MOTU M2 error code

[Krice]

M2 displays a bar error code: three green bars, one red, and two green bars. The history of this unit is that it's a bit over six years old and it was never updated. My OS is Windows 10 Home 22H2. I tried to do these things:

1. Reset by holding MON1, it shows four dots under the logo, but then displays the error bars and nothing happens.

2. Tried to update the firmware, but the unit was not found by the installer (it was in update mode MON2), however...

3. Updated the "installer software" and after that tried to update firmware again. This time it found the M2, but shows a message the firmware is already up to date. The firmware is 1.01.

So it seems updating doesn't work and reset doesn't work. The Motu software and OS shows M2 is connected when you turn it on, but the error seems to prevent it from working properly, because there is no sound.

[mikehalloran]

Can you show us a picture of this error?

[Krice]

Yes I can. I wonder what that code means.

[James Steele]

This sounds like a job for MOTU. I'd open a ticket over there perhaps. I wish I had more info, but I'm a Mac user. Does the M2 have an AVB port? I know that for my 828es I have to connect the 828es via the ethernet connector to update the firmware. (That's kind of a PITA, too, because normally it's connected via TB, so I have to temporarily disconnect the Ethernet from my Mac that goes to my router, and reach under my rack and directly connect the Mac to the 828es.)

[mikehalloran]

M2 displays a bar error code: three green bars, one red, and two green bars.

Did you ever contact MOTU Support and find out what this is?

You aren't the first to show us this but that user never got back to us, either.

viewtopic.php?t=74627

[Krice]

I could try to contact Motu. You need to sign up on their website for support, so it'll take some time I guess. I could also get lucky by contacting Thomann and see what they say about it, probably need to send it there anyway if the warranty covers it.

[HCMarkus]

I could try to contact Motu. You need to sign up on their website for support, so it'll take some time I guess.

Wow.

[mikehalloran]

I could try to contact Motu. You need to sign up on their website for support, so it'll take some time I guess. I could also get lucky by contacting Thomann and see what they say about it, probably need to send it there anyway if the warranty covers it.

That's called a Tech Link. You log into your User Account, go to Support Tickets, describe the problem and upload the picture.

If you do not have a User Account, you create one when you register your M2. Besides tech support, you can also get a free license for Performer Lite and its related libraries.

You can also try calling them during business hours but I don't know if they will return the call if you are not located in the US or Canada.

[Krice]

So I did contact Thomann. They said three years is the typical warranty time they will fix devices for free, after that they will charge whatever it costs to fix it. Even if I would send M2 to them it will cost shipping and if I decide not to pay for repair it costs 40 euros to send it back. I could try to ask Motu what the error code is, if nothing else, but I highly doubt they would repair this for free either.

[mikehalloran]

So I did contact Thomann. They said three years is the typical warranty time they will fix devices for free, after that they will charge whatever it costs to fix it. Even if I would send M2 to them it will cost shipping and if I decide not to pay for repair it costs 40 euros to send it back. I could try to ask Motu what the error code is, if nothing else, but I highly doubt they would repair this for free either.

Yes, you could actually do that and then we would know.

You aren’t the first person to complain about this but that person didn’t ask either.

[stubbsonic]

MOTU's support system is pretty good. I've been using Performer/DP for maybe 30 years (?). In the past, there would be direct emails to/from support; but the tech-link (support ticket) system has been pretty good.

If your unit has a hardware problem, then your path of sending it in for service makes the most sense.

If the unit merely has some firmware glitch-- then I suppose it could be worth your while to go through some trouble-shooting steps in order to reset and re-flash the unit.

[Krice]

I already had a Motu user account and had registered M2 in 2020, maybe for software bundle I guess. I asked Motu about this problem and they directed me to distributors which is Studiotec in Finland. When I asked Studiotec about repairing they told me it has to be shipped to the US and repairing costs minimum 350 euros, more than a new M2. I didn't ask Motu about the error code and I think it doesn't matter. I probably have to get a new M2 (or used?), because not many (small) usb interfaces have RCA outputs.

[mikehalloran]

I already had a Motu user account and had registered M2 in 2020, maybe for software bundle I guess. I asked Motu about this problem and they directed me to distributors which is Studiotec in Finland. When I asked Studiotec about repairing they told me it has to be shipped to the US and repairing costs minimum 350 euros, more than a new M2. I didn't ask Motu about the error code and I think it doesn't matter. I probably have to get a new M2 (or used?), because not many (small) usb interfaces have RCA outputs.

Of course it matters. What if there’s a reset routine or firmware upgrade/downgrade that clears it?

Only two users have reported this and neither of you have asked MOTU what it is.

[Krice]

Only two users have reported this and neither of you have asked MOTU what it is.

Well I asked it now that you mentioned. Let's wait for the answer, but I suspect it's an internal error code for official repair purposes, so it's possibly not disclosed to others who could try to repair M2 themselves. Luckily this usb interface is not that important to me, because it's in my Windows PC, which is not my main DAW computer.

[Krice]

And I was right. The guy who answered didn't know what the error code means, so whoever replies to these tickets (it could even be AI?) don't probably work in the repair.