VirtualHere for MOTU Micro Lite MIDI I/O device

11 posts / 0 new
Last post
basisau
VirtualHere for MOTU Micro Lite MIDI I/O device

Hi,

I need further help from technical support staff on testing and debugging a MOTU MIcro Lite MIDI device with VirtualHere.

Summary:
- The MOTU device is connected to a physical Win 10 Enterprise machine running VirtualHere USB Server
- The VirtualHere client is running on a Win 7 Pro virtual machine under VMware ESXi
- When I generate MIDI data using a basic MIDI app on the VM, the data does not get transmitted to the MOTU device
- When I disconnect VirtualHere and shut down the VirtualHere USB Server on the physical machine, then use the same basic MIDI app on the physical machine to generate MIDI data it does get transmitted to the MOTU device.

Environment - Physical Machine
- Dell Optiplex 990, i7-2600 CPU @ 3.4GHz, 24GB RAM, 240GB SSD, single 5GbE NIC, BIOS is up to date
- Windows 10 Enterprise x64, fully patched with Windows Update critical updates
- VirtualHere USB Server for Windows version 4.0.5
- MOTU MicroLite 5x5 MIDI Driver version 4.0.5.7483 is installed
- Basic test application for generating MIDI data is FalcoSoft Soundfont Midi Player 5.7

Environment - Virtual Machine
- Hypervisor is VMware ESXi 6.7u2 on Intel I9-9900K @ 3.6GHz, 128GB RAM, 1.5TB SSD RAID5, 24TB HDD RAID60, quad 10GbE NIC
- Virtual Machine is 8 vCPU, 16GB RAM, 480GB HDD on SSD array, 10GbE vmxnet3 NIC
- Windows 7 Pro x64, fully patched with Windows Update critical updates
- VirtualHere USB Client for Windows 4.9.1, installed as a service
- VirtualHere client is fully licensed for 2 hubs: a QNAP hub and a Windows hub (which is the Win 10 Enterprise physical machine)
- MOTU MicroLite 5x5 MIDI Driver version 4.0.5.7483 is installed
- Basic test application for generating MIDI data is FalcoSoft Soundfont Midi Player 5.7

Environment - Other hardware and software
- Details of the MOTU Micro Lite can be found here https://motu.com/products/midi/lite. Note this is a bus powered device.
- Details of Soundfont Midi Player 5.7 can be found here http://falcosoft.hu/softwares.html#midiplayer
- The networking environment is all 10GbE except for one link between the physical machine and the switch, which is 5GbE. There are two switches on the network: a 16 port 10GbE Cisco switch and an 8 port multi-gig Netgear switch. The network is generally quiet with no more than 0.5% usage seen on average. All tests were conducted with the network in a quiescent state.

Detailed description of the problem:
The MOTU device is new, out of the box yesterday. It was initially tested standalone on the Win 10 Enterprise physical machine, and after the MOTU drivers were installed, the device operated perfectly and all MIDI in and out ports showed the correct data and activity.
I have been using VirtualHere with ProTools on the virtual machine to remotely access an iLok key and that has been working fine for a week.
I then purchased another VirtualHere license so I could connect the virtual machine to the MOTU device.
The VirtualHere USB Server for Windows installed on the physical machine without any problems, and I rebooted the machine after installation before continuing tests.
The VirtualHere Client on the virtual machine immediately recognised the VirtualHere USB Server for Windows hub, and displayed all the connected USB devices on the physical machine. I right-clicked 'Auto-Use Device' on the client and VirtualHere successfully marked the device as '(in use by you)' in the client window. I then noted that the MOTU device disappeared from Device Manager on the physical machine, and appeared in Device Manager on the virtual machine, as expected. I then realised I needed to install the MOTU driver on the virtual machine as well, so I did so, and then rebooted the physical and virtual machines again before continuing testing.
From a clean boot of both machines, the VirtualHere Client successfully auto-uses the MOTU device from the physical machine, and it appears in Device Manager on the virtual machine under "Sound, video and game controllers" as expected, and is listed as "MOTU USB MIDI Device for 64 bit Windows" with driver version 4.0.5.7483. This is all as expected.
I then launched Midi Player 5.7 on the virtual machine and selected Settings > Midi Out > Output Port as 'micro lite: Port 1'. I then generated MIDI events using the virtual keyboard in the Midi Player app, however no MIDI data was transmitted to the MOTU device. The Port 1 lights did not blink on the MOTU front panel (which would indicate the presence of MIDI data), and no data was transmitted to the attached Korg synth module.
It therefore appears that while VirtualHere is recognising and using the MOTU device, and that all drivers seem to be operating correctly, no data is being transmitted.

Questions:
- Can you please advise on how to debug communication between the virtual and physical machines further?
- Or what other tests should I do to diagnose the fault with VirtualHere?

I note that VirtualHere has published FAQs indicating MIDI devices are supported, so I hope this standard device can be made to work.

Many thanks in advance,
Andrew

Michael
.

Hi, thanks for the detail!

Can you do this

Start the virtualhere client and right click on the MIDI device and select Custom Event Handler... and paste in this line

onReset.$VENDOR_ID$.$PRODUCT_ID$=

then press OK. Unplug and replug the midi device. Now try to use it via virtualhere inside the VM. Does that fix the problem?

basisau
Hi, thanks for the reply.

Hi, thanks for the reply.

I have tried the suggestion but the result is still the same for me and MIDI data transmit from the VM to the physical machine and out the MOTU device still fails.

Specifically, I have tried:
A] 1) Close all MIDI apps, 2) Start Server, 3) Wait for Client to connect and auto-use the device, 4) Right-click the device and select Custom Event handler, and paste the line you provided into the box, click OK, 5) unplug and replug the MOTU device on the physical machine, wait for Client to connect and auto-use the device, 6) launch the MIDI app on the VM and test sending MIDI data. --> RESULT = FAILURE, no MIDI data transmitted out the MOTU device.
B] 1) Close all MIDI apps, 2) Stop Server, 3) Launch MIDI app on physical machine and test sending MIDI data. --> RESULT = SUCCESS, transmitted data out the MOTU device (as expected, given this is from the physical machine; just repeating this test to make sure the device is still working.)
C] 1) Close all MIDI apps, 2) Start Server, 3) Wait for Client to connect and auto-use device, 4) launch the MIDI app on the VM and test sending MIDI data. --> RESULT = FAILURE, no MIDI data transmitted out the MOTU device.
D] 1) Leave MIDI app running, 2) 'Stop using this device' in Client, 3) 'Use this device' in client, 4) test sending MIDI data from MIDI app. RESULT = FAILURE, no MIDI data transmitted to the MOTU device.

At all times I made sure the MIDI app had selected "microlite: port 1" as the MIDI out device, in each test case.

I tried a number of other combinations that I haven't documented above of launching/closing the MIDI app, starting/stopping the Server, stop using / using the device on the Client, and also unplugging/plugging the physical device on the physical machine, and all resulted in failure with no MIDI data transmitted from the VM out the device.

I also checked that the Client had retained the Custom Event Handler, and that it had been pasted correctly from the string you provided above. I note the right-hand-side of the onReset event handler for the device after the equals sign is blank in the handler string you provided, is that correct?

I can also confirm the Properties of the MOTU device shown by the VirtualHere Client > right-click Properties is verbatim as follows:
VENDOR: Mark of the Unicorn
PRODUCT: micro lite
VENDOR ID: 0x07FD
PRODUCT ID: 0x0001
ADDRESS: 2

Can you provide any other suggestions to get the device working?

Many thanks,
Andrew

Michael
.

OK I dont thnk its going to work, its probably something in the midi firmware that makes in incompatible

basisau
Are you saying that you don't

Are you saying that you don't intend to support the MOTU microlite device with VirtualHere?

If so I will require a refund of the two licenses I have purchased, as there is nothing on your web site that indicates a standard MIDI device such as this is not supported.

How do I go about obtaining a refund?

>> For the benefit of other forum readers, I can confirm KernelPro works with the MOTU microlite. Possibly the microlite device makes use of isochronous USB mode which VirtualHere may not support. In any case, KernelPro is now a proven alternative to VirtualHere, and working perfectly in the environment/s listed in this ticket.

Many thanks,
Andrew

Michael
.

Generally no refunds are given, that is what the ***FREE TRIAL*** is for

basisau
This is not a general case,

This is not a general case, and I remind you that your reputation is at stake here.

Be aware that:
- I run Pro Tools which requires iLok.
- VirtualHere worked with iLok in trial mode, which allowed me to launch Pro Tools.
- However iLok consumed the 'one device at a time' restriction of your trial software
- Therefore I could not test the MOTU device within Pro Tools without purchasing a license.
- Only after purchasing a license did I discover the MOTU device does not work with your software.

At that point I stripped back my test case to remove Pro Tools from the equation, and contacted support here, with everything as documented above.

You are now indicating to me that:
- You are comfortable claiming that, "...all existing drivers and software work, no special changes required..." on the front page of your web site.
- When a customer reports that a device does not work, your ultimate reply to them is that the device isn't going to work, and that you won't be doing anything to make it work;
- And, that where a customer literally cannot test a device without purchasing a license, you are uninterested in providing a refund when your software turns out to be defective.

So again, I am making the request, how do I obtain a refund?

Before I start sharing my negative experiences here more openly with other users, I look forward to your carefully considered response.

Michael
There are no refunds that is

There are no refunds that is what the free trial is for obviously. If there are any questions you email first. Things are very simple here but you seem to be struggling

basisau
You seem to be unaware of

You seem to be unaware of your obligations. You are an Australian business and I am an Australian consumer so you are bound by the fit-for-purpose Consumer Guarantee, which cannot be set aside. Your software must be "fit for any purpose ... for which the business said it would be fit for". I've demonstrated, and you've agreed, it is not. https://www.accc.gov.au/business/treating-customers-fairly/consumers-rig...

What's disappointing is you seem unwilling to acknowledge the claims about your product, and the product itself, don't match. Problems happen in business which is fine but I find how a business deals with them is telling.

Anyway I'm fine to submit to NSW Fair Trading and have them contact you instead, given I've made my two requests for refund both on appropriate grounds and had them denied. Your ASIC and ABR registrations look fine so I see no obstacles enforcing the refund. From here it seems you could still choose to spend less time by coordinating with me directly as I've requested, or a longer path where you'll be responding to NSW Fair Trading and managing the CC chargebacks. There's no request for special treatment here, I just plan to make use of my rights and ensure you meet your obligations.

Please feel free to respond with information about the refund application process, as I've requested. Invoice #: ch_1FV58jC9CUnHgT6H1t4WK8Vw for your reference.

Many thanks,
Andrew

Michael
.

I'm not sure if you have aspbergers so I'll be gentle but basically there is a free unlimited time trial and email for support but if you ignore all those and purchase anyway there is no refund. The license also says there is no guarantee it can't get simpler than that.

basisau
No problems, as mentioned the

No problems, as mentioned the Australian Consumer Guarantee cannot be set aside, so I'll let Fair Trading enforce the refund.

You may like to read up on the ACG one day. Trial versions, support channels and no-guarantee clauses in EULAs are irrelevant against what the Guarantee provides.

Cheers,
Andrew

Log in or register to post comments