JohnrC
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Cakewalk Support?
What type of support is offered with SONAR Platinum?
I've been using SONAR Platinum/CW for many years, upgraded regularly for just as long, and purchased a number of other CW products. For the most part have been quite pleased.
However, over the past months (same thing happened last year) I've tried contacting both Cakewalk sales and tech support by email. Though I've tried multiple times I've not heard back. My last email on May-11-16 described my disappointment in not getting any response. I've not received a response to that email either.
Additionally, I've noticed that there is no phone number to call for technical support anymore. A recording says no longer accepting incoming calls, and to visit the website to schedule a call-back. That would be for no sooner than the next day (Friday means waiting till Monday?). In fact, double-checking this just now, SONAR is not even in the dropdown list box when asked to select the product you want support on. Only Dimension.
Callbacks are of course unhelpful in times of emergency as I recently found out in the midst of a project.
All of this is contrary to what I've known Cakewalk support to be like over the years. I'd like to upgrade to Lifetime Updates, but very concerned about these support issues. Have I missed something? Am I dialing the wrong numbers?
TIA for any insight or advice.
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scook
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Re: Cakewalk Support?
2016/06/03 11:09:35
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I suspect your SONAR membership has lapsed. Call back phone support is available for current SONAR members, at least I see it in my product list and phone support drop down. Unless Cakewalk changes the policy, there is no direct phone support. They have adopted a call back system. The product list in your account shows the support types available for each product.
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JohnrC
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Re: Cakewalk Support?
2016/06/07 10:49:21
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Thanks, scook. Would this apply to sales support as well? The times I've tried contacting Cakewalk was in response to special offers emailed to me. (When trying to make the purchases either the product wasn't available where the link took me, or the prices weren't the same.) No responses were received there either.
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scook
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Re: Cakewalk Support?
2016/06/07 10:57:44
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JohnrC
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Re: Cakewalk Support?
2016/06/07 11:37:18
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Not sure I understand that last line but in any event, what technical support is provided when we purchase Lifetime Updates and for how long if there is a term on it?
Cheers.
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scook
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Re: Cakewalk Support?
2016/06/07 11:53:27
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Hovering over a user name in the forum provides a menu of options. One of them is "Send a Private Message." Private messages are similar to email except they are direct to another forum participant. Several of the Cakewalk staff participate on this forum. PM (private message) is another way to contact the staff.
Cakewalk has always supported the current version of SONAR. Currently Cakewalk supports the current version of SONAR via email and phone call back.
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JohnrC
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Re: Cakewalk Support?
2016/06/07 11:56:37
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Thanks!
Apologies if I'm being thick, but if we're paying once (for Lifetime Updates) will Tech Support be available for life of product?
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scook
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Re: Cakewalk Support?
2016/06/07 12:01:30
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There has been no announcement regarding changes to the current support policy.
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fitzj
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Re: Cakewalk Support?
2016/06/07 18:28:46
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Private message one of the bakers online in this forum. They are wonderful and get things done pretty fast. I wont mention any names but I'm sure any of them will help you out if you have a problem.
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abacab
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Re: Cakewalk Support?
2016/06/07 18:51:58
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JohnrC
Thanks!
Apologies if I'm being thick, but if we're paying once (for Lifetime Updates) will Tech Support be available for life of product?
If you update to Platinum lifetime, then you should always have the current version of Sonar. Based on what scook said, Cakewalk has always supported the current version, and no changes to that policy have been announced. Sounds like a great deal to me!
DAW: CbB; Sonar Platinum, and others ...
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robert_e_bone
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Re: Cakewalk Support?
2016/06/07 19:15:19
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☄ Helpfulby gasp 2016/07/07 09:16:33
I recently assisted 3 different folks get some account/product issues resolved, by my sending some private messages to a couple of the Cakewalk staff - the forum members had not yet reached the minimum number of posts needed to be allowed to send/receive private messages.
All 3 folks ended up getting their issues resolved, within a couple of days or sooner. While that is no guarantee - I CAN tell you that they do try to get account issues resolved as quickly as they can -even though some issues still sometimes fall through the cracks.
You happen to be able to both send and receive your own Private Messages to forum members, and more importantly for these issues you face, to the Cakewalk staff.
I would suggest you construct a Private Message and send it off to 2 or 3 of the Cakewalk staff - I am not sure who would be the best people to suggest you reach, but you can see some of the staff members posting in several of the forums - usually up in the top sections of each forum, where they tend to place announcements pertinent to that forum - and you will see their names.
They ARE attempting to revamp their support infrastructure and process and at the moment it seems to have some significant issues with connecting users to support. I am quite sure they are aware of some rising frustration with some folks, and while nobody outside of the Cakewalk staff knows what they are working on with regard to the situation - I AM quite certain they know that keeping support access - particularly for purchasing/account issues, is critical for their business.
Please do post back after you get a response from any Private Message - and get some some resolution.
I do believe they will get these support issues worked out and back to being reasonably responsive, and I hope that this happens as quickly as possible.
Bob Bone
Wisdom is a giant accumulation of "DOH!" Sonar: Platinum (x64), X3 (x64) Audio Interfaces: AudioBox 1818VSL, Steinberg UR-22 Computers: 1) i7-2600 k, 32 GB RAM, Windows 8.1 Pro x64 & 2) AMD A-10 7850 32 GB RAM Windows 10 Pro x64 Soft Synths: NI Komplete 8 Ultimate, Arturia V Collection, many others MIDI Controllers: M-Audio Axiom Pro 61, Keystation 88es Settings: 24-Bit, Sample Rate 48k, ASIO Buffer Size 128, Total Round Trip Latency 9.7 ms
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robert1942
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Re: Cakewalk Support?
2016/12/03 19:05:44
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I have Music Creator 3 and suddenly I cannot play or record any projects. What do I do to fix this?
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chuckebaby
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Re: Cakewalk Support?
2016/12/03 19:13:43
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You should probably start your own thread as this doesn't really relate to this threads title.
Music Creator 3 was released in 2006. that was 10 years ago.
What OS are you using ?
System requirements are for Microsoft Windows XP.
So if you are using Windows 8 or higher, I would think your out of luck.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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Brando
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Re: Cakewalk Support?
2016/12/03 19:41:01
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Brando
Cakewalk, Studio One Pro, Reaper Presonus Audiobox 1818VSL ASUS Prime Z370-A LGA1151, 32GB DDR4, Intel 8700K i7, 500 GB SSD, 3 x 1TB HDD, Windows 10 Pro 64
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robert1942
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Re: Cakewalk Support?
2016/12/03 19:59:24
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I cannot play or record any of my projects. I am using Music Creator 3 and Windows xp.
How can I fix this?
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chuckebaby
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Re: Cakewalk Support?
2016/12/03 21:00:25
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robert1942
I cannot play or record any of my projects. I am using Music Creator 3 and Windows xp.
How can I fix this?
well first, give a little bit more info. like what do you mean you cant play them. - do they open but wont make audible noise ? - Will they not open at all ? - is there a message when trying to pen them ? - Did the projects work recently but then just stop ? Remember the more info the better. soundcard, OS (Windows XP) Didn't you also mention in another thread 2 days ago you are using Music creator 7 ? http://forum.cakewalk.com/Silent-Buses-Detected-m3521400.aspx The system requirements for MC 7 is Windows 7 or 8.1.
Windows 8.1 X64 Sonar Platinum x64 Custom built: Asrock z97 1150 - Intel I7 4790k - 16GB corsair DDR3 1600 - PNY SSD 220GBFocusrite Saffire 18I8 - Mackie Control
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robert1942
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Re: Cakewalk Support?
2016/12/03 21:34:06
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They open but the vertical bar does not move. Also, when I hit the record button on the track, it does not turn red. When I hit the spacebar to play, the vertical bar doesn't move. No message pops up. Now, the gruesome history - I was victimized by a scam that crippled the computer last Wednesday. I took it to a local Computer Repair Store and was told that he wouldn't work on Windows xp because they are no longer protected by Microsoft. He set me up with a new computer with the OS Windows 7 and Music Creator 3 was non-compatible so they downloaded MC7 - which I hated!! After repeated attempts to rectify the situation, I called another shop and asked if they could protect xp. They said yes, so, in desperation, I got my old computer back (and all my money, I'm happy to say) and brought it to the second shop. Everything looked fine but when I got it home, - no play and no record. I hope this is enough info. If not, let me know if you need anything else from me (and thank you for your quick responses).
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abacab
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Re: Cakewalk Support?
2016/12/03 21:53:17
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robert1942
They open but the vertical bar does not move. Also, when I hit the record button on the track, it does not turn red. When I hit the spacebar to play, the vertical bar doesn't move. No message pops up. Now, the gruesome history - I was victimized by a scam that crippled the computer last Wednesday. I took it to a local Computer Repair Store and was told that he wouldn't work on Windows xp because they are no longer protected by Microsoft. He set me up with a new computer with the OS Windows 7 and Music Creator 3 was non-compatible so they downloaded MC7 - which I hated!! After repeated attempts to rectify the situation, I called another shop and asked if they could protect xp. They said yes, so, in desperation, I got my old computer back (and all my money, I'm happy to say) and brought it to the second shop. Everything looked fine but when I got it home, - no play and no record. I hope this is enough info. If not, let me know if you need anything else from me (and thank you for your quick responses).
You know I hate to say this, I love XP ... but he's dead, Jim!!! https://www.youtube.com/watch?v=3at_Ev2kOoI I have an old laptop with XP and an unsupported version of Sonar installed. It still works, but I don't expect any support if it doesn't. All I can recommend is that you run a supported operating system, and a version of Cakewalk that is certified to work on that operating system. If you want support ... ???
DAW: CbB; Sonar Platinum, and others ...
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