Sometimes when I've contacted them there's a response in about 24-48 hours. Other times I've contacted them to report an issue, and there's a response in a week or so. There is a chat / Online Help support link on this page that might get a faster response. The company has received accolades for the excellent support they provide. So maybe try a different support approach.
BIAB & RB2026 Win.(Audiophile), Windows 10 Pro & Windows 11, Cakewalk Bandlab, Izotope Prod.Bundle, Roland RD-1000, Synthogy Ivory, Session Keys Grand S & Electric R, Kontakt, Focusrite 18i20, KetronSD2, NS40M, Pioneer Active Monitors.
I have the exact same problem. I contacted PG Music about it a few months ago. They were unable to solve the problem. if anybody find a solution , Please let me know
They responded to me within a week, I am having the same problem you are having.Their response did not solve the problem.
See their response below:
"PG Music Technical Support <support@pgmusic.com> Jun 16 Hello Errol,
Are you only having this problem with MP3 files? In the past we've noticed that there are sometimes issues importing MP3 files that occur when the program converts them to WAV for use in the Audio Chord Wizard. Can you try importing a WAV file into the wizard? You could use a free program like Fre:ac to convert an MP3 to a WAV file if you don't happen to have one handy to test.
Thank you, Kallum PG Music Inc. Important Reminder: Please include all previous correspondence when replying to this message."
Last edited by ejrene; 09/06/1608:27 AM. Reason: added email from PG Music
So far I did not have any contact with the support (after one week)
I have tried already importing different files, different format mp3 wav but no improvement I have also impoted from different part of the software from the file Menu the Audio Menu and from the Icon same thing
Wait & see !!!!
Good to know I am not the only one to have such problem
Sorry, I can't find any sign of your email (we would have replied by now). If you send it again to support@pgmusic.com we'll reply as soon as possible.
From the screenshots you posted, it looks like you may have had a project open already that had been generated by the Audio Chord Wizard, but it's a bit hard to tell. That would explain why the Audio track is visible on the mixer, and the style is turned off.
Does the same thing happen if you start a new project (File - New), and then launch the ACW?
Thanks Kent PG Music
*edit*
I've found your emails, and have replied to them. The first one was sent Friday evening after we were closed, and Monday was a holiday. That's why there was a bit of a wait.
In the past we've noticed that there are sometimes issues importing MP3 files that occur when the program converts them to WAV for use in the Audio Chord Wizard.
It's probably not this, but since the comment was made that some MP3's don't work (but others obviously do), it makes me wonder if it's something like the difference between VBR (Variable Bit Rate) versus CBR (Constant Bit Rate) encoding, or maybe a result of the CODEC (Fraunhofer, LAME, MP3Pro, etc) used to create the MP3 in the first place. And of course, is the DEC part of the CODEC on your machine up to the task of decoding the MP3 file?
I would experiment with a variety of files to see what the problem might be.
Just a thought.
John
Laptop-HP Omen I7 Win11Pro 32GB 12TB SSD Desktop-ASUS-I7 Win10Pro 32GB 12TB SATA
I've found your emails, and have replied to them. The first one was sent Friday evening after we were closed, and Monday was a holiday. That's why there was a bit of a wait.
I did not receive any answer yet I have checked my mail box even the spam folder !!! and I have checked in my profile the mail address is OK
To answer your other question regarding the use of different bit rates or VRB encoding all my mp3 are in 320 fix and the same mp3 was working in the bast is no longer working ???
I don't think it is because of an existing project already loaded as it does the same when firt openning BIAB ...
I can't imagine why you didn't get my email. I'll send another email to the address you used to register in the forums as well as to the one you emailed us from.
Just to let you all know you are not alone - I have the same issue won't work for MP3 or WAV files does not work in Real Band either. Not sure when it stopped working but it used to work. My solution was to use CAPO on my IPAD which is obviously isn't too helpful.
I wonder if it's possible to do get into the ACW in a couple of steps instead of all at once? To this end, try the following and see what happens.
Also, the results from the below test might give Kent some added insight since it works through individual steps.
1. Follow 1, 2, 3 on the image below and import an audio to the Audio track. I suggest using a WAV file rather than any other audio format.
Simply select the default values.
2. Once the audio is imported, open the Audio Chord Wizard Utilities (as shown on the image below).
3. When the ACW utilites dialogue box come up as shown below, there should be an "Open Audio Chord Wizard" option as shown below. Click on this and see what happens.
If doing the above still does not get you into the ACW window...
4. Repeat the above and load an audio on to the Audio track.
5. Open the ACW utilities (step #2 above).
6. This time, rather than open the Audio Chord Wizard (step 3), choose "Erase the audio wav file in BB".
This might give the ACW a 'kick' that could be self-correcting.
7. Now repeat steps 1, 2, 3 above and see what happens.
I've posted your screen grab where it appears you are saying that when you are at that screen and hit the 'Play' Button (Highlighted by you in your post) that rather than the song playing, the program goes directly to the ACW Utilities screen which is the second screenshot you posted earlier.
If that is what's happening, the Utility Screen is responding correctly because if the song doesn't play, there is no chord detection nor tempo map created to import into Biab.
That result indicates there may be an issue in the creation or corruption of the Tempmain.wav file that is created by the ACW.
A Tempmain.wav issue could also be involved with a PGMusic support observation in an earlier post that; "From the screenshots you posted, it looks like you may have had a project open already that had been generated by the Audio Chord Wizard, but it's a bit hard to tell. That would explain why the Audio track is visible on the mixer, and the style is turned off."
Just a quick observation... the above screen grab above does not show the full ACW utilities selection.
If the above post is compared with my post immediately before it, it can be seen that the "Open audio chord wizard" button that sits below "Erase the audio WAV..." is not present. (I suspect that this is significant.)
My thoughts are that my above, previous suggestion might better help isolate where the problem is occurring.
I noted that difference between your screeshot and Saxfred's screenshot.
You have the Open ACW button because of the way you are attempting to open the project. You are importing the audio prior to opening the ACW so Opening the ACW button is the next step.
Saxfred was attempting to open the file by opening the ACW first and importing the audio into the ACW. This method creates a TEMPMAIN.WAV file that is used by the ACW to analyze rather than the original file.
What appears to be happening with Saxfred is the ACW is not picking up the TEMPMAIN.WAV file to analyze.
I suspect that the file is either corrupted or maybe more likely, since it happens with all imports, the ACW has lost the path to where the TEMPMAIN.WAV file should be found. I think the ACW is looking in the wrong directory for the TEMPMAIN.WAV file.
If you analyze audio through the ACW and select 'Cancel' rather than 'OK to Send to Biab' - It creates the exact window/message that Saxfred is getting, which occurs because the ACW is cancelling out of analyzing the TEMPMAIN.WAV file for some reason.
Band-in-a-Box 2026 for Windows Special Offers End Tomorrow (January 15th, 2026) at 11:59 PM PST!
Time really is running out! Save up to 50% on Band-in-a-Box® 2026 for Windows® upgrades and receive a FREE Bonus PAK—only when you order by 11:59 PM PST on Thursday, January 15, 2026!
We've added many major new features and new content in a redesigned Band-in-a-Box® 2026 for Windows®!
Version 2026 introduces a modernized GUI redesign across the program, with updated toolbars, refreshed windows, smoother workflows, and a new Dark Mode option. There’s also a new side toolbar for quicker access to commonly used windows, and the new Multi-View feature lets you arrange multiple windows as layered panels without overlap, making it easier to customize your workspace.
Another exciting new addition is the new AI-Notes feature, which can transcribe polyphonic audio into MIDI. You can view the results in notation or play them back as MIDI, and choose whether to process an entire track or focus on specific parts like drums, bass, guitars/piano, or vocals. There's over 100 new features in Band-in-a-Box® 2026 for Windows®.
There's an amazing collection of new content too, including 202 RealTracks, new RealStyles, MIDI SuperTracks, Instrumental Studies, “Songs with Vocals” Artist Performance Sets, Playable RealTracks Set 5, two RealDrums Stems sets, XPro Styles PAK 10, Xtra Styles PAK 21, and much more!
Upgrade your Band-in-a-Box for Windows to save up to 50% on most Band-in-a-Box® 2026 upgrade packages!
Plus, when you order your Band-in-a-Box® 2026 upgrade during our special, you'll receive a Free Bonus PAK of exciting new add-ons.
If you need any help deciding which package is the best option for you, just let us know. We are here to help!
Band-in-a-Box® 2026 for Windows® Special Offers Extended Until January 15, 2026!
Good news! You still have time to upgrade to the latest version of Band-in-a-Box® for Windows® and save. Our Band-in-a-Box® 2026 for Windows® special now runs through January 15, 2025!
We've packed Band-in-a-Box® 2026 with major new features, enhancements, and an incredible lineup of new content! The program now sports a sleek, modern GUI redesign across the entire interface, including updated toolbars, refreshed windows, smoother workflows, a new dark mode option, and more. The brand-new side toolbar provides quicker access to key windows, while the new Multi-View feature lets you arrange multiple windows as layered panels without overlap, creating a flexible, clutter-free workspace. We have an amazing new “AI-Notes” feature. This transcribes polyphonic audio into MIDI so you can view it in notation or play it back as MIDI. You can process an entire track (all pitched instruments and drums) or focus on individual parts like drums, bass, guitars/piano, or vocals. There's an amazing collection of new content too, including 202 RealTracks, new RealStyles, MIDI SuperTracks, Instrumental Studies, “Songs with Vocals” Artist Performance Sets, Playable RealTracks Set 5, two RealDrums Stems sets, XPro Styles PAK 10, Xtra Styles PAK 21, and much more!
There are over 100 new features in Band-in-a-Box® 2026 for Windows®.
When you order purchase Band-in-a-Box® 2026 before 11:59 PM PST on January 15th, you'll also receive a Free Bonus PAK packed with exciting new add-ons.
Upgrade to Band-in-a-Box® 2026 for Windows® today! Check out the Band-in-a-Box® packages page for all the purchase options available.
Band-in-a-Box 2026 Video: The Newly Designed Piano Roll Window
In this video, we explore the updated Piano Roll, complete with a modernized look and exciting new features. You’ll see new filtering options that make it easy to focus on specific note groups, smoother and more intuitive note entry and editing, and enhanced options for zooming, looping, and more.
Band-in-a-Box 2026 Video: AI Stems & Notes - split polyphonic audio into instruments and transcribe
This video demonstrates how to use the new AI-Notes feature together with the AI-Stems splitter, allowing you to select an audio file and have it separated into individual stems while transcribing each one to its own MIDI track. AI-Notes converts polyphonic audio—either full mixes or individual instruments—into MIDI that you can view in notation or play back instantly.
Bonus PAK and 49-PAK for Band-in-a-Box® 2026 for Windows®
With your version 2026 for Windows Pro, MegaPAK, UltraPAK, UltraPAK+, Audiophile Edition or PlusPAK purchase, we'll include a Bonus PAK full of great new Add-ons for FREE! Or upgrade to the 2026 49-PAK for only $49 to receive even more NEW Add-ons including 20 additional RealTracks!
These PAKs are loaded with additional add-ons to supercharge your Band-in-a-Box®!
This Free Bonus PAK includes:
The 2026 RealCombos Booster PAK:
-For Pro customers, this includes 27 new RealTracks and 23 new RealStyles.
-For MegaPAK customers, this includes 25 new RealTracks and 23 new RealStyles.
-For UltraPAK customers, this includes 12 new RealStyles.
MIDI Styles Set 92: Look Ma! More MIDI 15: Latin Jazz
MIDI SuperTracks Set 46: Piano & Organ
Instrumental Studies Set 24: Groovin' Blues Soloing
Artist Performance Set 19: Songs with Vocals 9
Playable RealTracks Set 5
RealDrums Stems Set 9: Cool Brushes
SynthMaster Sounds Set 1 (with audio demos)
Android Band-in-a-Box® App (included)
Looking for more great add-ons, then upgrade to the 2026 49-PAK for just $49 and you'll get:
20 Bonus Unreleased RealTracks and RealDrums with 20 RealStyle.
FLAC Files (lossless audio files) for the 20 Bonus Unreleased RealTracks and RealDrums
MIDI Styles Set 93: Look Ma! More MIDI 16: SynthMaster
MIDI SuperTracks Set 47: More SynthMaster
Instrumental Studies 25 - Soul Jazz Guitar Soloing
Artist Performance Set 20: Songs with Vocals 10
RealDrums Stems Set 10: Groovin' Sticks
SynthMaster Sounds & Styles Set 2 (sounds & styles with audio demos)
One of our representatives will be happy to help you over the phone. Our hours of operation are from
6:00AM to 6:00PM PST (GMT -8) Monday thru Friday, and 8:00AM to 4:00PM PST Saturday. We are closed Sunday. You can also send us your questions via email.
One of our representatives will be happy to help you on our Live Chat or by email. Our hours of operation are from
6:00AM to 6:00PM PST (GMT -8) Monday thru Friday; 8:00AM to 4:00PM PST (GMT -8) Saturday; Closed Sunday.
Dansk
Deutsch - Windows
Español
Français - Windows
Italiano - Windows
Nederlands
Polski
Português
Svenskt
русский
Japanese
Simplified Chinese
Traditional Chinese
Korean