Gadget Unresponsive with Eos on Mac

Symptoms

I've got my Gadget plugged into my Mac but, it is unresponsive when Eos is running.

 

Explanation 

There are a variety of reasons why a Gadget I or Gadget II may not respond with Eos on a Mac. Follow the steps below to troubleshoot.

 

Steps to Solution

  1. The Gadget can only be used by one application at a time. Ensure no other ETC applications are running
    1. Quit Eos and Eos Family Welcome Screen.
    2. Quit all other ETC or ETC Labs applications.
    3. Re-launch Eos
  1. Ensure you are running the latest version of Eos
    1. Update Eos to the latest version of software.
  1. Ensure DMX Output is Enabled
    In Eos v3.2.0 and Higher
    1. Double-Tap [Address] to open the Patch tab.
    2. Navigate to Protocols>Local DMX in the CIA.
    3. Make sure "Enabled Protocol" is set to Enabled.
    4. It is also recommended to have "Default Protocol" set to Enabled.
    		 In Eos v3.1.5 and Lower
    1. Double-Tap the [Displays] key to open the browser. Navigate to Setup>System Settings>Output. Under "Local DMX Outputs", make sure {DMX Outputs} is set to "Enabled".
    2. It is also recommend to have {Default Output Protocol} set to "Enabled".
  2. Verify Eos can detect your Gadget
    1. Double-Tap the [Displays] key to open the browser.
    2. Navigate to Setup>Diagnostics.
    3. Underneath "ACNPriority", look for a line that says "I/O Board Firmware Version"

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  1. If I/O Board Firmware Version is listed in the Diagnostics tab:
    1. If you are using a Gadget I on macOS Catalina (10.15) or higher, ensure Eos Family Welcome Screen has access to Input Monitoring.
    2. Otherwise, you may be dealing with a hardware issue on the Gadget itself. Contact ETC Technical Services for further assistance.
  1. If I/O Board Firmware Version is not listed in the Diagnostics tab:
    1. Check for a status indicator on the Gadget next to the USB port:
      1. On Gadget I, the indicator should be rapidly blinking red.
      2. On Gadget II, the indicator should be rapidly blinking green.
      3. If there is no indicator at all, try a different USB port. If that still doesn't work, try a different USB cable.
        1. If neither a different USB port or cable resolves your issue, you may be dealing with a hardware issue on the Gadget itself. Contact ETC Technical Services for further assistance.
      4. If there is a status indicator, but they are not rapidly blinking, try reloading firmware. This will require access to a PC.