Bob E
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What is going on with Sonar Support?
I need support, I have a support plan, I can't even get an 'appointment' for a call back. Even if I wanted to stay on hold for 2 hours, I don't even seem to have that option. There are no phone numbers, no email address, (only web email support) I have emailed 2 times in the last 10 days. No responses. Except an automated 'case number' which is doing me no good. It's like hollering down into an empty canyon. What is up? Bob Wow. After sending this email, I saw a bunch of similar ones. Dating back to early June. I 'was' on the fence regarding the 'lifetime' update deal. But no more.
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patm300e
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Re: What is going on with Sonar Support?
2016/08/23 12:02:41
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A lot of times issues can be solved here...I would recommend creating a new thread with the issue as the subject. There are many knowledgeable people out there just waiting to help. I use this forum for all of my support/questions.
SPLAT on a Home built i3 16 GB RAM 64-bit Windows 10 Home Premium 120GB SSD (OS) 2TB Data Drive. Behringer XR-18 USB 2.0 Interface. FaderPort control.
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dwardzala
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Re: What is going on with Sonar Support?
2016/08/23 12:16:54
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The forum isn't substitute but can be very effective. Post a new thread with your system specs, hardware and other information that might be helpful. We have gotten a lot of people (myself included) sorted out. Cakewalk has been experiencing some growing pains in the support area for several months but rumor is they are working on it. In the meantime, let us try to help.
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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chuckebaby
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Re: What is going on with Sonar Support?
2016/08/23 12:19:25
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sorry to hear of your troubles. may I suggest a search of the forums. they would have turned up a few similar threads thus not troubling you to start a new one on your very first post. you might also want to post your problem. I know there are many of us that are willing to help. good luck Chuck
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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stevec
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Re: What is going on with Sonar Support?
2016/08/23 12:42:41
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I won't repeat the details above, but if you really do want/need help (at one post it's hard to tell?) there's no place like this forum or its inhabitants.
SteveC https://soundcloud.com/steve-cocchi http://www.soundclick.com/bands/pagemusic.cfm?bandID=39163 SONAR Platinum x64, Intel Q9300 (2.5Ghz), Asus P5N-D, Win7 x64 SP1, 8GB RAM, 1TB internal + ESATA + USB Backup HDDs, ATI Radeon HD5450 1GB RAM + dual ViewSonic VA2431wm Monitors; Focusrite 18i6 (ASIO); Komplete 9, Melodyne Studio 4, Ozone 7 Advanced, Rapture Pro, GPO5, Valhalla Plate, MJUC comp, MDynamic EQ, lots of other freebie VST plugins, synths and Kontakt libraries
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JoeyAudioey
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Re: What is going on with Sonar Support?
2016/08/23 13:29:20
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Bob E I need support, I have a support plan, I can't even get an 'appointment' for a call back. Even if I wanted to stay on hold for 2 hours, I don't even seem to have that option. There are no phone numbers, no email address, (only web email support) I have emailed 2 times in the last 10 days. No responses. Except an automated 'case number' which is doing me no good. It's like hollering down into an empty canyon. What is up? Bob Wow. After sending this email, I saw a bunch of similar ones. Dating back to early June. I 'was' on the fence regarding the 'lifetime' update deal. But no more.
What's your case number? Also, what's your issue? The good people of the forum are usually really helpful here, but you have to let them know what's going on.
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Robert O
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Re: What is going on with Sonar Support?
2016/08/24 19:25:54
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I contacted cakewalk support in june. I was having issues deleting a project. In my experience at this time, cakewalk was second to none in support. So I was baffled when all your support phones were off. After reading your announcement I sent an email mail. Soon after I got a letter back with case #319218 saying most answers in 3 days...after a month I gave up on you and thought how this all corresponded with the big announcement. ..I finally got a responce, an apology for the time delay and was given a choice 15 percent discount coupon...#DA8-J1K-NGN. But no answer to my question..I wanted to upgrade to professional so I tried to upgrade from ccc with coupon...lol, after applying coupon code my price increased...I tried to Xbox it out but after a few days figured I was better off upgrading through sweetwater..at this point it was cheaper. Well I got to likening the pro series quickly and decided what day heck, get platinum with life updates. Noel tellso me it's 199.00 sweetwater says it's 199.00 but when I push buy, it says 299.00 I'm just really frustrated with your support...I understand your getting this under control, but I waited a bit long and if this isn't resolved I'm missing the sale on platinum lifetime update...august 31st......
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scook
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Re: What is going on with Sonar Support?
2016/08/24 19:39:30
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The Cakewalk store computes your upgrade based on the products in your store account. Upgrading from SONAR Studio or Professional to SONAR Platinum w/ lifetime updates is 299 Upgrading from SONAR Producer or Platinum to SONAR Platinum w/ lifetime updates is 199 The same as Sweetwater
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Noel Borthwick [Cakewalk]
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Re: What is going on with Sonar Support?
2016/08/25 00:04:55
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Our records associated with your user ID show that you purchased SONAR Professional on 8/10. As SCook says this entitles you to an upgrade price to SONAR Platinum with lifetime updates at a price of 299 and not $199. And regarding your case number - I don't see anything in our system with case #319218. Perhaps you mistyped it.
post edited by Noel Borthwick [Cakewalk] - 2016/08/25 00:32:29
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Bob E
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Re: What is going on with Sonar Support?
2016/08/25 12:40:01
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Hi, Ok, Maybe someone on this forum might have a solution. Thanks. Here is my problem.
I am using ReWire. All seems to be working nicely except when I am ready to exit the program(s). Here's what is happening:
1. I open up Sonar. Insert a ReWire. I chose Sibelius. The programs work together with Sibelius in ReWire mode. Seems fine.
2. I close Sibelius.(if I were to try and close Sonar, Sonar would tell me to close Sibelius rewire first)
3. I get this message “Unhandled error”
4. Sibelius crashes and then tries to restart. (it locks up, so, no restart. I end the process)
5. In Sonar, I am then unable to select Sibelius when trying to ‘insert Rewire’ (or re-insert). Sibelius is grayed out. (So Sonar still thinks it has Sibelius in Rewire mode, I guess.)
6. I am then unable to close Sonar.
7. Sonar tells me I must close my rewire device, which is closed. It doesn't appear in the Task Manager. (So, the Sibelius.exe process has ended)
The only way for me to close Sonar is to CTRL+ATL+DEL "nuke it" in Task Manager. (because there's the endless cycle of Sonar telling me to close the rewire app before closing Sonar. Then I click 'ok' etc.. etc..)
There seems to be no way for me to close (or 'nuke') the rewire app inside of Sonar. Is there? (this would be a 'workaround', but would help)
Any ideas what is going wrong? I'm really not sure if this is a Sonar and Rewire issue, or a Sibelius Rewire issue, as both programs work well in standalone. I have had 2 call-backs sessions, and great tech support from Avid/Sibelius customer support which is great. They/we did everything possible, so far, to troubleshoot the issue and it doesn't seem to be something with Sibelius.
I am using Sonar Platinum, and Sibelius 8.4 on a Windows 10 PC. i7 32gb of Ram. Moto Ultralite Audio interface. Axiom 25 midi controller. Please help! Thanks in advance.
Bob E
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Sanderxpander
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Re: What is going on with Sonar Support?
2016/08/25 12:43:50
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I have never used Rewire with them but I can try tonight. Is there anything specific I need to do while I have them both open?
Btw I seem to recall there was some issue with rewiring Sibelius, there was a post up here a few weeks ago about someone finding a workaround for midi... Something? Sorry to not be more helpful, hopefully someone will remember the thread and jump in. Anderton was in that thread too I think?
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chuckebaby
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Re: What is going on with Sonar Support?
2016/08/25 12:57:53
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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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Noel Borthwick [Cakewalk]
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Re: What is going on with Sonar Support?
2016/08/25 19:42:55
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Bob E Hi, Ok, Maybe someone on this forum might have a solution. Thanks. Here is my problem.
3. I get this message “Unhandled error”
4. Sibelius crashes and then tries to restart. (it locks up, so, no restart. I end the process)
Which version of Sibelius? I remember talking with the original sibelius PM about rewire and there were issues with it but that was a long time ago. I wouldn't be surprised if the bug is in Sibelius. If its throwing and error and crashing thats most likely whats going on, so you will have to log an issue with their support. I have sibelius 6 so I could try it. I don't typically rewire it.
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Bob E
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Re: What is going on with Sonar Support?
2016/08/29 14:58:13
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Hi, I have the most current version of Sibelius and Sonar Platinum. I'm not trying to do anything fancy with rewire, just trying to open and close the rewire device in Sonar. If I open up a new file in Sonar, then insert a Rewire device (Sibelius) and, without doing anything yet, I close the rewired device, and get an "unhandled error" message. I then have to force Sibelius to close. Sonar still thinks it's got Sibelius as a rewire device and I am unable to close Sonar without having to 'end program' in task manager. This is the issue. I've been in touch with Sibelius/Avid and have not found a solution. Joey asked what my case number was. It is 324900. I need to use Sonar and Sibelius in rewire mode for several things. One of which is to have a score that can be played while musicians/students can read the notation and record audio into Sonar. It actually works, being able to start/stop the transport from both programs, have the measures synced together, entering notation with a 'page layout' in Sibelius ect... I am able to do this, but cannot close the programs without crashes. Thanks, Bob E
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Bob E
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Re: What is going on with Sonar Support?
2016/08/30 03:57:15
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Also, this has been my first post/thread in the forum, and I regret that it was a negative one. I have owned Sonar Platinum for almost a year and have loved it. I worked in a studio with a producer who used Sonar and I liked how easy, intuitive and visual it was. Lots of advanced features too. So I bought a copy for my studio. Also, I love the "Engineered in Boston Ma." on the about menu. I also, was engineered in Boston;) I was just shell-shocked at the lack of response, contact info, etc.. It's the first, and only time I had tried to contact support. Maybe an email back from them explaining the situation would do the trick. Many people will understand that. Thanks, Bob E
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robert_e_bone
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Re: What is going on with Sonar Support?
2016/08/30 04:26:03
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There are other threads that talk about support issues - they have a gigantic backlog they weren't prepared for, and they are in the process of training people that they hired to learn how to support Sonar, and it simply takes time to get those folks up to speed. Cakewalk has been an upfront company for decades now, and I fully expect them to continue to work their way through the current backlog. In the meantime, these forums are full of folks who can assist with many things, not all, but enough to where some folks never have to even try to contact support. Anyways - I think it will work out fine over time, and hope you can remain patient while they grow. :) 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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Robert O
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Re: What is going on with Sonar Support?
2016/09/04 09:57:48
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can I make a simple idea to cakewalk? I cant imagine y9ur frustration with the overloads and training not to mention updates...but, perhaps is mabe periodically you could post on fb site how things are coming along, mabe some brief statements of the things youve overcome ect..instead of all the recent band posts...Im betting it would ease the mind of many and also ease your frustrations as well. were all behind cakewalk, we just want to be in the loop to, otherwise minds wander and dought enters...im not talking a long post...just a heads up. I believe that would be good.....
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Klaus
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Re: What is going on with Sonar Support?
2016/09/04 12:53:12
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Robert O can I make a simple idea to cakewalk? I cant imagine y9ur frustration with the overloads and training not to mention updates...but, perhaps is mabe periodically you could post on fb site how things are coming along, mabe some brief statements of the things youve overcome ect..instead of all the recent band posts...Im betting it would ease the mind of many and also ease your frustrations as well. were all behind cakewalk, we just want to be in the loop to, otherwise minds wander and dought enters...im not talking a long post...just a heads up. I believe that would be good.....
They do: http://www.cakewalk.com/Support/Knowledge-Base/2016000044/IMPORTANT-A-note-to-our-valued-customers-regarding-support The link comes from the main support page: http://www.cakewalk.com/Support
SONAR Platinum ∞RME HDSPe AIO - Windows 10 64bit - Intel i7 2600K - 16 GB RAM
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danbottomburp
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Re: What is going on with Sonar Support?
2016/09/04 12:55:27
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I`ve been waiting over 6 weeks for a reply. Nothing at all,Checked Spam folder as well but nothing from Cakewalk.Forced to keep paying monthly until they get in touch. My issue is account related so the forums cannot help either . Sucks Daniel
Asus Z270F Motherboard Intel core i7 7700k BeQuiet Dark Rock Advanced CPU Cooler Vengeance LPX 16GB DDR4 3200 Samsung 830 SSD SATA III 256GB 6GBPS 2.5" Coolermaster 600W Silentpro PSU Gigabyte 1080 Gpu Sonar Platinum Windows 10 64bit Behringer c-1 condensor mic Line 6 Helix Rack
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scook
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Re: What is going on with Sonar Support?
2016/09/04 13:08:03
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If the problem is account related you are posting in the wrong area of this forum. You should create a new thread in Cakewalk Store area, reference the case number and provide a brief description of the problem. A post here is not likely to get any closer to a resolution. From the post, it might be related to the monthly payment plan. There are quite a few posts in the Cakewalk Store area addressing issues regarding payment. The solution may already be posted there.
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Noel Borthwick [Cakewalk]
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Re: What is going on with Sonar Support?
2016/09/04 14:42:11
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danbottomburp I`ve been waiting over 6 weeks for a reply. Nothing at all,Checked Spam folder as well but nothing from Cakewalk.Forced to keep paying monthly until they get in touch.
You currently have an active monthly membership. I don't see any purchase of SONAR Platinum annual or lifetime in your records.
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robert_e_bone
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Re: What is going on with Sonar Support?
2016/09/04 21:14:00
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Is it possible that the purchase was attempted, but for some reason failed while the transaction was being processed by Cleverbridge? I have had that happen to me on two separate occasions - where I bought some component or expansion pack through the Cakewalk Store, then found a message from Cleverbridge in my Spam folder saying the transaction failed, even though the money was removed from my meager bank account. (both purchases were fixed readily upon contacting Cleverbridge). For something like the above, as I didn't see the Cleverbridge message until I went hunting for it, it looked like the purchase took place but then vanished into thin air. (again, all is well now). 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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Noel Borthwick [Cakewalk]
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Re: What is going on with Sonar Support?
2016/09/04 21:28:00
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It is possible. In fact there were some issues with transactions posted from Singapore due to a bug in their system. They are investigating that currently. Unlikely to be related to this however.
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PMeehan
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Re: What is going on with Sonar Support?
2016/12/21 06:09:34
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Bob E I need support, I have a support plan, I can't even get an 'appointment' for a call back. Even if I wanted to stay on hold for 2 hours, I don't even seem to have that option. There are no phone numbers, no email address, (only web email support) I have emailed 2 times in the last 10 days. No responses. Except an automated 'case number' which is doing me no good. It's like hollering down into an empty canyon. What is up? Bob Wow. After sending this email, I saw a bunch of similar ones. Dating back to early June. I 'was' on the fence regarding the 'lifetime' update deal. But no more.
Ok, same situation here. I bought SONAR Platinum (with Lifetime Updates) on 27/10 2016. My Sonar Platinum is stuck in Demo mode. I can roll it back to before the updates and it works. I have reinstalled command centre, tried everything. For a while Cakewalk came onboard, I had technical guys interacting with me. Then everything went weirdly quiet. Nada for weeks. Phone support simply doesn't appear to exist? Have Cakewalk gone bust? This is crazy, and I don't plan to stand for it, having shown a lot of patience, and discretion up to now. I need the equipment I paid for. PM
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robert_e_bone
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Re: What is going on with Sonar Support?
2016/12/21 11:47:49
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You may find that posting this issue in the Store forum will get you a faster response from Cakewalk, as they have indicated on at least a couple of occasions that they try to resolve purchase/registration issues in a timely manner - I guess a raised priority level. It's just a thought - and I hope you get your situation resolved soon, 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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robert_e_bone
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Re: What is going on with Sonar Support?
2016/12/21 11:49:44
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This thread was also essentially from back in September - at least the most recent post had been, prior to you posting about having a similar issue as the original poster of the thread. Again - I suggest you try posting your issue as a new thread in the Store forum. 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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PMeehan
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Re: What is going on with Sonar Support?
2016/12/21 14:38:12
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Thanks Bob. Some one got back to me today, which is a start. I will wait for a week or so now to give them a fair chance before escalating it further.
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RAForeman
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Re: What is going on with Sonar Support?
2017/09/26 08:36:20
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Did anybody ever find a solution to the Sibelius/Sonar rewire issue? I have had this issue for a long time now, through different versions of both applications (now using the very latest versions for both). A support call into Avid also failed to resolve the problem and the advise was to use task manager to close Sibelius.
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bitman
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Re: What is going on with Sonar Support?
2017/09/26 12:58:35
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You have a support plan? No kiddin. Where do we sign up?
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