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I know this is an issue as I've seen other people on the forums having similar issues.

When I load up Universal Control, I can see the IO24. It tells me I need a firmware update. I click the button, it waits a minute and then 'Could not connect to the device' pops up. The IO24 disappears from the unit and I have to re-attach the unit to get it to show again.

This has left me with a useless piece of kit and I'd love to be able to fix it. Can anyone help?

So far, I have:

Tried installing earlier versions of UC
Tried disabling UAC
Uninstalled
Reinstalled
Tried different USB ports

I'm going to send this to support as well.

I've not figured out how to post in a signature yet so here are my specs...

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by Trucky on Mon Jun 20, 2022 5:50 am
Welcome to the Forum!

1. Make sure the USB cable is good and plugged directly into a USB 2 compatible port on your computer.
2. Temporarily disable any firewall or antivirus software.
3. Uninstall Universal Control and reboot your computer.
4. Download and install the latest Universal Control and reboot.

Image

Hopefully those steps should help in recognizing and updating io24 firmware.
If not, please submit a Support Ticket (see link in my signature).
Click the link below for updating your signature.

Please add your specs to your SIGNATURE.
Download the STUDIO ONE 5 PDF MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


Windows 10 Pro 64-bit (21H2), Studio One 5.5.2 Pro | Notion 6.8.2 | Universal Control v3.6.4.87069
Dell Inspiron 17 5770 (Intel Core i7-8550U 1.8 GHz, 4GB AMD Radeon 530 Graphics, 16GB RAM, Samsung 860 EVO 2TB SSD
Series III 32 v2.5.1.84445, Revelator io24 v1.21
User avatar
by SwitchBack on Mon Jun 20, 2022 6:09 am
Did you install UC before connecting the interface for the first time? If not then you may have to dig in your computer's driver settings to make Windows forget the interface (and the driver it linked to it for lack of the proper one). Then try again, first installing UC, before connecting the interface.
User avatar
by stephenmellor on Mon Jun 20, 2022 6:13 am
Trucky wroteWelcome to the Forum!

1. Make sure the USB cable is good and plugged directly into a USB 2 compatible port on your computer.
2. Temporarily disable any firewall or antivirus software.
3. Uninstall Universal Control and reboot your computer.
4. Download and install the latest Universal Control and reboot.


Thanks for the tip but I tried this and still no luck, I'm afraid. I'll update the support ticket I already have open with this information.

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by stephenmellor on Mon Jun 20, 2022 6:14 am
SwitchBack wroteDid you install UC before connecting the interface for the first time? If not then you may have to dig in your computer's driver settings to make Windows forget the interface (and the driver it linked to it for lack of the proper one). Then try again, first installing UC, before connecting the interface.


I'm pretty sure I did, but I am prepared to try again. Any idea where I would find that and what I might need to change in Windows 10?

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by SwitchBack on Mon Jun 20, 2022 6:20 am
Used to but no, I switched to Mac years ago. Others may chime in :)
User avatar
by Trucky on Mon Jun 20, 2022 6:22 am
How many USB devices are you using?

Here's a program called USBDeview that I use to troubleshoot USB issues...

https://www.nirsoft.net/utils/usb_devices_view.html

Please add your specs to your SIGNATURE.
Download the STUDIO ONE 5 PDF MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


Windows 10 Pro 64-bit (21H2), Studio One 5.5.2 Pro | Notion 6.8.2 | Universal Control v3.6.4.87069
Dell Inspiron 17 5770 (Intel Core i7-8550U 1.8 GHz, 4GB AMD Radeon 530 Graphics, 16GB RAM, Samsung 860 EVO 2TB SSD
Series III 32 v2.5.1.84445, Revelator io24 v1.21
User avatar
by stephenmellor on Mon Jun 20, 2022 6:38 am
SwitchBack wroteUsed to but no, I switched to Mac years ago. Others may chime in :)


Ha, I kind of miss my old Mac... But, you don't get the games on it :p

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by stephenmellor on Mon Jun 20, 2022 6:50 am
Trucky wroteHow many USB devices are you using?

Here's a program called USBDeview that I use to troubleshoot USB issues...

https://www.nirsoft.net/utils/usb_devices_view.html


Well, according to USBDeview, I don't have any USB issues.

To be honest, at this point I'm going to send the unit back if Support can't fix it. I have NEVER had an installation process as bad as this and I expected an awful lot more from PreSonus, to be fair. They came very highly recommended and they've just not lived up to expectations.

The benefit I would get from it as a content creator (off-computer audio processing is why I bought it in the first place) is not worth the time I am wasting trying to get it to work.

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by stephenmellor on Mon Jun 20, 2022 9:43 am
Quick update.

I had a message from support who wanted me to update my BIOS. I'm not comfortable with that level of messing around in the computer so I've decided to send the unit back.

Windows 10 Pro 64-bit | Universal Control v3.6.4.87069
MB: ASUSTek | CPU: Intel Core i5-6500 @ 3.20GHz | RAM: 16GB DDR | GPU: NVIDIA GeForce GTX 1060 6GB | HDD: SAMSUNG SSHD 232GB
Revelator io24 v1
User avatar
by SwitchBack on Mon Jun 20, 2022 11:23 am
Yeah, that was the other thing with PCs. Did it a few times, it never failed, but it always scared the hell out of me.
User avatar
by Trucky on Mon Jun 20, 2022 12:42 pm
Your io24 may be defective but a quick check with another computer (or a friend's) can confirm that.

My Revelator io24 works great with both my Dell laptop & Lenovo desktop computer.
I've not had a problem installing Universal Control or updating io24 firmware with either one.

Image

Please add your specs to your SIGNATURE.
Download the STUDIO ONE 5 PDF MANUAL. Access your MY.PRESONUS account.
OVERVIEW of how to get your issue fixed or the steps to create a SUPPORT TICKET.
Needs to include: 1) One Sentence Description 2) Expected Results 3) Actual Results 4) Steps to Reproduce.


Windows 10 Pro 64-bit (21H2), Studio One 5.5.2 Pro | Notion 6.8.2 | Universal Control v3.6.4.87069
Dell Inspiron 17 5770 (Intel Core i7-8550U 1.8 GHz, 4GB AMD Radeon 530 Graphics, 16GB RAM, Samsung 860 EVO 2TB SSD
Series III 32 v2.5.1.84445, Revelator io24 v1.21

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