If past experience holds, they would also need to know the specific RealTrack(s). The frozen song will tell them that.

I have only seen this issue reported maybe four times in the 8 years or so of having RealTracks, and they fixed it right away every time with a patch. It has NEVER happened to me, but I probably use different genres than you so I haven't hit that specific RealTrack. Give them what they asked for so they can research and fix the problem.


BIAB 2024 Win Audiophile. Software: Studio One 6.5 Pro, Swam horns, Acoustica-7, Notion 6; Win 11 Home. Hardware: Intel i9, 32 Gb; Roland Integra-7, Presonus Studio 192, Presonus Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors