shadoe42
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Transaction hung up for hours. Paypal confirmation received but nothing else
Finally decided to bite the bullet and upgrade to X3 from my now ancient 8.5 producer. Transactions goes smooth, paypal send email that the money was sent..then..nothing...not quite a few hours later upgrade still in my cart. Of course since its now Saturday I am stuck without my upgrade till at the very least monday. I have seen before some others get help this way but I haven't very many posts cause well haven't needed them before :) Anyway email is if someone can help on the weekend. If not then Monday morning customer service phone it is... which in times past has never been a smooth process either.
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bobbyswamp
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 13:45:02
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That's weird. Sorry you're having the delay, it doesn't make sense. Hang in there, X3 is amazing. I remember upgrading from Sonar 6 to the X series. You're gonna have a blast.
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 13:55:59
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The first version of stuff I ordered directly from the company was Express 6, then Producer 5 , Home studio 6, Producer 8 and then 8.5, but had moved away from it. Now wanted to get it all up to day to use it to record the new CD....which I wanted to get started on. 8.5 doesn't play well with windows 8.1 at least on my machine. Just sucks cause with a company this size/caliber I expect pretty easy transactions. And I can't try again because paypal says it sent money. I have seen before where nothing happens..I never get the confirm email from paypal so I can just attempt the transaction again.
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R3V3RB
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 15:17:18
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bobbyswamp
That's weird. Sorry you're having the delay, it doesn't make sense. Hang in there, X3 is amazing. I remember upgrading from Sonar 6 to the X series. You're gonna have a blast.
Haha, that was almost cruel. I absolutely hate the wait for any new piece of kit to arrive. The whole planet starts to rotate at half speed and the anticipation is agony!!
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 15:36:00
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My issue is I should have to wait. That transaction should have taken a couple minutes at most and then I should have been downloading. That should have been the only wait. It is annoying as it forces me to wait at least another two days to get started with this project unless I start it elsewhere. Which then requires more work to export any recorded tracks and put them into Sonar once it finally gets installed. Like I said had paypal not sent me a confirm they sent the money I would have just hit go on the checkout again...oy.
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 15:40:22
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Interested to see if there are any improvements/addition to how midi is handled via piano roll as well. Even when working with older versions I ended up doing a lot of pure midi work back in FL Studio for the piano roll options. Course can always just keep using it via VST as well. I long ago decided against adding up the money spent on software over the years. haha Right now I have FL studio 11, Sonar 8.5, Mixcraft, Traktion 5(4?) , installed. Traktion was a spur of the moment upgrade when they got purchased and they pushed out the new version and offered it to previous owners cheap. Mixcraft and FL get used all the time as 8.5 has some issues on my machine. And that is before we get to the VST instruments.... oy
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twoifbysea
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 17:59:14
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You've waited years to upgrade and now a few hours has you balled up? Be patient it will go through eventually and all will be right with the world. And like the others have said, you're gonna love X3. :-)
System: HP Pavilion 450t. Windows 10 Home x64, Intel i7 870: 2.93 Ghz, 8G RAM - NVIDIA GeForce GT 610DAW: Sonar Platinum Audio Interface: Akai EIE ProMidi Controller: Presonus FaderPort Midi Keyboard: M-Audio Axiom 49 https://1208audio.com
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Vastman
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 18:51:00
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You ARE looking in your Cakewalk account, aren't you? It should be their. Have purchased zillions from the cake store... it is always there within minutes.
Dana We make the future... Climate Change MusicVastMaschine:SP4L/W10/i74930K/32GB/RME/CAD E100s; The Orchestra! NOVO!/Inspire/BohemianViolin&Cello, ARK1&2,/MinimalCapriccioMaximoSoto/OE1&2, Action&Emotive/Omni2/Tril/RMX/All OrangeTree/Falcon/APE Jugs/Alpha&Bravo/BFD3 & SD3Gravity/DM307/AEON/DM/Damage/Diva/HZebra/Hive/Diversion/VC4/Serum/Alchemy/blablablaSpitfire/8DIO/SL/KH/EW/NI; Shred1&2/AGF,G,M&T Torch&Res&Ren/GD-6; Ibanez SR1200&SR505NOVAX FanFret Tele&Strat
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 21:46:40
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Its not in my account and the item STILL shows in the cart. Just logged in again to check. Looks like the transaction went thru as far as paypal is concerned and it never got back to the Cakewalk site. It sat there on processing all night and would still be there if I had not tried the log in and out trick to see if it just wasn't showing. Ain't my first rodeo.
And yea I have waited for years to upgrade and yea I am a bit annoyed. Because at this point i have spent money and having nothing to show for it when I should have download links. If I was shipping a product like last time I went thru this I would simply be saying..boy can't wait for this to show up.
Unfortunately our local guitar center doesn't carry the upgrade only the full that I can't get there for upgrade price.
Not to mention having work I would like to get done IN the product and the whole point of buying a downloadable copy is to not have to wait all that long. :)
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/01 21:52:11
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fast internet means never having to wait for shipping :)
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azslow3
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/02 04:46:26
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Someone with 25 posts can write PMs to admins. That helps (as you could see in my thread).
Woman voice behind the service phone sounds good and promising, but you will probably wait another couple of days till the magic happens...
Sonar 8LE -> Platinum infinity, REAPER, Windows 10 pro GA-EP35-DS3L, E7500, 4GB, GTX 1050 Ti, 2x500GB RME Babyface Pro (M-Audio Audiophile Firewire/410, VS-20), Kawai CN43, TD-11, Roland A500S, Akai MPK Mini, Keystation Pro, etc. www.azslow.com - Control Surface Integration Platform for SONAR, ReaCWP, AOSC and other accessibility tools
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mettelus
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/02 04:51:08
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I called CW support for someone overseas with the same issue a few months ago, and CW support told me that the delay is with PayPal (i.e. how they process the transactions). The PayPal transaction is only 1/2 the process, but they need to deliver the money for CW to get it (where they said the delay occurs). Be patient with it, I sent a PM for you since you need two more posts before you can send one yourself.
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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azslow3
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/02 13:40:17
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I have got the same explanation a week ago. And I prefer no explanation at all, because when I get such explanation I get the feeling I am just fooled... I guess they have problems in the store software (may be throw some third party shopping card service, I do not know what they are using). They should be able to see all transactions, so I do not know why the service center can not just add the product manually once called. In any case, CW admins there will solve it soon. PS. 3 more posts and I am prepared for X4 upgrade with PayPal 
Sonar 8LE -> Platinum infinity, REAPER, Windows 10 pro GA-EP35-DS3L, E7500, 4GB, GTX 1050 Ti, 2x500GB RME Babyface Pro (M-Audio Audiophile Firewire/410, VS-20), Kawai CN43, TD-11, Roland A500S, Akai MPK Mini, Keystation Pro, etc. www.azslow.com - Control Surface Integration Platform for SONAR, ReaCWP, AOSC and other accessibility tools
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 16:16:57
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shadoe42
Finally decided to bite the bullet and upgrade to X3 from my now ancient 8.5 producer. Transactions goes smooth, paypal send email that the money was sent..then..nothing...not quite a few hours later upgrade still in my cart. Of course since its now Saturday I am stuck without my upgrade till at the very least monday. I have seen before some others get help this way but I haven't very many posts cause well haven't needed them before :) Anyway email is if someone can help on the weekend. If not then Monday morning customer service phone it is... which in times past has never been a smooth process either.
Hello, I just want to confirm that we were just able to correct this. If you log into your account now you will see your SONAR X3 downloads and serial numbers. I'm very sorry for the trouble with this. We've been trying to isolate what may have broke on Paypal's end lately as we've been getting some stuck orders similar to yours for the past few weeks. Thanks again for your patience.
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 16:41:02
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Yes indeed. It is corrected, installing as we speak. I would have to agree with the advice of don't try to put it on someone else. Simply say there is a problem with the transaction system itself. As the confirmation I received from paypal says the money was delivered. And the explanation I got from Support actually indicates exactly the opposite of what you said. In this case saying just there was a problem with the transaction system would have been best. Attempting to shift the blame is just amaturish and makes the company doing the shifting look worse than had they said nothing at all.
With that being said Support was in fact quite helpful and the issue was resolved pretty quickly today. And for that I thank you. And I thank you for forwarding the problem on. I DO appreciate it.
Yea and regarding post count..I am still a few short myself :)
I will also support now seems quite a bit faster than it was under previous owners so good job on that as well :)
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 16:50:35
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shadoe42
Yes indeed. It is corrected, installing as we speak. I would have to agree with the advice of don't try to put it on someone else. Simply say there is a problem with the transaction system itself. As the confirmation I received from paypal says the money was delivered. And the explanation I got from Support actually indicates exactly the opposite of what you said. In this case saying just there was a problem with the transaction system would have been best. Attempting to shift the blame is just amaturish and makes the company doing the shifting look worse than had they said nothing at all.
With that being said Support was in fact quite helpful and the issue was resolved pretty quickly today. And for that I thank you. And I thank you for forwarding the problem on. I DO appreciate it.
Yea and regarding post count..I am still a few short myself :)
I will also support now seems quite a bit faster than it was under previous owners so good job on that as well :)
Awesome, thanks for confirming! FWIW, I wasn't trying to point any fingers, was just being honest about what was going on. We didn't receive any transaction information from Paypal and have had to dig in manually. I just sat there with another gent in IT doing this. We haven't had any updates to our store, which is why I was saying we're trying to figure out what might have changed on their end (if anything). There's some back-end handshaking that's not happening properly. It might be that both Cakewalk and Paypal are victims of circumstance from something unrelated (like a browser update breaking the process). Who knows. In any case, we'll keep digging in. Sorry again for the trouble with it! I'm glad it's sorted out now.
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townstra
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 18:43:27
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I've had problems with PayPal in the past. I still have a $39.50 credit from Cakewalk from June of 2012 that I keep forgetting about because I double paid something when I got impatient with the PayPal issue.
Regards, Tracy Sonar Platinum, Harrison Mixbus 4, Melodyne 4 Studio, Slate Digital FG-X, ARC 2, Windows 10 Pro x64, Intel I7-4790@3.6ghz, 16 Gb RAM, GeForce GT730, Focusrite Scarlett 18i20, Behringer ADA8200, Prodipe Ribbon 8 monitors, Prodipe Pro5 monitors, Behringer B2030P monitors, Korg nanokontrol, Korg microKey, Samson Graphite MF8, rack full of channel strips and processors, lots of guitars, basses, and pedals. www.TracyTowns.com
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 21:30:27
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doesn't matter..for my part the transaction issue is handled. There will most likely though be a HOST of other ticket for issues arriving with the install. And messages that will not go away.. cannot find MASTERS.INI, the asking to import settings from a long uninstalled version...and now asking me to ID things like vocal strip, drum strip, zeta, etc...
I am about to uninstall, do a deep registry clean and try again. None of which should have been needed. Wouldn't be a big deal except some of those plugins it can't seem to locate are ones I need to get my project done.
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shadoe42
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 22:29:54
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Yep that is what it took. Had to uninstall, then run a couple of system cleaners, and then manually walk the registry to remove any references to any version of Sonar...yeesh.
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Cactus Music
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/03 23:29:39
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Find that odd, Mine installed lickity split, Yes it asked me if I wanted to import my setting from my previous version, hell yes.. that's a big time saver. I just opened my new version and all my pre sets and audio set up where done. Plug ins all there, few new ones added. pretty smooth for me. And that was 8.5 64 bit to X 3 Studio 64 bit. Don't forget to go download the "d" patch now.
I find it pretty cool that Cakewalk staff chime in on all these type of threads where people are having small issues with the download. I've seen a few threads now, including myself where they get right on it pretty fast and correct the issue.
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maxo
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/11 23:55:26
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I just had the same problem trying to order via Paypal option. The Paypal payment went through right away, and I have Paypal transaction receipt showing me so, but there is no record whatsoever on my account at Cakewalk and no email confirmation from Cakewalk indicating any order was placed. This seems like a major BUG that needs attention, especially since I'm non the only one who has experienced this problem. I probably should have just used a CC to place the order and it would have worked out. Lesson learned...don't use Paypal to pay for orders until Cakewalk figures this out.
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mahler81280
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/15 17:31:27
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The same thing happened to me last night. I tried upgrading from X2 Producer to X3 Producer and it got stranded on the processing screen. I have a receipt showing that the money went through with Paypal, however, I don't have any links in my account to download the new X3 producer. Kind of bummed but hey, it's technology, it's not perfect.
If any of the admins could hook me up before the weekend is over that would be great. If not, I guess I will have to call support on Monday.
Cheers
Sonar 8.5 Producer Edition M-Audio Delta Audiophile 2496 Sound Card Windows 7 64 AMD 64 X2 3.1 dual core 8 GB DDR2 800
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robert_e_bone
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/15 20:31:06
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Hi - I will momentarily send a PM to the Cakewalk folks on your behalf, in case one is working over the weekend.
I hope they can get you squared away,
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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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/15 22:33:31
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mahler81280
The same thing happened to me last night. I tried upgrading from X2 Producer to X3 Producer and it got stranded on the processing screen. I have a receipt showing that the money went through with Paypal, however, I don't have any links in my account to download the new X3 producer. Kind of bummed but hey, it's technology, it's not perfect.
If any of the admins could hook me up before the weekend is over that would be great. If not, I guess I will have to call support on Monday.
Cheers
Hello. We just resolved this for you. If you log into your account your downloads and serial numbers are now present. I'm sorry for the trouble!
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robert_e_bone
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/16 07:50:19
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@Ryan - Thanks for stepping in on a weekend, to resolve this. I think it is extremely kewl that one or more of the Cakewalk folks frequently participate in the forums during evenings and weekends. It is greatly appreciated.
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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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/16 11:29:17
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robert_e_bone
@Ryan - Thanks for stepping in on a weekend, to resolve this. I think it is extremely kewl that one or more of the Cakewalk folks frequently participate in the forums during evenings and weekends. It is greatly appreciated.
Bob Bone
Thank you to you as well for always being around to help, even when it's beyond your control. :)
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robert_e_bone
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Re: Transaction hung up for hours. Paypal confirmation received but nothing else
2014/03/16 12:25:47
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Ryan - it is usually ALL beyond my control :)
I learn a lot from the forum, so I try to give back when I can. I absolutely love Sonar, and have been a Cakewalk user since Twelve-Tone DOS days.
Keep up the good work, and fix Step Sequencer so it can handle a meter base of an eighth-note, pretty please.....
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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