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CODE 25 pads lights go out after a few minutes of work

Hi! Why in my M-Audio CODE 25 (black) PADs randomly lights go out after a few minutes of work? The pads themselves work with a synthesizer (standalone Strum GS-2).
In addition, CODE 25 often loses connection with such a program as Synthesia. Is my device good? How can I reliably verify its performance?
Thanks in advance.
P.S. Windows 10 x64 Pro, Firmware 1.3.
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  • Hey everybody,

    Thanks for posting!

    Sorry you're having some trouble with that! This sounds like it could be relative to the power that the Code is receiving from your computer.

    Do you find that the pads illuminate again if you power cycle the Code or reconnect it? Have you tried using a different USB cable or different USB ports on the computer to see if you can reproduce the same behavior? Does your Code behave this way if you use a different computer?

    When connecting your Code, connect it directly to your computer and not through a USB hub or adapter. If you must use a hub, I recommend using a powered USB hub to ensure that your connected USB devices all receive the appropriate amount of power.

    If you do try troubleshooting the connection and you find that the Code's pads continue to lose power, it is possible that this may be hardware related. Warranty and non-warranty claims cannot be handled here on the forum but I can point you in the right direction! Here are a couple of options that you could choose from:

    • Submit a Warranty or Service Inquiry with our Technical Support team by logging onto the M-Audio Support Page. Select Warranty or Service Inquiry from the drop down menu. This will not require a support code.

    or

    • For faster support, call or email your nearest Support Office or International Distributor. Select your country to find the nearest office.

    Make sure to reference or link to this thread to help out the support team.

    I hope this helps! Let me know if you have any additional questions.
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  • Hi, Nick D!

    > Do you find that the pads illuminate again if you power cycle the Code or reconnect it?

    Yes, after power Off and power On again, the pads backlight will be restored and, by the way, it can work for a very long time. All session.

    > Have you tried using a different USB cable or different USB ports on the computer to see if you can reproduce the same behavior?

    Yes of course. I noticed that the backlight turns off very quickly when connected to a laptop port.

    > When connecting your Code, connect it directly to your computer and not through a USB hub or adapter. If you must use a hub, I recommend using a powered USB hub to ensure that your connected USB devices all receive the appropriate amount of power.

    Yes, I understand that well. If, when powered CODE from a separate power supply, it need 1A at 9V, then when powered it from USB, there should be something around 2A.

    > ...but I can point you in the right direction!

    Thank!
    But I do not understand what it is "support code"?
    Where to find it and why it is needed?
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