Faders 21 and above do not work [done]

[support]

Please PM us the serial number of this dmx interface.
Then we could check it.

[jmic67]

All suggested, points of conflict have been researched and verified. Only 1 universe and 1) 12 ch light addressed to DMX address 17. Faders 17,18,19,20 work Faders 21 and above do not. Software and usb interface have been installed on 2 different computers with exactly the same result. Software uninstalled and a fresh install done with exactly same results. My conclusion is a faulty XPRESS 1024 USB interface. Chauvet is avoiding my conclusion. So where do I go from here.

[support]

We think that, if some fixtures are working correctly, the dmx signal is ok.
The reason some fixtures are working correctly and some others not can be:
- a problem in the dmx line
- a bad software setting (did you check Niffo's comments ?)

If you are sure about your dmx line and your software setting, please let us know.

[Allan]

Jmic67,

If you are having trouble and need to talk with someone from our Customer Service team, please call us at (800) 577-4455 Mon-Fri 9am-5pm.
We are here to assist you.

[jmic67]

Ok, I am currently restoring my computer to a restore date prior to installing the DMX software ( Sweetlight, ShowExpress) trying to rid all instances of software and driver settings. Then I will be installing Software and drivers once again. Just to reiterate I have only been using the Xpress 1024 USB interface , factory DMX cable, and one 12 channel fixture. Previous DMX address 1 the 12 addresses (1-12) worked as expected. With same fixture set at DMX address 17 then only addresses 17,18,19,20 responded. I have a support ticket with Chauvet I'm just not impressed with the communication. Yes I am a newbie, but I cannot understand how the interface will only allow 20 addresses to be transmitted. Please excuse my ranting I just really frustrated.

[Allan]

Reset your computer and our Customer Service team can walk you through setup.
They can even remotely control your computer with your permission.

[jmic67]

Jmic67,

If you are having trouble and need to talk with someone from our Customer Service team, please call us at (800) 577-4455 Mon-Fri 9am-5pm.
We are here to assist you.

this # is not the correct # it is a Triage #

[jmic67]

* UPDATE* Finally someone agrees with me that the interface box I have is defective. Tech support verified what I have been saying all along.

[Allan]

I apologize for typing the wrong number.
I mixed up our local number and our toll-free number.
The correct numbers are:
(800) 762-1084 [toll free]
(954) 577-4455 [local]

[jmic67]

no problem, I went to the your website and got the correct number. I spoke with Caesar and he verified my issues. I'm now in contact with the supplier to ship out a replacement interface box. I was getting a little frustrated. Thanks for your help.