Tech
SupportTech
SupportIf you are having difficulty with anything having to do with MacGAMUT software, we'll do our best to help you. To arrive at the quickest solution for your problem, please follow this two-step process:
Step 1) You may be able to solve the problem yourself. Check the following resources to see if the answer is there:
- Make sure you've downloaded and installed the latest MacGAMUT version (6.1.1 for Windows, 6.1.1b for Macintosh). Hint: In general, you won't find info here about bugs that have been fixed because a list of bugs that have been fixed is included on the Web Installer pages. If you are using the latest version, you won't be bothered by those bugs, so there's no reason to waste your time here looking for questions you wouldn't have if you had already installed the latest version! If you have not yet installed the latest version, click here to go to the Web Installer page. If you are already using the latest version and are still having a problem, then read on!
- If you have a MacGAMUT 2003 User Disk and are still using MacGAMUT 2003 software, download and install your FREE UPGRADE to MacGAMUT 6.
- If you've registered your software on this website, but you're having trouble getting your start.mgs file, first check all your e-mail program, anti-virus program, internet security/firewall program, and internet service provider settings to make sure none of them is preventing you from receiving an e-mail attachment from a macgamut.com address, then go to Step 2 below.
- Windows users: If you try to open or save a file (for example, when you click Change Presets), and MacGAMUT just closes instead of letting you select or save a file, click here for more info.
- If you get an error message that says some or all of MacGAMUT cannot be installed when you try to install MacGAMUT on a Windows computer: For most Windows users, installation is an easy and straightforward process, but your computer will not allow you to install MacGAMUT unless you are logged on with Administrator privileges. All you have to do is switch from whatever Windows user account you are currently using to an Administrator account. Then run the MacGAMUT installer again.
- If you upgrade to Macintosh 10.6 (Snow Leopard) and you get a message saying there is a problem with the Gamut 2 font: When you upgrade to 10.6 (Snow Leopard), the new system doesn't necessarily transfer all the info about software you installed in 10.5 (Leopard). Fortunately, the problem is easy to fix. Just install MacGAMUT again, and the Gamut 2 font will automatically be installed in the new system. We recommend installing the latest updated MacGAMUT Web Installer (click here to go to the Web Installer page) so that you'll also be installing the latest version of MacGAMUT software at the same time. In other words, for most folks, you can fix the problem by doing something you should do anyway!
- Check out A Quick Start Guide and the User Guide which are automatically installed on your computer when you install MacGAMUT software. You'll find both of these files in the Text Files folder inside the MacGAMUT folder.
- If you're having trouble getting started with MacGAMUT 6, you'll find detailed instructions on this website for Getting started on a Macintosh and Getting started on Windows.
- If you are having difficulty accessing the original MacGAMUT Dictation libraries (MGRhythms 2003.mgr, MGMelodies 2003.mgm, and MGProgressions 2003.mgh) on your computer, click here to go to the library download page.
- If you're having problems with sound on a Windows XP computer (for example, you don't hear any sound at all when you try to play the MacGAMUT exercises), this website has detailed step-by-step instructions (with pictures!) to help you solve the problem.
- The FAQs (Frequently Asked Questions) on this website have a wealth of information on a variety of topics, including many tech support issues.
Step 2) If your problem seems to be unique, and none of the suggestions above helps, then please e-mail TechSupport@macgamut.com, and include the following information in your message:
- Your name (both first and last).
- Your MacGAMUT Registration Number.
- The kind of computer (Mac, Windows, or both) and operating system (Macintosh 10.6, 10.5, or 10.4, 10.3, Windows 7, Vista, Windows XP, Windows 98, etc.) you're using.
- A copy of your start file.
- IF you have installed different presets, a copy of the presets file you installed. AND, if you also are using different Rhythmic, Melodic, or Harmonic (Progressions) Dictation libraries, please send us the different libraries as well.
- If you are a student, what school you attend.
- In case we need to phone you, your phone number, your city and state, and the best time to call in case e-mail doesn't solve your problem.
- In as much detail as possible, please explain exactly what the problem is.
Tech Support will normally get back to you within an hour (unless you e-mail in the middle of the night!), but if we have to contact you for more information, it will obviously take longer to solve your problem. So please give us as much info as you possibly can to start with. Thanks for your help!
"Your website rocks! I just wanted to say thank you for your online tech help. I was having major sound problems, and I was easily able to fix them with the online directions!" --J.L., Ohio
"Thanks for the immediate answer and successful solution. I continue to be extremely impressed with your company in all aspects. I am the Chief Technical Officer of a software company, although we sell a very different kind of software. I know how difficult it can be. I look forward to working with the software." --M.N., New Jersey
"I really appreciate how you have helped me and how fast you reply to e-mails. MacGAMUT has superior tech support!" --M.V., Ontario
"I think one of these days I shall have to come to Columbus and take you out for a beer! IT WORKS! IT WORKS! IT WORKS! THANK YOU SO MUCH! Well, maybe a big steak and lobster dinner! This is worth more than a beer! I can't believe it. I might even get my first assignment in on time. Thanks!" --B.V.
"Thanks so much for your speedy assistance. Your suggestions were very useful in solving my problem. I did everything you told me to do, and the program is working perfectly now. I should be able to get A's in all my ear-training classes from now on!" --M.K., Missouri
