Help Us Help You! (Please...)

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The Merging Technologies team cannot be held responsible for support queries logged on the public forums. If a support query is logged here and only here, it may not be found and dealt with by the appropriate team.
To ensure that your support issue or bug report is dealt with properly and in good time, please use the link to the tech support request form page on the Merging website.
Make sure to let us know what version you are using when you send your mail. THANKS!

Help Us Help You! (Please...)

Postby Graemme » Thu Feb 24, 2011 10:14

Hi Everyone,

It's really important to include as much information as possible about your particular Pyramix system when writing to ask for help in the forums here.

At a minimum, I suggest:


Software

Pyramix version, including build number?
Native, MassCore or Mykerinos?
Windows version and Service Pack number?
Other apps running at the same time as Pyramix?
Anti-virus software in use?
Which feature keys are installed in your system?

PC Hardware

Laptop?
Merging Turnkey system?
Motherboard?
RAM?
CPU?
CD-Writer?

Interfaces

Sound cards, interfaces, etc. for Native, including firmware revisions?
Mykerinos boards: Which model and version? Which daughtercard?

Controllers

Brand and Model of controller?
Firmware / Driver revision?
USB / MIDI?
Do you have the appropriate Pyramix key to enable the use of controllers?

What is or isn't happening?

Please also describe the problem you are having in as much detail as possible, but don't over do it...try to strike a balance between "It's broken" and a 24-volume encyclopedia describing (e.g.) how you think that the new colour scheme in V7 changes the sound of the mixer's dither...

Finally, please first do a search here across the entire forum, as your question may have already been answered. Remember that if you expect a reply from Merging's tech-support team, you should contact them directly and copy the info that you've posted here.

http://www.merging.com/contactform/bugreport


Respectfully,


Graemme
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Graemme
 
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