Should I return my new Push 2 before time runs out?

[masonvision]

I purchased Live 10 and Push 2 through the Ableton web site over two weeks ago. I received the hardware in the mail Saturday and was super excited. I have been on the fence with the purchase since Push 1. I saw the unit went on sale and pulled the trigger.

The problem though is I have not been able to get it working. My computer recognizes Push. Live recognizes Push, but it will still not boot past the logo.

I have spent hours trying all the fixes posted in the support section as well as some other fixes posted on these forums but have had no luck getting this thing to work. I submitted my first ticket to support Saturday in which they marked as solved even though I received nothing from support. I filed another ticket Monday in which I got a automated email with all the same fixes listed on the support site. I listed in my ticket that I have already tried all of those fixes and they did not help me.

At this point I just feel like I am being ignored. If support is down due to the current global situation, I can get that and would be patient but, there is a time limitation on returns and I do not want to be stuck with a expensive piece of gear I cant use.


This is where I am in trying to get it to work.

Live properly identifies and populates Push 2 in the midi prefs.
Device manager recognizes Push 2 both in sound and universal bus groups.
Using supplied USB cable. Firmly attached. Push remains powered if I remove the AC adapter. Tried all 6 of my USB ports.
Graphics card, motherboard, windows drivers all up to date.
Set all USB power saving to off in device manager.
Tried to start Push 2 before and after Live startup.
Tried clearing midi prefs and rebooting multiple times.
Updated Live to latest version and retried all above fixes.
None of these worked to get the Push to get past the logo screen. I have not seen it try to update firmware.

My System specs:
Windows 10 64bit Pro
Intel i7-8700 3.20GHz
32 GB Ram Geforce GTX 1070 8 GB - Up to date driver
Focusrite Sound Controller

I do not want to return this product but, I am not seeing any other option if I am unable to get support from Ableton.

[[jur]]

Yes sorry, support is also suffering from the virus' consequences so please be patient.
And sorry again I have no idea to help you on this one... but support will definitely get back to you, and you're not risking to be stuck with a faulty unit.

[Mark Williams]

I purchased Live 10 and Push 2 through the Ableton web site over two weeks ago. I received the hardware in the mail Saturday and was super excited. I have been on the fence with the purchase since Push 1. I saw the unit went on sale and pulled the trigger.

The problem though is I have not been able to get it working. My computer recognizes Push. Live recognizes Push, but it will still not boot past the logo.

I have spent hours trying all the fixes posted in the support section as well as some other fixes posted on these forums but have had no luck getting this thing to work. I submitted my first ticket to support Saturday in which they marked as solved even though I received nothing from support. I filed another ticket Monday in which I got a automated email with all the same fixes listed on the support site. I listed in my ticket that I have already tried all of those fixes and they did not help me.

At this point I just feel like I am being ignored. If support is down due to the current global situation, I can get that and would be patient but, there is a time limitation on returns and I do not want to be stuck with a expensive piece of gear I cant use.


This is where I am in trying to get it to work.

Live properly identifies and populates Push 2 in the midi prefs.
Device manager recognizes Push 2 both in sound and universal bus groups.
Using supplied USB cable. Firmly attached. Push remains powered if I remove the AC adapter. Tried all 6 of my USB ports.
Graphics card, motherboard, windows drivers all up to date.
Set all USB power saving to off in device manager.
Tried to start Push 2 before and after Live startup.
Tried clearing midi prefs and rebooting multiple times.
Updated Live to latest version and retried all above fixes.
None of these worked to get the Push to get past the logo screen. I have not seen it try to update firmware.

My System specs:
Windows 10 64bit Pro
Intel i7-8700 3.20GHz
32 GB Ram Geforce GTX 1070 8 GB - Up to date driver
Focusrite Sound Controller

I do not want to return this product but, I am not seeing any other option if I am unable to get support from Ableton.

In Live, is Push listed twice? If so remove the other instance, close Live and restart it. Also check in Windows device manager that Push is only listed once as well.

[masonvision]

Yes sorry, support is also suffering from the virus' consequences so please be patient.
And sorry again I have no idea to help you on this one... but support will definitely get back to you, and you're not risking to be stuck with a faulty unit.

Thank you very much for the reply! I completely understand about delays due to Covid. I appreciate you letting me know that I would not be stuck with faulty equipment. I will wait patiently for support.

Again I really appreciate you taking the time to respond.

[masonvision]

Push 2 is the best thing that happened to Live but... there could be hiccups.

The problem though is I have not been able to get it working. My computer recognizes Push. Live recognizes Push, but it will still not boot past the logo.

I really don't understand why support desks can't operate at good potential considering that most of the work can be done remotely as well. FOR the record: this is not a sneer solely towards Ableton, I did the same with N.I. and Reason Studios.

Now to get more productive again...

Download Reaper and install it. Trust me: this can be a valuable extension to your setup either way, even though I have no need for it I still got Reaper because... it can help at times when you need it.

Anyway.. you can use it free of charge so no worries.

Turn all stuff off.

Power on Push (logo is there? NO white dot on the touch strip?), fire up Reaper. Then: Ctrl-P => MIDI devices (under Audio header). Does it list Push as not present or disabled?


also...



Maybe that can help as example.

Thank you for the response! I will try this and let you know if it solved the issue for me. I really appreciate the help!

[masonvision]

Push 2 is the best thing that happened to Live but... there could be hiccups.

The problem though is I have not been able to get it working. My computer recognizes Push. Live recognizes Push, but it will still not boot past the logo.

I really don't understand why support desks can't operate at good potential considering that most of the work can be done remotely as well. FOR the record: this is not a sneer solely towards Ableton, I did the same with N.I. and Reason Studios.

Now to get more productive again...

Download Reaper and install it. Trust me: this can be a valuable extension to your setup either way, even though I have no need for it I still got Reaper because... it can help at times when you need it.

Anyway.. you can use it free of charge so no worries.

Turn all stuff off.

Power on Push (logo is there? NO white dot on the touch strip?), fire up Reaper. Then: Ctrl-P => MIDI devices (under Audio header). Does it list Push as not present or disabled?


also...



Maybe that can help as example.

Powering on Push. Logo present. White dot is present on slider.

Ran Reaper. Here is a screen shot.


Ran Live. Here is a screen shot of the prefs.


Push stays at logo screen.

[masonvision]

Not sure why the images are no showing. I am missing something. Here are the links.

https://imgur.com/6sFwdUG

https://imgur.com/aM8b1lT

[masonvision]

I am guessing I do not want the white dot on the slider? What does that represent?

[[jur]]

It will probably not solve your issue, but you can deactivate the "ableton Push 2 (port 2) remotes in the midi ports.

Also, just in case you haven't seen this article already.

[estolad]

Just to be sure, you are using the power supply?

I've experienced that my USB ports weren't able to fully power my midi keyboard. It switched on, some lights were on but nothing worked until I got a powered USB hub. Something similar might be happening with Push if you are not using the power supply.