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Product Technical Support
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We have several options for your convenience:
- Telephone support: Mon - Fri 9am - 6pm
- Submit online technical support / RMA request
- Fax technical support / RMA request: (818) 955-7176
- Email technical support / RMA request: support@buyaudiogear.com
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New!! Live Online Support for ProTools!!
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We can provide remote support of your Mac or PC based digital audio workstation! No software or licenses are required. Simply click on the link we send you which takes you to our online support entry page! Internet Explorer IE6 is required.
- Fees: 100.00/hr. for the first hour, 75.00/hr. thereafter. 1 hour minimum.
- Hours of operation: Mon - Fri. 9am - 6pm
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ProTools Troubleshooting
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- Make sure you have your clock scheme configured correctly. Digidesign 888's need superclock (256x) in order to lock reliably. Apogee AD-8000 interfaces may use word clock (44.1/48k), or superclock (256x) depending on configuration. ProTools 192 HD interfaces use loop sync/word clock only. Consult the manual! Daisy chaining word clock cables should be avoided. Use a WC/256x distributor instead.
- Use the system usage window in ProTools to monitor the PCI bus load when troubleshooting PCI bus problems.
- Never unmount or spin down drives while ProTools is open
- If your I/O interface does not pass audio, check your playback engine with ProTools open, and your session closed
- Remember, if you are generating LTC and using loop playback, you are putting additional stress on the Mac's PCI bus, and may encounter more frequent PCI - related errors
- For OS9 users, check to make sure your ATTO Express Protools extension is turned off
- Open the ATTO control panel, double click on the associated SCSI device ID, and confirm the following settings: 20Mb/Sec (Mix+), 40Mb/Sec (HD), synchronous SCSI. If you have an LVD enclosure and drive carrier, double those figures. Double click the associated SCSI bus, and confirm that termination is set to automatic.
- We recommend the following settings for memory allocation: (24 Mix+): 512Mb CPU RAM - DAE 100k, ProTools 80k, (HD): 2Gb CPU RAM, default buffer (2), which allocates approx. 109MB of system memory in OSX when using full voice count.
- Use TechTool Pro or Alsoft DiskWarrior to optimize your hard drives if you encounter frequent DAE errors. Ensure your playback buffer is set to 1 or 2
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