Mully
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Re:X1c Problems
2011/08/23 07:45:28
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What a funny forum this can be since the user base seems to have grown.... widely. Two standouts from this thread... 1. Walter calmed down & began to sound rational. 2. Cake support from Willy showed commitment. 3. All the other usual guff appeared. Troll blurts included.  Walter I am sure Cake will do their best to resolve your issues and we look forward to your post(s) of the outcome. Hope it goes well for you. Good times.... cheers!
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Twigman
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Re:X1c Problems
2011/08/23 07:55:11
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Willy Jones [Cakewalk
]
we back up our professional products with real 'live-human' phone support that is free and included.
Not for us Brits it's not....... we pay more and get less
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John T
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Re:X1c Problems
2011/08/23 07:58:05
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Cakewalk's end of it is free. There's not much they can do about the international call charge.
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ProjectM
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Re:X1c Problems
2011/08/23 07:58:12
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You should find your self a nerd Twigman. I did and he fix anything so I don't have to. Well, he does if it's serious or else he talks me through it. It's worth the occasional beer I buy him 
(Sonar Platinum - Win10 x64) - iMac and 13" MacBook - Logic Pro X ++ - UA Apollo Twin DUO - NI Maschine MKII - NI Komplete Kontrol S61 - Novation Nocturne - KRK Rokit 6 SoundcloudNegative Vibe Records
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John T
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Re:X1c Problems
2011/08/23 07:59:02
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You don't need to buy tech guys beer. Just an hour out of the cage once a day will keep them docile enough.
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Twigman
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Re:X1c Problems
2011/08/23 08:03:16
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ProjectM
You should find your self a nerd Twigman.
I am a nerd.....I've not felt a need to phone tech support apart from 1 time when CW suggested I could get support rom Edirol Uk - although I have filed several problem reports - if I have a technical problem I can generally fix it myself...I was just making the point that the phone support is not free for all. CW have suggested us Brits can get support from Edirol UK but they had less of a clue about Sonar than I did and claimed to not offer tech support.
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Re:X1c Problems
2011/08/23 09:47:59
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Not for us Brits it's not Ian - this is like the 3rd time now you have said that and I have told you that is simply not true. Support in the UK is provided by Roland UK. Support outside the US is provided by your local Cakewalk distributor. You can find the full list of them here: http://www.cakewalk.com/Dealers/global.aspx If they can't solve your problem they have a direct line to reach us on your behalf.
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John T
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Re:X1c Problems
2011/08/23 09:56:14
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Roland UK helped me out with updating the v700 drivers and firmware. It wasn't the most complex tech support call ever, but the guy on the phone seemed plenty knowledgeable enough.
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Twigman
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Re:X1c Problems
2011/08/23 09:57:44
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Willy Jones [Cakewalk
]
Support in the UK is provided by Roland UK. Support outside the US is provided by your local Cakewalk distributor. You can find the full list of them here: http://www.cakewalk.com/Dealers/global.aspx
Whatever. I phoned them once - Edirol UK - the UK distributor. It's not a free telephone number. They didn't know what i was talking about at the time. I don't bother calling tech support in UK - I figure out most problems by reading these forums or filing a problem report or e-mailing tech support in US. The quality of the tech support in UK is appalling - non-existent even - I know I'm not the only UK user to have mentioned it. You (Cakewalk) have always said that tech support is provided by Edirol UK (UK Roland distributor) but in my experience this is simply not true. Have you tried calling them with a technical problem?
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ProjectM
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Re:X1c Problems
2011/08/23 09:59:06
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I've been in touch with Tech Support at some point. Have no idea where they were, but it helped. I call my nerd in stead these days;)
(Sonar Platinum - Win10 x64) - iMac and 13" MacBook - Logic Pro X ++ - UA Apollo Twin DUO - NI Maschine MKII - NI Komplete Kontrol S61 - Novation Nocturne - KRK Rokit 6 SoundcloudNegative Vibe Records
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Re:X1c Problems
2011/08/23 10:14:30
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Have you tried calling them with a technical problem? Actually yes I have - we audit them rather frequently. Edirol UK no longer exists, they have been folded into Roland UK which now has support staff specifically for Cakewalk products. I know just about all of them and talk with them very regularly and they are as capable as the support staff here in Boston and if there is something they can't figure out they can reach us on your behalf. It's not a free telephone number. Tech support is not toll free in the US either, this is a pretty standard practice to not use a toll free number for free support. If we had paid support then absolutely, toll free should be expected.
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Twigman
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Re:X1c Problems
2011/08/23 10:22:32
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OK thanks - maybe now they're no longer Edirol UK the experience may be better.
Next time I need them, I will give them another try.
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John T
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Re:X1c Problems
2011/08/23 10:23:41
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Yeah, I was going to say... Edirol's not existed for something like three years now, if memory serves.
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Twigman
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Re:X1c Problems
2011/08/23 10:24:28
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Willy Jones [Cakewalk
]
It's not a free telephone number.
Tech support is not toll free in the US either,
we back up our professional products with real 'live-human' phone support that is free and included. Confused - it's either free or it's not.
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John T
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Re:X1c Problems
2011/08/23 10:37:19
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It's a service that doesn't cost anything, ie: it's free. The cost of the call is down to the phone providers, but it's just a standard phone call. It's not premium rate line, or any other kind of arrangement that means you ultimately pay Cakewalk for it. So you know, free.
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John T
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Re:X1c Problems
2011/08/23 10:38:01
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When you phone your friends, do you ask them to pay you back for the call?
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brundlefly
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Re:X1c Problems
2011/08/23 10:49:52
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Good job cluttering up the this thread so the OP won't ever see the proposed solution, guys.  I suspect the OP won't even need tech support to address this likely config-related issue if he can find my post (#24).
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Mesh
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Re:X1c Problems
2011/08/23 10:52:44
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Platinum Gaming DAW: AsRock Z77 Overclock FormulaI7 3770k @ 4.5GHz : 16GB RAM G.Skill Ripjaws X 250GB OS SSD : 3TB HDD : 1TB Sample HDDWin 10 Pro x 64 : NH-D14 CPU Cooler HIS IceQ 2GB HD 7870Focusrite Scarlett 2i4The_Forum_Monkeys
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Twigman
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Re:X1c Problems
2011/08/23 10:55:06
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John T
When you phone your friends, do you ask them to pay you back for the call?
LOL I phone my friends when I have free phone calls - after 20.00 and on weekends.
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Jabberwock777
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Re:X1c Problems
2011/08/23 12:06:37
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brundlefly
Good job cluttering up the this thread so the OP won't ever see the proposed solution, guys.
I suspect the OP won't even need tech support to address this likely config-related issue if he can find my post (#24).
Thanks for the headsup, and I did see it since I'm looking, desperate to try anything that doesn't involve software reinstalls. Unfortunately, it failed to fix the problem. I still get unpredictable, sometimes no playback from samplers (I said softsynths earlier; not sure if it makes a difference in this case) though the ins and outs are all correct, even though the MIDI tracks are showing that they're sending information. Often even direct input from my keyboard isn't producing sound anymore. I'm waiting until the support guys on the West coast have had their coffee before I call, and opening previous projects in the meantime to see if I can reliably get a repeat problem. Again, thanks for the tip though...the MIDI buffer reset is the sort of information I'd like to see Cakewalk mention in their update notes (I can't find it if it was mentioned). I'm half expecting that the problem may be something that simple. Walter
post edited by Jabberwock777 - 2011/08/23 12:08:44
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pwal
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Re:X1c Problems
2011/08/23 12:40:26
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Bub 
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Re:X1c Problems
2011/08/23 14:21:00
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Willy Jones [Cakewalk]
You can roll back from X1C to X1B? Please explain how. I'd really like to know how I could have gotten rid of that nasty 2010 Redistributable update it installed on my PC as well. This requires completely uninstalling/reinstalling. The QuickFixes do the handy backups thing, X1c is a full-on update that updates shared components not just the .exe
The C++ 2010 redist package is from Microsoft. We don't make it, but it is required for SONAR to run. You can also download/install these manually from here (x86): http://www.microsoft.com/...n/details.aspx?id=5555 and here (x64):http://www.microsoft.com/.../details.aspx?id=14632
This X1C update has screwed up more than a few systems. It caught me off guard and I'm always screaming about doing backups, although in this case a backup wouldn't have helped. I don't believe this is the case, this post is the first I have heard of it.
There's been a few cases reported here on the forums, but I know I know ... you guys don't take the forums in to consideration. As for Acronis True Image restorations ... what happened in my case was, I installed the X1C update and my CPU usage for certain plugins and some projects started going through the roof. I did a restore from an image and it did not fix the problem. I've gone back to a fresh install of Windows 7 SP1 and a fresh install of 8.5 and X1 and the problem is still there ... so what am I going to do now? Let's not hijack this thread. The thread I'm referring to is right here. If you wish to continue discussing lets do it there. Thanks, Bub
"I pulled the head off Elvis, filled Fred up to his pelvis, yaba daba do, the King is gone, and so are you."
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stevec
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Re:X1c Problems
2011/08/23 14:35:33
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sometimes no playback from samplers (I said softsynths earlier; not sure if it makes a difference in this case) though the ins and outs are all correct, even though the MIDI tracks are showing that they're sending information. Does this happen with all projects, even newly created ones in X1c, and when inserting synths into new projects? What about something like True Pianos or Pentagon?
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Peter Morrison
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Re:X1c Problems
2011/08/23 16:10:02
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Jabberwock777
Dear Cakewalk...stop updating.
I have projects due, and I downloaded and installed X1c because it looked like an improvement, that it would solve some problems.
Now, Cakewalk TTS, Dimension Pro, and even TruePianos all want to stop functioning for no apparent reason. This didn't happen before the update, and they're all instruments I've been using for a living.
This is the kind of crap that makes people run screaming for another program, period. Fix it, and be done with it. Then stop effing up an otherwise perfectly good platform. It doesn't matter how feature-laden or great sounding your product is if I can't depend on it to function, and it doesn't matter what issues your updates fix if they bring up new problems. Seriously, I've been using your software since the '90s and I love you guys, but I'll be forced to stop and switch to Cubase if this kind of thing keeps up.
I'm about to have to explain to a client why his project isn't done when I said it would be. That's a business-killer. So, yeah, thanks.
Walter
Hi Walter my friend has just upgraded from Pro Tools 8 to 9HD and he is having all sorts of problems and 9 HD has had 3 upgrades since its beginning of less than 6 months. It goes with the territory. If you have on-going projects, use your tried and tested version everytime.
Peter
Gear;-4 copper kettles-a large dustbin-a piece of string and a cotter pin. I keep a spring on standby
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Jabberwock777
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Re:X1c Problems
2011/08/24 01:08:18
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stevec
Does this happen with all projects, even newly created ones in X1c, and when inserting synths into new projects? What about something like True Pianos or Pentagon?
This has ONLY happened with projects started since the update. I can even open projects from before X1c and play them just fine. Open up a recent one, and boom, sporadic playback, with any softsynth or sampler. They work, or don't, seemingly at random. The fact that this doesn't happen with older projects leads me to believe that the update changed a setting somewhere.
I called customer support this morning, and the problem was not readily solvable; the customer support rep has a copy of my project and is looking it over. His theory is that there's something in an existing MIDI track sending NRPN or RPN messages...the only problem with that being that I'd already thought of and eliminated that. It also doesn't explain why NRPN or RPN messages would result in inconsistent playback rather than consistently preventing it.
I'm confident the problem will be resolved, however. Until then, I'm headed over to my dad's house to work. He didn't update past X1a, and has most of the same instruments as I do.
Yup, Peter, I'm aware other DAWs have issues, and a lot of it is related to Microsoft giving developers whiplash, I'm sure; a Cubase-based studio in town has had similar problems, and the owner is not updating to version 6 as a result. I'm not surprised to hear about PT, either. Having said that, if I only used my "stable" platform, I'd either have to have two copies of Sonar running, never upgrade, or put projects off until I was done upgrading, none of which sound like a viable option. I will go back to 8.5 since it's still installed on my computer if I have to (i.e. my dad's-studio-as-backup plan doesn't work out), but up until the latest update, X1 was a stable platform for me, no reason to think it would go wonky. Thanks, though.
I'll keep all posted regarding problem, solution, and Cakewalk's level of customer service since others (hopefully in the minority!) seem to be having frustrating X1c experiences, as well.
Walter
post edited by Jabberwock777 - 2011/08/24 01:10:35
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6stringsat100mph
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Re:X1c Problems
2011/08/24 11:35:52
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This is amazing... Yea the guy was upset and could have been nicer in describing his frustration (aka lashing out), But instead of questioning a problem with the update, we are blaming the guy who installed the update because he didn't back up first? Really? And just HOW does this backup FIX an update issue if there is one? So when his wheel falls off the car after having his tires rotated, you guys blame him for not checking the air pressure himself before pulling away from the dealership??? LOL really???
Yes sir. It is sad really. This place back around 6 or 7 years ago had a few a-hole wisecracking fanboy's that would tear apart anyone who was upset and speaking out to cakewalk but not nearly as many as there are now. I have no idea why so many adopt the attitude that this is their house and how dare anyone come in a say nasty things. They are precisely the ones that should be shown the door to "their house". Mark
post edited by 6stringsat100mph - 2011/08/25 13:35:20
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Jabberwock777
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Re:X1c Problems
2011/08/24 19:35:13
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OK, time for me to eat a little bit of crow. But only a little bit. For the record, I'm running a six-core 64-bit AMD processor with 8 gigs of RAM, Win7 Home Premium, X1c 64 bit. I save constantly (hit ctrl-s with nearly every take, a habit left over from my time using PT in another studio with a crash-happy Mac), and back up my projects to an external TB drive. Getting my data was never an issue (seems there was some confusion due to my complaining more than explaining the problem initially. Again, I apologize.) My issue was this: my first project after the X1c update went fine for a while, and then DP, TruePianos, TTS-1 and Cakewalk Sound Center stopped reliably reproducing sound. I would see the meters going on the MIDI data for the project, nothing coming in on the connected instrument and no sound. It did this seemingly randomly, some tracks playing back sometime, never all at once, and never when I exported. The audio data on the project played without a hitch. Previous projects opened and played just fine, mind, the only problem project was what I'd done after updating. The project is backing tracks for a cover band; I often get handed MIDI tracks they pull off the internet, and I replace them with something more accurate that actually sounds good. I'll frequently use the original track as a guide or timeline for meter/tempo changes, but never actually use the original MIDI data or GM sounds since they're so horrible. My first thought was that NRPN, RPN, or SysX data was interfering, so I muted the tracks containing such data, erased patch change entries, etc. Still no solution. It was after a couple of hours pulling on my hair that I posted. Again, my apologies for coming off as a bombast and losing self control enough to post on an internet forum while angry...I'm normally a pretty levelheaded, pleasant guy. I called Cake customer support and spoke with Jon, who walked me through a few things and into the plugin properties menu, making sure DP wasn't receiving NRPN data anymore, and making sure that nothing besides notes were being sent to the samplers. Still not solving the problem, so he had me zip the project up and email it to him. He emailed back this morning; apparently, the only missing piece after we'd done all that was to open new instances of the samplers involved, something I've never had to do before. Boom, problem solved. Now here's where I still have a concern, albeit a small one; why would I get playback sometimes and not others? Why wouldn't it fail to play every time? Why did the usual fixes involving unnecessary MIDI data fail to work the same way after the update? If anyone could provide some answers, that'd be great. In the meantime, I'm having trust issues with my software. All told though, my response under stress aside, the project's back on track, X1c appears to be functioning as ordered, I learned to call customer support before posting anything here, and Cakewalk showed that they back their product and provide solutions. So I'm walking away happy, if a little wary as to what other minor changes may pop up as a result of the update. Thanks for your guys' help, and to Cakewalk for making things right with a customer. Walter
post edited by Jabberwock777 - 2011/08/24 19:37:05
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brundlefly
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Re:X1c Problems
2011/08/24 20:36:05
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apparently, the only missing piece after we'd done all that was to open new instances of the samplers involved, something I've never had to do before. Neither have I. That's pretty strange. Do you still have the non-working copy of the project? Do those samplers have a GUI keyboard or other way to audition their sounds internally? That might help clarify whether the break was in responding to MIDI tracks, or getting output to the audio track hosting the output.
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stratman70
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Re:X1c Problems
2011/08/24 21:36:36
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Sorry, I don't think it's ever OK to come on here screaming and then get defensive and nasty because some folks go "Whoa, WTF?
There are so many "free" imaging software packages that are fabulous, not to mention system restore for both XP and W7. Granted, System restore doen't get everything, but it usually fixes the issues.
I only have a lowly home stusdio but I have images and backups all over.
Hindsight, nope-it's called common sense. So you should be screaming in a mirror, not at anyone here.
No help was asked for until sides were drawn and teams were set.
Friggin' joke
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mikey
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Re:X1c Problems
2011/08/24 23:13:50
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A dose of that medicine might cure us all Stratty... Makes sense... But its hard to go to church around here with all the preachers not spoonin up what they sell... ; )
post edited by mikey - 2011/08/24 23:20:14
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