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Bad adventure with DSI support

Bad adventure with DSI support
« on: May 14, 2018, 11:55:04 PM »
Hi, I'm Antonio from Italy.
two weeks ago, I contacted DSI support because I had the classic encoders problem.
They recommended a swap of the boards.
I installed the new boards and these work worse, the encoders jump continuously.
I wrote all this to DSI support and sent a video.
They tell me that everything is normal and that the boards are checked and verified before being shipped.
I've sent more videos in which other encoders jump continuously but DSi support no longer responds to my emails.
I reassembled the old boards, they work much better.
How is this possible? The DSI support left me alone.
Do I have to sell my REV 2?
I'm sad.

aeonn

Re: Bad adventure with DSI support
« Reply #1 on: May 15, 2018, 05:10:54 AM »
Hey Antonio,

Have you updated the firmware of your Rev2 as well ? The newest versions corrected that issue a while ago. Also, keep in mind that the encoders work exponentially : if you scroll faster, itís going to jump a bigger amount of values. If you scroll slowly, it should scroll steadily through the values.
I recommend to download the last firmware update and report back.

Hope that helps ;)

Re: Bad adventure with DSI support
« Reply #2 on: May 15, 2018, 05:46:52 AM »
yes, my version is the last one.
The thing that makes me angry is that old boards work better.
so I think it's a quality problem for the encoders.
But I DSI service no longer responds.

Re: Bad adventure with DSI support
« Reply #3 on: May 15, 2018, 10:02:20 AM »
Hello Antonino.

I also had problems with the encoders on my REV2, and it was fixed by replacing both front panel boards.
It has happened once that DSI support took a little longer to reply to my emails, because the guy responsible for my case was sick (which I didn't know at the time). A few days later he responded and apologized for the delay explaining why.
The DSI support team is made up of a small group of human beings that are dedicated and eager to help customers anyway they can.

So if it sometimes take a little longer to get replies from them, just be patient. I'm sure that you'll eventually get one.

Minimoog D (vintage), DSI OB6 (Desktop), Oberheim Matrix-6 (MIDI Controller), DSI REV2-16, Mac Mini Unibody 2010 (audacity).

Re: Bad adventure with DSI support
« Reply #4 on: May 15, 2018, 01:56:43 PM »
The problem is that I have already changed the boards.
even the new ones have problems, the encoders jump all. I had to put old boards back to limit the problem.

Re: Bad adventure with DSI support
« Reply #5 on: May 15, 2018, 03:22:42 PM »
If I am not mistaken, there is another forum member who has had the exact same experience as you, with the replacement boards being worse than the defective ones. I think everything turned out okay in his case...
Minimoog D (vintage), DSI OB6 (Desktop), Oberheim Matrix-6 (MIDI Controller), DSI REV2-16, Mac Mini Unibody 2010 (audacity).

dp

Re: Bad adventure with DSI support
« Reply #6 on: May 16, 2018, 12:34:36 PM »
Very similar, if not exact same, experience. Two different boards, second one being worse. Firmware updated and all. Initial reply from support was " Although the encoders on the Rev2 are within specification..." and then they continue to explain (technically) why I'm having the issue ... which they are saying is "within specification." So in the end, it's that they are OK with this issue. Blunt, but seems the case

Re: Bad adventure with DSI support
« Reply #7 on: May 16, 2018, 12:46:22 PM »
I think Iím having the issue too. My resonance knob is jumping all over the place. What do I do?

Re: Bad adventure with DSI support
« Reply #8 on: May 16, 2018, 01:01:40 PM »
I'm sorry you're experiencing issues with your Rev2. The best course of action is to contact our dedicated support channel:

support (at) davesmithinstruments.com

We will get you back up and running right away.
Thanks!
Dave Smith Instruments

Re: Bad adventure with DSI support
« Reply #9 on: May 16, 2018, 11:08:16 PM »
I think Iím having the issue too. My resonance knob is jumping all over the place. What do I do?

Had the same issue with osc slop. Advised to turn it all the way around about 150 times. Actually worked, so give it go.

Re: Bad adventure with DSI support
« Reply #10 on: May 17, 2018, 01:43:54 AM »
Yes, but lot of tipical problems are with the encoders...
Osc slop is potentiometer  :)

Re: Bad adventure with DSI support
« Reply #11 on: May 17, 2018, 09:39:01 AM »
Yes, but lot of tipical problems are with the encoders...
Osc slop is potentiometer  :)

The same principle applies for both. The idea is that by rotating vigorously several times the oxidation that might have occured will be partly cleaned by friction of the potentiometer/rotary encoder wiper rubbing against the carbon trace/contact points inside. It's not a definitive solution nor is it a guaranteed success at cleaning the oxidation. Sometimes it might even be the silicon lubricant that makes the potentiometer/encoder shaft turn smoothly that will "leak" down onto the surface contacts inside (bad quality component). And in that case, no amount of turning will fix that. The only solution would be to open the potentiometer/encoder and thoroughly clean the contact surfaces, or to replace the device entirely with a new one.

That's coming from 30 years experience as an electronics hobbyist.
Minimoog D (vintage), DSI OB6 (Desktop), Oberheim Matrix-6 (MIDI Controller), DSI REV2-16, Mac Mini Unibody 2010 (audacity).

dp

Re: Bad adventure with DSI support
« Reply #12 on: May 18, 2018, 09:01:42 AM »
Yes, but lot of tipical problems are with the encoders...
Osc slop is potentiometer  :)

The same principle applies for both. The idea is that by rotating vigorously several times the oxidation that might have occured will be partly cleaned by friction of the potentiometer/rotary encoder wiper rubbing against the carbon trace/contact points inside. It's not a definitive solution nor is it a guaranteed success at cleaning the oxidation. Sometimes it might even be the silicon lubricant that makes the potentiometer/encoder shaft turn smoothly that will "leak" down onto the surface contacts inside (bad quality component). And in that case, no amount of turning will fix that. The only solution would be to open the potentiometer/encoder and thoroughly clean the contact surfaces, or to replace the device entirely with a new one.

That's coming from 30 years experience as an electronics hobbyist.

Thanks for this, Alain

Re: Bad adventure with DSI support
« Reply #13 on: May 18, 2018, 10:15:39 AM »

Thanks for this, Alain

You're welcome.  :)
Minimoog D (vintage), DSI OB6 (Desktop), Oberheim Matrix-6 (MIDI Controller), DSI REV2-16, Mac Mini Unibody 2010 (audacity).

Re: Bad adventure with DSI support
« Reply #14 on: May 22, 2018, 01:03:35 AM »
No more answers after two weeks.
I sent another email by opening another request, no reply.
Maybe there is a black list mail or do not answer because I'm Italian from Sicily.
I do not know what to think. :'(

Re: Bad adventure with DSI support
« Reply #15 on: May 22, 2018, 10:18:19 AM »
Did you try calling them on the phone?

Re: Bad adventure with DSI support
« Reply #16 on: May 22, 2018, 08:57:30 PM »
I did not call by phone because I do not speak English well.
this situation made me sad.

Re: Bad adventure with DSI support
« Reply #17 on: May 23, 2018, 12:56:29 PM »
Antonio, is there any possibility that you may be able to return your defective REV2 for another REV2 from the store where you purchased it??  As Iím certain not all REV2 has these issues, mine has no problems I just adore it. 
DSI Prophet Rev2-8, Moog Subsequent 37, Novation Bass Station 2, Korg Poly 800, Roland JX 03, MOTU Micro Lite, Antelope Audio Zen Tour, iMac 2016, Logic X