VirtualHere for MOTU Micro Lite MIDI I/O device

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

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

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.

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-ri…

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

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