MannyNY
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X1 - no support and no response from Cakewalk
I have been waiting 10 days to get a response from the support person regarding a problem I am having with X1. I realize no phone support is available for this version but twice I have tried to get email support and there isn't any. Has the email support been dropped as well?
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robert_e_bone
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Re: X1 - no support and no response from Cakewalk
2013/12/25 09:16:02
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Perhaps your issue is something the folks here in the forum can help you get resolved, or possibly a work-around may exist.
Can you please detail your issue(s)? Please also list your system's specifications (you can look at mine at the bottom of my post). You would add that info to the 'footer' of your profile.
Anyways, hopefully we can help you.
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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cowboydan
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Re: X1 - no support and no response from Cakewalk
2013/12/25 09:34:15
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Wouldnt it be great if Cake would get 2 or 3 almost retired bakers to tweak X1 and X2 for the purpose of getting a big X trio from Cakewalk. That way which ever version you use you will get the best DAW.
I believe in fairy tales. I hope Cake does too.
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Splat 
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Re: X1 - no support and no response from Cakewalk
2013/12/25 11:36:01
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MannyNY
I have been waiting 10 days to get a response from the support person regarding a problem I am having with X1. I realize no phone support is available for this version but twice I have tried to get email support and there isn't any. Has the email support been dropped as well?
> I realize no phone support is available for this version Curious - How do you know this? I asked that question not so long ago... when does support run out for these products? 1 year, 2 years? 3 years Seems to imply it went on forever which is hardly feasible, I would really like to know the official line here.... cheers
post edited by CakeAlexS - 2013/12/26 00:53:40
Sell by date at 9000 posts. Do not feed. @48/24 & 128 buffers latency is 367 with offset of 38. Sonar Platinum(64 bit),Win 8.1(64 bit),Saffire Pro 40(Firewire),Mix Control = 3.4,Firewire=VIA,Dell Studio XPS 8100(Intel Core i7 CPU 2.93 Ghz/16 Gb),4 x Seagate ST31500341AS (mirrored),GeForce GTX 460,Yamaha DGX-505 keyboard,Roland A-300PRO,Roland SPD-30 V2,FD-8,Triggera Krigg,Shure SM7B,Yamaha HS5.Maschine Studio+Komplete 9 Ultimate+Kontrol Z1.Addictive Keys,Izotope Nectar elements,Overloud Bundle,Geist.Acronis True Image 2014.
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Splat
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Re: X1 - no support and no response from Cakewalk
2013/12/25 11:37:01
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cowboydan
Wouldnt it be great if Cake would get 2 or 3 almost retired bakers to tweak X1 and X2 for the purpose of getting a big X trio from Cakewalk. That way which ever version you use you will get the best DAW.
I believe in fairy tales. I hope Cake does too.
I'm sorry to say... dream on..... It will never happen sorry... Cake will always direct their support and developer and $$$ to the latest version (they don't have the resources like Microsoft and Apple do).
Sell by date at 9000 posts. Do not feed. @48/24 & 128 buffers latency is 367 with offset of 38. Sonar Platinum(64 bit),Win 8.1(64 bit),Saffire Pro 40(Firewire),Mix Control = 3.4,Firewire=VIA,Dell Studio XPS 8100(Intel Core i7 CPU 2.93 Ghz/16 Gb),4 x Seagate ST31500341AS (mirrored),GeForce GTX 460,Yamaha DGX-505 keyboard,Roland A-300PRO,Roland SPD-30 V2,FD-8,Triggera Krigg,Shure SM7B,Yamaha HS5.Maschine Studio+Komplete 9 Ultimate+Kontrol Z1.Addictive Keys,Izotope Nectar elements,Overloud Bundle,Geist.Acronis True Image 2014.
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cowboydan
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Re: X1 - no support and no response from Cakewalk
2013/12/26 00:28:58
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Splat
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Re: X1 - no support and no response from Cakewalk
2013/12/26 00:31:41
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Sell by date at 9000 posts. Do not feed. @48/24 & 128 buffers latency is 367 with offset of 38. Sonar Platinum(64 bit),Win 8.1(64 bit),Saffire Pro 40(Firewire),Mix Control = 3.4,Firewire=VIA,Dell Studio XPS 8100(Intel Core i7 CPU 2.93 Ghz/16 Gb),4 x Seagate ST31500341AS (mirrored),GeForce GTX 460,Yamaha DGX-505 keyboard,Roland A-300PRO,Roland SPD-30 V2,FD-8,Triggera Krigg,Shure SM7B,Yamaha HS5.Maschine Studio+Komplete 9 Ultimate+Kontrol Z1.Addictive Keys,Izotope Nectar elements,Overloud Bundle,Geist.Acronis True Image 2014.
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MannyNY
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Re: X1 - no support and no response from Cakewalk
2013/12/26 10:14:18
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CakeAlexS
MannyNY
I have been waiting 10 days to get a response from the support person regarding a problem I am having with X1. I realize no phone support is available for this version but twice I have tried to get email support and there isn't any. Has the email support been dropped as well?
> I realize no phone support is available for this version
Curious - How do you know this?
I asked that question not so long ago... when does support run out for these products? 1 year, 2 years? 3 years Seems to imply it went on forever which is hardly feasible, I would really like to know the official line here.... cheers
On the Contact Cakewalk support page, they mention that phone support is limited to specific versions- they state which versions have phone support. They don't even have my version of X1 shown as something that exists (X1 Producer) . Not the end of the world, but a bit frustrating. My problem was related to MP3 Encoding. It worked fine in Sonar 8 (I had purchased the encoder from cakewalk). It worked briefly in X1. My PC crashed and I reloaded everything (in addition to reloading - I started using Win 7 where previously I'd used XP), I reloaded X1 and now I get a message "call cakewalk to unlock the encoder". Of course I can't get phone support because it requests the serial number of your version - which must be X2 or X3. A bit of a "catch 22" scenario. I was left with email suppport. All I get is an auto-response saying "they will get back to me". Which they do not. I've never a problem before, I am a bit surprised at how poorly their support is setup. I know there are other ways to generate MP3. I guess I figured it used to work, I'd paid for the encoder and they should be able to help. Doesn't seem like too much to expect. I'm not much of a tech guy and in truth, I will not spend day after day trying to get software sorted out by googling error codes, trying solutions that work "for some people", reloading, retrying etc. - a frustrating whay to spend my holiday time off. And on that note - Happy Holidays to you cakewalkers.
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scook
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Re: X1 - no support and no response from Cakewalk
2013/12/26 10:23:39
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Because you rebuilt the machine from the OS up, the mp3 encoder unlock program needs to be run again. Check your cakewalk store account for the unlock program. If you were running 32bit and now running 64bit SONAR you would need to contact Cakewalk to get the 64bit version of the unlock program.
If you call Cakewalk, I would be surprised if they hung up on you.
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Re: X1 - no support and no response from Cakewalk
2013/12/26 10:37:01
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We don't provide free Technical Support to SONAR X1 anymore, but we of course will always provide Customer Service for help with orders and issues of this nature. Manny I found your tickets and understand what you're running into. To share, there are two versions of the mp3 encoder based on what product you have. See here: http://www.cakewalk.com/Support/kb/reader.aspx/2007012947 You purchased the "MP3 Encoder" in the past which isn't compatible with SONAR X3. SONAR X3 needs the "MP3 Activation". Basically it's just a different installer. I'll follow up with you in your email so you can get it installed. Sorry for the delay on our part.
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MannyNY
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Re: X1 - no support and no response from Cakewalk
2013/12/26 18:41:43
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Ryan,
Thanks for getting involved. I just got home from work, loaded the link and everything is working fine. I do appreciate your help. Sure wish I'd gotten through to you sooner. Again, thanks.
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laz
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Re: X1 - no support and no response from Cakewalk
2014/02/17 11:58:10
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im with you manny! I cant get x1 as an option when I fill out the support questions!
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