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I’m frustrated

Akai Pro Advance 49, the second octave from C to F does not make any sound out of the blue

I have been using this keyboard for a day, and the second octave on the keybed, seems to just go silent at random.

I did perform a factory reset, but even that didn't fix the issue. It only affects the 2nd octave starting from C to F. F# works, and same goes for all the other keys.

Sometimes it start to work again; then it stop to work; the keys do not seem to be damaged, nor I see any issue when pressing the key; so I am not sure what is going on here. I am contacting support too; just in case, before send the keyboard back. Hope I can get this fixed; not even 24 hours in and the keybed is already broken.

Did anyone experience anything like this?

EDIT:
Seems that the issue is the keyboard; I noticed that when pressing a bit harder on the key, the key start to work again; although then it stop once again to work. Clearly there is something wrong with the contact or the space under the keys is too large so the contact does not trigger properly.
I do recall something like this being a known issue for the old MPC models; although I was expecting that the Pro advance model would not have that issue.

I have submitted a support request too; to see what they say. If I can't get a replacement device, I have to return it to the store sadly.
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  • Hey lumberjack,

    Thanks for posting!

    Sorry to hear that you are having trouble! We can verify whether your Advance is sending MIDI data to your computer with MIDI monitoring software. A MIDI monitor will show you all the incoming data from any MIDI controllers or MIDI interfaces that you have connected to your computer.

    For testing MIDI devices on PC:
    Download MIDI-OX

    This video will get you set up quickly for MIDI input monitoring in MIDI-OX:
    Monitoring MIDI Input with MIDI-OX

    For testing MIDI devices on Mac:
    Download snoize: MIDI Monitor

    Select the Advance as a MIDI input source in the monitor and send some data with its keys and controllers. If you see data appear in the input monitor window, the controller is sending MIDI data to your computer and will only need to be configured for MIDI input in the software you're using. Please refer to your software's documentation for more information regarding software setup.

    If the Advance is not sending MIDI data to the monitor, let's test the connection between the controller and the computer. Try connecting the controller with a different USB cable, with different USB ports on your computer, and to a different computer to see if you can reproduce the same behavior. Be sure to connect directly to the computer via USB and avoid using any USB hubs or adapters.

    If you try the steps listed above and you are still unable to send MIDI data with the controller, there is most likely a hardware issue.

    Since you have already contacted support, I recommend running this test and reporting the results to one of our representatives. They will be able to assist you in any further troubleshooting or warranty claim.

    Hope this helps! Let me know if you have any questions.
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  • Hi Eliza,
    As mentioned above in the main post, the keyboard does not trigger the keys at all. I verified and it does not send any midi signal when using the midi monitor. It did it briefly when applying more force on the keys, but then it stopped completely.

    Every other key works fine; the only other strange thing is that moving some knobs, trigger other knobs (not adjacent to each other, so I didn't touch them accidentally); but that is not really much of an issue to be honest.

    I tried a different cable, even if that should not matter at all; because if the signal does not come from the contacts under the keys to the main board that host the micro-controller; the USB cable won't make any difference. Same goes for the USB port; the same 6 keys on the keybed does not work no matter which usb port I use. From the look of it seems that the contacts or the padding under the keys are damaged.

    As now, after few days, nobody from support even reach out to me; I am not sure exactly how to have my 3 days old keyboard be serviced under warranty. Is there a way to expedite the issue? Thanks!
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  • Thanks for the fast resolution! Kudos to Akai support for taking care of it.

    I am really happy with my working replacement; excellent customer service!
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