Stream Deck continues reverting back to Sleep Logo (SF Logo)
Stream Deck continues reverting back to Sleep Logo (SF Logo)
System Information
SoundFlow 4.1.8
OS: darwin 18.7.0
ProductName: Mac OS X
ProductVersion: 10.14.6
BuildVersion: 18G103
Steps to Reproduce
- If i leave the deck sitting for a minute or two it reverts back to the screen saver and I cannot get back to the deck without going back to pro tools or sending it from SF
Expected Result
Actual Result
Workaround
Alt + Tab to Pro Tools and back
Other Notes
Links
User UID: DFxsXNS2zjMTRP4UySE16jIeYpc2
Feedback Key: sffeedback:DFxsXNS2zjMTRP4UySE16jIeYpc2:-MOF1V7TL8jXybprmFEu
Christian Scheuer @chrscheuer2020-12-11 09:00:59.998ZThanks for reporting here, Mike.
When you say "screen saver" which kind of screen saver are you seeing? It's important for us to know if it's the Stream Deck firmware's screen saver, or SoundFlow's screen saver (the SoundFlow logo going between different colors).
The log file doesn't show anything in particular, except for a restart of SoundFlow about 45 minutes prior to you sending the feedback from the app. Note that if SoundFlow gets restarted and you don't have a Stream Deck trigger set up for your default decks, then that could explain the behavior.
If it's the Stream Deck firmware that turns off the device, then you'll need to use the Stream Deck app temporarily – to change the display screen saver timeout.
- MMike Avenaim @Mike_Avenaim
Its the logo going between different coloors.
Christian Scheuer @chrscheuer2020-12-11 22:20:55.143ZHm, that's really weird. And you're talking about the SoundFlow logo, not the Stream Deck logo, right?
This should normally only happen if your computer actually goes into screen saver mode – and SoundFlow should jump out of that when we get a notification from the OS that it stopped being in screen saver mode.
Is there any chance you may be running some code or script somewhere that disables the macOS screensaver, but that macOS still thinks it's going into screen saver mode? Something like "caffeinate"Can you share a screenshot of how your Energy Saver settings look?
- MIn reply toMike_Avenaim⬆:Mike Avenaim @Mike_Avenaim
its going to the stream deck logo every few minutes and i cant get it back to the deck without alt+tab to something else. I dont think i have any code running that would cause this. I also updated the firmware from the Stream Deck app itself to see if this would change anything but its not.
- Christian Scheuer @chrscheuer2020-12-11 22:31:04.187Z
Hm now I'm confused – you're saying the logo that goes between different colors (that's the SF logo) but you're also saying the Stream Deck logo. Can you show a phone photo and/or recording of what it looks like when it does it? Just to make 100% sure I understand what's going on.
- Christian Scheuer @chrscheuer2020-12-11 22:34:12.267Z
Ah I'm now seeing a lot of these in the log:
[StreamDeck] HID: Removing device since it's been disconnected!This indicates that macOS is physically losing the connection to the Stream Deck quite often, causing SoundFlow to also lose the connection.
Is this connected through a USB HUB?
- MMike Avenaim @Mike_Avenaim
Yes. A powered one
- Christian Scheuer @chrscheuer2020-12-11 23:05:17.798Z
Gotcha. The next troubleshooting step would then be to connect it directly to your computer. Even if you cannot work with it in that mode, it's a necessary step.
Since the issue appears to be the physical connection dropping, the first thing to rule out is if the hub causes any loss of power to the device (this can happen even for powered hubs). Unfortunately, Stream Decks are really picky with which hubs they work well with.- Christian Scheuer @chrscheuer2020-12-11 23:07:20.850Z
You can attach it and then open SoundFlow's log file (click SF icon, 2nd page, choose Open Log File) so you're monitoring it in real time.
What you should look for is this error message:[StreamDeck] HID: Removing device since it's been disconnected!This is not normal to see often occurring. It should only happen when the Stream Deck physically is disconnected from your computer. So it'll be important to know, when you connect it directly, whether or not that message disappears.
- MMike Avenaim @Mike_Avenaim
Ok thank you @chrscheuer ! I’ll try that
- Christian Scheuer @chrscheuer2020-12-11 23:15:51.603Z
Sorry that it isn't super easy :) We had a LOT of software related issues with Stream Deck in the past when we were using the Stream Deck app – but most issues people have today with Stream Decks through our direct integration are hardware-specific issues that aren't related to SF. Just as a general rule, so that might help you focus on those types of issues.
Note, that there's also a risk that your cable to the device is the root of the problem. If you're still seeing the error in the log after connecting it directly, that becomes the new number one thing to rule out.
At that point, I'd try to connect it straight to the Stream Deck app to see if it helps. There's a chance the Stream Deck app is more resilient to intermittent dropouts of the USB connection.- Christian Scheuer @chrscheuer2020-12-11 23:17:41.139Z
Here's another approach to logging USB device events:
https://discussions.apple.com/thread/6734878 - In reply tochrscheuer⬆:MMike Avenaim @Mike_Avenaim
Testing it now plugged in directly
- In reply tochrscheuer⬆:MMike Avenaim @Mike_Avenaim
Hey! Seems to be working fine plugged directly into the computer
- Christian Scheuer @chrscheuer2020-12-13 00:15:11.870Z
That's good news! And bad news in terms of the hub... But it's great in that it's not a software problem and it's not a problem with your device – but just the extension/hub.