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Technical Support

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Technical Support

Postby GaryExo » Thu May 30, 2013 1:09 pm

Any idea why I've had no response at all from technical support regarding two issues? The second issue I was asking about was sent on 16th May and the first issue was sent on 28th March! I used the same contact email as I had previously used when I received very prompt and courteous help. What has happened to the support?
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Re: Technical Support

Postby thorrild » Thu May 30, 2013 1:16 pm

Hi GaryExo,

I would just send the two tech support questions again, perhaps with a note that this is your second attempt. I've been getting the same, excellent help from Brian as recently as two weeks ago. Just to make sure, his address is support@notionmusic.com

Best wishes,
Thorrild
27" iMac 2013; OS 10.9.3
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Re: Technical Support

Postby Admin » Fri May 31, 2013 12:30 pm

Dear GaryExo,

I am not sure why this issue is happening. We are here and Brian is always available. We always answer the phone, and we always respond to emails.

Here is the email address: support@notionmusic.com

and the phone numbers :

International and Long Distance: 1-866-398-2994
Local: 336-275-2994

What name should he be looking for in the emails? I will let him know you are having trouble.

-Admin
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Re: Technical Support

Postby Brian » Fri May 31, 2013 12:53 pm

Hello,

This is a copy of the email that I sent back to you:

Entered on 05/16/2013 at 14:33:10 by Brian Meisner:
Hi Gary,

This is Brian from NOTION Music Technical Support. Thanks for the email. First of
all, when you load EWQLSO, you don't want to load it from the "VST Instruments"
family in Score Setup. You should have EWQLSO listed as an instrument group by
itself in Score Setup. If you choose an instrument from the EWQL SO tab, it will open
a dialogue box asking for you to navigate to the sample that it is looking for. You
have to navigate to each sample for each instrument. This used to work much easier
before an update to Play. Since you have to load each sample for each instrument, I
recommend setting up a score with all of your commonly used instruments one time
and using it as a template in the future. You can simply open the score and rename it
before making any changes. Thanks again for the email and please let me know if I
can be of any further assistance.

Best Regards,



Brian Meisner
NOTION Music Technical Support
866-398-2994
Brian
NOTION Music Tech Support
866-398-2994
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Re: Technical Support

Postby Brian » Fri May 31, 2013 12:54 pm

Hi Gary,

Here is my other response to you. I'm not sure why you did not receive these.

Entered on 03/28/2013 at 13:52:15 by Brian Meisner:
Hi Gary,

This is Brian from NOTION Music Technical Support. Thanks for the email. When
you upload a song to SoundCloud, Notion just authenticates to SoundCloud and
uploads your song. You are correct about the dialogue boxes needing to be updated
for Notion 4. I will be sure to inform our development team of the issue. Thank you
for all of your input and please let me know if I can be of any further assistance.

Best Regards,



Brian Meisner
NOTION Music Technical Support
866-398-2994
Brian
NOTION Music Tech Support
866-398-2994
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Re: Technical Support

Postby GaryExo » Mon Jun 03, 2013 10:35 pm

Ah, thanks, Brian.

I thought it odd not to have heard from you as you're always so helpful. I don't know where the messages went because I certainly didn't get them.

Regarding my EWQLSO query, I had already done as you suggest but I'm finding that, although everything is apparently loaded correctly, many articulations are not working.

Thanks again.
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Re: Technical Support

Postby Admin » Tue Jun 04, 2013 11:37 am

Gary,

You need to send these messages to Brian directly through the support@notionmusic.com email account. He will not see them unless I send him over to the forum as he is busy either responding to the tech support emails, or answering phones.

Thank you for your understanding.

-Admin
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Re: Technical Support

Postby GaryExo » Tue Jun 04, 2013 3:24 pm

Oh, sorry. Yes. I will.
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