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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
I don't know what has happened at PG Music in the tech support area but in all the years I have been buying the program from the very early beginning dialing the support telephone has become a frustrating exercise. Yes I have called during hours of operation but no one answers except the sweet lady with a recorded message. I find this has been happening all too frequently in the past year. I had heard excuses like the new version has just been released and it's Christmas and holidays etc etc. Well those things are long passed and it is still the same problem. Has anyone else had a similar experience of no one answering ?? What's going on PG Music???
Nelson
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Band-in-a-Box for Windows
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Joined: Feb 2015
Posts: 7,954
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Joined: Feb 2015
Posts: 7,954 |
They may have to like many other companies, move their call support to Mumbai ???
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 22,384
Veteran
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Veteran
Joined: May 2000
Posts: 22,384 |
What time are you calling them?
They are in a pacific time zone, so depending on where you live it could make a big difference in success due to time zones.
I usually start with Chat, which can easily escalate to a phone call or remote assistance even.
One other thing I can think of is that the Canadian holidays may be different than yours, again, depending on where you live.
Anyway, chat has seemed pretty reliable to me.
Start a chat and ask them to call you if you prefer.
That may be possible even when the phone support is closed.
Just some ideas. Once you have their attention they are a great support team.
I do not work here, but the benefits are still awesome
Make your sound your own!
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Band-in-a-Box for Windows
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Joined: Oct 2008
Posts: 20,199
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Veteran
Joined: Oct 2008
Posts: 20,199 |
Nelson, What's the problem? Maybe someone here can help. Also... Kent (from PG Music) has been often popping into the forum lately so chances are favourable that he'll see you post as well. Regards, Noel
MY SONGS...Audiophile BIAB 2025
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 27,340
Veteran
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Veteran
Joined: Jul 2000
Posts: 27,340 |
As Noel said, give us a crack at it.
Some of us also can leave a message for the developers if you have found a show-stopper.
BIAB 2025 Win Audiophile. Software: Studio One 7 Pro, Swam horns, Acoustica-7, Notion 6, Song Master Pro, Win 11 Home. Hardware: Intel i9, 32 Gb; Presonus 192 & Faderport 8, Royer 121, Slate VSX, Adam Sub8 & Neumann 120 monitors.
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
Hi, We haven't stopped answering the phone.  When you can't get through on the tech line during tech support hours, it usually means we're on the line with other customers. You can leave a message, and we'll get back to you as soon as possible, or you can contact us by email, or through the online chat service on our website (we're available through chat right now, and can provide tech support for another 25 minutes). Mondays tend to be busiest, so will be the most difficult days to get through by phone, and earlier in the day tends to be busier than later in the day. Thanks Kent PG Music
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thank you for the answers. I live in Canada, I know the time difference to Victoria, I know the hours of operation of tech support and I do factor in the excuse were busy with other customers but really. Something tells me that something is going on that never happened before the last year. I always got through mostly on the first try but things have slowly gotten worse especially the last year. OK here is the problem. You have a song say all midi and you want to make or save the midi file with the drums on separate tracks. It gives you the option to do that and when you click on the put drums on separate tracks option BIAB say it made the midi file but you can't see it in the destination folder you told the program to save it to. However if you use the same option and just save it as a midi file with the drums on one track the midi file is visible now in the folder. The program used to work the other way by selecting drums on separate tracks but not now even though the option is there. Is this a bug. After the midi file is made I usually open it in real band and the drums would be on separate tracks. I have found a work around but I would like to know why the method I am discussing here no longer works.
Thanks for the help and suggestions
Nelson
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Band-in-a-Box for Windows
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Joined: Feb 2015
Posts: 7,954
Veteran
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Veteran
Joined: Feb 2015
Posts: 7,954 |
I posted that in the fixit forum after confirming the same problem.
PG have been employing more staff but I think the demand has outgrown the supply as the Mac version is becoming more popular as well as the Win customers growing.
LOL maybe they will end up going for the Mumbai tech support option.
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Band-in-a-Box for Windows
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Joined: Oct 2008
Posts: 20,199
Veteran
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Veteran
Joined: Oct 2008
Posts: 20,199 |
Nelson,
This might be worth testing, too...
I have BIAB (build 516) and RB (build 5)...
1. Open both BIAB and Realband.
2. Use 'File | Save Special | Save song as MIDI file' in BIAB (F6 is the shortcut) to activate MIDI save...
3. When the MIDI save menu appears, click on 'Clipboard' rather than 'File on Disk'. (All information is now on the Clipboard.)
4. Go to Realband.
5. Select 'Edit | Paste' (CTRL+V).
All the MIDI information should be pasted onto individual tracks.
Regards,
Noel
P.S. I just tried this and while the MIDI information was pasted into Realband OK, individual drums were not loaded onto individual tracks (drums were on a collective single track).
Last edited by Noel96; 05/01/18 05:51 PM. Reason: added P.S.
MY SONGS...Audiophile BIAB 2025
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thanks for the replies, hopefully PG music will address this problem in an update
Nelson
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Band-in-a-Box for Windows
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Joined: Dec 2003
Posts: 8,987
Veteran
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Veteran
Joined: Dec 2003
Posts: 8,987 |
All of my Support requests have been wonderful experiences with polite, friendly, and knowledgeable folks. In fact, one of the programmers, Andrew, even remoted my computer to rectify a system problem that wasn't PG's responsibility.
Caveat: They tend to talk funny, eh? You shouldn't have a problem though. Just mention hockey, ice fishing, or Labatt's Blue if the conversion hits a lull.
Seriously, I, being mute, usually start by clicking "Live Help" and list a brief summary of my problem. The clock icon will tell you your place in the queue and the expected wait.
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
You're right, the "Drums on separate tracks" option isn't working correctly. I'm adding that to the bug list now.
Thanks
Kent
PG Music
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Band-in-a-Box for Windows
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Joined: Oct 2011
Posts: 178
Apprentice
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OP
Apprentice
Joined: Oct 2011
Posts: 178 |
Thank you Kent, look forward to the fix
Nelson
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Band-in-a-Box for Windows
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Joined: Nov 2008
Posts: 1,382
PG Music Staff
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PG Music Staff
Joined: Nov 2008
Posts: 1,382 |
Hi Nelson,
You're welcome, and thanks for pointing it out.
I should point out though, if you're just moving the song to RealBand, you don't need to make a MIDI file, and probably shouldn't. I'd just save the song as an SGU or MGU, open that in RealBand, highlight the Drums track, and hit Edit - MIDI - Split MIDI Drums.
Unless you're also moving the MIDI file to a non-PG program, that should save some time, even after the MIDI export feature is fixed.
Cheers
Kent
PG Music
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Ask sales and support questions about Band-in-a-Box using natural language.
ChatPG's knowledge base includes the full Band-in-a-Box User Manual and sales information from the website.
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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.
Watch the video.
You can see all the 2026 videos on our forum!
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)
Learn more about the Bonus PAKs for Band-in-a-Box® 2026 for Windows®!
Video: New User Interface (GUI)
Join Tobin as he takes you on a tour of the new user interface in Band-in-a-Box® 2026 for Windows®! This modern GUI redesign offers a sleek new look with updated toolbars, refreshed windows, and a smoother workflow. The brand-new side toolbar puts track selection, the MultiPicker Library, and other essential tools right at your fingertips. Plus, our upgraded Multi-View lets you layer multiple windows without overlap, giving you a highly flexible workspace. Many windows—including Tracks, Piano Roll, and more—have been redesigned for improved usability and a cleaner, more intuitive interface, and more!
Watch the video.
You can see all the 2026 videos on our forum!
Introducing XPro Styles PAK 10 – Now Available for Windows Band-in-a-Box 2025 and Higher!
We've just released XPro Styles PAK 10 for Windows & Mac Band-in-a-Box version 2025 (and higher) with 100 brand new RealStyles, plus 28 RealTracks and RealDrums!
Few things are certain in life: death, taxes, and a brand spankin’ new XPro Styles PAK! In this, the 10th edition of our XPro Styles PAK series, we’ve got 100 styles coming your way! We have the classic 25 styles each from the rock & pop, jazz, and country genres, and rounding out this volume's wildcard slot is 25 styles in the Praise & Worship genre! A wide spanning genre, you can find everything from rock, folk, country, and more underneath its umbrella. The included 28 RealTracks and RealDrums can be used with any Band-in-a-Box® 2026 (and higher) package.
Here’s just a small sampling of what you can look forward to in XPro Styles PAK 10: Soft indie folk worship songs, bumpin’ country boogies, gospel praise breaks, hard rockin’ pop, funky disco grooves, smooth Latin jazz pop, bossa nova fusion, western swing, alternative hip-hop, cool country funk, and much more!
Special offers until December 31st, 2025!
All the XPro Styles PAKs 1 - 10 are on sale for only $29 ea (Reg. $49 ea), or get them all in the XPro Styles PAK Bundle for only $149 (reg. $299)! Order now!
Learn more and listen to demos of XPro Styles PAKs.
Video: XPro Styles PAK 10 Overview & Styles Demos: Watch now!
XPro Styles PAKs require Band-in-a-Box® 2025 or higher and are compatible with ANY package, including the Pro, MegaPAK, UltraPAK, UltraPAK+, and Audiophile Edition.
Introducing Xtra Styles PAK 21 – Now Available for Windows Band-in-a-Box 2025 and Higher!
Xtra Styles PAK 21 for Windows & Mac Band-in-a-Box version 2025 (and higher) is here with 200 brand new RealStyles!
We're excited to bring you our latest Xtra Styles PAK installment—the all new Xtra Styles PAK 21 for Band-in-a-Box version 2025 (and higher)!
Rejoice, one and all, for Xtra Styles PAK 21 for Band-in-a-Box® is here! We’re serving up 200 brand spankin’ new styles to delight your musical taste buds! The first three courses are the classics you’ve come to know and love, including offerings from the rock & pop, jazz, and country genres, but, not to be outdone, this year’s fourth course is bro country! A wide ranging genre, you can find everything from hip-hop, uptempo outlaw country, hard hitting rock, funk, and even electronica, all with that familiar bro country flair. The dinner bell has been rung, pickup up Xtra Styles PAK 21 today!
In this PAK you’ll discover: Energetic folk rock, raucous train beats, fast country boogies, acid jazz grooves, laid-back funky jams, a bevy of breezy jazz waltzes, calm electro funk, indie synth pop, industrial synth metal, and more bro country than could possibly fit in the back of a pickup truck!
Special offers until December 31st, 2025!
All the Xtra Styles PAKs 1 - 21 are on special for only $29 each (reg $49), or get all 21 PAKs for $199 (reg $399)! Order now!
Learn more and listen to demos of the Xtra Styles PAK 21.
Video: Xtra Styles PAK 21 Overview & Styles Demos: Watch now!
Note: The Xtra Styles require the UltraPAK, UltraPAK+, or Audiophile Edition of Band-in-a-Box®. (Xtra Styles PAK 21 requires the 2025 or higher UltraPAK, UltraPAK+, or Audiophile Edition. They will not work with the Pro or MegaPAK version because they need the RealTracks from the UltraPAK, UltraPAK+, or Audiophile Edition.
Introducing XPro Styles PAK 10 – Now Available for Mac Band-in-a-Box 2025 and Higher!
We've just released XPro Styles PAK 10 for Mac & Windows Band-in-a-Box version 2025 (and higher) with 100 brand new RealStyles, plus 28 RealTracks and RealDrums!
Few things are certain in life: death, taxes, and a brand spankin’ new XPro Styles PAK! In this, the 10th edition of our XPro Styles PAK series, we’ve got 100 styles coming your way! We have the classic 25 styles each from the rock & pop, jazz, and country genres, and rounding out this volume's wildcard slot is 25 styles in the Praise & Worship genre! A wide spanning genre, you can find everything from rock, folk, country, and more underneath its umbrella. The included 28 RealTracks and RealDrums can be used with any Band-in-a-Box® 2026 (and higher) package.
Here’s just a small sampling of what you can look forward to in XPro Styles PAK 10: Soft indie folk worship songs, bumpin’ country boogies, gospel praise breaks, hard rockin’ pop, funky disco grooves, smooth Latin jazz pop, bossa nova fusion, western swing, alternative hip-hop, cool country funk, and much more!
Special offers until December 31st, 2025!
All the XPro Styles PAKs 1 - 10 are on sale for only $29 ea (Reg. $49 ea), or get them all in the XPro Styles PAK Bundle for only $149 (reg. $299)! Order now!
Learn more and listen to demos of XPro Styles PAKs.
Video: XPro Styles PAK 10 Overview & Styles Demos: Watch now!
XPro Styles PAKs require Band-in-a-Box® 2025 or higher and are compatible with ANY package, including the Pro, MegaPAK, UltraPAK, UltraPAK+, and Audiophile Edition.
Introducing Xtra Styles PAK 21 – Now Available for Mac Band-in-a-Box 2025 and Higher!
Xtra Styles PAK 21 for Mac & Windows Band-in-a-Box version 2025 (and higher) is here with 200 brand new RealStyles!
We're excited to bring you our latest Xtra Styles PAK installment—the all new Xtra Styles PAK 21 for Band-in-a-Box version 2025 (and higher)!
Rejoice, one and all, for Xtra Styles PAK 21 for Band-in-a-Box® is here! We’re serving up 200 brand spankin’ new styles to delight your musical taste buds! The first three courses are the classics you’ve come to know and love, including offerings from the rock & pop, jazz, and country genres, but, not to be outdone, this year’s fourth course is bro country! A wide ranging genre, you can find everything from hip-hop, uptempo outlaw country, hard hitting rock, funk, and even electronica, all with that familiar bro country flair. The dinner bell has been rung, pickup up Xtra Styles PAK 21 today!
In this PAK you’ll discover: Energetic folk rock, raucous train beats, fast country boogies, acid jazz grooves, laid-back funky jams, a bevy of breezy jazz waltzes, calm electro funk, indie synth pop, industrial synth metal, and more bro country than could possibly fit in the back of a pickup truck!
Special offers until December 31st, 2025!
All the Xtra Styles PAKs 1 - 21 are on special for only $29 each (reg $49), or get all 21 PAKs for $199 (reg $399)! Order now!
Learn more and listen to demos of the Xtra Styles PAK 21.
Video: Xtra Styles PAK 21 Overview & Styles Demos: Watch now!
Note: The Xtra Styles require the UltraPAK, UltraPAK+, or Audiophile Edition of Band-in-a-Box®. (Xtra Styles PAK 21 requires the 2025 or higher UltraPAK, UltraPAK+, or Audiophile Edition. They will not work with the Pro or MegaPAK version because they need the RealTracks from the UltraPAK, UltraPAK+, or Audiophile Edition.
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