• Registered: 2008-03-20
  • Posts: 3

Topic: Nova System Freezing Problem

TC Electronic is very sorry to report that over the past couple of weeks we have seen an increasing percentage of Nova Systems returned from dealers and customers with reports of units crashing shortly after being booted. 

We have analyzed a number of returned units and can on that basis conclude that the problem is caused by a batch of inconsistent chipsets.

Units equipped with bad chipsets can freeze up during startup or usage. It is important to stress that not all units are affected as it is not all chipsets  that are faulty.

My Nova System is freezing up… what should I do?
If you have a Nova System with the above mentioned problem TC Electronic will ensure that you will receive a fully working unit as soon as possible. This can be done in two ways:

1. You can have your Nova System replaced with a brand new unit.
2. You can have the main board of your current Nova System swapped at one of our service centers.

We are working very hard to get replacement parts and at the moment it looks like we can have replacement units and main boards in a few weeks.

No matter what you decide, all transactions must be handled through your authorized TC dealer (i.e. the place where you bought your Nova System).

If you have any questions regarding the exchange procedure, please contact TC Support via www.tcsupport.tc for further instructions on how to get a replacement unit.

TC Electronic would like to apologize sincerely for the inconvenience this has caused our users.

  • drop2
  • New member
  • Offline
  • Registered: 2008-09-12
  • Posts: 9

Re: Nova System Freezing Problem

This is nuts..  the pwer chord is the only way to shut off or turn on... and then the system shuts off if moved while stepping on foot switches

  • Registered: 2008-10-14
  • Posts: 9

Re: Nova System Freezing Problem

So a few times I boot my nova system up and it seems to freeze- I gotta unplug it and try again - sometimes 2 or 3 times. Beyond that everything seems to be working fairly hassle free.

Does this mean I have the bad chipset? I bought mine at samash. When will I / you and they know that what they have in stock is the good chipset so i can swap it out?

  • Registered: 2007-12-07
  • Posts: 96

Re: Nova System Freezing Problem

Sorry to hear about the chip set issue and the frustrated customers and stress of setting things right. Chips happen, I guess, but I don't want to be one of those frustrated customers.

If I were to purchase a Nova System, is there a way to confirm a unit does not have the potentially bad chips? Is there a manufacturing date, or serial number range that is considered reliable? I've spoken to 3 dealers and they all claim they've never heard of the problem (yeah, right). For the cost of this unit, I'd like some assurance that I can get a reliable Nova System. FWIW, my Nova Delay has performed like a champ!

cheers,
Dave

  • Registered: 2009-01-16
  • Posts: 14

Re: Nova System Freezing Problem

I just ordered the other day, will my new unit be ok?  I should have it tomorrow.

Tony

  • ogeva
  • New member
  • Offline
  • Registered: 2008-11-04
  • Posts: 6

Re: Nova System Freezing Problem

Hello TC, I hope you will respond here.
I am going to get a Nova system, but I am going to get it in the USA even though I live in Israel, since there is a big price difference between getting it here and there.
Can I count on it that I get a unit with a new board? It has been over a year since you posted about this.
I case I have a faulty unit, I will not be able to contact my reseller anymore, since I'll be in the other side of the world by then.
How do I get the unit serviced in this case?
Thanks,
Oren

  • From: Raleigh, NC
  • Registered: 2007-11-18
  • Posts: 3,080

Re: Nova System Freezing Problem

ogeva wrote:

Hello TC, I hope you will respond here.
I am going to get a Nova system, but I am going to get it in the USA even though I live in Israel, since there is a big price difference between getting it here and there.
Can I count on it that I get a unit with a new board? It has been over a year since you posted about this.
I case I have a faulty unit, I will not be able to contact my reseller anymore, since I'll be in the other side of the world by then.
How do I get the unit serviced in this case?
Thanks,
Oren

This is not a TC support site dude. It is a user forum. The TC guys may come visit and read this stuff - but who knows when? It would be far better to ask this question of TC support directly.

Gtrs: PRS Cust. 24 20-Anny Artist, Yamaha PAC1511 Mike Stern Signature
Pedalboard: Barber Tone Press, TC NovaDrive, TC G-System, Eventide ModFactor
Rack: Egnater M4 Modular Tube Preamp, Randall RT2/50 Power Amp, Palmer ADIG-LB load box/cab sim
Acoustic: Stehr Coco/Adi Custom-build OO, Stehr Koa/Adi Custom Build GA, Stehr Braz/Adi Custom Build GA, Taylor 814ce-L10, G-Natural
  • Registered: 2007-12-07
  • Posts: 96

Re: Nova System Freezing Problem

Per a post I found elsewhere on this forum:

"we have had a faulty batch of units (due to bad RAM ) and we are recalling all units which serial number belongs to the following range : 8940627 - 8941536

TC became aware of the bad chips, and did initiate a recall. I was told that some dealers chose to sell potentially defective units, anyway. Check the serial number of your NS to see if it might have potentially bad chips. Even if a NS is out of warranty, TC might (should) help you out. FWIW, some electronic devices are sensitive to faulty power, static and radio frequency interference, so don't rule those out as areas to check into.

Ogeva - The chip set problem is probably not an issue if your NS system is one of the newer ones, with a serial number higher than 8941536. Regardless, as TC Electronics sells gear world wide, I would think you could get it serviced in Israel, even if its purchased from the US.

The switchmode power-supply accepts from 100 to 240 VAC. Different voltages require the use of different power cables, and I'm not sure if the NS ships with all of them, or just one, appropriate for the area in which its sold. The US version may ship with a power cable that won't work in Israel, but I imagine you could get the appropriate cable from an electronics supply store for short money.

  • ogeva
  • New member
  • Offline
  • Registered: 2008-11-04
  • Posts: 6

Re: Nova System Freezing Problem

Thanks guys,
I sent the query to TC support anyway, but I'll check the serial number.
The reason I am asking this is that I know the company who's dealing TC equipment in Israel, and I have seen in various audio forums that people have problems getting service from them if they bought their gear elsewhere.
I also checked about the power cable, it should not be a problem :-)

10 Reply by Mud

  • Mud
  • New member
  • Offline
  • Registered: 2009-06-22
  • Posts: 4

Re: Nova System Freezing Problem

davidp158 wrote:


"we have had a faulty batch of units (due to bad RAM ) and we are recalling all units which serial number belongs to the following range : 8940627 - 8941536"

I just bought one with the serial 8940417, before the known bad series, and it crashed on me a few times last night.

TC says to deal with issues through the dealer, but I bought mine used. sad

  • Registered: 2009-08-03
  • Posts: 2

Re: Nova System Freezing Problem

Same problem here, and serial number is 8943359 out of range "8940627 - 8941536"

Im packing it now , I really like nova system .

  • Registered: 2007-12-07
  • Posts: 96

Re: Nova System Freezing Problem

TC Electronic has good service and the warranty is transferable. You might check to see if yours in still within the warranty period.

Mud wrote:
davidp158 wrote:


"we have had a faulty batch of units (due to bad RAM ) and we are recalling all units which serial number belongs to the following range : 8940627 - 8941536"

I just bought one with the serial 8940417, before the known bad series, and it crashed on me a few times last night.

TC says to deal with issues through the dealer, but I bought mine used. sad

  • Jawa
  • Jawa
  • Member
  • Offline
  • From: Earth
  • Registered: 2009-05-27
  • Posts: 315

Re: Nova System Freezing Problem

Sniff, sniff. 

My NS froze up tonight during practice.  I contacted TC and am awaiting a direction.

My serial is not in the affected batch.   I just did a full reset and it appears to be working OK again.  I am quite confused.  I am afraid to play out with this until I can get tot he bottom of it.

UPDATE FROM TC:

//BEGIN
I've heard of the odd Nova System freezing but it's usually power related - stage power is notoriously unreliable/lighting dimmers etc etc, but at home really only sagging power or being on the same circuit as a freezer or fridge that comes online would be a power related cause. They had a faulty batch of units (due to bad RAM ) and we are recalling all units which serial number belongs to the following range : 8940627 - 8941536 but yours is out of that range -

Keep watching it for a few days and if it happens again let me know-
//END

So, from what TC says I have to agree.  We did have a power issue and resttign the unit worked fine and all my prests are still in place.   TC support was wonderful!

Last edited by Jawa (2009-08-28 18:52:51)

----
Michael
  • Registered: 2009-05-08
  • Posts: 60

Re: Nova System Freezing Problem

Sorry to hear sad

I hope for you that it's going to be ok soon

  • Jawa
  • Jawa
  • Member
  • Offline
  • From: Earth
  • Registered: 2009-05-27
  • Posts: 315

Re: Nova System Freezing Problem

All is good.  Played with it for about 2 hours today and no issues.  I know the place we practiced has really poor power, so I think that was issues.  Word to all... resetting the NS does not delete your personal presets.  TC support is great!

----
Michael
  • Registered: 2008-08-27
  • Posts: 95

Re: Nova System Freezing Problem

SN 8942778: doesn't compete the boot. Just the "TC Electronic ... Nova System" message (no fw version number), and the steady, sickly glow of the "factory default" button.

That's right out of the box, fresh from UPS and Musicians Friend. Fortunately, MF knows how to do painless (or as painless as a disappointment with a DOA device can be) exchanges.

The nova is for the road; my G-system and G-Force stay in the studio.

Eddie O

Eddie O
G-System; Nova System; ProTools HD3 on Mac; Marshall JVM-410H+1960AV; PRS 513 Rosewood; Gibson Johnny A; Turner Model 1 Fretless Bass; D'Angelico NYL-2...more...Butler Tube Drive, Klon Centaur
  • Registered: 2008-08-27
  • Posts: 95

Re: Nova System Freezing Problem

drop2 wrote:

This is nuts..  the pwer chord is the only way to shut off or turn on... and then the system shuts off if moved while stepping on foot switches

Yeah, I despise devices that don't have a power switch. Such switch help control the power up sequence and prevent spikes as power is plugged in.

Oh, well, my Nova System arrived DOA anyway.

Eddie O
G-System; Nova System; ProTools HD3 on Mac; Marshall JVM-410H+1960AV; PRS 513 Rosewood; Gibson Johnny A; Turner Model 1 Fretless Bass; D'Angelico NYL-2...more...Butler Tube Drive, Klon Centaur
  • Registered: 2009-01-13
  • Posts: 153

Re: Nova System Freezing Problem

Jawa wrote:

Word to all... resetting the NS does not delete your personal presets.  TC support is great!

What do you mean "resetting"?

  • Registered: 2008-08-27
  • Posts: 95

Re: Nova System Freezing Problem

yossarian wrote:
Jawa wrote:

Word to all... resetting the NS does not delete your personal presets.  TC support is great!

What do you mean "resetting"?

There are videos here:

http://www.tcelectronic.com/novasystemvideo.asp

that explain various Nova operations, including resetting. If you go to the Nova System product pages, and click on "videos" you get to the referenced page.

Eddie O
G-System; Nova System; ProTools HD3 on Mac; Marshall JVM-410H+1960AV; PRS 513 Rosewood; Gibson Johnny A; Turner Model 1 Fretless Bass; D'Angelico NYL-2...more...Butler Tube Drive, Klon Centaur
  • Registered: 2009-01-13
  • Posts: 153

Re: Nova System Freezing Problem

Cool. I'd been wondering about that. Kind of wanted to restore some factory defaults that got messed about a bunch, but was scared I'd lose my presets.

  • Jawa
  • Jawa
  • Member
  • Offline
  • From: Earth
  • Registered: 2009-05-27
  • Posts: 315

Re: Nova System Freezing Problem

Yeah I have reset now twice.  The first was to fix my issue, the second was to test the the first time really was not a fluke.  My presets are in tact.

----
Michael
  • Registered: 2009-12-07
  • Posts: 15

Re: Nova System Freezing Problem

hello there
i use to have the freezing problem first when a got my nova system but after i updatet to 1.13 the freezing problem is gone
it works fine now

Gtrs: Ibanez RG-DiMarzio pickups, Line6 Variax 300
Gigs: Nova System, Vox Satchurator, Cry Baby wah zw-45 Zakk Wylde signature, Boss Metal Zone mt-2
Amp: Fender Princetone 65dsp
  • t4t4n
  • New member
  • Offline
  • Registered: 2010-04-11
  • Posts: 1

Re: Nova System Freezing Problem

hansvaneven wrote:

Hi guys, I just got the NOVA system which seems to work pretty well, but yesterday I had a freeze when editing in the pedal menu, is this freeze related to the bad chip on the unit ?

Thanks,

Hans Van Even
www.hansvaneven.com
http://www.youtube.com/user/hansvaneven

hi.. i got same problem with my nova, when i tried to edit some parameter in pedal section, i got a same problems ..

else , working normal..  only in pedal section..

  • From: Italia
  • Registered: 2010-03-18
  • Posts: 57

Re: Nova System Freezing Problem

t4t4n wrote:

hi.. i got same problem with my nova, when i tried to edit some parameter in pedal section, i got a same problems ..

else , working normal..  only in pedal section..

then I had less luck ..
yikes

http://forum.tcelectronic.com/viewtopic.php?id=6716

  • Registered: 2010-07-03
  • Posts: 9

Re: Nova System Freezing Problem

I experience the same problem with a new unit and with the latest update