Appendix A: Service Info; Troubleshooting / Repair - Mackie ONYX Artist 1-2 Owner's Manual

Appendix A: Service
Information
If you think your Onyx USB Interface has a problem,
please check out the following troubleshooting tips and
do your best to confirm the problem. Visit the Support
section of our website (www.mackie.com/support)
where you will find lots of useful information such
as FAQs and documentation. You may find the answer
to the problem without having to send your Onyx USB
Interface away.
Troubleshooting
No Power
• The USB LED should come on if the interface
is connected to a computer, and the computer
is powered on. Check to make sure that the
computer's power cord is securely plugged in.
No Sound
• Is the USB LED on the front panel illuminated? If not,
refer to "No Power" above.
• Is the signal source turned up? Make sure the signal
level from the selected input source is turned up high
enough.
• Make sure the gain knob for the selected input(s)
are set correctly.
• Make sure the cable connecting the line outputs to the
active speakers or power amplifier isn't defective and
the amplifier/speaker combination is working correctly.
Bad Sound
• Are the input and output connectors plugged
completely into the jacks? Make sure they are
plugged all the way in.
• Is it loud and distorted? Make sure the gain knob
for the selected input is set correctly. Reduce
the signal level on the input source if possible.
• If possible, listen to the signal with headphones plugged
into the input source device. If it sounds bad there,
it's not the Onyx USB Interface causing the problem.
• Is the input gain set correctly?
• Is the input OL LED on?
• Try the same source signal in the other input, set up
exactly like the suspect input.
• Is phantom power required for your microphone?
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Onyx Artist 1•2 and Onyx Producer 2•2 USB Interfaces
Noise/Hum/Buzz
• Check the signal cables between the source(s) and
the Onyx USB Interface. Make sure all connections
are secure. These problems usually produce crackling
noises, hum, or buzz. Disconnect them one by one.
When the noise goes away, you'll know which input
source is causing the problem.
• Make sure the signal cable is not routed near AC cables,
power transformers, or other EMI sources (including
wall warts and line lumps!). These sources usually
produce hum.
• Excessive hiss is an indication of an incorrect gain
setting somewhere before the Onyx USB Interface.
• Sometimes it helps to plug all the audio equipment into
the same AC circuit so they share a common ground.
Repair
For warranty service, please refer to the warranty
information on page 16.
Non-warranty service is available at a factory-
authorized service center. To locate the nearest service
center, visit www.mackie.com, click "Support" and select
"Locate a Service Center or Distributor". Service for
an Onyx USB Interface living outside the United States
may be obtained through local dealers or distributors.
If you do not have access to our website, please call
our Tech Support department at 1-800-898-3211 (normal
business hours, Pacific Time), to explain the problem.
They will tell you where the nearest factory-authorized
service center is located in your area.