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Hardware Instruments => Origin => Origin Technical Issues => Topic started by: mmp on June 07, 2013, 04:03:58 pm

Title: Origin won't boot
Post by: mmp on June 07, 2013, 04:03:58 pm
My Origin won't boot and there is no activity on the display(lit or unlit).

Just locked up with a number of LEDs lit.

I opened a support case in May, but haven't heard a peep from support since May 22cd.

Anyone had this happen?  Is there any "secret" set of keys to force a reset?

TIA.

Regards,

MM
Title: Re: Origin won't boot
Post by: moogy blues on June 07, 2013, 04:59:50 pm
Not sure if mine is a similar fault but the following situation applies in my case

My origin froze during operation recently and when i rebooted it just loaded up the start up 'crowd' screen with a number of led's lit but no ability to operate.

I have an open case 129637 to which I received an instruction to complete the technote 2 file attached to the email. This file is not recognised in the connection software update process (and the connection no longer syncs with the origin anyway).

The technote is a "corrupted usb firmware replacement updater". I did ask for further instructions on how to run the file but was told that if I was unable to do it I would have to return the origin to Arturia. This will be costly to post and insure and clearly there is a serious software problem with version 1.4.1.

I hope Arturia view this email and provide more instruction on how to perform this technote repair method as this is entirely outside of an end users ability to understand.

Also if the origin freezes again do I have to send it back to France to get it fixed every time?

I hope a sensible response from Arturia is received soon as 1 would advise all users to go back to version 1.3.5 which was fairly stable. Unfortunately I am unable to do this now.

Have had my origin for 3 years with only minor issues occurring. I've never experienced a fault like this before


Title: Re: Origin won't boot
Post by: moogy blues on June 08, 2013, 12:13:15 am
OK, after several hours of re-booting the origin and holding down numerous buttons during the start up process I have somehow managed to get round the freeze without having to upload the technote program.

I will use the origin over the weekend and will turn off on Sunday. I hope (fingers crossed) that it will reboot as normal but I've not got confidence that the problem has been resolved.

I will then revert back to v1.3.5 if connection works. I had the normal firmware update screens appearing on several occasions but the origin would sync upto 23% and then stop.

I seem to have accessed some technical page screens during my experimentation as follows

'../..Highlevel/PageManager.cpp and other similar software pages.

Can arturia give origin users more in depth instructions to allow us to repair our equipment
as I can foresee future technical glitches happening.

Posting units back to France should be a last resort
Title: Re: Origin won't boot
Post by: Philippe on June 08, 2013, 06:02:19 pm
First I definitely DON'T recommend you to switch back to 1.3.5.

1- There is no known USB problem specific to the 1.4.1 firmware version. 2- A lot of low-level bugs that could lead to firmware update error have been fixed with the 1.4.1. And 3- any user presets that you loaded have been converted from the 1.3.5 format and saved to the 1.4 format, and these formats are not compatible. Attempting to load a 1.4 preset with a 1.3.5 firmware will likely crash the DSPs and freeze your machine.

Second, back to your "freeze on the crowd image" bug.

One cause for a "freeze" on the crowd screen is the attempt to load a corrupted preset. So something to try is to restart your Origin while simultaneously pressing keys '0', '1' and '2'. This resets some internal settings, particularly it will tell Origin to start by loading the factory preset 1000, which is likely not corrupted because it is not modifiable.

A second cause is a problem with the firmware of the USB controller.

This is the bug that the tech note 2 is addressing. It's a bug which is known since a long time (not sure, but I think we're aware of it since the 1.1 version). We don't have a certain explanation of the bug. I think it is a hardware bug which may very rarely leads to a corruption of the content of a non volatile memory (the memory that contains the USB controller firmware). This kind of bug cannot be fixed by the firmware, that's why we published this tech note 2.
Title: Re: Origin won't boot
Post by: moogy blues on June 08, 2013, 06:50:51 pm
Thankyou.

I believe I was pressing all the number key pads when the system re-set. I will store this info in case of further freezes. This is a useful tip for all.

I've just re-booted the origin and it fires up again no problem

I did not load any new presets with the initial 1.4.1 upload (FYI)

I'm still very keen to understand how to load the tech note 2 file as it does not have a RUN command option and
is not recognised in the connection software update folder. It does show in the preset folder. Is this file fix still under development? Shall I wait until Arturia have refined this into a .ogu file type?


Title: Re: Origin won't boot
Post by: Philippe on June 08, 2013, 07:07:29 pm
Tech note 2 describes a procedure you can use to reprogram the USB flash. It does not use Origin Connection because OC needs a running USB firmware in order to communicate with Origin. I don't have the note under my eyes, I'll see tomorrow at the office.
Title: Re: Origin won't boot
Post by: mmp on June 11, 2013, 07:32:38 pm
 tried tech note2 and the three key suggestions, but my Origin still won't boot....

Regards,'

MM
Title: Re: Origin won't boot
Post by: Philippe on July 02, 2013, 08:43:51 am
Hello mmp,

Anything new there?

Did you opened a case with the support?
Title: Re: Origin won't boot
Post by: mmp on July 15, 2013, 01:22:52 pm
Nothing new.  I have been waiting three weeks now for a return authorization after the tech note try failed.  Case was opened in May, but David has been dealing with me directly.

Regards,

MM
Title: Re: Origin won't boot
Post by: Philippe on July 16, 2013, 01:12:54 pm
We've moved office these last days and we're not yet fully operational from the customer's service point of view. Anyway, I'll speak to David asap.
Title: Re: Origin won't boot
Post by: mmp on July 16, 2013, 01:15:22 pm
Thank you!
Title: Re: Origin won't boot
Post by: rcmusic on July 16, 2013, 05:48:56 pm
We've moved office these last days and we're not yet fully operational from the customer's service point of view. Anyway, I'll speak to David asap.

hello

still in grenoble/meylan ?
Title: Re: Origin won't boot
Post by: Philippe on July 17, 2013, 10:51:55 am
Yes still in Meylan but not the same place.
Title: Re: Origin won't boot
Post by: mmp on July 30, 2013, 11:56:02 am
I am still waiting for a return authorization to get my Origin repaired.

It has been over two months since it failed.
Please someone, contact me so that I can get this resolved.
I feel the time for excuses is over. 
You have a responsibility to the buyers to have a reasonable support system in place. 
It has been five weeks since I sent serial info and I am still waiting for a response after weekly emails.

Can I please, please get my Origin repaired?
Title: Re: Origin won't boot
Post by: mmp on August 06, 2013, 02:55:59 am
and another week goes by....
Title: Re: Origin won't boot
Post by: mmp on August 14, 2013, 02:00:05 am
and another week....
Title: Re: Origin won't boot
Post by: tertior on August 14, 2013, 12:25:32 pm
Erf... test your transformer and see if you have 6.5 V ; if you know somebody who's has the same, test with it.
It's very difficult to procure it and only Arturia has it or do you make one.
I know it could be stupid what saying but not very very stupid.


PS: phone at Arturia
Title: Re: Origin won't boot
Post by: mmp on August 14, 2013, 01:21:12 pm
I have tested that there is voltage, don't have the skill to test if it is providing enough amperage.

I preformed tech note 2 at their request and it didn't fix my Origin.

I have called, get voice mail every time and regrettably I don't speak French.

They chose to deal with me through email, asked for my address and serial number which I sent the same day and every week since, and I have heard nothing from them since 6/26.

Obviously, they don't expect their instruments to be used in professional environments.
Title: Re: Origin won't boot
Post by: Dav1d on August 14, 2013, 04:53:40 pm
Ok, I've sent you an email

If this is ok, we will send you all the necessary on friday

 :)
Title: Re: Origin won't boot
Post by: mmp on August 15, 2013, 12:49:15 am
Thank you very much!
Title: Re: Origin won't boot
Post by: needspeed on August 19, 2013, 04:48:56 am
My Origin won't boot and there is no activity on the display(lit or unlit).

Just locked up with a number of LEDs lit.

I opened a support case in May, but haven't heard a peep from support since May 22cd.

Anyone had this happen?  Is there any "secret" set of keys to force a reset?

TIA.

Regards,

MM

Mine is doing the exact same thing........Help!!!!!!!!!!!!!!!!!!!!

I sent tech support an email today Sunday I hope to hear back early next week......Good luck on getting yours back up and running.....very sad right now
Title: Re: Origin won't boot
Post by: Dav1d on August 19, 2013, 10:31:49 am
NeedSpeed: I'm not able to track your ticket, do you have a number?
Thanks
 :)
Title: Re: Origin won't boot
Post by: needspeed on August 19, 2013, 11:47:06 pm
I was unable to register my Origin online but it looks like it is now registered and my support ticket is: 137374_VSIGUAFG
Title: Re: Origin won't boot
Post by: needspeed on August 20, 2013, 11:44:34 pm
Another day goes by.......Please get back to me.......Steve
Title: Re: Origin won't boot
Post by: tonea on August 21, 2013, 06:19:18 am
Man i feel you. Nothing but problems. Got my 4th origin and it worked fine for a month and then no sound and then lockup then it works ok . Major pain. I waited four years to buy this thing. It seems that when you modify sounds it starts getting confused. Add a compressor instead of that crappy sounding reverb and it seems to get bugged out. Major lemon.
Title: Re: Origin won't boot
Post by: needspeed on August 21, 2013, 11:48:01 pm
Man i feel you. Nothing but problems. Got my 4th origin and it worked fine for a month and then no sound and then lockup then it works ok . Major pain. I waited four years to buy this thing. It seems that when you modify sounds it starts getting confused. Add a compressor instead of that crappy sounding reverb and it seems to get bugged out. Major lemon.

Sorry to hear of your issues.......Mine worked for over a year with no issues at all.......Then BOOM!!!!!!!!!!!

Anybody home at Arturia?????????????????????????
Title: Re: Origin won't boot
Post by: JacksonP on August 22, 2013, 09:17:35 am
Hi guys,

These problems are horrible and Arturia seem to respond way too slowly...

I have spent few years with this instrument. First with desktop and now both desktop and keyboard. And I have had quite a lot of issues too. But I must say I got good service from Arturia and that's why I am still very happy with Origin in general. Only thing which really bothers me at the moment is the erratic behavior of the big knob; my Origin KB is just few months old and this knob seem to have more and more problems (it jumps here and there especially if you move it fast).

Other thing I am worried, and I am hopefully wrong, is that Origin is already or becoming discontinued product. If so, then there's very little development to wait from Arturia. We've already seen that this development has been getting slower and slower; Arturia has obviously put their resources elsewhere. It's sad, because there's still so much potential left to be realized. One thing I still really hope they will fix ASAP: Origin KB's midi functionality (read my other thread). If you have spent 2500euros or more to this instrument, I think you're expected to have a keyboard which can send and respond to MIDI without problems. 100-200euros price level instruments can do that without issues. In one word, if you sell a MIDI instrument with all those ins/outs/thrus, your customers have right to expect that these work, right?
Title: Re: Origin won't boot
Post by: needspeed on August 23, 2013, 10:50:38 pm
Hi guys,

These problems are horrible and Arturia seem to respond way too slowly...

I have spent few years with this instrument. First with desktop and now both desktop and keyboard. And I have had quite a lot of issues too. But I must say I got good service from Arturia and that's why I am still very happy with Origin in general. Only thing which really bothers me at the moment is the erratic behavior of the big knob; my Origin KB is just few months old and this knob seem to have more and more problems (it jumps here and there especially if you move it fast).

Other thing I am worried, and I am hopefully wrong, is that Origin is already or becoming discontinued product. If so, then there's very little development to wait from Arturia. We've already seen that this development has been getting slower and slower; Arturia has obviously put their resources elsewhere. It's sad, because there's still so much potential left to be realized. One thing I still really hope they will fix ASAP: Origin KB's midi functionality (read my other thread). If you have spent 2500euros or more to this instrument, I think you're expected to have a keyboard which can send and respond to MIDI without problems. 100-200euros price level instruments can do that without issues. In one word, if you sell a MIDI instrument with all those ins/outs/thrus, your customers have right to expect that these work, right?

I am glad that you had good service.  I am very concerned that I have a paperweight at this point.......Steve
Title: Re: Origin won't boot
Post by: needspeed on August 28, 2013, 04:32:39 am
Anyone listening out there I need a new power supply!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Title: Re: Origin won't boot
Post by: tertior on August 28, 2013, 09:34:25 am
See with Rebecca if you are in states by contact (http://www.arturia.com/evolution/en/company/contact2.html) and subject Sales.
Title: Re: Origin won't boot
Post by: needspeed on August 28, 2013, 11:45:25 pm
Thanks tertior, I will give it a try but I am very disappointed in Arturia right now........Steve
Title: Re: Origin won't boot
Post by: mmp on August 30, 2013, 05:19:20 am
So I heard from Arturia on August 16th.  They asked if my Origin was under warranty. 
I responded within the hour that it was not. 
That was the last I heard from them. 
Going into the fourth month of trying to get this resolved.

Title: Re: Origin won't boot
Post by: mmp on August 30, 2013, 12:09:09 pm
Got an RMA today.  Woohoo!!

Title: Re: Origin won't boot
Post by: needspeed on August 30, 2013, 06:05:25 pm
Good for you mmp.  Arturia why is your customer service so unresponsive.  I do not care how great your products are if you cannot provide timely support to those who buy your products........Steve
Title: Re: Origin won't boot
Post by: needspeed on September 08, 2013, 03:18:46 pm
Still o hope for me ??? Come on guys at Arturia wake up and help please!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Title: Re: Origin won't boot
Post by: Cord on October 29, 2013, 01:53:48 am
How did this end up for you guys. Got your Origins back??
Title: Re: Origin won't boot
Post by: mmp on October 29, 2013, 02:14:26 am
I was out of town for a while, so I didn't get it to them until last week.

Hopefully back soon.

Regards,

MM
Title: Re: Origin won't boot
Post by: needspeed on November 06, 2013, 03:21:59 am
I figured out my wall wart was shot.  Just last week I get an email out of the blue telling me how to order a new one.  Got it yesterday and my Origin is back in business.......Steve
Title: Re: Origin won't boot
Post by: mmp on December 21, 2013, 11:53:13 pm
Shipped my Origin in October.  I had an RMA for an exchange.  Two months no word, no instrument.

This started in May.....(sigh)....

regards,

MM
Title: Re: Origin won't boot
Post by: mmp on January 18, 2014, 02:40:50 am
Another month...no synth.

This is unreal!  Can I just have my $2500.00 back?

Regards,

MM
Title: Re: Origin won't boot
Post by: tertior on January 22, 2014, 07:51:38 am
Phone at Arturia and ask whats' happen.
Title: Re: Origin won't boot
Post by: mmp on January 22, 2014, 03:38:01 pm
I can't find it on the web site...do you happen to have it?
Title: Re: Origin won't boot
Post by: tomoe97 on January 23, 2014, 01:47:00 am
Unfortunately, I am also experiencing the same boot problem with my Origin (OS 1.4.1). It froze for the first time ever today (screen plus all button lights frozen) and won't boot up. I checked the voltage of the power adapter and it's fine. I tried booting both with and without USB connected and it makes no difference. It freezes every time now. I tried resetting by holding down "0-1-2" while booting, but that didn't help. Are there any other techniques for performing a factory reset?  :(
Title: Re: Origin won't boot
Post by: Philippe on January 23, 2014, 10:04:09 am
Hello tomoe97,

You should be contacted very soon by the support. From your description I'd tend to think that there's a problem with the USB controller firmware flash memory. I already mentioned this earlier in this post. The solution is to restore the USB firmware by following instructions detailed in a document that we call "tech note 2". Before going that path, could you look at your screen and tell me if you can see an image and what image it is? If the backlight of the screen does not work (that is if you get a black screen) you may have to look at the screen from the side to distinguish something. Also can you check if the Origin is recognised as a USB device by your PC or Mac?

Thanks,
Philippe
Title: Re: Origin won't boot
Post by: tomoe97 on January 23, 2014, 07:11:03 pm
Thanks very much for your response. I have attached photos of my Origin during the boot freeze. I would describe the screen as a bluish-gray without any legible text. I confirmed that my Mac no longer recognizes Origin as a USB device. Based on the criteria in tech note 2, it certainly sounds like the USB firmware problem, no?
Title: Re: Origin won't boot
Post by: Philippe on January 23, 2014, 08:29:28 pm
It can be the USB firmware or a hardware failure around the USB controller. This last possibility is very rare, so trying the tech note 2 is worth it.

BTW, have you been contacted by the support?

Thx
Title: Re: Origin won't boot
Post by: tomoe97 on January 23, 2014, 08:35:13 pm
Yes, I was contacted by support and have received the tech note 2 instructions. I'll report back about the outcome.
Title: Re: Origin won't boot
Post by: tomoe97 on January 24, 2014, 05:28:36 pm
I followed the instructions for TechNote 02, but I've run into a problem: my PC running Windows 7 in 64-bit mode won't install the driver, which is designed for Windows XP SP2 (32-bit). Is there any way around this? Is there a version of "CYUSB.INF" that will run on Windows 7 (64-bit)? Or do I have to locate an old PC running Windows XP in 32-bit mode in order to update the USB firmware?
Title: Re: Origin won't boot
Post by: Philippe on January 25, 2014, 11:12:36 am
Hi Tomoe97,

Replace the CYUSB.INF in the tech note 2 archive file with the attached file (which is a patched version including the 64 bit systems).

IMPORTANT: the attached file is named CYUSB64.INF to make easier for you to distinguish between the original file and this patched one. When you copy this new patched file into the folder containing the old one, DON'T FORGET TO RENAME IT TO CYUSB.INF
Title: Re: Origin won't boot
Post by: tomoe97 on January 25, 2014, 06:03:13 pm
Many thanks for creating a 64-bit version. However, for some reason, I'm not seeing the attachment to your message. Can you send it to me via PM? Thanks.
Title: Re: Origin won't boot
Post by: Philippe on January 27, 2014, 02:20:26 pm
Tomoe97, I've sent you a private email.
Title: Re: Origin won't boot
Post by: hermitnerd on January 27, 2014, 10:28:23 pm
I have found that now none of the Origin forums display attachments. They let you choose a file to attach but it doesn't show up once you complete the post. This is relatively new behavior. Can this be fixed?
Title: Re: Origin won't boot
Post by: Philippe on January 28, 2014, 08:44:57 am
I have noticed that also. The guys in charge of the forum management know about this problem, hopefully they'll find a solution.
Title: Re: Origin won't boot
Post by: mmp on January 30, 2014, 01:07:09 pm
Can someone at Arturia tell me where my instrument is and when it might be repaired?

It was delivered to the US distributor in October. 

All links to my technical inquiries are gone and non of the Fogbugz reply links work anymore.

I have been trying for nine months to get my instrument repaired.  I am beyond impatient.

Please help!!!!

Regards,

MM
Title: Re: Origin won't boot
Post by: mmp on February 06, 2014, 03:02:34 pm
i just realized my forum email address was obsolete.

If anyone has tried to reach me by email please try again now that the address has been corrected.

Title: Re: Origin won't boot
Post by: hermitnerd on February 06, 2014, 04:48:07 pm

Hope you get your Origin back soon man.

As another Origin friend said, "this is a lifetime synth". I hope it will last us a lifetime...
Title: Re: Origin won't boot
Post by: mmp on February 07, 2014, 01:37:46 pm
I finally heard back from Arturia. 

After three & a half months at the US offices, it has been determined my Origin needs to be shipped to France.  I have been told it will be shipped there in the next "week". 

Previously I was told if the US office couldn't repair the synth, they would swap it out.

I have been playing synths professionally for forty years now and have never been treated this badly by any company.

Title: Re: Origin won't boot
Post by: mmp on March 01, 2014, 09:55:57 pm
Well, I think I might have a vintage instrument by the time Arturia repairs my Origin....
Title: Re: Origin won't boot
Post by: mmp on March 25, 2014, 11:31:20 am
Its still waiting to be shipped to France seven weeks later.
Title: Re: Origin won't boot
Post by: mmp on April 22, 2014, 04:49:41 pm
Thanks to the US distributor Steptimeware, I am getting a replacement unit today.

After eleven months, I think it is a fair deal.

So, as the OP, my issue is finally resolved.
Title: Re: Origin won't boot
Post by: hermitnerd on April 22, 2014, 04:58:34 pm
That's great to hear  - it must have been a frustrating 11 months for you.

I'm interested in how SteptimeWare was able to convince Arturia to give you a replacement unit. Or did they have to convince themselves?
Title: Re: Origin won't boot
Post by: mmp on April 22, 2014, 05:10:05 pm
AFAIK, R______ from SteptimeWare spoke to R_____ at Arturia USA.

But, this was not the first time I tried to get things moving by contacting the distributor.
I think they are feeling like they need to take more of an active role in helping consumers deal with Arturia service.

But, I am completely in the dark as to how the Distributor/Manufacturer relationship works between the two companies.  So, just happy to finally have this chapter resolved.
Title: Re: Origin won't boot
Post by: mmp on July 29, 2018, 05:52:22 pm
Resurrecting this old thread.  My replacement Origin rack has developed the same problem as the original one. Nothing but a doorstop now. Itís the worst $2500US purchase I have ever made.
Title: Re: Origin won't boot
Post by: d3x on August 03, 2019, 04:05:00 pm
Hello,

I see that you've had problems with your Origin some time ago.
I accidentally killed my Origin Desktop 3 weeks ago and desperately looking for a faulty one for parts.

I emailed arturia asking for the diagram but I didn't get it. So chances of repair are very low.

I was hoping to find a donor somewhere, but there is really no faulty ones on ebay or reverb.

Please let me know if you by any chance have a faulty unit and would like to sell it for parts or have access to the schematics.

Here or d3x AT wp.pl

Regards, Dex
Title: Re: Origin won't boot
Post by: mmp on August 03, 2019, 04:12:37 pm
My second failure was traced to a bad power supply.  I replaced the supply with an equivalent I found on eBay and it has been working since.  So, I am sorry, I have no donor Origin to offer.
Title: Re: Origin won't boot
Post by: d3x on August 03, 2019, 04:15:55 pm
Thanks anyway, I'm a bit desperate at this point ;-) but still full of hope.