AdamGrossmanLG
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Submitting Problem Reports - Black Hole
Hello,
I was just wondering - is it normal to see: "Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further." 2 months after you submit a problem report?
Is there something that I still need to do?
Thank You,
Adam
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Doktor Avalanche 
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Re: Submitting Problem Reports - Black Hole
2015/05/19 11:48:21
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Did you reply to their query? (Usually their question and your reply is written at the bottom of problem report).
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AdamGrossmanLG
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Re: Submitting Problem Reports - Black Hole
2015/05/19 12:00:45
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there is no query. 
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 12:47:53
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I suggest you click on "Provide more info", and ask them what they want.
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williamcopper
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Re: Submitting Problem Reports - Black Hole
2015/05/19 12:50:06
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Looks like classic customer service: make it look as though you, the reporter, failed to give the right info and file it under "out of sight and out of mind".
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 12:52:03
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Nothing like poo poo assumptions and assuming the very worst. It could be as simple as a lazy click at their end, and mistakes never ever happens right? The reality is nobody knows so please respond to Cakewalk anyway.
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 12:56:21
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williamcopper
Looks like classic customer service: make it look as though you, the reporter, failed to give the right info and file it under "out of sight and out of mind".
BTW if this was actually true the issue would be closed. If it's set like this the issue still remains open.
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mettelus
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Re: Submitting Problem Reports - Black Hole
2015/05/19 15:50:03
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Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 15:53:20
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mettelus
Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.
Sorry not true, please check the screenshot in #3 for the actual definition (in green)... They are expecting a response of some sort. Cheers...
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AdamGrossmanLG
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Re: Submitting Problem Reports - Black Hole
2015/05/19 16:20:16
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but what are they expecting? they never wrote back or posed a question?
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Susan G
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Re: Submitting Problem Reports - Black Hole
2015/05/19 16:23:43
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Doktor Avalanche
mettelus
Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.
Sorry not true, please check the screenshot in #3 for the actual definition (in green)...
They are expecting a response of some sort.
Cheers...
Hi- I also had a ticket with the "Awaiting Reply" status and wondered what info they still required. Joe Connor [Cakewalk] replied here http://forum.cakewalk.com/FindPost/3203344 Just stepped in to say - the "Awaiting Reply" status reflects that there has been a message sent from your end via the Problem Report, and is awaiting a reply from us. Hope that clears up some confusion! -Susan
2.30 gigahertz Intel Core i7-3610QM; 16 GB RAMWindows 10 x64; NI Komplete Audio 6.SONAR Platinum (Lexington) x64
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mettelus
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Re: Submitting Problem Reports - Black Hole
2015/05/19 18:24:01
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Doktor Avalanche
mettelus
Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.
Sorry not true, please check the screenshot in #3 for the actual definition (in green)...
They are expecting a response of some sort.
Cheers...
Ouch, I stand corrected. In the past I have always been emailed directly (I wonder when this changed). Then again, I have had reports "Submitted to development" (a few years old now) that I lost track of (last checked them a year ago), so my "care factor" went through the floor submitting them. Edit: Although I still feel Susan's reply is more accurate... since the link also "allows" for more feedback to be given (i.e. you can append the report at any time). I believe that section is still there even for ones "Submitted do Development," is it not? Edit 2: I dug up the three oldest I have record of and they were all updated to "Status Changed" with no option to update. All three were made just after X3's release. Morbid curiosity got me... My most recent (automatic crash report) from 10/23/14 still has a Status of "Awaiting Review" Two manually submitted on 3/20/15 - one with "Awaiting Review" and the other's status is "New" Just FYI really, take it for what it is worth.
post edited by mettelus - 2015/05/19 18:52:30
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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mettelus
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Re: Submitting Problem Reports - Black Hole
2015/05/19 18:26:01
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Back to topic... Adam, you documented that well within that one thread. Did you link that in the report you gave them? If not, I would simply submit that since it had steps to reproduce and observed behavior (with screenshots).
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 21:56:56
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alewgro
but what are they expecting? they never wrote back or posed a question?
Loop de loop... #4
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/19 22:03:13
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Well if this is true... Just stepped in to say - the "Awaiting Reply" status reflects that there has been a message sent from your end via the Problem Report, and is awaiting a reply from us. Hope that clears up some confusion! and yet #3 states...
"Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further."
Wow that's a direct contradiction!!! @alewgro - When you respond I suggest you ask them to clean up this complete confusion. Point them to this thread. For the moment I take what the problem report actually says in the screenshot unless told otherwise. You can only go on what the form tells you. 
post edited by Doktor Avalanche - 2015/05/19 22:10:40
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SquireBum
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Re: Submitting Problem Reports - Black Hole
2015/05/19 23:45:38
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alewgro
I was just wondering - is it normal to see: "Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further." 2 months after you submit a problem report?
Is there something that I still need to do?
When I have a Problem Report that is critical to my workflow that sits for a month or more at either " New" or " Awaiting Reply", I use the Contact Technical Support form ( http://www.cakewalk.com/Contact/TechnicalSupport) and inform Tech Support that my Problem Report has been sitting for " X" period of time and ask if they require additional information from me to help move it along. Historically, I have rec'd a response in a day or two from Tech Support and the Problem Report is updated. The update may not always be the desired outcome ("Feature request" or "Working as intended"), but at least it is addressed and I can move on. -- Ron
post edited by SquireBum - 2015/05/20 11:50:37
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mettelus
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Re: Submitting Problem Reports - Black Hole
2015/05/20 01:06:25
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Doktor Avalanche
and yet #3 states...
"Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further."
Wow that's a direct contradiction!!!
Had to boldface the rest of that statement of critical importance, especially the " or".... Quick refresher for those that may have forgotten....
ASUS ROG Maximus X Hero (Wi-Fi AC), i7-8700k, 16GB RAM, GTX-1070Ti, Win 10 Pro, Saffire PRO 24 DSP, A-300 PRO, plus numerous gadgets and gizmos that make or manipulate sound in some way.
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subtlearts
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Re: Submitting Problem Reports - Black Hole
2015/05/20 04:58:14
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Oh that brings back memories! So cool! Killer playing and such soulful singing. Wicked cool. EDIT: a quick search reveals: Written by Bob Dorough, performed by Jack Sheldon, Terri Morel and Mary Sue Berry... no mention of the band, alas, these things so often go unnoticed and underappreciated. So it goes.
post edited by subtlearts - 2015/05/20 05:07:12
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Susan G
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Re: Submitting Problem Reports - Black Hole
2015/05/20 05:07:27
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Hi-
I definitely think Cakewalk could improve on the "Status" updates. The status of one of my CWBRNs has been "Status Changed" since early April and the message is: "This means that one of our automatic processes reviewed your report and submitted files and has passed additional details onto our development team. Once a human investigates the issue further your report will be updated again if we require additional information from you."
I guess I'll contact them about that one.
The "Awaiting Reply" status is very confusing, since it can mean (according to Cakewalk; see above) that CW is awaiting a reply from the submitter or vice versa. All it would take to clear that up is "Awaiting Reply from Cakewalk" and "Awaiting Reply from User" to differentiate who's awaiting a reply from whom.
I also think (and it's been suggested before) that CWBRN numbers should be included in the bug fix list when possible. Submitting a detailed bug report isn't necessarily a trivial exercise! It would make it much easier for users to see if their bugs were addressed.
@Adam- Was the report that you posted an image of the one you're talking about from 2 months ago? The last update shown there is 5/13/2015.
-Susan
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/20 09:24:08
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Susan G
I also think (and it's been suggested before) that CWBRN numbers should be included in the bug fix list when possible. Submitting a detailed bug report isn't necessarily a trivial exercise! It would make it much easier for users to see if their bugs were addressed.
+1. I wonder though if not including CWBRN is being done my design for some weird reason, firstly I have mentioned it before and didn't get anywhere, and secondly because we did get them with patches before Platinum... I can't see why they would change it otherwise. I entirely agree people, who spend time filing problem reports and reproducing issues, should be getting adequate feedback in return. I would even go as far to say a comment in the problem reports forums for each issue implemented from QA would improve customer relations no end (more communication in that forum please!).
post edited by Doktor Avalanche - 2015/05/20 09:34:48
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Doktor Avalanche
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Re: Submitting Problem Reports - Black Hole
2015/05/20 16:33:40
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I just got a problem reports issue in that was:
* Easily reproduced by everybody in problem reports forum.
* I gave a URL link to it in the problem report.
* I supplied clear and very easy steps.
* The problem reporter states the reproducibility is "reproducible".
* and yet the status of the problem report has updated to “Contact Tech Support”.....
However it's a clear black and white issue...
I've PM'd Noel for comment. I'm not going to discuss the specifics as I don't want to add noise.
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AdamGrossmanLG
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Re: Submitting Problem Reports - Black Hole
2015/05/20 16:35:00
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