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13. Support
13.1 Start with the Symptom
| Symptom | First checks |
|---|---|
| No sound | MIDI input, track monitoring, audio output, Master Volume; Chapter 2 |
| Only Performance is silent | Voices total versus Polyphony; red means over capacity; Chapter 8 |
| One part is silent | Voices=0, Mute / Solo, Volume, key range, All / Multi and Rcv Ch |
| A Voice is silent | Carrier On / Output / AR and controller settings; Chapter 7 |
| Periodic noise | DEMO status and license activation; Chapter 2 |
| Pedal or Mod Wheel does not work | MIDI Learn assignment of the same CC; Chapter 10 |
| Cannot save | Voice capacity, write permission, filename |
| Hardware sounds different | I-bank Voices, hardware conversion, Effects, allocation, LFO; Chapter 11 |
| Hardware moved to UTILITY | SYS changes such as Master Tune; Chapter 11 |
| PDF does not open | Install a package containing PDFs and check HELP language; Chapter 2 |
13.2 What to Include in a Report
Use the support contact on the site where you obtained the product, and include:
- OS, DAW, Synth81Z version, and plug-in format.
- Sample rate, buffer size, and Polyphony.
- Mode, sound, exact reproduction steps, and expected behavior.
- An
.81v/.81p/.s8mor screenshot when useful. - For hardware issues: MIDI interface, IN / OUT connections, basic receive channel, and Exclusive setting.
- The log immediately after the problem.
13.3 Logs
The log is %TEMP%\synth81z.log on Windows and $TMPDIR/synth81z.log on macOS.
It is overwritten at startup and shared by instances. Copy it after the issue, before starting another DAW instance or Standalone. Review personal paths before sending it. Do not attach license keys or passwords.