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Sonar Customer Support-- C 'mon!!

Discussion in 'Sonar' started by kaddy77, Jul 1, 2002.

  1. kaddy77

    kaddy77 Guest

    I emailed the below letter to Andy Maddock at Sonar customer support on May 5th. It was resent a week later. To date, there has been no response. I thought there was a user forum at news.cakewalk.com, but I didn't see one. Maybe somone here can help.

    Is sonarsupport@cakewalk.com the correct email address for Sonar customer support? Obviously, if it is no longer current, that would explain the non-response. If this is the correct email address, then someone please advise as to know who at Cakewalk actually helps out with customer issues like these.

    Here is the unanswered letter of 5/5/02:

    ---------------------------------------------------------------------

    Hello,

    When I push the scroll bar on the far right upward, I get the red DROPOUT message just about every time. Even if I only have one MIDI track in the whole song. ONE TRACK!!!!

    Is this a known bug?

    Why can't I use Sonar for more than 5 minutes without stability issues bringing the session to a halt?

    Do certain Sonar bugs only show up on certain DAW's? (mine)

    How could one MIDI track render Sonar completely unstable and unable to handle the most elementary recording tasks?

    Is it normal to lose single sustained (drone) MIDI notes when selecting/exporting .wav files from Loop Explorer? (I can live with that, but don't want to be guessing what Sonar should or should not be able to do.)

    Is it normal to lose all current MIDI notes when simply MINIMIZING loop explorer and returning to Sonar track view?

    Why does Sonar lose it's MTC sync (with Roland 1680) when I do the simplest things, like exiting piano roll? Any suggestions?

    How on Earth are these film soundtrack composers in Hollywood and major producers handling dropouts and crashes and sync problems and loss of MIDI notes? Do they REALLY use what I am using? I just don't get it!!

    I have deleted my "ini" file and uninstalled and reinstalled Sonar a thousand times.

    Because I know you'll need the info, I am using a 3800.00 "turnkey" DAW system by Studio Cat that is totally state-of-the-art: Midiman Midisport 8x8, Delta 1010, and DAW box loaded with service pack one and a dual-boot system ('98 & 2000).

    After finding Sonar to be a disastrously unstable over the first 10 months, the DAW was rebuilt and retested by Studio Cat, so it should now be BULLETPROOF. But I am again experiencing more problems, canceled sessions and wasted time. i.e. LOSING MONEY.

    I await your response and DO appreciate any insight you can offer.
     
  2. bgober

    bgober Guest

    hey kaddy,
    i certainly understand you frustration. i can offer some advice here that might be helpful.

    i believe that you are using a valid email address and the reason cakewalk may not be responding (i assume that this is your letter in it's entirety) is that you must include your version, serial# and any applied updates.
    also it would probably be helpful if you let them know more specific info about your system
    CPU,
    memory,
    basic cofiguration (how many harddrives, how are they set up)
    my experience is the more info they have the better they can help you. all that being said cakewalk does not have what i would call premium support so you will have to be patient and diligent.
    coming to this forum and forums like this is i believe your best bet in most cases. i personally have found this forum to be the best and well worth the investment.
    Opus2000, the moderator of this forum has put together a document(s) for optimizing your OS for audio. you can do a search on 'optimization' on this forum or go to http://www.opusaudioprojects.net
    (i hope that Opus doesn't mind) there is a link there to his documents. there is also http://www.musicxp.net and tascam has info on their site.

    it sounds like most of your problems are configuration issues based on what little info you have provided about you system.

    hope this helps.
     
  3. audiohead

    audiohead Guest

    Jim Roseberry, the founder of Studio Cat, should be taken out and shot for charging so much and failing to configure your DAW. Sonar has nothing to do with your problems, it i a very stable platform. The problem is in your system configuration.

    Just for starters:
    What is the version of drivers you're using?
    Do you run ACPI or Standard PC?
    What video card?
    How IRQs are assigned?

    ah
     
  4. Opus2000

    Opus2000 Well-Known Member

    Support is a key factor to any successful software company. Most companies would at least reply back with a query to whether you have the serial and recent upgrades and etc etc...but it seems as tho cakewalk could care less..tsk tsk
    Now, as far as Studio Cat redoing your system...I don't think that would be the issue..but I could be wrong. I don't know what they did to it but if it still does the same thing than you would have to wonder about the program than.
    I seriously doubt that Studio Cat screwed it up..Jim has been in this biz for quite some time and does indeed know a thing or two!
    Anyhue...Why don't you list your specs and setup that you have and let's see if we can't help you out in any way!
    Opus
     
  5. themidiroom

    themidiroom Active Member

    Hmmmmm, I would think a true turnkey system would include configuration of the DAW software.
    Even with the default setting and an average computer, I didn't have the kind of Sonar problems described above.
     
  6. suspec57

    suspec57 Guest

    i would have to agree witht themidiroom. i never experienced those problems either and use sonar as my main program for music. need more info on system to diagnose problem just as audiohead stated.
     

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