Helpful ReplyResponse to issues with Rapture Pro

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dimapet
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Re: Response to issues with Rapture Pro 2015/06/16 04:29:46 (permalink)
After the upgrade to Cubase 2.0.1 8 Pro x64 (Win7x64) when switching from tab to tab select patches mixer window does not open completely, the lower part remains inaccessible. Assists - close the window and open again. Also part of the patches were not available - in particular Brass. Very crude and clumsy software. Disappointment. While editing capabilities are impressive, if not a lot of small flaws that discourages run Rapture Pro.
#91
midi sentinel
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Re: Response to issues with Rapture Pro 2015/06/17 11:06:08 (permalink)
So, what exactly one needs to do to get some response from Cakewalk?
 
Opened a ticket on 29th of April, when I bought the thing. Was asked for OS I was using, and never got any responses back. Not even to a follow up email. I waited, since I hoped issues might get fixed with updates, but even after updates I am not able to authorize Rupture Pro on OSX.
 
Opened new ticket on 8th of June. 2 days later I got reassured that everything will be fine.
 
Sent another email on 13th. Silence. Sent another email yesterday. Still nothing.
 
I don't get it.
 
Are you doing this on purpose, to piss your customers off?
 
How do I go about getting a refund (purchased in JRR shop, though), considering that I can't use a product I purchased almost 2 months ago?
 
Thanks.
post edited by midi sentinel - 2015/06/17 11:18:11
#92
Dean Capper
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Re: Response to issues with Rapture Pro 2015/06/17 11:27:01 (permalink)
 
midi sentinel,
Sorry about the frustration, but I didn't receive your response to the message I sent to you on June 9th. I see that we did send a reply to your April 29th case, but also never received a reply. Perhaps they are getting caught in a spam filter? They are being sent from CakewalkCustomerService [at] cakewalk [dot] com. I'll check our spam messages as well.
All I need to sort this out is the error code in Rapture Pro's About window. Please open Rapture Pro, click the "Rapture Pro" text in the top right to open the "About" box. Next to a serial number should be a few numbers in parentheses, like (2008, 0). Please send those either in a reply to this forum message or email.
 
#93
midi sentinel
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Re: Response to issues with Rapture Pro 2015/06/17 11:52:53 (permalink)
Hi Dean.
 
Spam filters should not be a problem, email address that I am using is my personal email, on domain I own, hosted on a server I own as well, and I am receiving your emails just fine. From what you just said, issue seems to be delivery on your side (since I get your emails, but you don't get mine).
 
These are the deliveries of my emails to you, Google mail servers accepted them properly, so if they are disappearing, you might want to check that on your side.
 

Jun 10 07:03:57 XXXXXX postfix/smtp[10939]: 1C5981F3517: to=< CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.2, delays=0.11/0.02/0.3/0.79, dsn=2.0.0, status=sent (250 2.0.0 OK 1433912637 o3si7229905wic.109 - gsmtp)
Jun 13 13:04:41 XXXXXX postfix/smtp[9185]: 2BF171F350E: to=< CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.7, delays=0.13/0.01/0.86/0.73, dsn=2.0.0, status=sent (250 2.0.0 OK 1434193481 p17si8145734wiw.44 - gsmtp)
Jun 16 21:43:30 XXXXX postfix/smtp[4347]: 9CA421F3510: to=< CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.8, delays=0.12/0.02/0.34/1.3, dsn=2.0.0, status=sent (250 2.0.0 OK 1434483810 z12si3481020wjw.88 - gsmtp)

 
Since I am not sure whether you would get response to your last email (that you've just sent out to me), I will just put details here:
 
- I did a full install, from Command Centre, of Rapture Pro, after 2.0.1 update was released
- Still can't authorize, using OSX 10.9.5
- Before 2.0.1 update, About box would display my valid serial number, but would keep running in demo mode
- After 2.0.1 update, About box displays "DEMO MODE (0, 2)" instead of serial number. And runs in demo mode, of course.
 
I have tried (re)starting everything multiple times, with Command Centre running and not running, but nothing helped.
 
User manual says that uninstall should be performed from within Command Centre, but instructions in manual don't seem to apply to OSX version - there was no "Uninstall" option when right-clicking items. So I was not able to uninstall Rapture Pro before reinstalling it. So, the full reinstall I did was done by simply choosing "Install All" from Command Centre. I did not use any custom paths (either during original install, or the latest one).
 
Let me know if anything else is needed. I will also try to send you another email, to see if it can get through to you somehow.
 
Thank you.
 
#94
Dean Capper
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Re: Response to issues with Rapture Pro 2015/06/18 16:33:07 (permalink)
midi sentinel
Hi Dean.
 
Spam filters should not be a problem, email address that I am using is my personal email, on domain I own, hosted on a server I own as well, and I am receiving your emails just fine. From what you just said, issue seems to be delivery on your side (since I get your emails, but you don't get mine).
 
These are the deliveries of my emails to you, Google mail servers accepted them properly, so if they are disappearing, you might want to check that on your side.
 

Jun 10 07:03:57 XXXXXX postfix/smtp[10939]: 1C5981F3517: to=&lt CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.2, delays=0.11/0.02/0.3/0.79, dsn=2.0.0, status=sent (250 2.0.0 OK 1433912637 o3si7229905wic.109 - gsmtp)
Jun 13 13:04:41 XXXXXX postfix/smtp[9185]: 2BF171F350E: to=&lt CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.7, delays=0.13/0.01/0.86/0.73, dsn=2.0.0, status=sent (250 2.0.0 OK 1434193481 p17si8145734wiw.44 - gsmtp)
Jun 16 21:43:30 XXXXX postfix/smtp[4347]: 9CA421F3510: to=&lt CakewalkCustomerService@cakewalk.com>, relay=aspmx.l.google.com[64.233.184.26]:25, delay=1.8, delays=0.12/0.02/0.34/1.3, dsn=2.0.0, status=sent (250 2.0.0 OK 1434483810 z12si3481020wjw.88 - gsmtp)

 
Since I am not sure whether you would get response to your last email (that you've just sent out to me), I will just put details here:
 
- I did a full install, from Command Centre, of Rapture Pro, after 2.0.1 update was released
- Still can't authorize, using OSX 10.9.5
- Before 2.0.1 update, About box would display my valid serial number, but would keep running in demo mode
- After 2.0.1 update, About box displays "DEMO MODE (0, 2)" instead of serial number. And runs in demo mode, of course.
 
I have tried (re)starting everything multiple times, with Command Centre running and not running, but nothing helped.
 
User manual says that uninstall should be performed from within Command Centre, but instructions in manual don't seem to apply to OSX version - there was no "Uninstall" option when right-clicking items. So I was not able to uninstall Rapture Pro before reinstalling it. So, the full reinstall I did was done by simply choosing "Install All" from Command Centre. I did not use any custom paths (either during original install, or the latest one).
 
Let me know if anything else is needed. I will also try to send you another email, to see if it can get through to you somehow.
 
Thank you.
 




I received your email and have replied with steps to get Rapture Pro authorized. I will watch both this forum and our email system for a reply.
#95
mcl
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Re: Response to issues with Rapture Pro 2015/06/19 06:11:14 (permalink)
Just applied the latest updates and have the same problem as 'midi sentinel'.
 
Raised another support request, number 290241.
 
Going to blow through this thread and others and see if there are some potential solutions. But... I shouldn't have to do this.
 
Edit: As an aside, Rapture Pro looks terrible on my 5k iMac... small beer. Just getting it to work would be nice.
 
At least the install is now all 'green' post update.
post edited by mcl - 2015/06/19 06:21:18

Mike CL
#96
robert_e_bone
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Re: Response to issues with Rapture Pro 2015/06/19 07:17:49 (permalink)
I had installed things in a reload of one computer (hard drive failure), and I recall Rapture Pro showing in Demo mode until I had connected the computer back onto the internet, thereafter Rapture Pro quit thinking it was in Demo Mode.
 
Bob Bone
 

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#97
aeigens
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Re: Response to issues with Rapture Pro 2015/06/26 19:29:39 (permalink)
I'm back after a few weeks cooling off period.
 
Looks like I'm not the only one who can't authorise Rapture Pro on OSX!
 
Maybe its time not to blame your customers and ask them to do ridiculous things like format your hard drive and reinstall OSX. Maybe believe your customers when we tell you all our other plugins from other vendors work and authorise just fine. Maybe go back to the coding board and develop a functional authorisation process for OSX or dare I say it just a serial number or download link specific to the user - like FabFiter, Like Audio Damage, Like DMGAudio, Like u-he and many many many more. Its not acceptable to have non functional software over authorisation issues. Its a massive waste of time for everyone.
post edited by aeigens - 2015/06/26 19:36:31
#98
mcl
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Re: Response to issues with Rapture Pro 2015/06/27 05:44:55 (permalink)
Had enough.

Music is my hobby. IT is my profession. I find it astonishing that Cakewalk cannot resolve this issue for OS X users. Did, as aeigens indicates, you seriously suggest reinstalling OS X?

How do I get a refund? I do not believe you can fix this OS X problem and this software is not fit for purpose.

Mike CL
#99
Doktor Avalanche
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Re: Response to issues with Rapture Pro 2015/07/09 15:02:28 (permalink)
Can we lock the thread and unpin? RP has been updated so most of this should be old news. We have a new thread to continue discussions...

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dimapet
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Re: Response to issues with Rapture Pro 2015/07/09 21:52:59 (permalink)
 When the library does not find any patches:

 

 

 
 
 
 
 
 
post edited by dimapet - 2015/07/09 22:09:45
scook
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Re: Response to issues with Rapture Pro 2015/07/09 22:18:54 (permalink)
Unfortunately you do not have enough posts to create links. I looked at the images and they indicate illegal characters in the file paths. I suspect this is related to your system settings, specifically locale or character set. I would suggest contacting tech support.
Doktor Avalanche
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Re: Response to issues with Rapture Pro 2015/07/09 22:23:57 (permalink)
This thread is gonna get really confusing and there are plenty of other threads to comment on, the latest stickie is probably the best (really fragmented).

If this thread is to survive here's a placeholder to state Rap Pro has been updated today..

In my view though there are too many stickies now on the same topic discussing more or less the same things... And it's out of date.
post edited by Doktor Avalanche - 2015/07/09 22:31:25

Sonar Platinum(64 bit),Win 8.1(64 bit),Saffire Pro 40(Firewire),Mix Control = 3.6,Firewire=VIA,Dell Studio XPS 8100(Intel Core i7 CPU 2.93 Ghz/16 Gb),2 x 1TB SSD (Samsung EVO 850),GeForce GTX 460,Yamaha DGX-505 keyboard,Roland A-300PRO,Roland SPD-30 V2,FD-8,Triggera Krigg,Shure SM7B,Yamaha HS5. Rap Pro,Maschine Studio+Komplete 9 Ultimate+Kontrol Z1,Addictive Keys,Waves Silver,Izotope Nectar elements,Overloud Bundle,Geist,Acronis True Image 2015.
kontakt2001
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Re: Response to issues with Rapture Pro 2015/10/14 04:12:01 (permalink)
On windows8.1 (Japanese Language)
"Rapture_Pro_Core_Legacy_Content_Pack_Vol3_006.exe"
Install error occured --- 'Original file is missing'
 
...problem in the following files.


Batá
Batá Ambience
Bongó
Bongó Ambience
Cajón Peruano
Pezuñero
 
It seems a problem of difference of character code.
 
post edited by kontakt2001 - 2015/10/14 04:24:14
Soundwise
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Re: Response to issues with Rapture Pro 2015/10/14 07:04:33 (permalink)
kontakt2001
On windows8.1 (Japanese Language)
"Rapture_Pro_Core_Legacy_Content_Pack_Vol3_006.exe"
Install error occured --- 'Original file is missing'
 
...problem in the following files.


Batá
Batá Ambience
Bongó
Bongó Ambience
Cajón Peruano
Pezuñero
 
It seems a problem of difference of character code.
 


Same here (Ru and En/US locales). Already reported that to the support team.
Doktor Avalanche
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Re: Response to issues with Rapture Pro 2015/10/14 08:54:58 (permalink)
Soundwise
kontakt2001
On windows8.1 (Japanese Language)
"Rapture_Pro_Core_Legacy_Content_Pack_Vol3_006.exe"
Install error occured --- 'Original file is missing'
 
...problem in the following files.


Batá
Batá Ambience
Bongó
Bongó Ambience
Cajón Peruano
Pezuñero
 
It seems a problem of difference of character code.
 


Same here (Ru and En/US locales). Already reported that to the support team.


No big surprise here. Rapture Pro obviously has a UTF incompatibility issue. Pretty poor schoolboy error I'm afraid. Sonar start screen had exactly the same issue (now resolved). Placing bets it was the same developer that did the code.
post edited by Doktor Avalanche - 2015/10/14 09:06:24

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Lanceindastudio
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Re: Response to issues with Rapture Pro 2016/08/01 22:29:06 (permalink)
I could only get all presets to work by letting it install on C drive instead of second drive.
 
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