Sonoma Wire Works - Support Forums

by **blue4u** » Thu Oct 19, 2006 9:36 pm

I've been using RW2 joyfully with my Guitar Port without any real issues/problems. Yesterday, I transfered the license over to my new TonePort KB37. The line 6 monkey shows that both RW1 and RW2 are now tied to the TonePort but somehow, when I open Riffworks 2 it doesn't find ANY line 6 device and runs it in demo mode.

I've rebooted, unplugged and replugged the usb cable and checked my connections. I tried clicking the Audio Setup button but nothing was there in the drop down lists to choose from. How come Riffworks doesn't recognize my Line 6 device? It's registered to it according to L6 Monkey. Is this because the KB37 is still new and support for it is not available yet? Please help!

Have any other TP users experienced this when transfering from Guitat Port to Tone Port?

Thanks,
Rich

by **dave** » Fri Oct 20, 2006 6:08 am

Um... We don't have one of those to test with yet. I would highly recommend getting in touch with Line 6 support to see if they've tested the KB37 with RiffWorks. It absolutely should work with that device, but there may be something wrong. I'll also forward this thread to Dug. Maybe he'll have some insight...

Dave

by **blue4u** » Fri Oct 20, 2006 9:46 pm

I've installed all the driver, usb and software updates according to Line 6 Monkey. That didn't help at all (bummer!). I've contacted Line 6 and am waiting to hear from them. It would be nice if Sonoma could test RW2 on this new product (TonePort KB37). I would think Line 6 would send them one for this purpose? In any case, I'll keep you posted on my findings...

Rich

by **rrhea** » Fri Oct 20, 2006 11:42 pm

Yeah, that really is bad. I have one on the way and I really need it to work with RW. Did you call L6?... or just the one post on the forum? I might call them myself just to express my concern.

I hope this can be sussed out quickly.

Ryan

by **mickeymix** » Sat Oct 21, 2006 4:33 am

WTF........ and I was on the brink of ordering a KB 37.......

by **ShredRex** » Sat Oct 21, 2006 9:08 am

Correct me if I am wrong, but I thought the last update to the drivers was to ensure it supported KB37...........damn you Line 6!!!

by **rrhea** » Sat Oct 21, 2006 4:20 pm

I am sure they will fix it, but I just hope it's in time for when I get mine.

RR

by **blue4u** » Sat Oct 21, 2006 9:08 pm

The irony is, I waited to get RW2 so that I could buy a TonePort and have it be compatible. Then, I saw that KB37 was coming and I waited (patiently) even longer. Now, I have everything I need and it isn't compatible after all. Here's the shocker...

Neither, Line 6 OR Sonoma are able (or, willing?) to help me resolve it. Sonoma sent me back to Line 6 with nothing buy a phone number and Line 6 is non-responsive after I talked to them on the phone. The guy said he would work on it and email me by day's end 3 days ago!

Are these two companies fueding or what? I thought Line 6 was in collaboration with these guys. In any case, I fail to understand how Sonoma has not at least tested RW2 with Line 6's new hardware. I'm disappointed!

Well, I guess I will wait patiently some more. Sigh!

Rich

by **Maxe** » Sat Oct 21, 2006 9:24 pm

You're a pioneer Rich - I hope it rewards you! and that it will be worth the wait, offcause.

-=M=-

by **mickeymix** » Sun Oct 22, 2006 6:26 am

How could Sonoma test the KB 37 if it was just released?
Put the blame on Line 6 .....not Sonoma...
These guys literally bend over backwards to help us all out.....
In my eyes it cost them a sale of another KB 37...... to ME...........I'd rather get a TonePort UX2 and a decent keyboard NOW!!!

by **blue4u** » Mon Oct 23, 2006 6:18 pm

Point taken mickemix. Ya know, it's just frustration is all. If I were Line 6 I would have sent a KB37 to Sonoma for testing months ago. Anyway, I finally got a response FWIW...

"Rich,

I am currently looking into the issue. I will let you know if I have any suggestions. I have another customer that is having the same issue. I will get you a solution ASAP.

Line 6"

I'll keep everyone posted on this...

Thanks,
Rich

by **dave** » Tue Oct 24, 2006 8:09 pm

We do have a lot of Line 6 stuff lying around that they have been kind enough to send us, but we didn't get a pre-release of the KB device to test with here. To be honest, I didn't even know they were ready to release it. There is absolutely no reason that we can't support it, we might have to do a really quick fix on our side if the problem is what I think it is, but Doug and Dan are at a conference this week and they usually manage the updates.

And just to clear anything up... Line 6 is one of our business partners and we usually do a good job communicating and testing with them, but we are different companies and sometimes things fall through the cracks. I'm really sorry that it appears that this did and I understand your frustration.

Dave

by **mickeymix** » Tue Oct 24, 2006 8:18 pm

I did come home with a TonePort UX2 and a decent Yamaha keyboard last night , by the ways.........No KB 37 for this cat!
The UX2 doesn't take as much room on my desktop as the KB would have....

by **blue4u** » Wed Oct 25, 2006 8:02 pm

Update: Looks like Line 6 isn't even sure if I have an "issue" (see message below). How interesting!

"Rich,

I am not sure if we can call if an issue since it is not listed as one of the compatible devices for RiffWorks. Can you let me know if there is something that you see that says the KB37 should work with RiffWorks.

Line 6"

I'm left to wonder who will step up to the plate and help their customer out here. I am a customer of both of these companies, equally I thought. Does that still matter? Apparently, from the message above it doesn't matter to Line 6. The language from them here is somewhat startling to me. He's bascially asking me to prove to him that he should care about helping me out. I'm quickly learning how important TRUE customer service is!!!

Question for Sonoma: If I crossgrade to the Standard version will someone at Sonoma finally help me make these two products work together? I'll happily pay the upgrade price to get some help.

Rich

by **blue4u** » Wed Oct 25, 2006 8:11 pm

BTW, This was my reply to Line 6...

"You said, "Can you let me know if there is something that you see that says the KB37 should work with RiffWorks"? This question is startling to me. I can't really prove to you one way or another if there's information listed that they are compatible. You sell them both and as such I thought you would help me out as a customer. Sonoma's new version of RiffWorks 2 Standard is designed to work with most ASIO devices and they offer support for those that have issues with devises not listed for compatibility. Line 6 released its own version of RiffWorks 2 Line 6 Edition. Therefore, I would guess and hope that it is implied that Line 6 will support its future products working with this software. I'm very confused and disappointed with your response...

Rich"

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