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. Can I use it with a DAW or DJ software?

A. Yes. This product is a standard USB MIDI device, so any software that supports MIDI controllers recognises it as a MIDI input device without a driver. Which control is linked to which function is set with the MIDI Learn function of the software. For the connection steps and how to choose a control, see Integration with DAW and DJ Software.

Q. My computer does not recognize the product. What should I do?

A. Please check the following in order. The most common case is that no data gets through even though the power LED is on.

  • USB cable: Make sure the cable can transfer data. A power-only cable does not carry data. Try a cable that you have already used with an external drive or a printer, and if possible try two different cables.

  • Direct connection: Connect the device straight to a port on the computer itself, not through a USB hub, a docking station, or the USB ports on a monitor.

  • Another port: Try a different USB port. On a desktop computer, the ports on the back are usually more reliable.

  • Connector orientation: Flip the USB-C connector over and plug it in again. Also check that both ends are pushed in all the way.

  • Another computer: Connect the device to a different computer. This is the clearest way to find out where the problem is.

  • Close MIDI software: Close all running MIDI software, including DAWs, and connect the device again. Some software holds the MIDI port.

If the product is not recognized with several cables and on several computers, it may need a firmware update or a reset. Please contact us.

Q. How can I check whether the computer has recognized the product?

A. You can check this in the device list of your operating system.

  • Windows: Open Device Manager and expand Sound, video and game controllers. If the ParksTool device appears there, everything is fine. If you see an unknown device with a yellow warning mark, the cable or the port may be the problem.

  • macOS: Open Applications > Utilities > Audio MIDI Setup, then choose Show MIDI Studio from the Window menu. The product should appear in the list.

To check the MIDI signal itself, see Product Operation Test Guide.

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

A. The power LED only shows that USB 5V power is present; it does not mean that data is being transferred. The device may therefore remain unrecognized even while the LED is on. Please check the following:

  • Check that you are using a USB-C cable capable of data transfer. Going through the recognition checklist above in order solves most cases.

  • Check in the Web Configurator that the correct MIDI mapping has been applied. In particular, after updating to the latest firmware, a factory default reset in the Web Configurator is required.

  • Try completely disconnecting the product and reconnecting it.

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

Q. Can I keep ParksTool Uploader and the Web Configurator open at the same time?

A. No. Both use the same MIDI port, so run only one of them at a time. If ParksTool Uploader is running, the Web Configurator may stop while searching for the device. If the connection fails, try the following in order:

  1. Quit ParksTool Uploader completely, then open the Web Configurator again.

  2. If it is still not recognized, unplug the USB cable and plug it back in.

  3. Close the browser tab and open it again.

ParksTool Uploader can also be used to check whether the product is connected. If the product appears in its list, the USB connection itself is fine. For where to download it, see Firmware Update.

Q. Which browser should I use?

A. The Web Configurator works in Chrome or Edge (Windows, macOS). Safari and Firefox do not support Web MIDI and cannot be used. iOS, iPadOS and Android are not supported either.

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

A. Windows recognises a USB-MIDI device as a “USB Audio Device” and may block sleep because it sees an audio stream in use. (Running powercfg -requests in a command prompt shows USB Audio Device under SYSTEM.) You can fix this by switching the device to Windows’ MIDI class driver:

  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. From firmware 9.7.2, when connected directly via USB-C, the LED ring turns off automatically as the PC enters sleep. On earlier firmware the ring stayed on even over USB-C, so if you want this behaviour, update the firmware to 9.7.2 or later. (See Firmware Update for how to update.)

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 Configurator.

Q. The product is overheating.

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

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

A. 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.

A. 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 Configurator (https://config.parkstool.com).

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