What do I do when Ableton fails to respond to support requests?

[re:dream]

I am having a technical problem with live and have submitted a request for technical support. This included a detailed description of the problem and the status report.

I received the usual automated response promising that 'a member of our team will get back to you as soon as possible'

That was a week ago. Since then I have not had a peep.

I have also sent a follow up message, both via email and via the page on the Ableton technical support site.

No response.

What do i do? Call Berlin?

HelloPeter?

Any advice would be useful

thanks

[schlam]

Same here...
Ableton bought Cycling..but not their wonderful support ... Cycling74 's support and forum are really a wonderful example of efficiency..not the same here in my own opinion...

Maybe there are too busy with Live11 and its wonderful gadgets...

[re:dream]

My intention is not to invite complaints about Ableton. For most of the last 15 years, they have been exemplary. That's why I am so baffled by the lack of response now. I would like to know how I can escalate my request.

[chapelier fou]

They’ve been extremely inefficient with some of my issues as well. This is a real concern.
Focusrite/novation, on the other hand, I could have them on the phone and people were actually quite skilled.

[schlam]

My intention is not to invite complaints about Ableton. For most of the last 15 years, they have been exemplary. That's why I am so baffled by the lack of response now. I would like to know how I can escalate my request.

Happy to ear that...I hope it will come back.

[[erm]]

Due to all the people staying home from COVID related issues, our reduced support staff has been inundated with MANY more support requests than usual the last few months. Please be patient, they are doing their best to get through requests as efficiently as possible. In these difficult times, nothing is operating as it normally does unfortunately.

[re:dream]

Thanks for that clarification. I understand.

[[jur]]

Yep, things are still completely crazy on support's side, sorry!
What was your issue about re:dream?

[re:dream]

Yep, things are still completely crazy on support's side, sorry!
What was your issue about re:dream?

Live is sending unwanted program change messages to my external synth

When I arm or disarm a track, or switch a device on or off, or even click on a clip, it scrambles the current patch on my Access Virus.

[miyaru]

Maybe the Virus can filter out PC messages....... It is not a cure, but a patch I know, but can help you out a bit........

[chapelier fou]

Sounds like a control surface script running by mistake ?

[[jur]]

Sounds like a control surface script running by mistake ?

I thought I had ask this exact same question, but my post was apparently not... posted.
Anyway, can you answer us about this re:dream? Or is Miyaru assisting you privately?

[re:dream]

Sounds like a control surface script running by mistake ?

I thought I had ask this exact same question, but my post was apparently not... posted.
Anyway, can you answer us about this re:dream? Or is Miyaru assisting you privately?

I have no control surface scripts running

And no,I have not had any further advice from Miyaru

A Midi filter option that stops sysex or programme change messages would be great

Getting live not to send unwanted programme change messages would be even better

[miyaru]

I do not have a Acces Virus (unfortunately), but most synths have these options though to filter out all sort of MIDI data. If I have some time I will look on the WWW if I can find a manual of a Virus and see where the option is placed in the menu.......

I'm very bussy at the moment, my wife had a back surgery last friday, and I take care of her 24/7......

[miyaru]

Found something on page 62 of the Virus A manual..... go to https://www.virus.info/manuals and there you find the manual of your Virus, go to page 62 of the Virus A manual and on top of page states how to disable program change.......