Bricked Sub37 with 1.1 update

wildecat · Post by **wildecat** » Fri May 08, 2015 4:40 am

I sent an email to Moog, still waiting.
BTW, when Sub 37 is ready to update, (after turning filter cutoff and fine tune all the way down) is it right that midi button is red?

Control_Voltage · Post by **Control_Voltage** » Fri May 08, 2015 2:12 pm

Hi there,

Andy from Moog Tech Support here!!!

Please contact us directly:

andy@moogmusic.com or (828)-251-0090 xt. 221, 217, or 214

We will be happy to help you get this sorted.

Thanks,
Andy Hughes
Service Department Manager
Moog Music, Inc.

wildecat · Post by **wildecat** » Sat May 09, 2015 6:33 am

Still waiting an answer, Andy......

squidfood · Post by **squidfood** » Sat Jun 13, 2015 11:31 am

I send an email over a month ago and got no reply Andy... not impressed.

squidfood · Post by **squidfood** » Sat Jun 13, 2015 11:41 am

I use "bricked" very specifically, because I've tried three computers and none of them recognize the Sub37... "unknown USB device". So no - with no connection, no way to fix. I'd call that bricked.

squidfood · Post by **squidfood** » Sat Jun 13, 2015 12:45 pm

Ok, I've made some progress, but it's still broken.

After finding another thread, it turns out that Step 1 on the update breaks Windows device drivers. Nice. So first part of the solution: find a friend with a Mac. That got me through a Steps 1 and 2. Then it broke again on step 4. And now it's stuck despite many manipulations, resets, etc.

On December 7, someone posted the exact same thing: start=30#p137311http://forum.moogmusic.com/viewtopic.php?f=7&t=22484&. The only reply was Amos saying (effectively) that Moog was too small a company to get its software act together. C'mon.

MRNUTTY · Post by **MRNUTTY** » Sun Jun 14, 2015 10:18 am

squidfood wrote:I send an email over a month ago and got no reply Andy... not impressed.

Did you try calling him?

squidfood · Post by **squidfood** » Mon Jun 15, 2015 1:36 pm

The hours & timezones that I can troubleshoot the device with a borrowed Mac don't generally overlap with the phone hours over at Moog (and I travel alot, not with the Sub37 in tow).

I sure don't mind re-arranging my schedule to do a call, but it's difficult enough that I don't want to arrange it and then cold call at a time they can't help me! As long as he's offering an email address, an email reply leading to a set-up call time would be dandy

.

And I'll also say, having seen the same issue on two unanswered threads, that it might be nice to put a solution up publicly...

Control_Voltage · Post by **Control_Voltage** » Mon Jun 15, 2015 4:49 pm

Hi Squidfood,

What is your email address??? It may have gotten sorted into spam by accident. I will be happy to look into it for you.

Thanks,
Andy Hughes
Service Department Manager
Moog Music, Inc.

squidfood · Post by **squidfood** » Mon Jun 22, 2015 12:47 pm

Sorry about long delay Andy, finally back near my machine again for a few days!

In case it doesn't come through, I just sent you an an email from gmail - first name starting with 'K'. (not the same email I sent from first time, in case spam again).

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