I’ve asked on the forum a couple of times, I also sent an email to Moog, I got an initial response saying they would attach the files, but no attachments were ever sent. I replied to the email asking for them, but have not had a response to date, this was days ago.
I now have the debug adaptor, but it is useless without these files, as is my Moog LP.
Seems a lot of people have experienced this fault. Could someone who has these files and information, please PM me, as well as the info on the correct installation procedure.
Sorry if this has been answered somewhere but I couldn’t find it.
How common is it for Little Phatties to die like this? How much does the debugger cost and where can you get it? Shouldn’t it be included with the synth?
Do Little Phatties die randomly or is it because of doing something wrong?
I am thinking about buying the LP but at this price range, I’m expecting a synth that will last for a long time. Reading about these problems doesn’t sound very good.
It appears to be a common fault updating an early OS to the very latest when done via MIDI. I can’t think why the incremental updates are not all on the site, since this is a known fault.
I got the USB Debugger today, but have still not received the files from Moog, but managed to obtain them from HHB. However, I tried the debug adaptor, and it appears to be faulty (someone else on this forum has also posted about this issue).
Here is a video clip I made. Can someone please let me know if this is normal behaviour for the USB adaptor, or do I need another debug adaptor to debug this one:
That would be more bearable if it only happened during updates (while not acceptable), but according to canecreek00’s comments at http://www.youtube.com/watch?v=-VMCijPZiLU , he got this problem during normal use of the synth.
That is something that really puts me off this synth and hopefully gets fixed.
I can’t get to your YouTube video right now, but I found with the debugger that:
You may need to Turn Windows Fire Wall OFF. Of course it’s a good idea to turn off and any other software running and have it disconnected from the net.
About a year ago I had a problem where I needed to use the Debugger, on my XP computer it would not work, it would only get to the point of saying “yup there is something attached” but beyond that would not work. On a whim I tried an old Win 98 computer and it worked right away. It dawned on me that than it being a different OS, that computer has never been on the net and does not have a firewall. I Went back to the XP machine, turned off the firewall (it was disconnected from the net when I did the first attempt) and it worked fine.
Others I am sure will have more information if this does not work.
Tried with windows firewall off (and restarted machine), still no joy.
You’re not alone here, as you can see many of us have experienced dead Moog LP’s after this update. In my opinion, it isn’t acceptable for us to have to pay out for additional debugging hardware, or worse, pay a synthesizer repair company extortionate hourly repair rates. Especially as this is a fault with the product and not the end user.
In the UK we have a governmental body known as Trading Standards and also a mainstream media organisation known as BBC Watchdog, whom I’m sure would be very interested in a story like this. But hopefully Moog will address this issue before it gets this far.
I have a second debug adaptor arriving tomorrow, hopefully I will have more luck with this one. I’ll keep you all posted. If you need to get in touch, my email is in my profile, or brainstormer2302 on Youtube.
Well, the new debug adaptor arrived today, but is having the same difficulty as posted in the clip above. I have tried on 3 different machines with 3 different operating systems. I’m at a loss as to what to do now.
Having already spent out unnecessary money on this, I can not afford to pay extortionate hourly rates for a fault that is clearly with the company and not the end user.
Since I have not had any further correspondence back from Moog, I will be taking this to the organisations mentioned above. I suggest everyone having this issue does the same. Otherwise Moog will continue to ignore the problem, and we will all be left with either broken synthesizers, or be out of pocket for repairs.
How? There is no telephone number for Moog. Everything is having to be done by email or private message, which has ceased. I have been in touch with Moog service centres, but they are not Moog, they only do the repairs for them.
I will never buy any Moog products as long as I live. And certainly not recommend them to anyone in the future, unless something gets sorted.
I did reply to your PM, asking you to email myself or Ryan… I am not personally responsible for tech support now, so I am not as responsive to tech issues as I used to be. I still try to visit the forum when I have time, so I can be of assistance in cases like this (and in happier times also) My apologies on behalf of the whole Moog team for your trouble. We’ll help you sort it out.
Kind regards,
Amos Gaynes
Moog Music, Inc.
Also, we do have a phone number if you need it… +1.828.251.0090. It’s listed at the bottom of every page of the Moog website.
PPS) I’m working with the rest of the Moog engineering team to correct the underlying issue with firmware update. I expect a good result within the next couple of months.
Just checked your video; I think I see the problem. Very encouraging as other than the connection to the LP being made before clicking “connect” it seems to be doing all the right things. I’ve sent you full instructions via email. Hoping everything goes smoothly from here.
I understand this, and in my opinion, it is really not fair of Moog to expect you to carry this extra workload of a customer service representative as well as a software developer, on that token, I can understand how busy you are. I did contact Ryan initially, who replied and said he had attached the files, yet nothing was attached to his mail. When I asked for them, I heard nothing back. This was days ago.
I eventually got the v2.1 files from HHB in the UK, who repair Moog synthesizers.
Also, we do have a phone number if you need it… +1.828.251.0090. It’s listed at the bottom of every page of the Moog website.
This number looks like a US number, I’m in the UK.
PPS) I’m working with the rest of the Moog engineering team to correct the underlying issue with firmware update. I expect a good result within the next couple of months.
After this experience, I will stick with whatever ships with the machine.
The problem is still evident whether plugged in to the machine or not. However, I called a repair engineer, who came to my home and found a hack within the software, inside one of the tabs not mentioned in the documentation. I think it was something along the lines of clearing data from the debugger. He performed some trick where he did this and managed to connect somehow. I’m not a PC user, and now he’s taken his machine away. Albeit, I cannot recreate the hack on my Mac.
The files went over ok, and the synth now works with OS 2.1. However, this was all done by third parties, since I had no help from Moog themselves. This has cost money buying the debug adaptors, as well as paying an engineer to come to my home to do the repair.
I feel Moog should be held responsible, since there was no warning that the update could cause so much damage, at expense to the end user. This issue is well known to Moog, which is evident from browsing this forum. The absolute least Moog can do is offer some kind of credit to compensate for the expense, not to mention the stress.
I certainly won’t be doing any more updates on my Moog LP.
I mean this with no disrespect, but how can it take months to fix critical bugs in a synth firmware? Lil’ Phatty is not very high priority at Moog it seems.