Troubleshooting & FAQ

When there is a problem with the product, first check whether the MIDI signal is being transmitted normally. Refer to Product Operation Test Guide for how to check.

Note

For problems that occur right after a firmware update (not recognized over USB, failure to connect to the Web Configuration Tool, “Invalid MIDI command” errors, etc.), refer to the Troubleshooting section.

Frequently Asked Questions (FAQ)

Q. The product is not recognized on Windows. What should I do?

1. Try the following steps in order:

• Check if the USB cable you’re using is capable of data transmission.

  Power-only cables cannot handle data communication. Try different USB cables or USB ports.

• Try reconnecting by flipping the USB-C port orientation (up/down).

• If the same problem occurs on multiple computers, the product may need firmware update or reset. Please contact us.

Q. The power LED is on but the device is not recognized or MIDI data is not output.

1. Check the following:

• Check if you are using a USB-C cable capable of data transmission.

• Check if the correct MIDI mapping has been applied in the Web Configuration Tool.

  Especially if you have updated to the latest firmware, a factory default reset in the Web Configuration Tool is required.

• Try completely disconnecting the product and reconnecting it.

• You can verify signal transmission using MIDI monitoring software such as MidiView.

Q. The controller keeps Windows 11 from entering sleep mode.

A. Windows 는 USB-MIDI 장치를 “USB 오디오 장치”로 인식하는데, 오디오 스트림이 사용 중인 것으로 보아 절전을 막는 경우가 있습니다. (명령 프롬프트에서 powercfg -requests 를 실행하면 SYSTEM 항목에 USB Audio Device 가 표시됩니다.) 장치를 Windows 의 MIDI 클래스 드라이버로 바꾸면 해결됩니다:

1. Open Device Manager.

2. Expand Audio, video and game controllers.

3. Right-click the ParksTool device (e.g. ParksTool-12E1) and choose Update driver.

4. Choose Browse my computer for drivers → Let me pick from a list of available drivers on my computer.

5. With Show compatible hardware checked, the list shows two entries: USB Audio Device and USBMidi2-ACX.

6. Select USBMidi2-ACX and click Next.

The PC will then enter sleep mode normally.

Note

This entry only appears on recent Windows 11 builds that include the USB MIDI 2.0 class driver (USBMidi2-ACX). On older Windows it may not be listed.

Q. The LED ring stays on even when the PC is turned off or in sleep mode. (1ES2K)

A. 펌웨어 9.7.2 부터, USB-C 로 직접 연결한 경우 PC 가 절전 모드로 들어가면 LED 링이 자동으로 꺼집니다. 그 이전 펌웨어에서는 USB-C 연결에서도 링이 켜진 채 남아 있었으므로, 이 동작을 원하면 펌웨어를 9.7.2 이상으로 업데이트하세요. (업데이트 방법은 Firmware Update 를 참고하세요.)

Here is the underlying reason. Because a USB port keeps supplying 5V power even during sleep or shutdown, the device stays powered from it and the LED remains on. The behaviour differs by connection type:

• USB-C port (direct to PC): 5V is maintained during sleep so the power LED stays on, but the firmware (9.7.2 or later) detects the USB sleep signal and turns the LED ring off. Waking the PC restores the ring to its previous state.

• USB hub: Hubs often do not pass the sleep signal through to the device, so the ring may stay on. This depends on how the hub behaves and cannot be controlled by the firmware.

• USB-A port (direct to PC): On sleep or shutdown the port power is cut, so all LEDs including the power LED turn off.

In short, automatic LED ring off works on a direct USB-C connection. If you want the LED off at all times, even during use, you can enable DISABLE LED in the advanced settings of the Web Configuration Tool.

Q. The product is overheating.

1. Immediately disconnect power and place in a safe location. Then contact the manufacturer.

Q. Is there a way to update firmware or reset?

1. Firmware update and reset methods may vary by product. Please contact the official website or customer service.

Q. I’ve tried all the above methods but the problem is not resolved.

1. If you inform customer service of the product’s serial number and symptoms, you can receive more accurate support.

Additional Information

• Check if the correct mapping has been applied in the Web Configuration Tool (https://config.parkstool.com).

• You can check the product’s MIDI signal transmission status using MIDI monitoring software such as MidiView.