Strata core module issues

[Bonzep]

Hey guys

One day in and i did the latest update....i have a low grade hum in both headphones and the main outs. the module will not boot every time. sometimes i have to hold the metronome(settings) button when it boots to make it recycle the soft boot. i wonder if anyone else has experienced these issues. ive reached out to support ut honestly insanely frustrated. i love the sounds and the ease of use with touchscreen. and the sounds from each kit....im honestly going to return it if i cant get resolve pretty quick......and advice here would be awesome. anyone experienced same issues?

[Chaser]

Hey guys

One day in and i did the latest update....i have a low grade hum in both headphones and the main outs. the module will not boot every time. sometimes i have to hold the metronome(settings) button when it boots to make it recycle the soft boot. i wonder if anyone else has experienced these issues. ive reached out to support ut honestly insanely frustrated. i love the sounds and the ease of use with touchscreen. and the sounds from each kit....im honestly going to return it if i cant get resolve pretty quick......and advice here would be awesome. anyone experienced same issues?

The Strata CORE was released 2 weeks ago...there are not many owners/users.
Alesis does not have an Official Forum and has gone the Social Media direction which currently there is 1 group with 4 members..

Alesis Strata Core Users - Worldwide

At this point/time you have few options.
You should be under Warranty if purchased from an Authorized Dealer..either contact Alesis Support (Currently there are No categories for the CORE as of this time just a FAQ page.)
Your decision may end up being based on the response you get from support.
Return it or wait for a Firmware Update if one becomes available , depending on the Frequency of the issue(s) being reported.
The Developers for BFD are members here..however after a brief introduction...I haven't seen them Logged in here in months and a Category for Electronic Drums or Trouble-shooting for the BFD Modules has yet to be created in the BFD Drums Forum.The current Categories are for the BFD Player and the main BFD Software.




There is also a "Self-Serve" AI ChatBot in Beta..which looks like the direction Support may be headed.

Introducing our new self-serve Chatbot - Currently in public BETA.

Designed with the latest AI frameworks, our new unmanned, self-service assistant aims to provide you with instant support and advice anytime you need it.

We are currently testing this new support feature. Please be patient while we help the bot to learn and improve. If the bot cannot help, it will link you to where you can create a support ticket with one of our dedicated support agents.

To begin, simply click on the chat widget (when available) in the corner below.

Please note that this service will be running intermittently during weekdays, and may not always be available.

[Bonzep]

thanks so much for such a quick response. i wasnt sure if the strata prime users had suffered any of these same issues as i have. i made arrangments with the retail outlet to provide me a replacement module. It is just such an incredible sounding piece of equipment i was pretty discouraged and reached out to several groups. Appreciate all your help!

[Chaser]

thanks so much for such a quick response. i wasnt sure if the strata prime users had suffered any of these same issues as i have. i made arrangments with the retail outlet to provide me a replacement module. It is just such an incredible sounding piece of equipment i was pretty discouraged and reached out to several groups. Appreciate all your help!

I don't belong to any Social Media..however you can check all of the Facebook groups if you haven't already.There are Numerous.
The Updates are Different between the PRIME and CORE Modules and I couldn't tell you what the actual difference (If any) is between the OS for each Module.Currently..PRIME = drummodule - v1.1.0.6.....CORE = drummodule - v1.2.0.1005.
The CORE Updates are larger in size.

Here are a Few of the Facebook groups..

Alesis Strata Prime Users

Alesis STRATA PRIME Drum Fans

Alesis Strata Prime Users Public Group

[Yorke2112]

I am having the exact same problem, Alesis technical support has stopped responding to my emails.

Did you ever figure out the problem? Is it a firmware problem?

[Chaser]

I am having the exact same problem, Alesis technical support has stopped responding to my emails.

Did you ever figure out the problem? Is it a firmware problem?

I tried the AI Chatbot..I asked the question 2 different ways..it seems to think both issues are power related in one..and a ground loop in the other and a Hard Reset for the Module.
I attached the conversation(s)..I had to paste segments together as it isn't a full screen Bot.
I should mention it kept giving me links that referred to manuals discontinued Products..always the Pro-X..DM10..MultiMix 12..lol..(ChatBot don't know Chit ?)

The Final Support Link provided is different than the Alesis Link..it is for InMusic Support

InMusic AI Chatbot - 1      InMusic AI Chatbot - 2
     

[Megtooth]

Hi!  Longtime acoustic drummer but brand new e-drum owner here.  I had a similar problem but have had a very positive experience with Alesis customer support. I purchased the Core from Guitar Center around Nov 1 and immediately had module booting issues (not booting was the issue!)  I was able to get a full system boot by unplugging the module for 1 minute, but that solution did not solve the issue reliably (neither did a software update or multiple full resets).  I contacted Alesis using the Inmusic customer service site, as referenced and, within the hour, received a response from a customer experience advisor.  After verifying my purchase information I was contacted by a Level 2 technical support and RMA advisor that same day.  He and I traded emails as he asked about various settings and my multiple booting attempts (some successful and some not).
By Nov 4, the technical support contact had sent me an RMA to return the module for their examination and possible replacement.  Alesis sent a Fedex prepaid shipping label with instructions on how to prepare the package.  Alesis tried to replicate my issues at their end, with no success.  However, they almost immediately sent me a replacement module which they indicated had been booted and tested prior to being sent.  The new module arrived Nov 11 and has worked perfectly. 
I may not be able to answer may questions but I did want to let you know of my experience with the module and the Alesis response, which I view as pretty positive.  Looking forward to participating here as a new e-drum owner and my initial impression of the Core (and Alesis) is a good one, after a rocky start!