Stream Decks are going to sleep.
Stream Decks are going to sleep.
System Information
SoundFlow 4.3.3
OS: darwin 18.7.0
ProductName: Mac OS X
ProductVersion: 10.14.6
BuildVersion: 18G9028
Steps to Reproduce
- While using Protools if I am just mixing with faders the Streamdecks will go to sleep and show the Soundflow Logo
- I have 2 Streamdecks 8x4 and 5x3
- I recently added the second 5x3 streamdeck.
- The stream deck app is not running but I did open it and verify that sleep is set to never.
- I am using Protools when edit window focused. I have a differnt deck for the mix window or I would use Protools Active.
Expected Result
The last deck selected should stay live.
Actual Result
Both Streamdecks go into sleep mode
Workaround
Tab to finder or select mixer window to activate that deck
Other Notes
Links
User UID: 4RaIzxXvXJZdf0oKhpZr1F0n2Lu2
Feedback Key: sffeedback:4RaIzxXvXJZdf0oKhpZr1F0n2Lu2:-MgqayZwz5eLb1t_Rdp7
Christian Scheuer @chrscheuer2021-08-11 21:04:26.844ZHi JR,
I can see that your log file has quite extensive HID logging turned on. It's advisable to turn this off again. Do you know how to do that?
Are you using SF with any other HID inputs? Such as Xkeys or something like that?
It seems like one of your usb HID devices (could be one of your Stream Decks) repeatedly disconnects and this forces a SF restart. I can't tell from the log if this is the Stream Deck disconnecting repeatedly (this 99.99% of the time is due to bad power distribution and will cause exactly what you're seeing) - or if it's another HID device disconnecting.
- JIn reply toJ_R_Chappell⬆:J.R. Chappell @J_R_Chappell
Thanks Christian,
I wonder if it is my bluetooth mouse. I have a Logitech MX Master 3. It is new as well as my second streamdeck. I was hoping to program some of the buttons with Soundflow.
I also have an Xkeys foot switch. My main machine is in a room right behind my desk so bluetooth may not be solid. I am going to try and plug my second streamdeck into a different usb powered hub and see if that helps.I do not know how to turn off HID logging or how I turned it on in the first place.
Christian Scheuer @chrscheuer2021-08-12 09:01:29.804ZAwesome. I probably turned it on for you some time back.
Please run this script once to turn HID debugging off (and then restart SF).
function changeAppSetting(callback) { const appSettingsPath = '~/Library/Application Support/SoundFlow/v2/appSettings.json'; var settings = sf.file.readJson({ path: appSettingsPath, }).json; callback(settings); var newContent = JSON.stringify(settings, null, 4); //log(newContent); sf.file.writeText({ path: appSettingsPath, text: newContent, }); } changeAppSetting(s => s.debugHidInput = 0);- Christian Scheuer @chrscheuer2021-08-12 09:02:44.380Z
I am going to try and plug my second streamdeck into a different usb powered hub and see if that helps.
That's a good troubleshooting step for sure.
Note that we're working on making SF more resilient towards Stream Decks that restart quickly after losing power briefly - as this is a very commonly occurring issue when devices are right at the edge of their power requirements.
- Christian Scheuer @chrscheuer2021-08-12 09:03:44.455Z
Tracking this as bug SF-112 internally.
- JIn reply toJ_R_Chappell⬆:J.R. Chappell @J_R_Chappell
It must have been my Xkeys footswitch. continuous logging stopped when I unplugged it. I think the mouse may also be causing some trouble.
- JIn reply toJ_R_Chappell⬆:J.R. Chappell @J_R_Chappell
I have turned off logging and have both stream decks plugged into a powered USB hub but sound flow still keeps going offline. Do you have anything else I could try?
- Christian Scheuer @chrscheuer2021-08-24 11:55:46.850Z
sound flow still keeps going offline
Can you clarify what you mean by this? This sounds like the description of a different error.
- JJ.R. Chappell @J_R_Chappell
Both Streamdecks keep going to sleep or losing connection and all of my Protools buttons on both streamdecks change to the soundflow logo.
Xkeys is disconnected. Both Streamdecks are plugged into a powered usb hub. Some days it seems to happen more than others. If I am programming in the streamdeck editor I will occasionaly see the bar at the bottom turn red for a second or 2.- Christian Scheuer @chrscheuer2021-09-14 21:28:49.001Z
Hi J.R.,
Have you tried connecting your Stream Deck(s) directly to your computer?
This is always the first troubleshooting step for these kinds of issues - even if using a powered hub. Unfortunately, the Stream Decks don't have a good way of indicating that they're missing power, they just restart, which then means macOS tells SoundFlow that they disconnected, and a moment later they reconnect, after which SoundFlow will connect to them and tell them to show the SF logo.Everything you describe here indicates a USB power delivery issue. As mentioned, this can happen with powered hubs as well, if they don't deliver enough power. USB power delivery for Elgato devices can be quite a nightmare to get right, unfortunately, in some cases.
If you can have them connected to your computer directly and are still experiencing the issue there, please send a new bug report so we can investigate the log file for that scenario.
- Christian Scheuer @chrscheuer2021-09-14 21:29:47.060Z
That's what I also quoted above:
Note that we're working on making SF more resilient towards Stream Decks that restart quickly after losing power briefly - as this is a very commonly occurring issue when devices are right at the edge of their power requirements.
- JJ.R. Chappell @J_R_Chappell
Hi Christian,
Here is what I did. I first tried a 10' USB C cable from the 8x4 Streamdeck plunged directly into the computer which is in another room right behind my desk. Both stream decks still went offline. Then I took the 8x4 with a 6" thunderbolt 3 cable and plugged it directly into the computer. Both Streamdecks still went offline. I guess I could try and move the 5x3 and try and plug it in directly? My other question is could it be my bluetooth mouse? The computer is only about 6' away but the signal does need to go through a double wall and a bunch of monitors.
- Christian Scheuer @chrscheuer2021-09-14 22:16:05.084Z
I'm not sure about the Bluetooth mouse. I haven't heard reports about such a thing yet – but the easiest way to troubleshoot it would be to try without it to rule it out as a potential error. Can you share a new bug report right after you've seen a reset while the SD was connected directly to the computer?
Ideally;
- Disconnect all Stream Deck devices
- Disconnect any bluetooth devices (if you have a usb mouse use that here, or perhaps the next steps can even be done without a mouse)
- Connect just a single Stream Deck device directly to your computer. Use regular USB type A cable with the 5x3 for the most simple type of connection.
- Observe, let it run. See if it works.
- If it doesn't work in this configuration, file a new bug report right after you've seen the reset/disconnect event, so that we can take a look at the log. If you file the bug report later, make note of the time you saw the reset/disconnect so we can locate it in the log.
- Christian Scheuer @chrscheuer2021-09-14 22:16:56.910Z
As I mentioned above, 99% of times Stream Deck issues are physical/hardware related and not software (SF) related, so it helps a lot in the troubleshooting if you go through it logically step by step as outlined above to rule out any potential external issues first.
- SIn reply toJ_R_Chappell⬆:SoundFlow Bot @soundflowbot
This issue has been marked as Done
- Christian Scheuer @chrscheuer2021-11-05 20:10:12.509Z
In SF 4.3.7 we have a bug fix for Stream Deck disconnects/reconnects that should make things better.
It is currently being beta tested.