[KS Pro Chroma bug] Track Color option missing on Chroma - latest firmware installed

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#1

I have the latest firmware installed on the Chroma (2.5.20) but the Track Color option is missing from the Track Settings menu. I also tried the previous firmware (2.5.14) and then the newest one with no luck.

Also, if it’s related, the LEDs on the touch strips on mine are red. All the others I’ve seen have blue touch strip LEDs.

Is my unit not being recognised as a Chroma edition?

I know it might seem a trivial issue, but I want to figure it out.

Thanks.

#2

Hello.

That’s weird indeed.
As you said, maybe your unit is not recognized as a Chroma.

For me to check, can you provide the USB PID of your device ?
This can be retrieved in the device manager on Windows , or in System Report on Mac.

Thanks.

Cheers !

#3

Hi Tim,

Thanks for your reply.

Here’s what I found :
“Device USB\VID_1C75&PID_0218\000000000001 requires further installation.”

#4

Hello.

As you said, it is not a detected as a Chroma, and thus, your current firmware is not the chroma one.

You could also try to check the PID of the bootloader:

  • Power the keystep pro off
  • Plug a cable from the clock input to the reset out
  • Power the unit
  • Remove one of the two end of the cable.
  • Recheck the PID

But at this point, you have a problem, so the beter would probably be to contact our support team.

Cheers !

#5

Hi!

I tried your suggestion but I cannot see any change in the PID number.

I do notice that in the MIDI Control Centre there is no option for the Chroma in the device drop down menu, just “KeyStepPro” and all the other Arturia devices. Should there be another one for Chroma?

I have emailed support but they didn’t quite understand the problem, so I’m waiting for their reply.

Thanks again.

#6

Ok, so the hardware have been flashed as a normal unit and not as a chroma one.

I’m sorry your experiencing such issue and I hope that we will be able to solve it quickly.

We won’t be able to update your bootloader without you sending the unit back so this will probably needs a hardware swap.

I will let our support team handle the issue as I can’t do much more for you here.

Cheers !

#7

Thanks for your help. I hope Arturia are generous when it comes to sending it away for a fault.

If you’re able to push my ticket along, its #1100314.

Thanks again!

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