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Stream Deck freezing after ~30 minutes of use

By Forrester Savell @Forrester_Savell
    2023-08-01 00:40:55.745Z

    Stream Deck freezing after ~30 minutes of use

    System Information

    SoundFlow 5.4.4

    OS: darwin 19.6.0

    ProductName: Mac OS X
    ProductVersion: 10.15.7
    BuildVersion: 19H2026

    Steps to Reproduce

    1. Restart computer
    2. Close Stream Deck app, Launch ProTools
    3. Launch SF
    4. Use for approx. 15 - 30 mins
    5. Buttons on Stream Deck become unresponsive.
    6. Tested using powered USB hub (worked in all versions before 5.4.4), tested directly plugged into USB port in MacPro, still happens.

    Expected Result

    Control SF with Stream Deck Buttons

    Actual Result

    Stream deck buttons unresponsive after a period of time

    Workaround

    Unplug/replug USB cable to Stream deck

    Other Notes

    Links

    User UID: sKu19XXNXHYSdEMmZtHz8CozbdS2

    Feedback Key: sffeedback:sKu19XXNXHYSdEMmZtHz8CozbdS2:-NaiXazf1D2HYxH5EjQZ

    Feedback ZIP

    Reply
    • 3 replies
    1. Christian Scheuer @chrscheuer2023-08-01 10:18:31.131Z

      Hi Forrester,

      Have you seen this troubleshooting guide?
      https://soundflow.org/docs/help/stream-deck

      I'm seeing this in your log files:

      01.08.2023 09:30:53.61 <info> [Backend]: [StreamDeck] HID: Removing device '' serial 'CL29K1A01453' since it's been disconnected!

01.08.2023 09:30:54.56 <info> [Backend]: [AxStreamDeckHidDeviceManager] Reconnecting device with serial 'CL29K1A01453'

01.08.2023 09:30:54.56 <info> [Backend]: [AxStreamDeckHidDevice] Stream Deck Reconnected #SDR; If you see this message often, it's an indication that your Stream Deck doesn't have enough power and therefore keeps disconnecting and connecting again. Make sure to give more power to your USB hub, use another hub, or connect the device directly to your computer to improve this
[AxStreamDeckDevice id#1] ReinstantiateDeck. Device: ''. Current Deck Instance: 'user:default:clkqki9xb00053m10h9jzld3t:streamDeckHid.CL29K1A01453.ed8b76e9-5ca3-4d8f-9909-a68c4effaa3f'
[AxDeckInstance] InstanceShow: user:default:clkqki9xb00053m10h9jzld3t:streamDeckHid.CL29K1A01453.ed8b76e9-5ca3-4d8f-9909-a68c4effaa3f (Forrester ProTools) Device: 'CL29K1A01453'
      Reply
      1. FForrester Savell @Forrester_Savell
          2023-08-01 10:42:28.149Z

          Thanks Christian

          I did have a look through that and the other forum posts regarding freezing. Undoubtedly could be the power issue based on the log files, but I've been using this Stream Deck with the same powered USB hub and cable from the outset and has been fine for ~ 2 years. I also tried it plugged directly into the computer yesterday and today, and still had the issue, which tells me it could potentially be something else?

          Any other ideas to try? I was thinking of reverting to SF 5.4.3 just to see, because this issue has only appeared in the last few days and I updated to 5.4.4 about a week ago.

          Reply
          1. Christian Scheuer @chrscheuer2023-08-01 19:26:33.284Z

            Hi Forrester,

            It would definitely be helpful to see if the problem goes away on an older version of SF. The log doesn't otherwise indicate anything about freezing, so I'm not sure what else could be the issue. Next time it freezes, it would be helpful to know if key commands otherwise work, and if choosing to "Show Deck" via a different means will still update the Stream Deck (narrowing down what exactly is "frozen")

            Reply
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