Push 3 SA won't power on / Ableton support

[robleighton22]

I received my Push 3 Standalone on Monday and had no issues on day 1. However yesterday afternoon, my Push 3 started bugging out when trying to trigger drum hits to my S2400. Every hit played on a pad was causing the internal clock to stutter. Then almost a minute later the audio became distorted and sounds were not triggering correctly. I tried swapping cables around, unplugging everything. Sound eventually came back but super quiet. So I restarted the machine and then the powering issues started. Holding the 'On' button results in the green 'Save' button to flash after about 20 secs, but I can't get the Push to power on.

Weirdly it did power on this morning when I tried one of either 'Shift' + ' On' or 'User' + 'On'. I was able to get sound and switch to controller mode and also test sound in standalone. But when I switched the unit off, it wouldn't power on again. And I couldn't repeat the above combo button step to get it switching on. Had the latest OS, not beta installed. Nothing else plugged in other than power, and in this case, USB. Noting that as well as the green 'Save' button showing signs of life, the battery indicator flashes up at 100% charged when I replug the power.

Given it kind of worked this morning is confusing me as to what the issue might be- it's almost as if my S2400 triggering bug might be crashing the Linux OS, rather than it being a power problem. Anyone else had the green 'Save' indicator only appear? Is there any other button combos that might revive it?

Final question - what is the Ableton support service turnaround time?

Concerned as I will be overseas on holiday and will likely be over 30 days past the return policy. Although I assume warranty covers beyond that.

[[erm]]

It can sometimes take over a week at the moment. I can’t imagine they would count their slow response time towards your return period.

[robleighton22]

Some progress. Holding 'User' then pressing power and then sort of tapping 'User' gets me into recovery mode. Almost can do it each time. I've reset factory settings, tried powering off from both standalone and controller mode. The unit just doesn't seem to power on by itself.

However, i think its now very screwed. i tried to update to the latest beta to see if that would help. Now i get 'Push was unable to start - PMC error'. Recovery mode doesnt work properly - it just loads up that error message then sort of goes into controller mode. But controller mode is not working properly either - pads dont respond at all. I cannot re-enter recovery mode options as before - i just get the noted error message and broken controller mode.

So frustrating.

[robleighton22]

okay apologies for posting again. but ive actually managed to bring my Push 3 SA to life .

so as per the above, it wasnt even entering into recovery mode - instead i was getting this 'PMC Error' and a broken controller mode where the pads didnt work, and power 'On' by itself didnt work. in the end, i removed the power cable, switched usb cable, restarted Ableton and eventually it resumed a firmware update. i think the new beta has done something to fix the problem as it simply came back to life after this.

i've since been testing it quite thoroughly. - recovery mode works again as per normal, switching the 'On' button works as normal. wifi is fine, and so on.

I'm going to keep my case open with Ableton for another day as they never responded and im not 100% sure yet im our of the woods.

But positive this was a linux crash that needed some sort of hard reset / firmware fix. i now think the root cause might have been something to do with the external midi communication with my S2400. it all went pear shaped when i tried to hook up 16 pads via Push. when i hit the pads the internal clock just jittered/broke and then it all got worse from there. i know there was a bug fix in the beta around external sync - so i wonder if i had the bug in the official version and it crashed linux.

moral of the story with Push SA - if there are signs of life then its prob fixable via some recovery method. Signs of life to look out for:
1. holding 'On' and green 'Save' button flicks on after 20 secs
2. re-plugging power, battery indicator flicks on screen
3. holding 'On' and pushiing 'User' for recovery mode - note this sometimes requires tapping 'User' to enter

My advice is get on the latest beta but if the firmware won't install due to any restart issues, which is what i had. unplug the power, connect via USB and try install the firmware whilst in controller mode.

Will quit my bitching and get on with music making.

[[jur]]

I'm going to keep my case open with Ableton

Yep, definitely don't close the ticket and please document all your findings! Thx.