Support

Contacting Support

Instant Message Support is available and may be the quickest way to resolve an issue (rather than inherent delays of trading multiple emails with Support). See the Contact page for IM services supported.

Avoid delays when emailing Support by including your program configuration data . And include as much detail as necessary to help us with problem determination. Related error messages are sometimes found in the program log (found in Help -- Session Log).

Use the email link on the Contact page. Support requests are monitored Monday through Friday. Typical response time to email is 24 hours.

Always before emailing Support, check the program's Download page on our site and install the latest release. The program's Version.release can be found at Help -- About. All maintenance releases are FREE for the program Version that you purchased.

User's Forum

Use this forum to communicate with other users, post your comments, share tips, ask questions, and offer suggestions.

Sound Mill Users Forum

Error Log and Problem Determination

Follow these trouble shooting steps to fix most common post install issues. Our products will write error messages to the program log file in most cases. View the log by going to Help -- Session Log from the program main menu. If you cannot fix the error based on the message, please copy and paste the error message in any emails to Support. Most recent errors are found at the bottom of the log file.

General FAQs

Follow these trouble shooting steps to fix most common post install issues. If you are getting an error message, email it to Support. Check these frequently asked questions before contacting support. These FAQs apply to all of our products.

Activation issues

Your activation code should arrive in your email In-box within a minute or two after completing your purchase. If the email does not arrive, check your spam folder in case your mail server mistakes it as spam. Contact us if you fail to receive the activation email. If you have problems or questions about activating, go here for more details on activation.

Lost activation code: If you lose your activation code, or you did not receive it via email after purchase, go to this link for immediate retrieval: Retrieve lost activation code

Check Version History

The Version History section within the product pages on this Website indicates any reported bugs that are being worked on. Always check there first to see if a newer release has fixed the problem you are experiencing.

Purchase Terms and Conditions

Your purchase indicates you have read and agree to our Terms and Conditions.

Refund Procedure

You MUST follow our refund procedure to request a refund.

Edition Upgrades

Please follow the Edition Upgrades procedure if you want to upgrade your program license from one edition to another.

To Transfer Your Program License to Another Computer

You must follow the Program License Transfer procedure.

Software Publishers

All Software Publishers are granted permission to list our products on a download site or on a community links page if you comply with the following. You must notify us via the email link above that you intend to list one or more products and the Web url of the listing site or page. Also you must specifically state that you have read and agree to our listing permissions. You may use and resize screen shots to fit Web page design as needed. Listing our products on a Warez site (a software piracy site) is strictly prohibited. Listing permission may be revoked at our discretion without prior notice.

Listing materials are available at these links:
Sound Mill Pad file, Sound Mill screen shots
Matrix Mic Pad file, Matrix Mic screen shots
Tempo Game Clock Pad file, Tempo Game Clock screen shots

Windows Operating Systems Supported

Our products run on Microsoft® Windows® 7, Vista, and XP. An exception is Windows® 7 Starter edition is NOT supported since the .Net Framework is not available on that edition. Windows 32 bit and 64 bit OSes are supported. However, on x64 systems the program runs in 32 bit mode due to a DirectX limitation.