Help! LH labs Pulse Infinity becomes comatose.

Yeah, yeah, I don't expect much sympathy for my choice of gear on this forum but thought some friends/pirates may have the technical knowledge and the good heart to help.

I received the unit last year and it served me well without any fuss until last month when it started having problems. Initially it would intermittently stop working but soon after became completely mute.

The unit turns on, the LCD screen lights up as usual, my Mac desktop is able to "see" it attached but when selected in sound preferences, nothing happens. When I reboot the computer there is a loud buzzing from the speakers for about 20 seconds and after that utter silence.

My chain is Mac-> Pulse-> Equator D5 speakers.

I don't recall any software update around the time the problems arose. I tried changing the USB cable with no effect. The D5 speakers work with input from other source. Fidelia and iTunes are able to play music on the built in speakers. I checked in the Mac preferences that the Pulse is not muted

I filled a ticket with LH labs more than a month ago but did not get too far. I received their legendary customer service love with only one real person email instructing me to update the firmware with a .BIN file. I was not able to proceed as the procedure for updating the firmware on their site does not work for .BIN files and they did not answer when I asked for clarifications.

Any ideas on what may be wrong and what I should do next?

 

Got your message Cos,
Looks like we will need to further address your issue. details will be supplied in your ticket shortly.

 

Thank you very much Zerofedex for the suggestion and thanks Manny and Mat for helping me figuring things out! The software update procedure was clarified and applied without problems this time. Back in business in 10 minutes or so. Phew, thought the unit was cooked as the pattern of the failure did not make any sense to me. Back to Bach this evening