robert_e_bone
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 10:31:31
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DaveWalton
Thank you guys very much for all the comments and such. I'll be happy to start another thread on the issue. It's a pretty straight-forward thing having to do with automation lanes containing midi. I have a set of steps to reproduce, would be interested to know if it get reproduced when others try it.
PS - I have the cakewalk.com domain in my safe whatever list on the spam filter (server-side spam filter).
Thank you for starting the additional thread on this issue - I didn't realize it had gotten started as I did not see any reference in here to it. I will take a look at whatever you posted there and if I can assist I will. 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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chuckebaby
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 10:38:33
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the only thing wrong with these threads is that there is a line.
I've been in that line before, you've been in that line before.
it gets frustrating to see others cut in that line.
does it not ?
if we all stomped our feet a few times and said cakewalk is ignoring me, we could fill up pages and pages of threads.
I waited 3 weeks one time. shame on me.
I learned the hard way, so now I just call.
calling gets me through, problem solved within an hour(well not always solved but you see what im saying)
for those outside of the states, well you have my sympathy's.
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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markyzno
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 11:14:01
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Someone lock the Sh*t out of this thread.
Rubbish.
Sonar Platinum 64 bit > Pro tools 10.3.2 >Intel i7 3770K > 16Gb Ram > Gigabyte Z77-D3H Motherboard> NVIDIA GeForce GTX 660 2 GB > ATi RADEON HD5700 > 240GB OCZ Agility 3 SSD> Win 10 home 64 bit> Delta 1010 > MOTU Audio Express > MA-15D's > NI Ultimate 9 > NI Kontrol S61 1.1 > NI MAschine Studio 2.3 / KORG MS-20 Mini - Arturia MicroBrute > KORG SQ1 - KORG Kaoss Pad KP3 > iPad and IO Dock 2 running various bits > Bunch of guitars >Sound Design on IMDB --
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spacey
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 11:28:15
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markyzno
Someone lock the Sh*t out of this thread.
Rubbish.
LOL +1 To bad the new forum didn't come with a flush handle that would send it somewhere besides the CH...never to be seen again.
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lawp
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 14:28:30
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maybe it should be a sticky? like: list your specs, defrag your hard drive, don't use free VSTs, don't use asio4all.... pffft
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wizard71
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 15:02:04
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If this is true I'm horrified to read that the support via email is so bad. Being from the UK, there is absolutely no chance I will be calling Boston. My free minutes don't work that way ;-)
Obviously the Europeans are a small percentage of the Cakewalk market which is fair enough, but one of the guys from cake mentioned recently that in the past, they tried a 'paid' support service which died a horrible death. I'm sure this would work if the price was right if and if it were implemented in the right way, especially for those of us that rely on email as a means of contact. If it wasn't for this forum most of us Brits etc would be in a real state, waiting for an answer, especially with those waiting times.... Or is this the exception rather than the rule?
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Beepster
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 15:08:49
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Some people have mentioned that Roland UK will try to help with Cakewalk related issues.
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 15:13:40
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It's NOT the common trend for people to have to wait long to get email replies. Basing this off of hearsay isn't really going to give you an accurate assessment. Most customers get replies within the same day or next business day. Also, we often get these types of complaints from people who don't fill out the proper form, or blindly email our addresses versus using the forms which puts them way at the end of the line. Overall, most cases are actually replied to pretty quickly.
With that being said, sometimes support tickets do slip through the cracks. I was able to locate the ticket that came in last Tuesday, which looks like we didn't get to prior to the holiday weekend.
DaveWalton, I'm really sorry for the delay. I've assigned one of our guys to look into your case today.
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DaveWalton
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/08 15:16:08
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DaveWalton
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 09:29:06
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I did get a reply from tech support. I think they saw this thread and then took a look. My "ticket" or whatever you'd call it just kind of fell through the cracks a bit.
As it turns out, it is a reproducible bug. It doesn't happen when rendering using fast bounce (for whatever reason) but apparently only happens using real time bounce/render.
Anyway, thanks to the Cakewalk support folks for following up on this!
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The Maillard Reaction
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 09:48:42
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Thanks for the update.
all the best,
mike
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Teksonik
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 10:05:25
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Beepster
If the folks here on the forum and at tech support hadn't asked for my system specs I would have a $2000 paperweight right now. It is called troubleshooting. Once you eliminate hardware issues as the source of a problem then you can move on to diagnosing configuration issues and THEN the software itself. How many times have we seen threads posted where the user submits a plethora of problems only to find out 30 posts later they don't even have an interface or they are running outdated hardware, OS or drivers? This is standard tech support procedure. Getting insulted when asked for that info is just bizarre. You want to get your DAW working. We want to get your DAW working and Cakewalk DEFINITELY wants to get your DAW working. What's the big deal of providing any potentially helpful info? By refusing to you only hurt yourself.
Not trying to be a jerk but it's very insulting to be attacked for trying to offer the best answers possible.
Yea Yea I get all that......giving your specs to the official support team is standard procedure. I'm on several software Beta Test teams so I get the concept of system specific issues. But many many times I've helped people on other forums and didn't know a thing about their "system specs". In some cases it's certainly helpful to know but like I said there is a fixation here you don't see on other DAW forums.......maybe the user bases are just different. For example in this thread people were calling for system specs before even knowing what the issue was....that's not called proper troubleshooting. Ascertain the problem first then determine if the issue could be system specific: Bigger problem; you haven't listed your system specs and you contacted official support before letting the forum get first crack at trying to figure out what your system specs are. "Bigger problem" ? Really ? I found that post a bit over the top and to be honest a bit arrogant which prompted my response. Ok whatever it was just an observation of an odd fixation over system specs here that I don't see on other DAW forums and certainly not an "attack". Certainly not a big deal....so please do carry on......peace.
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Teksonik
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 10:07:05
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DaveWalton
I did get a reply from tech support. I think they saw this thread and then took a look. My "ticket" or whatever you'd call it just kind of fell through the cracks a bit.
As it turns out, it is a reproducible bug. It doesn't happen when rendering using fast bounce (for whatever reason) but apparently only happens using real time bounce/render.
Anyway, thanks to the Cakewalk support folks for following up on this!
Interesting... a software bug unrelated to "system specs"......  Anyway glad you got it sorted........... 
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jb101
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 10:46:04
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☄ Helpfulby mike_mccue 2013/07/09 11:18:13
Teksonik
"Bigger problem" ? Really ? I found that post a bit over the top and to be honest a bit arrogant which prompted my response.Ok whatever it was just an observation of an odd fixation over system specs here that I don't see on other DAW forums and certainly not an "attack". Certainly not a big deal....so please do carry on......peace.
I did tell you about Mike. As we have seen, he can be helpful, but the overwhelming majority of his posts carry an agenda, and should not be taken at face value. They frequently provide dis-information, and are usually sarcastic. Most of the members here know his agenda, and interpret his posts in that light. I think it is a great shame, as he appears to have much that could, and occasionally does, positively contribute to this forum.
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Beepster
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Re: Wow... no customer support from Cakewalk even after sending info twice?
2013/07/09 12:13:52
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Teksonik
Beepster
If the folks here on the forum and at tech support hadn't asked for my system specs I would have a $2000 paperweight right now. It is called troubleshooting. Once you eliminate hardware issues as the source of a problem then you can move on to diagnosing configuration issues and THEN the software itself. How many times have we seen threads posted where the user submits a plethora of problems only to find out 30 posts later they don't even have an interface or they are running outdated hardware, OS or drivers? This is standard tech support procedure. Getting insulted when asked for that info is just bizarre. You want to get your DAW working. We want to get your DAW working and Cakewalk DEFINITELY wants to get your DAW working. What's the big deal of providing any potentially helpful info? By refusing to you only hurt yourself.
Not trying to be a jerk but it's very insulting to be attacked for trying to offer the best answers possible.
Well aside from a couple posters I find for the most part people don't ask for specs unless the problem is dropout, latency, crash, freeze, etc related. Basically things that are usually associated with hardware problems. Why you don't see it as much on other forums I do not know. Perhaps our user base is more computer literate. Perhaps Sonar isn't as compatible as some of the other DAWs... actually that would make sense because it seems HW manufacturers seem not to pay as much attention to what Cakewalk is up to. Whatever the reason lots of problems have been solved because of it. That's a good thing. Like I said, I would have been screwed if people hadn't started bringing up hardware problems. In all my research while building my DAW I had not once seen the bridge vs. native legacy PCI problem. As soon as I explained what was up I had like three different people mention it which was then confirmed by Cake tech support. It solved everything pretty much immediately.
What is really strange to me is why it upsets people so much to be asked for the info.
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