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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: 22,179
Veteran
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Veteran
Joined: May 2000
Posts: 22,179 |
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: 19,839
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Joined: Oct 2008
Posts: 19,839 |
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: 27,058
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Joined: Jul 2000
Posts: 27,058 |
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; Roland Integra-7, Presonus 192 & Faderport 8, Royer 121, 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
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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: 19,839
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Veteran
Joined: Oct 2008
Posts: 19,839 |
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 06:51 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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New RealTracks Released with Band-in-a-Box 2025!
We’ve expanded the Band-in-a-Box® RealTracks library with 202 incredible new RealTracks (in sets 449-467) across Jazz, Blues, Funk, World, Pop, Rock, Country, Americana, and Praise & Worship—featuring your most requested styles!
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- Look Ma! More MIDI 13: Country & Americana
- Instrumental Studies Set 22: 2-Hand Piano Soloing - Rhythm Changes
- MIDI SuperTracks Set 44: Jazz Piano
- Artist Performance Set 17: Songs with Vocals 7
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- 20 Bonus Unreleased RealTracks and RealDrums with 20 RealStyles,
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- Look Ma! More MIDI 14: SynthMaster,
- Instrumental Studies Set 23: More '80s Hard Rock Soloing,
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Learn more about the Bonus PAKs for Band-in-a-Box® 2025 for Mac®!
New! Xtra Styles PAK 20 for Band-in-a-Box 2025 and Higher for Mac!
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We're excited to bring you our latest and greatest in the all new Xtra Styles PAK 20 for Band-in-a-Box! This fresh installment is packed with 200 all-new styles spanning the rock & pop, jazz, and country genres you've come to expect, as well as the exciting inclusion of electronic styles!
In this PAK you’ll discover: Minimalist Modern Funk, New Wave Synth Pop, Hard Bop Latin Groove, Gospel Country Shuffle, Cinematic Synthwave, '60s Motown, Funky Lo-Fi Bossa, Heavy 1980s Metal, Soft Muted 12-8 Folk, J-Pop Jazz Fusion, and many more!
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New! XPro Styles PAK 9 for Band-in-a-Box 2025 and higher for Mac!
We've just released XPro Styles PAK 9 for Mac & Windows Band-in-a-Box version 2025 (and higher) with 100 brand new RealStyles, plus 29 RealTracks/RealDrums!
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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.
New! Xtra Styles PAK 20 for Band-in-a-Box 2025 and Higher for Windows!
Xtra Styles PAK 20 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 and greatest in the all new Xtra Styles PAK 20 for Band-in-a-Box! This fresh installment is packed with 200 all-new styles spanning the rock & pop, jazz, and country genres you've come to expect, as well as the exciting inclusion of electronic styles!
In this PAK you’ll discover: Minimalist Modern Funk, New Wave Synth Pop, Hard Bop Latin Groove, Gospel Country Shuffle, Cinematic Synthwave, '60s Motown, Funky Lo-Fi Bossa, Heavy 1980s Metal, Soft Muted 12-8 Folk, J-Pop Jazz Fusion, and many more!
All the Xtra Styles PAKs 1 - 20 are on special for only $29 each (reg $49), or get all 209 PAKs for $199 (reg $399)! Order now!
Learn more and listen to demos of the Xtra Styles PAK 20.
Video: Xtra Styles PAK 20 Overview & Styles Demos: Watch now!
Note: The Xtra Styles require the UltraPAK, UltraPAK+, or Audiophile Edition of Band-in-a-Box®. (Xtra Styles PAK 20 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.
New! XPro Styles PAK 9 for Band-in-a-Box 2025 and higher for Windows!
We've just released XPro Styles PAK 9 for Windows & Mac Band-in-a-Box version 2025 (and higher) with 100 brand new RealStyles, plus 29 RealTracks/RealDrums!
We've been hard at it to bring you the latest and greatest in this 9th installment of our popular XPro Styles PAK series! Included are 75 styles spanning the rock & pop, jazz, and country genres (25 styles each) that fans have come to expect, as well as 25 styles in this volume's wildcard genre: funk & R&B!
If you're itching to get a sneak peek at what's included in XPro Styles PAK 9, here is a small helping of what you can look forward to: Funky R&B Horns, Upbeat Celtic Rock, Jazz Fusion Salsa, Gentle Indie Folk, Cool '60s Soul, Funky '70s R&B, Smooth Jazz Hip Hop, Acoustic Rockabilly Swing, Funky Reggae Dub, Dreamy Retro Latin Jazz, Retro Soul-Rock Fusion, and much more!
Special Pricing! Until July 31, 2024, all the XPro Styles PAKs 1 - 9 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 9 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.
Video: Band-in-a-Box® 2025 for Mac®: VST3 Plugin Support
Band-in-a-Box® 2025 for Mac® now includes support for VST3 plugins, alongside VST and AU. Use them with MIDI or audio tracks for even more creative possibilities in your music production.
Band-in-a-Box® 2025 for Macs®: VST3 Plugin Support
Video: Band-in-a-Box® 2025 for Mac®: Using VST3 Plugins
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