jsg
Max Output Level: -69 dBFS
- Total Posts : 1079
- Joined: 2003/11/20 04:54:18
- Location: San Francisco, California
- Status: offline
Attention all Sonar Users
Please, after confirming to the best of your knowledge that the bug you experience is not in fact user error, please, report it to Cakewalk using the problem reporter on the tech support contact page. If Sonar programmers don't know about a given bug, they cannot fix it, so please report it!!! Jerry www.jerrygerber.com
|
thefyn
Max Output Level: -88 dBFS
- Total Posts : 143
- Joined: 2010/03/05 11:10:55
- Status: offline
Re:Attention all Sonar Users
2011/06/13 10:54:16
(permalink)
Please Note: filling out this form will not put you in contact with a human.
It's a black hole. Most companies have them.
|
bitflipper
01100010 01101001 01110100 01100110 01101100 01101
- Total Posts : 26036
- Joined: 2006/09/17 11:23:23
- Location: Everett, WA USA
- Status: offline
Re:Attention all Sonar Users
2011/06/13 11:52:37
(permalink)
Actually, I have often received emails from real humans (including people I have met in person so I can therefore verify their humanity) in response to problem reports. What it does not guarantee is that the bugs you report will actually be fixed.
post edited by bitflipper - 2011/06/13 11:53:46
 All else is in doubt, so this is the truth I cling to. My Stuff
|
eternal85
Max Output Level: -84 dBFS
- Total Posts : 337
- Joined: 2006/08/20 09:44:59
- Location: CT
- Status: offline
Re:Attention all Sonar Users
2011/06/13 11:53:39
(permalink)
I second bitflipper ... I have contacted Tech Support with what I thought was a bug but they worked with me to confirm it was an intended behavior. They are pretty good guys
|
JoshWolfer
Max Output Level: -83 dBFS
- Total Posts : 372
- Joined: 2011/05/22 03:55:26
- Location: California, USA
- Status: offline
Re:Attention all Sonar Users
2011/06/13 12:09:32
(permalink)
Yup. I met Seth in San Francisco about a year ago. He's indeed real :).
Josh Wolfer - Big Dumb Monkey Productions - www.bigdumbmonkey.com (Twitter @bigdumbmonkeyp) Sonar 8.5.3 / X1b :: 2.8 Ghz core i7 :: 8GB ram :: V-Studio 700 C+R :: Maudio Profire 2626 (ADAT lightpipe into Vstudio)
|
thefyn
Max Output Level: -88 dBFS
- Total Posts : 143
- Joined: 2010/03/05 11:10:55
- Status: offline
Re:Attention all Sonar Users
2011/06/13 12:36:47
(permalink)
eternal85
I second bitflipper ... I have contacted Tech Support with what I thought was a bug but they worked with me to confirm it was an intended behavior. They are pretty good guys
The problem report is different to the tech support contact form.
|
thefyn
Max Output Level: -88 dBFS
- Total Posts : 143
- Joined: 2010/03/05 11:10:55
- Status: offline
Re:Attention all Sonar Users
2011/06/13 12:44:24
(permalink)
Ironically customer support just emailed me. 10 days after I submitted the customer support form (not tech related).
If it takes 10 days to respond to a customer question about billing, I don't hold out much hope for a bug report to be something that will impact me and my localized problems.
For the amount of money this stuff costs, and to not be a pirate and pay for a product, IMO for a customer to EXPECT slow/sometimes non exsistant support is a sign of the times.
With the amount of trouble this X1 release has caused, it is amazing they have not pushed every resource they could towards the bug reporting aspect.
The no refunds for downloadable content COMPOUNDS the customer support issue so some of us are in "stuck with it" land.
|
Bub 
Max Output Level: -3.5 dBFS
- Total Posts : 7196
- Joined: 2010/10/25 10:22:13
- Location: Sneaking up behind you!
- Status: offline
Re:Attention all Sonar Users
2011/06/13 12:54:50
(permalink)
I've contacted tech support via email on several occasions over the years. Never got a single reply. Not one.
I've reported 5 or 6 (?) bugs via the problem reporter and received replies back to all but 1 iirc. Some within a day, some it took 2 weeks.
"I pulled the head off Elvis, filled Fred up to his pelvis, yaba daba do, the King is gone, and so are you."
|
garrigus
Max Output Level: 0 dBFS
- Total Posts : 8599
- Joined: 2003/11/05 17:23:21
- Location: www.garrigus.com
- Status: offline
Re:Attention all Sonar Users
2011/06/13 13:24:13
(permalink)
|
JoshWolfer
Max Output Level: -83 dBFS
- Total Posts : 372
- Joined: 2011/05/22 03:55:26
- Location: California, USA
- Status: offline
Re:Attention all Sonar Users
2011/06/13 13:36:41
(permalink)
Thanks for the link. I was wondering where that is. I think I'll start reporting issues there.
One thing I've noticed in life is that the quality of the answers you receive are directly related to the quality of questions you ask. The point being that if you provide quality bug reports, you're more likely to get a response.
Josh Wolfer - Big Dumb Monkey Productions - www.bigdumbmonkey.com (Twitter @bigdumbmonkeyp) Sonar 8.5.3 / X1b :: 2.8 Ghz core i7 :: 8GB ram :: V-Studio 700 C+R :: Maudio Profire 2626 (ADAT lightpipe into Vstudio)
|
Bub
Max Output Level: -3.5 dBFS
- Total Posts : 7196
- Joined: 2010/10/25 10:22:13
- Location: Sneaking up behind you!
- Status: offline
Re:Attention all Sonar Users
2011/06/13 13:43:04
(permalink)
JoshWolfer
Thanks for the link. I was wondering where that is. I think I'll start reporting issues there.
One thing I've noticed in life is that the quality of the answers you receive are directly related to the quality of questions you ask. The point being that if you provide quality bug reports, you're more likely to get a response.
That's very true. One thing I started doing was, sending links to video captures I took of the problems I was having. Sometimes it's just easier to show someone what's happening then to try and explain it. :) I use Jing, and it's free. And the best thing is, it doesn't take over your PC so you can install it on your DAW. You have the option to have it run on startup or not.
"I pulled the head off Elvis, filled Fred up to his pelvis, yaba daba do, the King is gone, and so are you."
|
stevec
Max Output Level: 0 dBFS
- Total Posts : 11546
- Joined: 2003/11/04 15:05:54
- Location: Parkesburg, PA
- Status: offline
Re:Attention all Sonar Users
2011/06/13 14:01:16
(permalink)
One thing I've noticed in life is that the quality of the answers you receive are directly related to the quality of questions you ask. The point being that if you provide quality bug reports, you're more likely to get a response. Absolutely. Having worked in software tech support for 13+ years there's no question that the clearer and more concise reports almost always get a quicker response. When you have a backlog of issues and you see two issues; one that's completely vague and would obviously require time up-front just to establish a baseline, and another that you can dive right into, it's only human nature to choose the latter one. Not that the other issue(s) should never get a response, of course. And Bub's idea of using Jing is a good one. A video (of reasonable length) is often the best way to demonstrate a problem, though screen captures and clearly written text can also go a long way.
SteveC https://soundcloud.com/steve-cocchi http://www.soundclick.com/bands/pagemusic.cfm?bandID=39163 SONAR Platinum x64, Intel Q9300 (2.5Ghz), Asus P5N-D, Win7 x64 SP1, 8GB RAM, 1TB internal + ESATA + USB Backup HDDs, ATI Radeon HD5450 1GB RAM + dual ViewSonic VA2431wm Monitors; Focusrite 18i6 (ASIO); Komplete 9, Melodyne Studio 4, Ozone 7 Advanced, Rapture Pro, GPO5, Valhalla Plate, MJUC comp, MDynamic EQ, lots of other freebie VST plugins, synths and Kontakt libraries
|
Re:Attention all Sonar Users
2011/06/13 14:22:05
(permalink)
JoshWolfer
Yup. I met Seth in San Francisco about a year ago. He's indeed real :).
Am I real? I am real! (awaking from cybernetic hibernation and realizing self-awareness for the first time). As a few of you have said, there are indeed humans on the other end of those problem reports. We take them and log them in an internal tracking system. They then get sorted and worked on. With our limited resources it is not possible to respond first hand to every issue. Additionally, it can take some time to respond to emails. My apologies for that, but again, our resources are severely limited and the guys and gals we do have who work on these issues do work their tails off. That, I can assure you. :-) The best thing to do when filling out a problem report is to come up with a simple, repeatable recipe as to how to make your bug happen. If the devs can't reproduce the issue in-house then it can't get fixed. Basically, just include step by step instructions as to how you made things go haywire in the first place. And if needed, include s trimmed down project that just includes the bare elements of what makes things go wonky. Thanks, SP
|
sharpdion23
Max Output Level: -75 dBFS
- Total Posts : 784
- Joined: 2009/04/26 18:07:59
- Location: Vancouver, BC
- Status: offline
Re:Attention all Sonar Users
2011/06/13 14:29:48
(permalink)
Win7 pro 64bit*SonarX1 PE 64 bit* AMD Athlon(tm)64 X2 Dual Processor 6000+ 3.00 Ghz* 4GB Ram* 232GB HD* Cakewalk MA-15D* SPS-66 FireWire
Owner of Sonar 6 Studio* Sonar 7 PE * Sonar 8.0 PE * Sonar 8.5.3 PE * Sonar X1 PE *
Link to upload Screens: http://forum.cakewalk.com/tm.aspx?m=1592276 A lot of people are afraid of heights. Not me, I'm afraid of widths.
|
JoshWolfer
Max Output Level: -83 dBFS
- Total Posts : 372
- Joined: 2011/05/22 03:55:26
- Location: California, USA
- Status: offline
Re:Attention all Sonar Users
2011/06/13 15:42:44
(permalink)
Man... Why do I do things the hardway. Just watched some of that video. Beatscape would be perfect for adding little percussion elements to songs.
I tend to just program the percussion from scratch using Kontakt or battery.
Josh Wolfer - Big Dumb Monkey Productions - www.bigdumbmonkey.com (Twitter @bigdumbmonkeyp) Sonar 8.5.3 / X1b :: 2.8 Ghz core i7 :: 8GB ram :: V-Studio 700 C+R :: Maudio Profire 2626 (ADAT lightpipe into Vstudio)
|
rainmaker1011
Max Output Level: -77 dBFS
- Total Posts : 652
- Joined: 2008/06/06 13:34:53
- Location: Slovakia, EU
- Status: offline
Re:Attention all Sonar Users
2011/06/13 15:55:23
(permalink)
Seth Perlstein [Cakewalk
]
JoshWolfer
Yup. I met Seth in San Francisco about a year ago. He's indeed real :).
Am I real? I am real! (awaking from cybernetic hibernation and realizing self-awareness for the first time).
As a few of you have said, there are indeed humans on the other end of those problem reports. We take them and log them in an internal tracking system. They then get sorted and worked on. With our limited resources it is not possible to respond first hand to every issue.
Additionally, it can take some time to respond to emails. My apologies for that, but again, our resources are severely limited and the guys and gals we do have who work on these issues do work their tails off. That, I can assure you. :-)
The best thing to do when filling out a problem report is to come up with a simple, repeatable recipe as to how to make your bug happen. If the devs can't reproduce the issue in-house then it can't get fixed. Basically, just include step by step instructions as to how you made things go haywire in the first place. And if needed, include s trimmed down project that just includes the bare elements of what makes things go wonky.
Thanks,
SP
Hi Seth, Where can we file a bug (feature request) report on the Report a problem system? :) I was filling out the Problem report today, and I entered a wrong step in the form. I wanted to change it, but there is no way to change/delete an once-entered step. So I had to re-file the whole thing again. Could you give us the option to remove/edit the entered steps? Thanks
Best Regards, Marek ------------------------ DAW: Sonar Platinum 64bit PE//C2D@3,0GHz//6GB 800MHz RAM//LCD 24'' Samsung //Focusrite Scarlett 8i6//Windows 10 Professional 64bit//Toontrack SD 2.4 x64//NI Scarbee Vintage Keys//NI Alicia's Keys//112db Redline Reverb//Voxengo plugins//EWQL Composer Cloud
|
cyphersuit
Max Output Level: -84 dBFS
- Total Posts : 339
- Joined: 2009/09/15 15:58:06
- Location: Germany
- Status: offline
Re:Attention all Sonar Users
2011/06/13 16:11:07
(permalink)
Submitted a bug and got a link to follow its status but the link sent me to the main page :(
|
Re:Attention all Sonar Users
2011/06/13 16:42:11
(permalink)
rainmaker1011
Seth Perlstein [Cakewalk
]
JoshWolfer
Yup. I met Seth in San Francisco about a year ago. He's indeed real :).
Am I real? I am real! (awaking from cybernetic hibernation and realizing self-awareness for the first time).
As a few of you have said, there are indeed humans on the other end of those problem reports. We take them and log them in an internal tracking system. They then get sorted and worked on. With our limited resources it is not possible to respond first hand to every issue.
Additionally, it can take some time to respond to emails. My apologies for that, but again, our resources are severely limited and the guys and gals we do have who work on these issues do work their tails off. That, I can assure you. :-)
The best thing to do when filling out a problem report is to come up with a simple, repeatable recipe as to how to make your bug happen. If the devs can't reproduce the issue in-house then it can't get fixed. Basically, just include step by step instructions as to how you made things go haywire in the first place. And if needed, include s trimmed down project that just includes the bare elements of what makes things go wonky.
Thanks,
SP
Hi Seth,
Where can we file a bug (feature request) report on the Report a problem system? :) I was filling out the Problem report today, and I entered a wrong step in the form. I wanted to change it, but there is no way to change/delete an once-entered step. So I had to re-file the whole thing again.
Could you give us the option to remove/edit the entered steps?
Thanks
Good question! That, I don't know, but I'll shoot the site admins an email about this.
|
cyphersuit
Max Output Level: -84 dBFS
- Total Posts : 339
- Joined: 2009/09/15 15:58:06
- Location: Germany
- Status: offline
Re:Attention all Sonar Users
2011/06/14 09:02:33
(permalink)
thefyn
Please Note: filling out this form will not put you in contact with a human.
It's a black hole. Most companies have them.
+1, i just experienced that myself.
|
NW Smith
Max Output Level: -79 dBFS
- Total Posts : 565
- Joined: 2006/05/08 16:01:48
- Location: Seattle, USA
- Status: offline
Re:Attention all Sonar Users
2011/06/14 09:14:19
(permalink)
thefyn
Ironically customer support just emailed me. 10 days after I submitted the customer support form (not tech related).
If it takes 10 days to respond to a customer question about billing, I don't hold out much hope for a bug report to be something that will impact me and my localized problems.
For the amount of money this stuff costs, and to not be a pirate and pay for a product, IMO for a customer to EXPECT slow/sometimes non exsistant support is a sign of the times.
With the amount of trouble this X1 release has caused, it is amazing they have not pushed every resource they could towards the bug reporting aspect.
The no refunds for downloadable content COMPOUNDS the customer support issue so some of us are in "stuck with it" land.
You have to call them - and when you do, they usually take care of you nicely. I can't believe how inept the email support is. I do customer support for a living and if I had a system like Cakewalk's in place, I would have been fired years ago. It's not exactly brain surgery to respond to customer email inquiries. I have been with Cakewalk since my 1st purchase of "Studio 8, through Pro Audio 9 and the various Sonars up to Producer X1. I love the software and am not going anywhere. But I can assure you they are potentially losing a lot of newer customers by not following through on the most basic email customer support. (If they are incapable of providing email support - they should get rid of it and do strictly phone support.)
|
Bristol_Jonesey
Max Output Level: 0 dBFS
- Total Posts : 16775
- Joined: 2007/10/08 15:41:17
- Location: Bristol, UK
- Status: offline
Re:Attention all Sonar Users
2011/06/14 10:23:07
(permalink)
JoshWolfer
Thanks for the link. I was wondering where that is. I think I'll start reporting issues there.
One thing I've noticed in life is that the quality of the answers you receive are directly related to the quality of questions you ask. The point being that if you provide quality bug reports, you're more likely to get a response.
Pretty much the same as on these forums isn't it. The guy who explains what the problem his, what he's tried to do to fix it and provides a full list of system specs is far more likely to get a response than the guy who says "I got no sound - why is Sonar so crap?" type of post.
CbB, Platinum, 64 bit throughoutCustom built i7 3930, 32Gb RAM, 2 x 1Tb Internal HDD, 1 x 1TB system SSD (Win 7), 1 x 500Gb system SSD (Win 10), 2 x 1Tb External HDD's, Dual boot Win 7 & Win 10 64 Bit, Saffire Pro 26, ISA One, Adam P11A,
|
Bristol_Jonesey
Max Output Level: 0 dBFS
- Total Posts : 16775
- Joined: 2007/10/08 15:41:17
- Location: Bristol, UK
- Status: offline
Re:Attention all Sonar Users
2011/06/14 10:26:59
(permalink)
I can't believe how inept the email support is. I do customer support for a living and if I had a system like Cakewalk's in place, I would have been fired years ago. It's not exactly brain surgery to respond to customer email inquiries. I can't really agree or disagree about Cakewalks perceived lack of response, as I've never had to contact them directly about anything (touches nearest piece of wood) But the one thing I DO know is that nobody here knows what sort of backlog of customer queries they have, what resources are available for support queries and whether or not there's a queuing system to which you automatically go to the bottom of upon submitting a query.
CbB, Platinum, 64 bit throughoutCustom built i7 3930, 32Gb RAM, 2 x 1Tb Internal HDD, 1 x 1TB system SSD (Win 7), 1 x 500Gb system SSD (Win 10), 2 x 1Tb External HDD's, Dual boot Win 7 & Win 10 64 Bit, Saffire Pro 26, ISA One, Adam P11A,
|