In my experience............ never.
 
Well, not technically that's not true......... yet, but several years down the line I'm not expecting a response any time soon.

...wicked
Thanks all! I'm on day 4 now so it might fall in the circular file. I'll just ring them up next time the time zones line up for me. Luckily I've got 6 other tracks queued up for mixing to keep me busy.

Usually we get back to people within 2 days for tech support but I will admit we've been pretty backed up. I'll get someone to look at your case right now. BTW, records state your case was submitted 4/15/2014 at 3:37 PM EST.
 
We're working on some things internally that will improve our response time overall for everyone, both in terms of systems as well as staffing.
 

paulo
In my experience............ never.
 
Well, not technically that's not true......... yet, but several years down the line I'm not expecting a response any time soon.

The only cases I see that match your email address are and were resolved a while ago. Perhaps you sent with a different email address or to a different system?
 

Jlien X
Either within 2 weeks or never from my experience.

Same here.

Annnnd, first reply arrived. So 4 days! 
 
But, it's a little lite on help. As it just says to reinstall Rapture as the DXi only. It doesn't say if I have to uninstall anything or from what Rapture installer (as there's two in my account from where I bought it and where it came bundled...neither of which are downloadable individually)
 

If you don't clean up the registry and uninstall Rapture, at best the re-install won't happen because the installer will see a newer version is already installed.
 
If I wanted to perform a clean re-install of Rapture. I would

1. Copy "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" to new locations.
2. Run the Rapture uninstaller if one exists or delete "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture"
3. Remove registry keys HKEY_LOCAL_MACHINE\SOFTWARE\Cakewalk Music Software\rp and HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Cakewalk Music Software\rp
4. Install the oldest version of Rapture available. In my case, it would be from physical media. If it is from a download, it would need to be older than 25 Jul 2010 because DXi support was dropped with version 1.2.2. I am guessing the line item would say Rapture 1.0. The installer will need a serial number starting with CWRP100.
5. Once installed apply the 1.2 and 1.2.2 patches from http://www.cakewalk.com/S..rt/product.aspx/Rapture
6. Rename "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture"
7. Copy back the saved "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" from step #1.
8. Verify the DXi and VSTi versions load and work properly
9. Delete the renamed "C:\Program Files\Cakewalk\Rapture" and "C:\ProgramData\Cakewalk\Rapture" from step #6

 
I have not personally performed this process.

Thanks! I was actually able to install just the DXi version and get my projects ressurrected. Woo hoo! 

Good news.

No comment.

It's been two weeks for my issue. Still waiting. But I have noticed that if you call, it's much quicker and a little expensive if it's long distance calling ( in my case it is ) so far not very happy with tech support via email.