Editor Problems with OS 3.3

[Forbidden Planet]

I have a new Select Series Voyager (OS 3.3) and I'm having trouble with the Editor (3.3.0) software. It seems like the Editor is sending data, but not receiving it. I'm sure I'm doing something wrong, but I've read the documentation fairly carefully and I can't tell what.

The Edit window doesn't receive control changes from the Voyager. When I select "Retrieve user bank" from the Editor menu, I click "Start" and the Editor loads the first patch from the Voyager and then stops. The Editor doesn't exit properly after I attempt to retrieve a bank and I have to kill the program through Task Manager.

The Editor sends patches to the Voyager successfully and changes in the Edit window modify the Voyager's sound.

I can successfully load and save individual patches and banks as sysex, using MIDI-OX. MIDI-OX also shows the Voyager sending CC messages when I turn the knobs. I can play keys and knobs on the Voyager, record them into Sonar and play them back on the Voyager successfully.

The Editor version is 3.3.0. I downloaded it from the Moog website. The Voyager is a "Select Series" model with OS Version 3.3 (01/18/2007). My computer is running Windows XP Home Edition. My MIDI interface is an Edirol UM-880.

I have the Voyager set as follows. The Voyager and Editor are on MIDI port 5, Channel 1.

MIDI Program Change = ON (Master 1.4)
MIDI In Ch = 1; MIDI Out Ch = 1 (Master 2.2)
MIDI In = ON (Master 2.3)
MIDI Out = ON (Master 2.4)
Receive Presets = SysEx Enabled (Master 3.3)

Has anyone else run into this problem? I'd sure appreciate some help.

[SoundTower_Help_Desk]

Hi Forbidden Planet,

Thank you for the report. We will try to replicate your setup and confirm. I've forwarded your note to programming and will post back in a few days.

best,
Derek
SoundTower Help Desk
soundtower_helpdesk@yahoo.com

[Forbidden Planet]

Hi Derek,

Any news? It's been almost three weeks.

I originally reported this problem to SoundTower on September 9. On September 10, SoundTower tech support sent me an email asking what MIDI interface I used. I answered the question and haven't heard from SoundTower since, even though I've sent several emails.

As you can imagine, I'm getting extremely frustrated with SoundTower's lack of responsiveness.

Thanks,
Jim

[SoundTower_Help_Desk]

Hi again Forbidden Planet

I can't seem to replicate the problem here but it occurs to me that I am using a MidiSport 2x2 for my interface. Do you have another interface other than the Edirol UM-880? Borrow one to test perhaps? There is always the possiblity that the drivers used cause problems. If the Editor loads the first patch from the Voyager it should load them all. The interface might be choking things.

My aplogies for the delay returning to this post. I had thought maybe it was resolved. If so could you let me know? If not I'll see what can be done.

You can send a note to me directly as well: derek@soundtower.com

best regards
Derek

[Forbidden Planet]

Hi Derek,

I appreciate you getting back with me on the Editor problem. I actually fixed it some time ago by updating the UM-880 drivers. It took me a long time and a friend's advice to think of that. I'm a musician who uses computers, not a computer technician.

It would have been really helpful if someone at SoundTower had suggested updating the MIDI drivers when I reported the problem on September 9, rather than ignoring my messages for three months.

Whatever happened on your end, it felt to me like I was being totally blown off. That's really bad customer relations. Given that, you can probably guess why I didn't bother telling you I'd finally fixed the problem myself.

I really hope SoundTower gets its technical support act together. The Editor Librarian works pretty well, now that I can use it.

Forbidden Planet

[SoundTower_Help_Desk]

Hi Derek,

... .

It would have been really helpful if someone at SoundTower had suggested updating the MIDI drivers when I reported the problem on September 9, rather than ignoring my messages for three months.

Whatever happened on your end, it felt to me like I was being totally blown off. ,,,

Forbidden Planet

Thank you for the considered response. I aplogize for the inconvenience and for our lack of timely response. I do not now what happened but there will be changes made in our response system. I personally knew of your issue when I saw the Oct 21 post. This is no excuse; I only wish for you to know we were not hiding from you.

Best in your musical efforts
Derek

[Forbidden Planet]

Hi Derek,

I posted my original message on the forum in an attempt to get a message to SoundTower through a different channel. I also sent Moog a problem report on October 11 and received no response. I figured Moog forwarded the problem to SoundTower.

It was almost impossible for me to believe SoundTower wasn't answering my emails. After all, Moog is selling the Editor and they wouldn't choose incompetents to write software. Also, the parts of the Editor which did work were cool.

Anyway, the problem's fixed now and I'm sure you'll get your tech support issues worked out. I'm really enjoying the Editor. I'm an old analog guy and like seeing the virtual knobs. Patch management is a lot easier now, too.

Take care,
Forbidden Planet

[SoundTower_Help_Desk]

Hi Derek,

...

Anyway, the problem's fixed now and I'm sure you'll get your tech support issues worked out. I'm really enjoying the Editor. I'm an old analog guy and like seeing the virtual knobs. Patch management is a lot easier now, too.

Take care,
Forbidden Planet

Thank you Forbidden Planet,
Glad the knobs and the patch management work for you. We will be implementing a new feedback system in the new year to deal with our growth as a company.

all the best in the new year
Derek