Subject:Sony Support

Posted by: rumun

Date:5/10/2012 2:10:33 PM

Hi, I sent a question to Sony regarding an issue I am having with Acid Pro 7 over a month ago. I was wondering if anyone here has ever contacted them previously? I have never had to wait anywhere near this long for a response from any business, and would like to know whether this is a usual amount of time for them to take with a response?

Thank you in advance.

Subject:RE: Sony Support

Reply by: Geoff_Wood

Date:5/10/2012 3:40:11 PM

Did you get a confirmation email that your issue had been logged ?

geoff

Subject:RE: Sony Support

Reply by: b.complex

Date:5/11/2012 8:22:14 AM

I never had to wait more than 48 hours for a response from Sony about anything. What is your issue? Maybe we can help.

Subject:RE: Sony Support

Reply by: rumun

Date:5/11/2012 10:30:56 AM

Hi, thanks for the replies. Yes, I did get a confirmation that my question had been logged; I also ticked the box asking for an answer to my question.

My problem is that beatmapped files do not play back in the exporer window; selecting "play with media player" works, however due to this problem I can not preview beatmapped files while a project is playing.

I will send another request to Sony.

Subject:RE: Sony Support

Reply by: rumun

Date:5/19/2012 6:07:39 PM

I still haven't heard anything back from Sony. After reading through a few of the posts here claiming Acid Pro has been discontinued by Sony, would I be correct in assuming that support for the product has also been discontinued?

I spent hundreds of pounds on this software last year, not that long ago in my opinion. I was of the belief that I should at least be able to get assistance with making the software work as it should during this time period.

Subject:RE: Sony Support

Reply by: Geoff_Wood

Date:5/19/2012 8:10:00 PM

You should have also read, from somebody in authority, that Acid has not been discontinued.

Still the support ticket issue is poor and the is no excuse - keep nudging it.

geoff

Subject:RE: Sony Support

Reply by: b.complex

Date:5/22/2012 8:32:36 AM

I've never had that issue, so I cannot help.
My first thought would be to make sure that you have the "auto play sample" button checked in the explorer window tab - Also, no one in authority has stated that ACID has not been discontinued, only vaguely that it "has a future"

Good luck with your support ticket.

Subject:RE: Sony Support

Reply by: rumun

Date:5/23/2012 3:56:04 PM

Yes after reading further I have seen that there has been no confirmation either way for Acid. Either way, six weeks (and counting) is far too long to wait for a response in my opinion and I find the conduct of Sony Support in this matter totally unprofessional.

I have checked all the obvious things, including the auto-play button; I have also tried unticking it, then manually selecting play. Interestingly, CD Architect does NOT have the same problem, and auto-preview works perfectly with all files.

I also do not have this issue on my laptop (win7 64 bit), nor did I when I was running vista on my desktop. However I get much better latency in XP so if I have to live without previewing beatmapped files then so be it.

Thank you for your responses, I appreciate you having taken the time to write a reply.

Subject:RE: Sony Support

Reply by: rumun

Date:5/28/2012 5:30:52 PM

Well I have now sent three messages to support; I hope that those of you who fequent this forum do not mind if I keep nudging this post for a little while to see if anyone here has any advice or experience with this problem:

Beatmapped files will not preview from the Acid explorer window. "Auto-play" is selected; deselecting and pressing "play" manually doesn't help. Selecting "play with media player" will open the files in my media player though. No matter which driver I use (ASIO, DirectSound etc), the same problem occurs.

CD Architect does not have this problem, nor do loops or one-shots selected in the Acid explorer window.

Subject:RE: Sony Support

Reply by: b.complex

Date:5/29/2012 7:39:13 AM

Can you try this:
1. Take an audio file and duplicate it. Give them two separate file names (of course)
2. Beatmap one version, leave the other the way it is.
3. Will either play from the explorer window?
4. Are these files stored in the same location as your samples and loops that play fine?

I'm just wondering if it is truly a beatmapping thing, or if the files are stored in a location where it takes awhile for the drive to spin up (some drives spin down depending on your system settings and then they need to spin up to become instantly accessible again)

Subject:RE: Sony Support

Reply by: rumun

Date:5/29/2012 11:42:46 AM

Hi, thanks for the reply. It is definitely not a storage problem; I have tried saving the files to an external drive and the problem persists. My main sample folder is on a dual 7200 rpm raid 0 setup as well, so I doubt it's a problem with access time.

I have tried the steps you suggested, and the non-beatmapped files play fine. It is also not a matter of file length; a long file, if not saved with beatmapper information, will preview. When beatmapper information is saved with the file it will not. It is never the file in question that is the problem, but saving the beatmapper information.

I have narrowed it down to being an incompatibility with the beatmapper playback on my system, and really want to be able to troubleshoot the services/drivers that the beatmapper model relies on.

Subject:RE: Sony Support

Reply by: b.complex

Date:5/29/2012 12:13:49 PM

Sounds like you did a pretty thorough process of elimination. Must be some marker in the data that it isn't reading or something...

Subject:RE: Sony Support

Reply by: rumun

Date:5/29/2012 2:18:09 PM

I managed to fix it... I had previously tried reinstalling acid, but this did not help. I had assumed that my install was ok, but today decided to give uninstall & reinstall another try, along with a hunt through the registry for references to Acid. Before changing my preferences etc I tested out playback of beatmapped files and it worked! I then set about changing my preferences, only to find once I had Acid set up as I normally did the beatmapped files would not play again... I then reset all to default, but the problem persisted. So another uninstall & reinstall, then carefully changing all the settings one-by-one then re-testing beatmapped files.

Turned out the problem was having "enable XP theme support" unticked; interestingly, unticking it then re-ticking the box does not fix the problem: it must never be unticked after install on my machine! Really strange problem and I have no idea what the root of the issue is. Audio software is pretty much the only programs on this computer, all installed on a fresh install of XP. This is the first uninstall I have done on the machine as well so can't work it out at all.