portesham
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How to get technical support
I submitted an online tech support request over a week ago, but haven't had any response.
I've searched the forum and support links, but the only phone numbers are US based. I found a link to 'our international support partners' but this just lists UK cakewalk product dealers.
Maybe I've missed something, but how do we get tech support in the UK?
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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Zargg
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Re: How to get technical support
2015/12/05 07:57:29
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Hi. Did you get a case number? If so, I would try mailing them again. I have good experience with support (I have only used mail), and they have gotten back to me in a matter of days. Maybe your mail got lost on the way.
Best of luck.
Ken Nilsen ZarggBBZWin 10 Pro X64, Cakewalk by Bandlab, SPlat X64, AMD AM3+ fx-8320, 16Gb RAM, RME Ucx (+ ARC), Tascam FW 1884, M-Audio Keystation 61es, *AKAI MPK Pro 25, *Softube Console1, Alesis DM6 USB, Maschine MkII Laptop setup: Win 10 X64, i5 2.4ghz, 8gb RAM, 320gb 7200 RPM HD, Focusrite Solo, + *
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robert_e_bone
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Re: How to get technical support
2015/12/05 07:59:10
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I am sorry I don't know the answer to your question - I was just wondering if there was any issues us forum folks might be able to help you resolve.
Thanks, after I get some sleep I will try to circle back to see if you had posted any issues in the forums, and if so, I will do my best to assist.
In any case, best of all of it to 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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portesham
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Re: How to get technical support
2015/12/05 09:09:49
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Yeh, I sent them another mail just before I posted..............not even an automated response so far.
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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Doktor Avalanche 
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Re: How to get technical support
2015/12/05 09:30:19
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Posting here just to make sure you aren't using the cakewalk problem reporter for support.
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mudgel
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Re: How to get technical support
2015/12/05 09:44:54
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portesham
I submitted an online tech support request over a week ago, but haven't had any response.
I've searched the forum and support links, but the only phone numbers are US based. I found a link to 'our international support partners' but this just lists UK cakewalk product dealers.
Maybe I've missed something, but how do we get tech support in the UK?
I don't think ere is any localised support. That would be why only US numbers are listed. It's been suggested that you tell us the problem. It wouldn't be the first time we've been able to help.
Mike V. (MUDGEL) STUDIO: Win 10 Pro x64, SPlat & CbB x64, PC: ASUS Z370-A, INTEL i7 8700k, 32GIG DDR4 2400, OC 4.7Ghz. Storage: 7 TB SATA III, 750GiG SSD & Samsung 500 Gig 960 EVO NVMe M.2. Monitors: Adam A7X, JBL 10” Sub. Audio I/O & DSP Server: DIGIGRID IOS & IOX. Screen: Raven MTi + 43" HD 4K TV Monitor. Keyboard Controller: Native Instruments Komplete Kontrol S88.
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portesham
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Re: How to get technical support
2015/12/05 09:48:43
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I submitted this form. "We answer most questions within two to three business days" it says.
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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portesham
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Re: How to get technical support
2015/12/05 10:00:22
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mudgel
portesham
I submitted an online tech support request over a week ago, but haven't had any response.
I've searched the forum and support links, but the only phone numbers are US based. I found a link to 'our international support partners' but this just lists UK cakewalk product dealers.
Maybe I've missed something, but how do we get tech support in the UK?
I don't think ere is any localised support. That would be why only US numbers are listed.
It's been suggested that you tell us the problem. It wouldn't be the first time we've been able to help.
"Outside of the U.S.? You can purchase directly from your local Cakewalk distributor or contact local support provided by our partners" it says here. As I said, the link only shows dealers phone numbers, nothing for "local support provided by our partners." So, no response from the tech support form, and no phone number other than US. Why would I submit my problem here? I can't even get a sensible reply to my question ".............how do we get tech support in the UK?"
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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portesham
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Re: How to get technical support
2015/12/05 10:49:20
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Unsubscribed from this thread. Life's too short for this ****.
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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Paul P
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Re: How to get technical support
2015/12/05 11:13:25
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portesham
Excelling at mediocrity for 61 years.
Maybe it's time for a change 
Sonar Platinum [2017.10], Win7U x64 sp1, Xeon E5-1620 3.6 GHz, Asus P9X79WS, 16 GB ECC, 128gb SSD, HD7950, Mackie Blackjack
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robert_e_bone
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Re: How to get technical support
2015/12/05 11:16:26
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Well, IF you should happen to change your mind - there ARE lots of helpful folks in these forums, and there is a good chance one or more of these folks would be able to help you out with your issues - just submit each issue as a separate thread :)
Best of it all working for you, in any case :)
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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portesham
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Re: How to get technical support
2015/12/10 17:19:35
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Still no response from my tech support request, or from my subsequent contact. So to answer my OP; there is no tech support for this product in the UK. Thanks to paul & robert for making the sort of effort that cakewalk support should have.  Mediocrity? I can only dream of achieving such great heights whilst continuing to use this software. Mind you, I've only been using cakewalk for 17 years so how could I possibly have got the hang of it after such a short time.
Sonar Professional on Win 10, Core 2 quad Q66000, 4GB ram, Tascam US-2x2, NVidia 9400GT, A-500Pro. Excelling at mediocrity for 61 years.
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robert_e_bone
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Re: How to get technical support
2015/12/11 02:07:59
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I DO have to say that I have seen slow responses or no responses at times from trying to reach technical support at Cakewalk, from time to time in the forums, and I have had a couple of those happen to me as well.
I also agree that being outside the US adds to the difficulty of getting access to support for issues.
I am hoping that whatever your current issues are, that if you can post them here in the forums, that us forum folks - or even any Cakewalk staff that DO at times participate in forum threads - can help you resolve those issues, or come up with workarounds for any that we can't between us all fix.
PLEASE PLEASE PLEASE consider posting your issues here - it does work best to post one issue per thread, so that it is both easier to read, but also easier to keep things from getting confusing with multiple people responding to different things.
There is a pretty good track record of forum folks working most things out for people, and I look forward to doing my best to assist you. I can also say that a great many folks in the forums TRULY bend over backwards to try to assist people with problems, and because they have done so for me many times, it motivates me to put forth my best efforts for others, and that seems to be a shared mentality with a lot of the folks here.
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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Boydie
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Re: How to get technical support
2015/12/11 02:22:16
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Why don't you just call them on their US number during their opening hours?
I am in the UK and wouldn't hesitate to do this if I had an issue - the cost of the call is a fraction of what others charge for support, which is free with Cakewalk, and the time zones mean it isn't too bad
I got a response from Cakewalk to resolve a licence/registration issue when I emailed but it did rake a little while for an initial response
However, as most have said the "tech support" from this forum has saved me on many many more occasions - and I am also a long term user, but the collective knowledge of this forum - and the willingness of most people to help - is second to none IMHO
To check out my music please visit: http://soundcloud.com/boydiemusic Twitter: https://twitter.com/BoydieMusic Specs: Vortex Laptop i7-3740QM (2.70GHz) 6MB, 32GB KINGSTON HYPER-X GENESIS 1600MHz SODIMM DDR3, 240GB INTEL® 520 SERIES SSD, 750GB SEAGATE MOMENTUS XT HYBRID, BluRay, USB 2 & 3, Firewire, Audio Interface: M-Audio Fast Track Ultra + Focusrite VRM Box
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tenfoot
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Re: How to get technical support
2015/12/11 10:46:14
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portesham
mudgel
portesham
I submitted an online tech support request over a week ago, but haven't had any
Why would I submit my problem here? I can't even get a sensible reply to my question ".............how do we get tech support in the UK?"
Hmmmm. Majybe ecause there are some seriously clever people here who can probably answer all of your questions if you will just stop ****ing and moaning and insulting them for a moment! Jeez!
Bruce. Sonar Platinum 2017-09, Studio One 3.5.3, Win 10 x64, Quad core i7, RME Fireface, Behringer X32 Producer, Behringer X32 Rack, Presonus Faderport, Lemure Software Controller (Android), Enttec DMXIS VST lighting controller, Xtempo POK.
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xxxtrememusictv
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Re: How to get technical support
2016/12/26 17:07:06
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We cant get the drum track to play back correctly
after we click, drag, drop and try to do playback....its missing parts in the measure pattern
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Keano66
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Re: How to get technical support
2016/12/26 18:46:26
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☄ Helpfulby BobF 2016/12/26 19:05:15
As far as I am concerned, this forum is the best support you can get. I have never had to use Cakewalk support - this forum is crammed with people with the know how. Whenever I have had to make enquiries about Sonar, most people have been extremely helpful on this forum. You do get the odd malcontent eg Johan Sebastian Gremlir - who took the piss when I asked a simple question in a previous post - but thankfully that rude bastard is in the minority. One of the best things about Sonar is this forum. Long may it reign.
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Bristol_Jonesey
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Re: How to get technical support
2016/12/27 05:13:40
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xxxtrememusictv
We cant get the drum track to play back correctly
after we click, drag, drop and try to do playback....its missing parts in the measure pattern
Hi Tico, welcome to the forum. If I were you, I'd start a new thread of your own and detail exactly what you've done so far and what you're expecting! I'm sure it's something fairly simple to sort out as the vast majority of us run projects with Midi drums without a problem
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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mcdonalk
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Re: How to get technical support
2016/12/27 13:53:49
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Abstract: Attempts to utilize Technical Support may not be time well spent. Discussion: I have a case that I originated last March (313717, Rapture Pro operates only in demo mode). Technical Support tried to help me until they went silent in June (unless I have missed some correspondence, but I doubt it). I have queried Cakewalk referencing the case number without reply until I gave up in October. None of the generous well-meaning replies on the forum helped. If you have time on your hands and want to know more, the thread is here: http://forum.cakewalk.com...emo-mode-m3380090.aspx
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bigfrog
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Re: How to get technical support
2016/12/27 18:16:57
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Good luck, I found that tech support to be totally worthless. The first level tech provided a link to the online manual, then didn't reply to my responses. Eventually my case was escalated to a second level tech and I literally have not received a single email from him.
I've been using Cakewalk since '94 and my issue was big enough that I wound up switching to Cubase to resolve. It's a switch I should have made a decade ago.
I've been working in tech support for 20 years and currently manage a help desk, and one thing you have to do is communicate. Even if you are unable to resolve the issue, at least communicate and try to resolve it. Otherwise your customers lose faith and eventually jump ship.
Cakewalk 3.0, i386 33mHz 2MB RAM, two 20MB IDE hard drives, Win 3.11 over DOS 6.22, Pro Audio Studio 16 16-bit Soundblaster compatible sound card, MPU-401 ISA MIDI Card, Digitech GSP21, Hiren Roy sitar, cow in a can
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chuckebaby
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Re: How to get technical support
2016/12/27 20:08:49
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Im really sorry to have to agree with some of you but I do. If cakewalk needs improvement in any areas, it is with Tech support. I've had a case open for quite a while now and received no response at all. Except the ebot response saying my ticket was received. this forum will help you solve 99% of problems with the software and this forum is better than any other on the web for ANY software not just digital audio software. But some problems need company support to assist (registration issues, Payment issues) I was under the impression that cakewalk had hired some new help. it seemed to have improved for a while but I fear we might be seeing the same complaints all over again.
I would however like to give them the benefit of the doubt. It is the holidays and everyone deserves a vacation.
So here's to hoping we see some improvements and here's to hoping this will be a great new year for Cakewalk and sonar. Which I consider to be a great software.
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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soundscribe
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Re: How to get technical support
2016/12/30 13:40:58
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I've had a case open since December 1, 2016 and other than getting a single automated reply, no other communication has been made. I've asked for an update and again, no response.
It's been a black hole for me. Good thing my question isn't critical.
Sonar as a product has been great for the most part - I'm a user since the Pro Audio days - and I'm now a lifer, but this lack of support is troubling.
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BobF
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Re: How to get technical support
2016/12/30 18:34:29
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soundscribe
I've had a case open since December 1, 2016 and other than getting a single automated reply, no other communication has been made. I've asked for an update and again, no response.
It's been a black hole for me. Good thing my question isn't critical.
Sonar as a product has been great for the most part - I'm a user since the Pro Audio days - and I'm now a lifer, but this lack of support is troubling.
What is your question?
Bob -- Angels are crying because truth has died ...Illegitimi non carborundum --Studio One Pro / i7-6700@3.80GHZ, 32GB Win 10 Pro x64 Roland FA06, LX61+, Fishman Tripleplay, FaderPort, US-16x08 + ARC2.5/Event PS8s Waves Gold/IKM Max/Nomad Factory IS3/K11U
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Anderton
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Re: How to get technical support
2016/12/30 20:34:57
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soundscribe
Good thing my question isn't critical.
I'm afraid that's your answer. The people who can't get SONAR running, for whatever reason, get priority. xxxtrememusictv
We cant get the drum track to play back correctly
after we click, drag, drop and try to do playback....its missing parts in the measure pattern
As to this question...choose Edit > Preferences > MIDI > Playback and Recording and under Playback, enter 1500 for "millisecond buffers."
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Anderton
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Re: How to get technical support
2016/12/30 20:42:41
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I think the solution is simple, but Cakewalk doesn't want to do it (and I understand they want to keep it free for as long as they can, which is commendable): Do a per-incident charge for support. Not $99 like other companies, but enough to keep out the people asking questions that are answered in the FAQ, or ask questions like "how do I get a good vocal sound." When a support query comes in, someone has to look at it and that takes time away from dealing with the people who have legitimate support issues. But I also don't understand some people who refuse to use existing avenues of support. One guy posted a thread in here about how he couldn't get support. Lots of forumites chimed in and asked him to describe the problem, maybe they could help. He didn't. Instead, he PMed me asking how he could contact support. I had to inform him I don't work at Cakewalk, I'm not even in the same city, but if he would describe his problem I'd be glad to help and if I couldn't, see what I could do about escalating it. He never wrote back. It's amazing how many problems are solved in this forum (often by quoting the documentation...  ). It's also a great place to ask the questions that don't really fall under support's domain, like "I'm considering an XYZ computer, is it good for running SONAR?"
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soundscribe
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Re: How to get technical support
2017/01/09 13:53:03
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35mm
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Re: How to get technical support
2017/01/09 22:15:20
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I would suggest that if you are not receiving an auto response after you submit the form, your message either didn't get sent or more likely their reply got blocked by your ISP or is in your spam folder - it's a problem with email forms. I'm in the UK too and contacted them last week. I got an auto response right away, issue resolved the next day and a reply the following day, then a follow up the day after that.
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soundscribe
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Re: How to get technical support
2017/01/10 16:36:38
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35mm
I would suggest that if you are not receiving an auto response after you submit the form...
Unfortunately, I did get the auto response, so my ticket apparently was received.
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