Nano not able to pair with Cortex app, causing issues

Support
1

I’ve written to Customer Support 3 times about issues I’ve had with the Nano Cortex and have not gotten any resolution, regarding digital noise and my ground switch issues. I have sent audio recordings for both issues. These are pretty major issues and I haven’t received any response, which makes me wonder about your service department?

Now, I have another issue, which is that tonight at another gig, my Nano stopped syncing with the Cortex app, and would not re-connect after several attempts. The only message I saw was “there is an issue”?

While I was not able to connect to the app, the Nano’s footswitches were not responsive, which means I wasn’t able to switch presets on the footswitches and obviously on the app.
I finally powered the Nano off and closed the app, then restarted both.

When the Nano came back to life and paired with the Cortex app, the volume on all presets was at least twice as loud as they were prior to restarting it. Needless to say the club owners were not happy about the very loud sound coming from my speaker cabinet.

I’m finding there are just too many issues with this device when using it live, and it is not reliable. At this point, I need to ask for an exchange, or I would like to send it back for a full refund.

Please respond ASAP.

2

You might have a damaged unit. Please ensure you are using the correct email support@neuraldsp.com and then contact your retailer about a refund or exchange for a new unit.

3

I definitely think it’s defective , to have all of these issues going on.

Thanks for attaching that email address, that’s the one I’ve been using to contact Neural Support.

I purchased this through Thomann, and have requested a replacement from them. Hopefully they’ll follow through, or give me a refund and I can purchase it direct from Neural or someone else. Hoping they can sort it out soon.