Helix Director touch screen not working anyone have similar issue ?

My director seems to have a failed touchscreen, it got intermittent for a while and now it doesn't respond at all.
So the only thing my director can do is adjust subwoofer volume with the knob, since that is thankfully where it got "stuck".

Just wondering if this was a normal failure mode, and that there isn't some way to "reset" it or fix it ?

Have you pulled the Director round plug from the DSP and re-inserted? Also do the same on the Director itself with the other end of that cable (multi pin connector). Either the cable is bad or your director is. This is not a normal failure.

Yeah I just had some things apart this weekend so everything was unplugged and replugged. I think its just bad based on the failure mode. Sucks, because i bought it used about a year ago so no warranty or anything.

Is it worth trying to get it repaired ? I don't have any relationship with a Helix dealer. They are $300 on ebay which isn't cheap but I'd be surprised if I could get it fixed for less than that.

Try hitting up Doug at MSC America. See what he says. I had a similar issue a year ago. Sent it in and I think they reflashed it to get it working.

Does the knob still work?

Yes the knob works fine for gain and push to mute, and I still connect the PC through it. It is just stuck on the volume/subwoofer volume screen, touchscreen doesn't respond so I can't use any other functions.
I actually bought this from you about a year ago (used item), no knock as it worked fine for the first 5 months. I always wondered how you put your logo on the screen, must be something custom you have access to.

I have no idea if this is what yours is doing, but I had the same issue right after I bought it new last year. I talked to Doug at MSA and he said that Helix had an issue at production where the screws holding the board to the frame (inside the unit) were too tight and causing the issue. I took mine apart and loosened the 4 screws that hold the board in and my problem went away. Might be worth a try.

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Originally Posted by preston

Yes the knob works fine for gain and push to mute, and I still connect the PC through it. It is just stuck on the volume/subwoofer volume screen, touchscreen doesn't respond so I can't use any other functions.
I actually bought this from you about a year ago (used item), no knock as it worked fine for the first 5 months. I always wondered how you put your logo on the screen, must be something custom you have access to.

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So you can or cant adjust volume?

As far as the logo, you do that with the firmware update tool. Speaking of which, maybe try updating the firmware

Sent from my SM-G975U using Tapatalk

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Originally Posted by thedynoguy

I have no idea if this is what yours is doing, but I had the same issue right after I bought it new last year. I talked to Doug at MSA and he said that Helix had an issue at production where the screws holding the board to the frame (inside the unit) were too tight and causing the issue. I took mine apart and loosened the 4 screws that hold the board in and my problem went away. Might be worth a try.

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This is what I was thinking until i saw that it seems like the volume isnt working either.

Sent from my SM-G975U using Tapatalk

Oh wait, I see what you're saying now. So the touchscreen doesnt work but volume does. Yeah, try opening it up and loosening u pool the screws that secure the board by about a quarter to half a turn and see if that helps

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I'll try both of those suggestions tonight, thanks.

So I wonder what the cause is.. Possibly board tension causing a connector issue? Interesting.

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Originally Posted by Babs

So I wonder what the cause is.. Possibly board tension causing a connector issue? Interesting.

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When the screws are too tight the screen will tough the housing and act as if it's already being touched

Sent from my SM-G975U using Tapatalk

There have been a few that I have seen where the circuit board is tightened just a bit too much to the housing and it always thinks that it is being touched. If you are comfortable taking it apart and loosening the 4 screws that mount the circuit board inside 1/4 turn you may be good to go. If you aren't comfortable or that doesn't work for you hit me up and I can get an RMA started so that I can get it working right for you.

Three cheers for CAJ.

After I put on my glasses and rummaged around in my hex key tray, I took the cover off and loosened the 4 screws a half turn. The touch screen began working after that, but was wonky. It would respond to my touch but after a 1/2 second delay switch back to the previous screen (so it was basically unusable).
That seemed weird but I thought maybe I went to far, so I tightened them down 1/4 turn. It seemed to work better then but still seemed a bit wonky although I can't now describe what I was seeing, probably erratic response.
So then I updated to the latest directory firmware (and dsp beta release although I only have a DSP.0), and now its working 100%.

I'm a little nervous just because it seems pretty sensitive to that adjustment and I feel like the problem may return at some point (remember this unit worked fine for several months) but I'll know what to do if it does.

Truth is I mostly only use it for adjusting the subwoofer volume anyway, but it will be nice to switch tunes on the fly as I have some plans in that area.

Thanks again CAJ, and thanks Doug for chiming in with the offer.

I will kind of miss that Apicella logo, I felt like it tied me into the community a little bit, but not so much that I would make the effort to reload it given the bmp file :)

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Originally Posted by preston

I will kind of miss that Apicella logo, I felt like it tied me into the community a little bit, but not so much that I would make the effort to reload it given the bmp file :)

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i can always email it to you..

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Originally Posted by SkizeR

i can always email it to you..

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I just bought a new Helix DSP Ultra and a new Director and I had the same problem with my Director. The touch screen keys did not work most of the time no matter how I pressed them. In fact, when I powered up the Director the very first time, I had to press the default soft key on the touch screen to update the firmware about 15 times before it took. After the update, the soft key touchscreen buttons would intermittently take me to a function other than the one I chose! The volume knob did work, but I could not navigate through any menus using the touch screen. I downloaded the user instructions for the Director and noticed that the example screen shots shown along with the directions given did not work on my Director. I'm so glad I found this thread! I did you suggested and loosened the 4 internal screws that hold the board to the frame and now the soft keys work fine!! :) I thought I was losing my mind or that I had a bad Director or that I did something wrong connecting it, etc. even though I studied the install directions to the T. I'm happy I found this and that it is now fixed, but this issue kind of makes me a little disappointed in the quality control given the expense of this hardware and the fact that it's German-made which for me was a big selling point. Also, it would be helpful if Audiotech Fischer Helix would document this issue and the fix on their website on the page(s) regarding the Director.

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Originally Posted by thedynoguy

I have no idea if this is what yours is doing, but I had the same issue right after I bought it new last year. I talked to Doug at MSA and he said that Helix had an issue at production where the screws holding the board to the frame (inside the unit) were too tight and causing the issue. I took mine apart and loosened the 4 screws that hold the board in and my problem went away. Might be worth a try.

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Just made an account to say thanks! I was having this exact problem. Seems like for the price it should have a capacitive touch screen...

This fix has continued to work for me (the OP). This last week I did have a problem where the screen kept reverting to the sound setup page - ie I usually leave it on "master volume" so I can control the subwoofer volume, but it kept reverting. I started thinking maybe I had the opposite problem and needed to go back in and tighten the screws just a hair.

But then it quit doing it and its working fine now !

My Director is (still) really wonky. It'll work great for awhile, then it'll seize up even after the initial loosening of the screws. I thought it was heat related, but that's not always the case. It's definately a handy piece of equipment in my system, but the bugs are pissing me off...

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Originally Posted by thedynoguy

I have no idea if this is what yours is doing, but I had the same issue right after I bought it new last year. I talked to Doug at MSA and he said that Helix had an issue at production where the screws holding the board to the frame (inside the unit) were too tight and causing the issue. I took mine apart and loosened the 4 screws that hold the board in and my problem went away. Might be worth a try.

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I know this is an older thread, but I just wanted to thank thedynoguy for posting this! I recently bought a new DSP.3 and Director, the Director appeared stuck on the version warning screen. I couldn't press "ok" to acknowledge the message, so I couldn't even get it to update or connect to the dsp no matter what I tried. I was suspecting the touchscreen was faulty, this thread turned up in a google search.

This morning I opened it up, backed-off the display board screws half a turn and the touchscreen started working! I was able to update it and connect to the DSP no problem, works like a charm now. Saved me from having to deal with a warranty claim.

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Originally Posted by goatpanda

I know this is an older thread, but I just wanted to thank thedynoguy for posting this! I recently bought a new DSP.3 and Director, the Director appeared stuck on the version warning screen. I couldn't press "ok" to acknowledge the message, so I couldn't even get it to update or connect to the dsp no matter what I tried. I was suspecting the touchscreen was faulty, this thread turned up in a google search.

This morning I opened it up, backed-off the display board screws half a turn and the touchscreen started working! I was able to update it and connect to the DSP no problem, works like a charm now. Saved me from having to deal with a warranty claim.

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Glad it helped! Doug said that AF figured out this problem and modified their assembly procedure quite awhile ago to remedy this issue. Looks like another one got through though.

Doug,

Having same director touchscreen issue. Tried backing screws off to no avail. Sometimes the touchscreen works and others it doesn't. Had it for about 10 months or so and just started a month ago acting up. Have updated firmware and and software as well. Any other suggestions or instructions on how I can get an RMA to return unit for sefvicing.

Wow! I was about to sell my director that I purchased used but I tried lossening the screws. Now my director is working perfectly!