We will endeavor to solve your problem as quickly as possible; however, we first ask that you eliminate any other possible source of the problem by performing these troubleshooting steps.
- Check all your connections. INPUT is on the RIGHT side, and OUTPUT is on the LEFT side.
- Make sure you are using the correct type of power supply: regulated 9V DC center-negative.
- Try the pedal by itself—just guitar ► pedal ► amp (or direct). If the problem disappears, then it's probably not the pedal.
- Cables and power supplies often fail or become intermittent. We recommend that you always have spares handy. Here are some troubleshooting tips:
- To isolate the problem, disconnect pedals one at a time until the problem disappears. Then try to reproduce the problem with the simplest possible signal chain.
- To check for a bad cable, swap cables one at a time with a known good cable.
- To check for a bad power supply, swap it with a known good supply.
- Does your pedal pass signal, but the LED does not light? This means the supply voltage is too low—a sign that your power supply may be bad.
- Immerse only—did you enable the Kill Dry switch by accident?
Hum / Buzz / Noise Issues
- Effects such as chorus, delay and reverb should be placed after gain; otherwise, your signal will be noisy.
- Hum or buzz is almost always caused by improper grounding, a missing ground connection, or ground loop. Ideally, your rig should connect to earth ground (the power outlet's 3rd prong) at one and only one point.
- For multiple grounds, try a ground isolator on all but the first ground plug. Here's more info on troubleshooting ground loops.
- An ungrounded rig may need to be modified to add a single ground connection. Note: pedal power supplies (even with 3-prong plugs) isolate the pedals from ground.
- If you have hum or buzz when using two amps, you have a ground loop. Please see our FAQ on this subject. Long story short—it's not the pedal; it's the amps.
- A true-bypass pedal that "pops" when switched is caused by differences in ground voltage between the pedal and amp (or whatever it eventually connects to). This can be solved by using a buffer at the end of the pedal chain or (if you are anti-buffer) by using a transformer isolator.
Low Effect Output Level
Is the dry signal ok but wet signal too quiet?
- If you are running mono with a stereo pedal, make sure to use only the #1 input and #1 output.
- Maxing the reverb depth will lower the effect level to prevent overload.
- If the signal level going into the pedal is too high, the effect level will be limited and will sound squashed compared to the dry signal. Turn down the signal level before the pedal, and make up the level afterward.
- By far, the most common issue when trying to connect the software is a bad or wrong type of USB cable. Some USB cables are only good for power/charging — these will not work with Expanse.
- Review the User Guides. The Expanse products can be somewhat complicated, and many "problems" end up being misunderstandings about how they operate.
- If you are having a problem using USB or Expanse software, see Expanse Software Troubleshooting.
- There are a couple of minor known issues with the Expanse / v2 Stereo Pedals which have workarounds.
Be aware that a significant percentage of products sent to us for service are found to be 100% functional, and the problem was ultimately due to a bad cable, improper usage or other gear. Simply following the troubleshooting steps above will avoid these issues.
Once you are certain your product is not working properly, please initiate your service request by completing this form. If possible, please create a photo, video, or sound clip that demonstrates the problem. You will be asked for this in the next step.