w1ldrover
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Support seems to be ignoring me
How long is it reasonable to wait for a response from support? They acknowledged my question and gave me a case number 8 days ago but since then - zilch
Maybe someone on here can help ... I downloaded Platinum and installed it but when I went to run it a pop-up informed me that the program had stopped working ... it never even started working!!! ... I uninstalled it and did a clean install but still get the same problem ... any ideas?
I'm running windows 10
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Bristol_Jonesey
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Re: Support seems to be ignoring me
2016/05/13 17:15:32
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We need a bit more information that just "Windows 10"
Consider putting all the relevant detail about your system in your signatures like a lot of use have done - it saves having to answer the same questions over & over again.
Full computer spec
Interface
Driver / Mode
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,
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w1ldrover
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Re: Support seems to be ignoring me
2016/05/13 19:37:15
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Thanks for that ... but any ideas about my problem?
post edited by w1ldrover - 2016/05/13 20:06:31
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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dwardzala
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Re: Support seems to be ignoring me
2016/05/13 20:07:16
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Your problem is something isn't playing nice between your computer, your soundcard/interface, windows 10 and Sonar. We need some more information about your computer specs (memory, CPU, drivers, interface, etc.) in order to help diagnose your problem.
Have you tried call back support?
DaveMain Studio- Core i5 @2.67GHz, 16Gb Ram, (2) 500Gb HDs, (1) 360 Gb HD MotU Ultralite AVB, Axiom 49 Midi Controller, Akai MPD18 Midi Controller Win10 x64 Home Sonar 2017.06 Platinum (and X3e, X2c, X1d) Mobile Studio - Sager NP8677 (i7-6700HQ @2.67MHz, 16G Ram, 250G SSD, 1T HD) M-Box Mini v. 2 Win 10 x64 Home Sonar 2016.10 Platinum Check out my original music: https://soundcloud.com/d-wardzala/sets/d-wardzala-original-music
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promidi
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Re: Support seems to be ignoring me
2016/05/13 20:22:25
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Is your machine fully patched (all possible updates installed) and all hardware drivers up to date? When you check your hardware drivers, go to the manufacturers websites rather than relying on Windows update. Check the Windows event viewer for any disk errors (You're mainly looking for bad blocks).
Windows 10 64bit fully patched, 16 gig ram . PCR-800 Controller. (Working in Win 10 1809 64bit)CPU: i5 4670. Video: Nvidia GTX560ti (latest drivers). Audio IF: Focusrite 2i2 2nd Gen
Internet always on.
Software: Cakewalk by Bandlab (2018.09 B29)
ASIO mode. 24bit 48khz 256 samples Rapture Pro, AAS GS2, VS-3, EP-4, VA-2, Chromophone 2, Z3TA+ 2, Addictive drums 2, Addictive Keys, Mpowersynth (latest), Iris 2, GPO5, Sampletank 3,
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w1ldrover
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Re: Support seems to be ignoring me
2016/05/14 02:31:11
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I tried callback support but where it says click a date below there are no dates listed
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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karhide
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Re: Support seems to be ignoring me
2016/05/14 02:50:06
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Hi w1ldrover,
Don't know anything about the support system but if you give the spec of your machine and the audio interface you are using there are plenty of people around here that will try to help you.
Studio: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 32GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace UFX - Focusrite OctoPre MK II - Audient Mico Mobile: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 8GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace 400 Mobile2: Cakewalk by Bandlab Intel Core i7 8GB RAM 256 GB System Drive Windows 10 64 bit http://www.karhide.co.uk/https://karhide.bandcamp.com
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w1ldrover
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Re: Support seems to be ignoring me
2016/05/14 02:52:39
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I have the specs in my signature ... is it not showing on these posts? ... it is at my end
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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karhide
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Re: Support seems to be ignoring me
2016/05/14 02:56:40
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I see you have just posted your specs are you trying to use the Roland or the Wharefdale as the audio interface?
I don't anything about using those two devices but are the drivers up to date?
Studio: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 32GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace UFX - Focusrite OctoPre MK II - Audient Mico Mobile: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 8GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace 400 Mobile2: Cakewalk by Bandlab Intel Core i7 8GB RAM 256 GB System Drive Windows 10 64 bit http://www.karhide.co.uk/https://karhide.bandcamp.com
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w1ldrover
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Re: Support seems to be ignoring me
2016/05/14 03:16:21
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Using the Wharfedale and is up to date
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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karhide
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Re: Support seems to be ignoring me
2016/05/14 03:30:12
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Does it have ASIO drivers?
Studio: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 32GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace UFX - Focusrite OctoPre MK II - Audient Mico Mobile: Sonar Platinum/Cakewalk by Bandlab Intel Core i7 8GB RAM Samsung Evo 1TB system drive Windows 10 64bit - RME FireFace 400 Mobile2: Cakewalk by Bandlab Intel Core i7 8GB RAM 256 GB System Drive Windows 10 64 bit http://www.karhide.co.uk/https://karhide.bandcamp.com
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w1ldrover
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Re: Support seems to be ignoring me
2016/05/14 03:36:25
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No it doesn't, it's MME .... Sonar Professional ran without any isues ... it's just now I've installed Platinum that I get the pop-up saying that the program has stopped working .... so Platinum has never run on my system
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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chuckebaby
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Re: Support seems to be ignoring me
2016/05/14 20:36:50
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w1ldrover
No it doesn't, it's MME .... Sonar Professional ran without any isues ... it's just now I've installed Platinum that I get the pop-up saying that the program has stopped working .... so Platinum has never run on my system
are you using a driver with the roland mobile ? or is that just being used for a control surface ? http://www.rolandus.com/support/by_product/mobile_studio_canvas/updates_drivers/350826 and is there a reason your not running ASIO ? MME is like 1800's in the digital audio world unless your simply mixing. if both those units are working on usb at the same time it could create issues. though what was the last version of sonar you were running before you installed platinum ?
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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chuckebaby
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Re: Support seems to be ignoring me
2016/05/14 20:38:49
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w1ldrover
Using the Wharfedale and is up to date
im confused here...up to date on what ? does this use a driver ? I thought it didn't. which in most cases they suggest Asio4all. ""The CONNECT mixer is fully class compliant and requires no drivers when used with modern operating systems. Mac OSX, Windows XP, Vista and 7 will require no additional driver software."" this devise is not supported in windows 10. that could be your problem right there.
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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w1ldrover
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Re: Support seems to be ignoring me
2016/05/15 14:10:34
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appreciate all the responses ... I now only have the wharedale pro connected and I only use it as a mixer ... Sonar Pro works fine with it ... To reiterate my problem .... Sonar Platinum ha never run on my system because when I launch it I get a pop up saying the program has stopped working ...
Processor Intel(R) Core(TM) i5-2310 CPU @ 2.90GHz, 2901 Mhz, 4 Core(s), 4 Logical Processor(s) / 8Gb Ram / Win 10 / Roland Mobile Studio Canvas SD 50 / Wharefdale Pro Connect 1202FXUSB / Sonar Platinum
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Bristol_Jonesey
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Re: Support seems to be ignoring me
2016/05/15 15:09:00
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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,
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jpetersen
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Re: Support seems to be ignoring me
2016/05/15 15:35:16
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Sounds similar to the problem I just had.
What happens if you play a sound file using the standard Windows Media Player?
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kitekrazy1
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Re: Support seems to be ignoring me
2016/05/15 17:32:01
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Your issues are with the hardware vendors. You could always install a demo of Reaper and see if it works before blaming it on the software.
Get the Roland unit running first since it has drivers. The worst scenario is the mixer could be run without it as a USB device. MME is very old. Some software refuse to run certain drivers. I have an old Terratec card where Reason refuses to use it's ASIO drivers (Vista 64 beta).
Sonar Platinum, W7 Pro 32GB Ram, Intel i7 4790, AsRock Z97 Pro 4, NVidia 750ti, AP2496 Sonar Platinum, W7 Pro, 16GB Ram, AMD FX 6300, Gigabyte GA 970 -UD3 P, nVidia 9800GT, Guitar Port, Terratec EWX 2496
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ampfixer
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Re: Support seems to be ignoring me
2016/05/15 17:56:18
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AFAIK the only difference between professional and Platinum is the bundled plug ins. There should be no difference. However, if you are moving from X3 Professional to the current version of Platinum there are differences in several areas.
Regards, John I want to make it clear that I am an Eedjit. I have no direct, or indirect, knowledge of business, the music industry, forum threads or the meaning of life. I know about amps. WIN 10 Pro X64, I7-3770k 16 gigs, ASUS Z77 pro, AMD 7950 3 gig, Steinberg UR44, A-Pro 500, Sonar Platinum, KRK Rokit 6
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rontarrant
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Re: Support seems to be ignoring me
2016/05/15 18:08:23
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The only approach to take with support is to submit the ticket and go do something else. Last time I submitted a ticket, I'd forgotten I'd submitted one by the time I got a response (and without checking, I can't tell you how long it took, but it was at least several weeks, maybe even a couple of months).
But be assured they do get back to you. Either they are very short-staffed (and good help is hard to find) or they have a hell of a pile of tickets to get through.
-Ron T. ---------------------------------------------------------- MSI GE72 2QF-247US, 12 gb, Focusrite 6i6, AT-2020 ---------------------------------------------------------- Windows 10 x64, Sonar Platinum
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chuckebaby
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Re: Support seems to be ignoring me
2016/05/15 23:12:17
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jpetersen
Sounds similar to the problem I just had.
What happens if you play a sound file using the standard Windows Media Player?
I was just about to say that. you had a very similar issue you solved by disabling your onboard audio, HD, Exc in devise manager correct ? smells the same here.
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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RexRed
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Re: Support seems to be ignoring me
2016/05/16 03:58:22
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Unplug your audio interface and try to use your built in audio if you have any, see if the problem persists. Check your device manager and see if there are other audio devices like cameras and graphics card audio, disable them. Run the plug in manager and try to disable any plugins that may not belong that were installed by other apps. It is probably a plugin that Platinum does not like running. Unplug printers and any other devices too. If you have Sonar pro also installed the two may be conflicting with shared files and plugins.
post edited by RexRed - 2016/05/16 04:20:18
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