Figured I'd post it here because it was due to the Cakewalk Groove3 promotion announced on this forum that I ended up buying a year's all-access pass.  All of a sudden I'm having a lot of their videos refuse to play. I just get a blank screen. Meanwhile, others in the same course work fine. I've tried 4 different browsers and the same result every time.  Fine, I thought, I'll email customer service. That was almost a week ago, no reply. No "sorry to hear you are having difficulties," nothing. So then I called their helpline. No answer, so I left a voicemail asking them to call me back (like the message said they would). Again, that was a week ago and I've had no call so far.  So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you.

That's a pity; I was considering buying a month's subscription from them after buying the X1 Mixing Groove 3 video from the Cakewalk store and they got back to me really quickly in response to an email I sent them, with lots of information.  I asked them whether they kept any financial information on their servers (as their monthly subscriptions are auto-repeating).  They actually use a 3rd party for that, but I'm so circumspect about have any financial details held on servers these days that I decided not to go for it.

FWIW: I had excellent response from G3 support (Asa). I would try resubmitting the trouble ticket, sometimes things do get lost in the cracks.
 
Regards,

I had some issues with the 30 day pass cake gave us a while back, asa was very quick to reply and she's also very nice.
they will make sure you get your year, so need to worry about losing time.
 
try firefox?
though it sounds like you've already tried 4 different ones, possible a flash update? 
with me it was using ie 10.
 
good luck, I hope it all gets worked out for you.

chuckebaby
I had some issues with the 30 day pass cake gave us a while back, asa was very quick to reply and she's also very nice.
they will make sure you get your year, so need to worry about losing time.
 
try firefox?
though it sounds like you've already tried 4 different ones, possible a flash update? 
with me it was using ie 10.
 
good luck, I hope it all gets worked out for you.

Yep tried all that, tried Firefox, Chrome, IE and Opera, the same thing. Also deleted all cookies and temporary files etc. No joy. I always update Flash when Adobe prompts me to so I don't think it's that either. I figure it can't be the video player because most of their videos work. It's just select ones that don't. For instance I got halfway through Eli Krantzberg's course on reverb and then they just stopped playing. Trying a few at random from the mixing category I found that in a lot of the courses there would be one or two that didn't work. It's really baffling. 
 
Anyway I'll resubmit the inquiry as suggested above. I do find it strange that I didn't get a reply from either the email (sent via their website's support form) or the phone call. 

sharke
 
So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you. 

I had the unfortunate experience of becoming extremely ill (terminal salivary cancer) in January and, due to dealing with the illness and radiation, missed out on the month free Cakewalk promotion that followed. I was hoping to watch videos on recording after Easter in part to ease my rehabilitation and strengthening time. I contacted customer support to see if I could apply my "pass" after the fact since I had been unable to view a pc (virtually blind) during that promotional period.
 
Tony Laughlin got right back to me and said he saw I was in a difficult way and verified I had not logged into my account. Rather than re-apply the month promo, he SERIOUSLY extended the promo for me. Unbelievable!!!
 
I wasn't able view a pc monitor until June, but I began watching videos and am now back to recording for what time I have left. But I am exceedingly grateful to Tony Laughlin for his extreme generosity and kindness. I will be renewing my subscription over and over should the Good Lord give me the time to do so.

robbyk

sharke
 
So just in case you were thinking of buying a subscription, be aware that they have the worst customer service and if you're not getting what you paid for, they'll just ignore you. 

I had the unfortunate experience of becoming extremely ill (terminal salivary cancer) in January and, due to dealing with the illness and radiation, missed out on the month free Cakewalk promotion that followed. I was hoping to watch videos on recording after Easter in part to ease my rehabilitation and strengthening time. I contacted customer support to see if I could apply my "pass" after the fact since I had been unable to view a pc (virtually blind) during that promotional period.
 
Tony Laughlin got right back to me and said he saw I was in a difficult way and verified I had not logged into my account. Rather than re-apply the month promo, he SERIOUSLY extended the promo for me. Unbelievable!!!
 
I wasn't able view a pc monitor until June, but I began watching videos and am now back to recording for what time I have left. But I am exceedingly grateful to Tony Laughlin for his extreme generosity and kindness. I will be renewing my subscription over and over should the Good Lord give me the time to do so.

Sorry to hear about your troubles, I wish you all the best! I hope you can focus on the many, many people who have defied the odds (and the predictions of doctors) throughout history. Sounds like Mr. Laughlin is indeed a very kind and generous man, and I hope my experience was an anomaly. 

I could be wrong, but I suspect groove3 customer support is a guy and his dog.  If he's on vacation or under the weather, there may not be a lot of support forthcoming.  I've had two issues which required my contacting them.  The first of these was dealt with nicely.  As to the second, I emailed them about a problem with their new iPad viewer app and heard zip back.

I"ll give Groove 3 a good nod also... there's no accounting for the situations individuals encounter...
SO...my words aren't to debate the OP ...mere;y to lend whatever energy I can to help get you a response...
 
robbyk ... here's a toast to your intrepid forward, positive thinking ...I'm sure all who read your post will wish you well

musec03
 
All the best back at you and thanks :)
 
This life of recording and music we live is a good life. I'm going out in a good way with it, thanks be to God!
 
And thanks to Sonar and these forums and all these posters like yourself who are helping make the ride a pleasant journey, indeed, everyday.