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    Robert452
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"GO" again!

OK - our ELE2 is about 14 months old. It has already been sent back to ETC because the GO  button did not trigger into the next cue. About a month in from its 'repair' the same problem emerged. A complete error log file was sent to ETC  tech support. They could not find any problem but noted the Software/firmware was not up-to-date. Both have been fully updated.

Last night a tech I was working with told me the GO button was "Missing" on occasions. I stood behind him and watched that he used a firm pushdown and heard the button 'Click". Having seen the problem occur several times I went into Face Panel testing and operated the switch x 100 times. I got about 10% failures! 

So bottom line is this normal? Do other folks "Accept" GO failures and just pound the button harder! Remember this board was shipped at great expense to ETC to correct the problem. I am not sure what/how you guys run shows but my techs get really rattled and the show goes 'off cue' which I find unacceptable. And, if we send it back again to ETC do they know how to fix it?

Bottom line ELE2 does not always respond to the GO button and ETC seem unable to address the issue. 

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  • 0

    Hey Robert. I'm sorry to hear your GO button is acting up. I'm sure it would rattle me if I was faced with that as well. I can't imagine there is anything normal about this behavior and I don't believe anyone would expect you just to live with it. 

    That being said, my reason for responding is to share my experience with ETC tech support. I have racked up hours upon hours asking questions and troubleshooting problems. We purchased a new Gio @5 last summer but prior to that we had an Ion that was around 10 years old. Didn't matter. They helped me navigate the intricacies of lighting design and helped me figure out how to take an idea in my head and put it in syntax form to achieve my goal. With the Gio, we had an encoder go bad. Within a couple days I had a new one.

    Now, none of what I have been through compares to the GO button malfunction you are experiencing. You are right to believe it should work without error. My advice is to give ETC a chance to make it right. I have to believe they will figure out a way to make it work. 

    There tech support is the reason I stayed with them for the purchase of a new board and why I will be loyal for years to come.

    They will make it right. Good luck man. 

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  • 0

    Hey Robert. I'm sorry to hear your GO button is acting up. I'm sure it would rattle me if I was faced with that as well. I can't imagine there is anything normal about this behavior and I don't believe anyone would expect you just to live with it. 

    That being said, my reason for responding is to share my experience with ETC tech support. I have racked up hours upon hours asking questions and troubleshooting problems. We purchased a new Gio @5 last summer but prior to that we had an Ion that was around 10 years old. Didn't matter. They helped me navigate the intricacies of lighting design and helped me figure out how to take an idea in my head and put it in syntax form to achieve my goal. With the Gio, we had an encoder go bad. Within a couple days I had a new one.

    Now, none of what I have been through compares to the GO button malfunction you are experiencing. You are right to believe it should work without error. My advice is to give ETC a chance to make it right. I have to believe they will figure out a way to make it work. 

    There tech support is the reason I stayed with them for the purchase of a new board and why I will be loyal for years to come.

    They will make it right. Good luck man. 

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  • 0 in reply to jbaily

    You are totally right on all acounts. We chose the Element 2 mainly because of ETC supprt. And being fairly new to things like MHs I personally have bugged them to death. There has always been a quick reply and my own education has gone up in leaps and bounds. Looking back I realize my post was made more out of my own frustation. Remember this console has been back to ECT once and another spat of GO problems got a "Can't find anything wrong" based on our logs,

    It's just that I was in the light booth when the tech said; "Its happening again!" and my own face panel test supported it. We have a show starting this week so what can we do? What can ETC do? It all led to an explosive and regretful post. I guess Monday when the techs are working again we might hear something that will correct this insidious and unpredictable behavior. If several other ELE2 users reported similar problems the last two times we raised the subject it might almost have been a relief because ETC would then have to work on a systemic problem. But it seems we are out there with a show to run by ourselves and the chance of some missed cues to look forward to.

  • +1 in reply to Robert452

    Hello, Robert.  Please do give us a ring again this week, so we can see what can be done.  https://support.etcconnect.com/ETC/Consoles/Eos_Family/Element_2/Element_2_Go_Button_Not_Always_Working  We are looking into possible causes of this issue and hope we can resolve it for you.

  • 0 in reply to saranow

    Sara I will be contacting you folks soon. In the meantime I am sure you're going to ask for a log. But I need to know how/where to send it. It is from last Friday when I personally witnessed the GO problem and was able to observe several failures whilst running face panel diagnostics. We sent one a month or more back but your techs could not see anything. Since then we updated both the software and the firmware following  ETC instructions. Below, are notes from our tech log, that pertain to this problem. I will allow time for techs to look at all of this before I call as I find that I have to go through a lot of stuff previously recorded. I hope we can resolve this issue quickly.

    Robert

    (863) 414-4276

    From  HLT tech log.

    Product Registration for Robert Jarvis, customer number 0000114346; ELEMENT2, Serial Number: 434830083
    Date of Purchase: 2018-07-23 From: Full Compass. Product Registrations    ELEMENT2  (SN434830083)

    June 2019 [GO] Button Problem.
    Thor called 13:15 Sun 2nd to say the GO button was not working correctly. ETC Tech Tom advised me to lift key cap and check push button is seated correctly. Monday; spoke with Tech Ross and after running diagnostics noted need to send it in for repair. (ETC ref 300776968). Jeff at Full Compass jeffg@fullcompass.com generated RMA for loaner (Element 1) 45059106 for shipping UPS today (Monday). Thor (lighting director) had been advised.
    Loaner tested installed and setup Sun 9th. Shipped ELE2  UPS Tracking Number; 1ZW69R21A899284257. Received by “Geraths” (inside delivery) 9:48 a.m. Thursday 13th.

    June 24th Element 2 returned here and installed 25th.  ETC later advised it was a mechanical switch problem and others had reported the same.

    August 12th [GO] Button Problem
    Tom reported the GO button was not working. I ran diagnostics and found the GO, BACK and MASTER buttons unresponsive. Sunny said she thought the button had become stuck but during the diagnostics I found them free and tactile. The unit was powered down and up and the buttons worked! Advised they used  the space bar. Did not hear more. Logs sent to ETC who reported they couldn't see anything. Later I updated both software and firmware.

    November 1st [GO] Button Problem
    Mac demonstrated several miscues caused by lack of response to go button. Told him to use space bar if things got worst. Opened face panel diagnostics and found about 5% presses 'missed'.
    Talking to ETC again

  • 0 in reply to Robert452
    Robert452 said:
    300776968

    So long as you mention this to the tech when you call in, they will have access to all of our notes thus far.

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