Andrew Smith
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Why won't tech support respond?
Hi all,
I'm hoping someone in this group can assist me. I've written to tech support several times to no avail. I have a long list of products I've purchased over the years, including X3 (haven't upgraded to platinum yet and not inclined to until I know I'll get support). I note when I submitted the requests very few of my products were listed as for support- perhaps the system hasn't recognized them - although they are there in the list of 'my products'
Calling is not really an option for me as their opening hours translate to 12am-7am here in Australia.
Any suggestions are welcome
Andrew
Carillion dual core T7600 @ 2.33 Ghz 2 gig of RAM Motu Ultralie 1.15
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RagsinRags
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Re: Why won't tech support respond?
2016/06/07 03:57:17
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☼ Best Answerby Andrew Smith 2016/06/13 21:50:55
I had upgraded from X3 to Platinum. In my membership details Sonar X3 does not show up as having mail or phone support. Possibly that's the reason they are not responding. How are you contacting them? I don't have an option to send them a mail except for Dimension Pro and Sonar Platinum. Also, for past three weeks I had also not received any response to my support mails. Yesterday finally support called back and resolved my issue. They said they were quite backed up on their support responses lately. Not sure if that will improve.
Hope this info helps.
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rontarrant
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Re: Why won't tech support respond?
2016/06/07 05:07:43
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You didn't say when it was you first contacted them, so I can only assume it was relatively recently. With that in mind...
It can take a while to hear back from them, weeks, in fact. I don't know if this is because of workload or a shortage of staff, but by the time I heard back from them, I'd actually forgotten I'd sent a request for support.
Bottom line: gotta be patient.
Or email one of the Cakewalk guys via this forum. (I don't know how that'll be received, so if you get into hot water, you're on your own. ;) )
-Ron T. ---------------------------------------------------------- MSI GE72 2QF-247US, 12 gb, Focusrite 6i6, AT-2020 ---------------------------------------------------------- Windows 10 x64, Sonar Platinum
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Bristol_Jonesey
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Re: Why won't tech support respond?
2016/06/07 09:04:48
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☄ Helpfulby tenfoot 2016/06/07 09:50:18
Or tell us what the problem is.
There are more than enough people active 24/7 to answer all but THE most technical of issues.
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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scook
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Re: Why won't tech support respond?
2016/06/07 09:06:48
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Yes, posting problems here is the best approach for software which is out of support (X3 for example).
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Tripecac
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Re: Why won't tech support respond?
2016/06/07 14:14:36
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I would hold off on buying Platinum. For me, Platinum has introduced more bugs rather than fixing old bugs. In addition, Cakewalk support seems to be extremely slow to respond to bugs.
I purchased Platinum this year, submitted 2 bugs using Cakewalk's Problem Report form in April, and Cakewalk has yet to even acknowledge the bugs, let alone fix them: they are still marked as "New" (unreviewed) on the Problem Report page. Other people have reported similar unresponsiveness in Cakewalk support.
If you can get your X3 bugs "fixed" by talking to people on the forum, then great. Good luck with that!
tripecac.com
Sonar Platinum + Komplete 9
Win7 SP1 64bit, Intel i7 950 3.07GHz, 12 GB RAM, M-Audio Delta44 (for Sonar), ASUS Xonar DX (for everything else), Nvidia GTX970, 2xSSD, 3xSATA
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Slugbaby
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Re: Why won't tech support respond?
2016/06/07 14:26:15
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Tripecac
I would hold off on buying Platinum. For me, Platinum has introduced more bugs rather than fixing old bugs. In addition, Cakewalk support seems to be extremely slow to respond to bugs.
I purchased Platinum this year, submitted 2 bugs using Cakewalk's Problem Report form in April, and Cakewalk has yet to even acknowledge the bugs, let alone fix them: they are still marked as "New" (unreviewed) on the Problem Report page. Other people have reported similar unresponsiveness in Cakewalk support.
If you can get your X3 bugs "fixed" by talking to people on the forum, then great. Good luck with that!
This is based on personal experience, as is my contradicting opinion. I updated to SPLAT late last year, and have encountered exactly 0 bugs or installation issues. I'd highly recommend upgrading. I've never had to rely on their tech support, but this forum is fantastic. Tell us your problems! Do it. Go on. What's wrong?
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tenfoot
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Re: Why won't tech support respond?
2016/06/07 15:09:44
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Whilst I wouldn't go so far as to say there are no bugs in platinum, I certainly agree that it is far superior to X3 in terms of stability, speed and functionality. I definitely recommend upgrading.
On the unlikely chance that the specs in your OP signature are correct, I would also suggest that your processor is getting on a bit and you are in desperate need of system ram!.
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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bapu
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Re: Why won't tech support respond?
2016/06/07 16:49:42
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I want CW to continue to succeed. Please upgrade immediately.
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Tripecac
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Re: Why won't tech support respond?
2016/06/07 16:56:44
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I want CW to fix their bugs before adding yet another feature (or Mac OSX support). Please do not upgrade until Cakewalk has visibly improved their support. :)
tripecac.com
Sonar Platinum + Komplete 9
Win7 SP1 64bit, Intel i7 950 3.07GHz, 12 GB RAM, M-Audio Delta44 (for Sonar), ASUS Xonar DX (for everything else), Nvidia GTX970, 2xSSD, 3xSATA
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subtlearts
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Re: Why won't tech support respond?
2016/06/08 05:16:59
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Whether someone decides to upgrade or not is really up to them, a personal decision with personal factors. However, I think you would be hard pressed to find many people here who would not agree that Platinum has become more stable, better-performing and obviously more feature-rich than X3 ever was; in any case that's very much been my experience, and from what I've seen on the forum it seems to be the consensus. Doubtless there are those whose experience or opinion differs, and I've not done a full and formal survey on the subject, but from my impressions of the general tone around here, that's what I've noticed. Perhaps it's just confirmation bias, but there's not much any of us can do about that - human perception is what it is.
Also, I'll second what Bruce (tenfoot) said above. The OP's computer specs are not exactly cutting-edge, which can contribute to problems. That said, Platinum runs smoother and more stably on my old machine (Q6600, 8GB RAM) than X3 ever did, by a healthy margin. Plus, it's fully supported. So yeah, there's that... do you want to solve your problem and get back to work, or do you want to draw a line in the sand on principle?
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Bristol_Jonesey
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Re: Why won't tech support respond?
2016/06/08 06:04:08
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Tripecac
I want CW to fix their bugs before adding yet another feature (or Mac OSX support). Please do not upgrade until Cakewalk has visibly improved their support. :)
Please ignore everything this guy says as he's clearly on a mission. If Sonar is as bug ridden as he suggests these boards would be in total meltdown 24/7.
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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karma1959
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Re: Why won't tech support respond?
2016/06/08 08:08:27
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Tripecac
I want CW to fix their bugs before adding yet another feature (or Mac OSX support). Please do not upgrade until Cakewalk has visibly improved their support. :)
Can you provide some specifics on the issues you're encountering? What bugs are you referring to? I've found Platinum to be far more stable than X3 generally speaking, as I think most on this forum have, so am curious if you've found it to be otherwise. Regarding the lack of response from CW support - have you tried PMing anybody?
Sonar Platinum x64 on Win10 64, Dell T7400 w/ 8 Xeon cores, 8 Gbyte RAM, 3 hard drives, RME Fireface UFX, UAD-1, Mackie Control, Adam A7X
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karma1959
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Re: Why won't tech support respond?
2016/06/08 08:11:31
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Andrew Smith
Hi all,
I'm hoping someone in this group can assist me. I've written to tech support several times to no avail. I have a long list of products I've purchased over the years, including X3 (haven't upgraded to platinum yet and not inclined to until I know I'll get support). I note when I submitted the requests very few of my products were listed as for support- perhaps the system hasn't recognized them - although they are there in the list of 'my products'
Calling is not really an option for me as their opening hours translate to 12am-7am here in Australia.
Any suggestions are welcome
Andrew
My experience is I've either heard back relatively quickly or once in a while, not at all. When I haven't received a response, I'd send a duplicate request, indicating my previous one didn't receive a response and that usually did the trick. Obviously I'd prefer if I never had to send a second request, but it was far easier to send a reminder request than wait for weeks hoping someone received my original one.
Sonar Platinum x64 on Win10 64, Dell T7400 w/ 8 Xeon cores, 8 Gbyte RAM, 3 hard drives, RME Fireface UFX, UAD-1, Mackie Control, Adam A7X
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karma1959
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Re: Why won't tech support respond?
2016/06/08 08:23:31
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Sonar Platinum x64 on Win10 64, Dell T7400 w/ 8 Xeon cores, 8 Gbyte RAM, 3 hard drives, RME Fireface UFX, UAD-1, Mackie Control, Adam A7X
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Frostysnake
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Re: Why won't tech support respond?
2016/06/08 08:28:36
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I've opened a case as well and not heard back. I ended up fixing the issue myself, so whatever...as to upgrading...I agree with the lovers and not the haters here. It has been FLAWLESS for me and I'm on 10 year old Dell computer with Windows 7. Not one major issue..I could NOT be more happy. I'm also stoked about a OSX version as I am wanting to dump Microsoft. Just my two cents..opinions are just like b-holes...everyone has one. You will make your own conclusions soon enough and I can only hope you will be as happy as I have. Good luck!
Sonar Platinum Windows 7 64-bit 1 TB Hard Drive\Seagate 500 GB Slave VS-100 MOTU 2408 MK3 A-Pro 800
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dcumpian
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Re: Why won't tech support respond?
2016/06/08 08:29:41
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In the 18 years I've used Cakewalk's software, I've only needed support twice. They weren't especially quick about it, but my issues were resolved. Any other time I've been stumped about something, I've found the answer on here.
If you aren't somewhat literate in computer usage, setup and diagnosing simpler issues, you should probably buy a tape deck.
Dan
Mixing is all about control. My music: http://dancumpian.bandcamp.com/ or https://soundcloud.com/dcumpian Studiocat Advanced Studio DAW (Intel i5 3550 @ 3.7GHz, Z77 motherboard, 16GB Ram, lots of HDDs), Sonar Plat, Mackie 1604, PreSonus Audiobox 44VSL, ESI 4x4 Midi Interface, Ibanez Bass, Custom Fender Mexi-Strat, NI S88, Roland JV-2080 & MDB-1, Komplete, Omnisphere, Lots o' plugins.
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Frostysnake
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Re: Why won't tech support respond?
2016/06/08 08:44:58
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dcumpian
If you aren't somewhat literate in computer usage, setup and diagnosing simpler issues, you should probably buy a tape deck.
Dan
This is SO TRUE.
Sonar Platinum Windows 7 64-bit 1 TB Hard Drive\Seagate 500 GB Slave VS-100 MOTU 2408 MK3 A-Pro 800
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PilotGav
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Re: Why won't tech support respond?
2016/06/08 09:47:09
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I love our community and I love Sonar.
However I hate that any time someone posts a valid concern here that even remotely reflects bad on Cakewalk they are made to feel like dirt. Telling someone that they have no right to use Sonar if they aren't " literate in computer usage, setup and diagnosing simpler issues, you should probably buy a tape deck" is pretty sad in my eyes.
The original post wasn't even negative. It was well communicated and not accusatory in any way. But still the need to pounce on him is there.
I remember posting a couple of years ago that I wished Sonar had AUX tracks. I was BLASTED for having the nerve to recommend the feature because "if you need Aux tracks you don't know what you're doing".
Forums can really suck.
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karma1959
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Re: Why won't tech support respond?
2016/06/08 13:16:22
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PilotGav
I love our community and I love Sonar.
However I hate that any time someone posts a valid concern here that even remotely reflects bad on Cakewalk they are made to feel like dirt. Telling someone that they have no right to use Sonar if they aren't " literate in computer usage, setup and diagnosing simpler issues, you should probably buy a tape deck" is pretty sad in my eyes.
The original post wasn't even negative. It was well communicated and not accusatory in any way. But still the need to pounce on him is there.
I remember posting a couple of years ago that I wished Sonar had AUX tracks. I was BLASTED for having the nerve to recommend the feature because "if you need Aux tracks you don't know what you're doing".
Forums can really suck.
+1. 99% of the time, this forum is awesome. And frankly, it's far better than any other forum I'm on - and it's one of the main reasons I am a Sonar user. But on the rare occasion this happens, it makes me think the forum still has a little room to grow.
Sonar Platinum x64 on Win10 64, Dell T7400 w/ 8 Xeon cores, 8 Gbyte RAM, 3 hard drives, RME Fireface UFX, UAD-1, Mackie Control, Adam A7X
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Frostysnake
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Re: Why won't tech support respond?
2016/06/08 13:26:41
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I don't think Dcumpian was meaning any disrespect...I certainly was not. Maybe not worded the best, but a simple point that one should consider when hopping on a program (or ANY program) of this depth and magnitude. Sorry if I was taken wrong and I don't know the original poster, but I am pretty sure he was being a little sarcastic  .....and this forum has been a TREMENDOUS help to me and has pretty much helped solve EVERY issue. Peace and chicken grease...
Sonar Platinum Windows 7 64-bit 1 TB Hard Drive\Seagate 500 GB Slave VS-100 MOTU 2408 MK3 A-Pro 800
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Mack
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Re: Why won't tech support respond?
2016/06/08 13:27:55
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I must say Dan, that your comment that the poster should buy a tape deck was rather unfriendly.
Sonar Platinum Cakewalk BandLab Sony Sound Forge Pro 10 Garritan Personal Orchestra 5, Instant Orchestra MOTU Ultralite MK3 Hybrid Windows 10/64 Intel i7 CPU, 16G RAM Dual Screen Monitors ADK Pro Audio built Computer
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dcumpian
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Re: Why won't tech support respond?
2016/06/08 13:42:48
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Frostysnake
I don't think Dcumpian was meaning any disrespect...I certainly was not. Maybe not worded the best, but a simple point that one should consider when hopping on a program (or ANY program) of this depth and magnitude. Sorry if I was taken wrong and I don't know the original poster, but I am pretty sure he was being a little sarcastic .....and this forum has been a TREMENDOUS help to me and has pretty much helped solve EVERY issue. Peace and chicken grease...
I wasn't. I was simply pointing out that many times, we as users must take it upon ourselves to try and resolve issues like Frosty did in the post above mine. That's what I was referring to. Dan
Mixing is all about control. My music: http://dancumpian.bandcamp.com/ or https://soundcloud.com/dcumpian Studiocat Advanced Studio DAW (Intel i5 3550 @ 3.7GHz, Z77 motherboard, 16GB Ram, lots of HDDs), Sonar Plat, Mackie 1604, PreSonus Audiobox 44VSL, ESI 4x4 Midi Interface, Ibanez Bass, Custom Fender Mexi-Strat, NI S88, Roland JV-2080 & MDB-1, Komplete, Omnisphere, Lots o' plugins.
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dcumpian
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Re: Why won't tech support respond?
2016/06/08 13:43:21
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Mack
I must say Dan, that your comment that the poster should buy a tape deck was rather unfriendly.
Wasn't directed at him. I was replying to Frosty. Dan
Mixing is all about control. My music: http://dancumpian.bandcamp.com/ or https://soundcloud.com/dcumpian Studiocat Advanced Studio DAW (Intel i5 3550 @ 3.7GHz, Z77 motherboard, 16GB Ram, lots of HDDs), Sonar Plat, Mackie 1604, PreSonus Audiobox 44VSL, ESI 4x4 Midi Interface, Ibanez Bass, Custom Fender Mexi-Strat, NI S88, Roland JV-2080 & MDB-1, Komplete, Omnisphere, Lots o' plugins.
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Andrew Smith
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Re: Why won't tech support respond?
2016/06/13 21:32:49
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Thanks you all for your responses and I see I've triggered some conversation about whether to upgrade to Platinum or not (which was not my intention). I will take the advice to post the actual problem, which I will do as a separate thread as it's unrelated to this one.
Thanks again all
Carillion dual core T7600 @ 2.33 Ghz 2 gig of RAM Motu Ultralie 1.15
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Andrew Smith
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Re: Why won't tech support respond?
2016/06/13 21:41:30
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But some answers to the questions raised above:
1. My original problem is that the method I have always used to create a simple instrument track no longer works. I inserted a track, my Ultralite is showing that there is midi input coming in but it's not transmitting to thr track. Perhaps it's a problem with the Ultralite but playback works fine. Input is set to Midi Omni
2. I first requested the tech support over a month ago now, so perhaps it is just a case of a backlog of tech requests
3. I also want cakewalk to succeed so i will be upgrading shortly
Thanks all
Carillion dual core T7600 @ 2.33 Ghz 2 gig of RAM Motu Ultralie 1.15
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dcumpian
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Re: Why won't tech support respond?
2016/06/14 08:47:10
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1. Rather than creating a simple instrument track, why not add the VST to the synth rack and then add a midi track and set the output to the VST. While simple instrument tracks are simpler, there are some things that are not exposed that are exposed when using separate tracks. If you can get that to work, then it could be some setting in the simple instrument track dialog that is making those not work.
2. Since you are not on Platinum, I suspect you might have a long wait ahead of you.
3. You'll love the new improvements.
Regards,
Dan
Mixing is all about control. My music: http://dancumpian.bandcamp.com/ or https://soundcloud.com/dcumpian Studiocat Advanced Studio DAW (Intel i5 3550 @ 3.7GHz, Z77 motherboard, 16GB Ram, lots of HDDs), Sonar Plat, Mackie 1604, PreSonus Audiobox 44VSL, ESI 4x4 Midi Interface, Ibanez Bass, Custom Fender Mexi-Strat, NI S88, Roland JV-2080 & MDB-1, Komplete, Omnisphere, Lots o' plugins.
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Bristol_Jonesey
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Re: Why won't tech support respond?
2016/06/14 09:31:22
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Frostysnake
I don't think Dcumpian was meaning any disrespect...I certainly was not. Maybe not worded the best, but a simple point that one should consider when hopping on a program (or ANY program) of this depth and magnitude. Sorry if I was taken wrong and I don't know the original poster, but I am pretty sure he was being a little sarcastic .....and this forum has been a TREMENDOUS help to me and has pretty much helped solve EVERY issue. Peace and chicken grease...
I don't think he was. If this was 30 years ago, in order to be an "engineer" you had to learn how to splice tape, align heads, clean tape machines, load/unload tape plus a myriad of other tasks before you could start recording. Why would anyone think that the advent of computer recording has made the encompassing skill set any less daunting? You need to learn a new set of skills in order to achieve your goals and if you're not prepared to put the effort in to learn at the very least, basic computer literacy then you've chosen the wrong profession/hobby.
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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chuckebaby
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Re: Why won't tech support respond?
2016/06/14 11:05:08
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Bristol_Jonesey
You need to learn a new set of skills in order to achieve your goals and if you're not prepared to put the effort in to learn at the very least, basic computer literacy then you've chosen the wrong profession/hobby.
this is a great quote Jonesey. as many seem to think its as easy as hitting the power button then often complain when they are just not informed enough to know how to use the software. the software its self is not only an investment but so is the time one puts in to their own music. PS- still have 3 of these tape slicers.
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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John
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Re: Why won't tech support respond?
2016/06/14 11:38:47
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Andrew Smith
Hi all,
I'm hoping someone in this group can assist me. I've written to tech support several times to no avail. I have a long list of products I've purchased over the years, including X3 (haven't upgraded to platinum yet and not inclined to until I know I'll get support). I note when I submitted the requests very few of my products were listed as for support- perhaps the system hasn't recognized them - although they are there in the list of 'my products'
Calling is not really an option for me as their opening hours translate to 12am-7am here in Australia.
Any suggestions are welcome
Andrew
Welcome to the forum Andrew. I've gone through some of the posts in this thread and I wish to let you know we will look out for you and help you in anyway we can. This is a peer to peer forum where we help each other. We can't advise on CW's tech support. We have nothing to do with it. However our track record is excellent in solving problems and issues users have. I hope you are able to find answers to your questions. I will also be keeping an eye on this thread for now hoping people act as adult as we hope they will. As far as I can tell you have done nothing wrong.
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