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 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; Roland Integra-7, Presonus 192 & Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors.
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