Troubleshooting
If you are having trouble of any kind make sure you double check the following before
moving on to the chapters below that address specific problems:
1. With your QuNeo plugged in check Audio MIDI Setup's MIDI view and make sure
QuNeo's icon is active (not grayed out). Or open up the QuNeo Editor and check
the box in the lower left corner to make sure it says “QuNeo 1”. If not, try these:
1. Unplug your QuNeo and plug it back in.
2. Unplug your QuNeo, restart your computer, and plug your QuNeo back in.
3. Try a different USB cable.
2. Make sure you are using the correct firmware. When the QuNeo Editor opens, it
checks to make sure the firmware on the device is compatible with the application.
If the firmware is not compatible, an update prompt will appear. Click ok to update
the firmware.
3. Make sure the QuNeo Editor is in the same directory with the presets folder. It's
best to keep the QuNeo Software directory as is after downloading so that
everything that is relevant to the version you downloaded stays together. You can
make an alias or shortcut and then put that wherever you wish.
If you experience any problems or have questions regarding the QuNeo install process
after viewing all of the troubleshooting suggestions, submit a support request (http://
www.keithmcmillen.com/support) outlining the problems you're experiencing. The more
detailed you are in describing your problem (information about your computer, the
software you're running, the circumstances around the issue), the more easily we will be
able to help you. To make things much faster it is helpful if you include the following
when submitting a support question:
1. Your operating system
2. Your computer’s specs (processor speed, amount of RAM, etc)
3. Firmware version on your QuNeo
4. Version number of the QuNeo Editor you are using
5. A detailed description of your problem
6. Steps taken to produce this problem
7. Steps you have taken to try and solve your problem
Also, please think about whether or not your question is actually a QuNeo question or a
question about the software you’re using your QuNeo with.
DAW/Host Application Trouble
If you are having problems getting your DAW or other host application (Ableton Live,
Traktor, Logic, Digital Performer, Mobius, GarageBand, etc.) to receive MIDI data from the
QuNeo make sure you double check and try out the following:
1 Make sure QuNeo has successfully connected to your computer. You can check this
by opening the QuNeo Editor and making sure the device indicator in the bottom
left corner says “QuNeo 1”. If it is blank try this:
a Unplug your QuNeo and plug it back in.
b Unplug your QuNeo, restart your computer, and plug your QuNeo back in.
c Try a different USB cable.
d Check that you are not using QuNeo with an unpowered USB hub —
sometimes these hubs are not able to provide enough power to connected
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