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Stream Deck no longer responsive. Just started happening.

By Tony Martinez @Tony_Martinez
    2024-06-26 23:50:03.006Z

    Stream Deck no longer responsive. Just started happening.

    System Information

    SoundFlow 5.7.8

    OS: darwin 23.3.0

    ProductName: macOS
    ProductVersion: 14.3
    BuildVersion: 23D56

    Steps to Reproduce

    1. Stream deck button not responsive.
    2. Quit out of sound flow
    3. Restarted sound flow
    4. Tell sound flow to use stream deck
    5. It works for a little while then...
    6. Stream deck unresponsive again
    7. Restarted Protools
    8. Restarted Sound flow
    9. Stream Deck works for a little while then...
    10. Stream Deck Unresponsive
    11. Unplugged stream deck from hub and plugged directly into computer
    12. Restart Sound Flow
    13. Stream Deck works for a little while then...
    14. Stream Deck unresponsive
    15. Working on Macbook 14 inch with an M3 Max chip. IOS is Sonoma.

    Expected Result

    It should work.

    Actual Result

    It doesn't work.

    Workaround

    Not using stream deck

    Other Notes

    If this can't be resolved I will stop my sound flow subscription and work directly with Stream Deck only

    Links

    User UID: H2QO0z5qDIN7eYdtZX1A6Y6z45U2

    Feedback Key: sffeedback:H2QO0z5qDIN7eYdtZX1A6Y6z45U2:-O0LxByOrhz6gyehQCXk

    Feedback ZIP: QnezoUfg4GQEeejf6icon6gz+BD1PVqUJpYrnM664rdNQO37ePkXPZEOzjWj9705qYnc0m0KmMJ1Ilzoi8YfRwNp64xOizuo0ScFxIN+t0sPMH3GlBEeUY1E6znWZOmZlp8T6xSC2K0dDB7sCTq5aDfMaAJm5PTraMbV54eFfcW9xLMMJoU5JvG2IUUmwOFW4Sf9LHTjKVTKLSGM023LdAO8rbBzNwyuAbFL8IoGFixKbaIhtXBHqZUMK7MKOVDZqj/f6PObmLaY5Vk4rCH0eDXVOpWNob2G+i0s3qc5opkjmIrB0NxFyF4MOlm9EhuhyStxNSeJ3QrRb+hE8EynjMawaeMmDHv16o6BGZxMO50=

    Reply
    • 2 replies
    1. Christian Scheuer @chrscheuer2024-06-27 09:04:18.031Z

      Hi Tony,

      It looks like you may have already seen the troubleshooting steps here:
      https://soundflow.org/docs/help/stream-deck

      Please note that even when connecting a Stream Deck to your internal hub (directly into the computer) that hub can still lack enough power delivery for Stream Decks in certain cases.

      The way to further troubleshoot this would be to remove other external devices to see if this helps avoid the problem. Unfortunately, when the device stops responding, there's nothing SoundFlow can do on its end as it happens on the hardware itself.

      Reply
      1. Christian Scheuer @chrscheuer2024-06-27 09:06:52.046Z

        I notice the following happens in your log file:

        
26.06.2024 13:37:33.56 <info> [Backend]: #StreamDeck: KeyDown (4,3) -> render and close

26.06.2024 13:37:33.56 <info> [Backend]: >> Command: render and close [user:cl8ndw95o0002hm1034pnejho:cl8q469z20003ih10dk8gshrv]

26.06.2024 13:37:34.15 <info> [Backend]: << Command: render and close [user:cl8ndw95o0002hm1034pnejho:cl8q469z20003ih10dk8gshrv]

26.06.2024 13:37:34.91 <info> [Backend]: HID Devices Available: 
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)
Elgato Stream Deck MK.2 DL03L1A83532 (VID 0fd9, PID 0080, version 2.0)
Apple Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 2.6)
Kensington      Kensington Expert Mouse  (VID 047d, PID 1020, version 2.1)
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)

26.06.2024 13:37:41.90 <info> [Backend]: HID Devices Available: 
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)
Elgato Stream Deck MK.2 DL03L1A83532 (VID 0fd9, PID 0080, version 2.0)
Apple Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 2.6)
Kensington      Kensington Expert Mouse  (VID 047d, PID 1020, version 2.1)
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)

26.06.2024 13:37:43.88 <info> [Backend]: HID Devices Available: 
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)
Elgato Stream Deck MK.2 DL03L1A83532 (VID 0fd9, PID 0080, version 2.0)
Apple Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 2.6)
Kensington      Kensington Expert Mouse  (VID 047d, PID 1020, version 2.1)
 Magic Keyboard with Numeric Keypad c4-14-11-0c-52-80 (VID 004c, PID 026c, version 0.0)

26.06.2024 13:38:04.83 <info> [Backend]: [SF_FIREBASE_WS]: Sending keep-alive

        This here is the exact thing SoundFlow would see if there's a power delivery problem. Essentially, after you click the button, when refreshing the display, the Stream Deck momentarily draws too much power (more than your power supply can handle), and therefore momentarily disconnects and becomes unresponsive.

        SoundFlow sees this by the HID device list being updated by macOS because macOS very briefly can't communicate with the device. Once this happens, typically, the Stream Deck device itself stops responding to messages sent to it by macOS or SoundFlow.

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