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Post subject: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Sat Apr 06, 2013 7:18 pm
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Joined: Sat Apr 06, 2013 7:01 pm
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Hi.

I have emailed Fender using the email address tsl@fender.com it has been 5 days now and i have not heard any reply. Is this the incorrect email address??

Below i will copy what my email said::

Hi,

I recently purchased a Fender Mustang l [v.2] Amp and cannot get my Amplifier to connect to Fender Fuse.
I followed all the instructions as to getting started with Fender Fuse.

I downloaded and installed the latest version of Fender Fuse (2.7.0) for P.C
My P.C is a Dell laptop running windows 7 & meets all the requirements.

No matter what i seem to do my amplifier does not connect to the Fender Fuse software.
I have checked the USB cable provided and my USB port. When i first plugged my Amp in to the laptop it automatically installed drivers successfully but still refused to connect to Fender Fuse. I have also completely removed the software and re-installed it and restarted my laptop. Can you please help me as to how i can fix this so i can start using the software which is included in my purchase.

Thanks.



I am not at all happy with this it really shouldn't be this hard and time consuming to get this working. I have wasted a lot of hours now trying to fix this with no success. I am also not impressed with the amount of support and lack of contact us that fender offers.
No where can i find a number to contact some kind of tech help, which a company this large and with the amount of issues should have and/or at least a Live Online help section.

Look forward to hearing a quick response.... Thanks.


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Sun Apr 07, 2013 12:54 am
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Joined: Sat Apr 06, 2013 7:11 am
Posts: 7
It is sad to say that you are not alone. It seems to be almost common. I just purchased a mustang floor and have the exact same problem. I have even installed an earlier version of Fuse "v2.6" as suggested, it apparently worked for some people but did not help me.

http://forums.fender.com/viewtopic.php?f=27&t=84454
This is the link passed on to me to get fuse 2.6. uninstall all fuse 2.7 and silverlight software and delete all fender file folders in your documents folder first. I hope this works for you :wink:


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Mon Apr 08, 2013 2:57 am
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Joined: Sat Apr 06, 2013 7:01 pm
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Hi Tom,

Thanks for the reply/suggestion. I read the link you posted and followed the instructions and had no success either nothing changed. :!:

Quote:
Once the older build is installed, launch the software, power on and connect your amp, and you should see the software offer you a Bundled and Downloaded update option. Select Bundled, and the firmware update should complete as expected. If the update still does not complete correctly, please contact us for additional support.

I installed and launched the software, i then powered on and connected my amp but that was as far as it went...it never offered me a bundled and download update option. Nor anything else.

Still haven't had a reply email yet but after much clicking through many pages on the Fender website i found another email address which i'm going to try and see if i hear anything back. That email is: consumerrelations@fender.com


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Mon Apr 08, 2013 9:56 am
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Professional Musician
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Joined: Sun Jun 17, 2012 11:37 am
Posts: 1315
Location: England
Quote:
No where can i find a number to contact some kind of tech help

Fender Support prolifically put their phone number in these forums. Just look in any of their posts, in particular the 'announcements' at the top of this forum. Or to save you looking, it's 480-596-7195; I assume that's a USA number, they don't explicitly state (but probably should, given this is an international forum!)

Quote:
When i first plugged my Amp in to the laptop it automatically installed drivers successfully

This may be the source of the issue. The correct (and not necessarily obvious) sequence is to install all the software first, before connecting the amp to the PC. Only once that has completed successfully, should you connect the amp to the PC. The drivers that Windows installs by default if you just plug-in the amp may not be the right ones, and a later de-install of FUSE won't remove these drivers, you'll have to do that manually in device manager, then start again in the right order. Not saying that's definitely the problem, but it's worth looking at.


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Mon Apr 08, 2013 1:11 pm
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Fender Staff
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Joined: Thu Jan 21, 2010 1:12 pm
Posts: 4396
Hi Davey_R,

We will be happy to assist. Looks like you have been give some great advice from other forum members, thanks guys. Please let us know if the issue has been resolved. If not, then please contact us directly at tsl@fender.com and include the steps you have taken to resolve the issue you are seeing. Please let us know if e can assist further.

_________________
Fender Technology Support Lab
Fender Musical Instruments Corporation
TSL@Fender.com
(800) 856-9801


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Tue Apr 09, 2013 8:35 pm
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Joined: Sat Apr 06, 2013 7:01 pm
Posts: 3
I removed the drivers in device manager as well as all other traces of fender and then did everything again in the correct sequence and it made no difference the amp will still not connect.
I then removed everything again as i received an email from TSL@FENDER including a beta version of Fuse that i should try and a Config file which i needed to copy and replace. After doing all this correctly i am still in the same place the amp still does not connect.

Thanks for providing that phone number although it isn't much use to me as it is American (Arizona i believe) and being as i'm in Australia makes it almost impossible to contact them when they are open.

I really am disappointed and frustrated with this, i waited 10 weeks to get my hands on this Amp as they were in high demand and apparently unable to make them fast enough for the Australian market. The fender fuse software included being one of the things that topped it off for me in choosing this amp over a different brand.


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Tue Apr 09, 2013 8:46 pm
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Aspiring Musician
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Joined: Tue Jan 15, 2013 11:12 pm
Posts: 520
Location: Perth, Western Aus.
Then take it back and get something else. As you say, Fuse is usually the dealmaker here, and you can't use it. If Fender send out a product that's been on the market for 3+ years and still can't get it right... well that's their problem.

If software clashes can't be fully allowed for, requiring support, it shouldn't be taking a week to get back to you.

I got one a couple of weeks ago, using it on a Mac and not had any issues.


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Post subject: Re: MUSTANG 1 [v.2] Amp will not connect to FENDER FUSE
Posted: Wed Apr 10, 2013 6:59 am
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Amateur
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Joined: Thu Nov 10, 2011 7:19 am
Posts: 152
Location: Crete
The stereotype and helpless (in a double sence) answers of Fender TSL are getting funny :mrgreen:


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