening and provide you the results.

[HUROLURA]

I tryed it but as I expected the error message in the log is just :
"HWWinMidiProxy::Initialize ERRROR: No Device Available"

I thought it was that, as I see none of the LED nor the display power on  .

Is it possible that something was not properly connected and finally disconnected ?
Should I open (carefully) the device to check if I see something ?