Digidesign Technical Support

Policy, Procedure, and Contact Information

Phone and email support is available if you already own a Digidesign product and have technical questions or require additional assistance. This includes Digidesign-distributed products such as CM Labs Motor Mix and Focusrite hardware purchased in the US or Canada. In order to receive technical support for any product, that product must be registered. If you have just purchased your product, you are entitled to one courtesy warranty support phone call for initial setup while your registration is being processed, using the Technical Support phone number listed below. The next time you call in you will have to be registered. In order to receive technical support while your registration is being processed, you may be required to show proof of purchase by faxing a copy of your sales receipt to Technical Support, even if you have already sent your registration to Customer Service Administration.

Once registered, you are entitled to free technical support by phone for a period of time from your date of purchase. The length of time for your free technical support is based on the terms listed in the warranty information included with your new purchase. If you are not registered, or you are past the date for free technical support based on the original date of purchase, you are not eligible for free technical support and you will need to use the Digidesign ProAxess Line or purchase a Digidesign Support Contract.

Technical support is only for technical problems with Digidesign or Digidesign-distributed products. Due to the high volume of calls and Digidesign's commitment to helping users as quickly as possible, we are unable to provide in-depth tutorial advice. Technical support for products that are not manufactured or distributed by Digidesign is not available. Please contact the company that makes that product for technical support with their products.

Hardware Repairs

Inquiries regarding repairs must be handled by calling your nearest Digidesign Technical Support Office in order to determine if an actual hardware repair is required, and to issue a Return Authorization. Repairs are handled by Digidesign factory repair facilities (in California, Ireland, and Japan) or local Authorized Repair Centers. A valid Return Authorization is required.

For additional details and Authorized Repair Centers, see the following page:

• Product Repairs and Modifications

Technical Support — US and Canada

• Technical Support Phone: 650.731.6100
• Hours of operation, all times California, USA (PST or PDT)
• Monday thru Thursday:
  • 8:00am to 5:00pm
• Friday:
  • 8:00am to 4:00pm
• Technical Support Fax: 650.731.6384
• Email: All Technical Support by email must use the following form:
  • Technical Support Request Form

Digidesign ProAxess Line

• Premium Priority Service — Details & Phone Numbers

Technical Support — International

Select the country where your Digidesign or Digidesign-distributed product is registered in the About Us / Contact Us section of this web site.

New Phone Numbers for European Tech Support
September 2005

Dear Digidesign European Customers,

It is with great pleasure that we can announce an extension to the level of technical phone service we can offer you. If the country in which you live supports international free phone dialling you will be able to contact Digidesign European technical support free of charge for the 1st year of ownership of a TDM system and for the first 90 days for an LE or M-Powered system.

• UK, Ireland, Denmark, Netherlands, Belgium, Norway, Sweden: 00+800-86824555
• Finland: 990+800-86824555
• Germany & Austria: 00+800-86824111
• Italy: 00+800-86824333

If the country in which you live is not listed here then please refer to the About Us / Contact Us section of the web site to find the correct phone number. If the phone networks in your region allow for international free phone dialing you will be able to take advantage of this service.

Please note that in some regions the original phone numbers you may have used no longer exist or will be going through a phasing out period. These new numbers should be entered into your address books. For Technical Support by email, please continue to refer to the About Us / Contact US section of the web site for your location.

Yours sincerely,
Digidesign European Technical Support Team

Technical Support & Service — Focusrite Hardware

Effective January 1, 2005, Digidesign no longer provides Technical Support & Service on Focusrite hardware in the US & Canada. Service in the US and Canada will be provided through the new Focusrite distributor: American Music & Sound, 5304 Derry Avenue Suite C, Agoura Hills, CA, 91301. For Focusrite service, call 1-866-FOCUSRITE. Digidesign continues to service the Digidesign/Focusrite co-branded products Control|24, MBox, and Command|8.

For Technical Support & Service for all Focusrite hardware outside of the US & Canada, please contact Focusrite Support using the contact information at www.focusrite.com

For Technical Support worldwide for the Digidesign/Focusrite co-branded products Control|24, MBox, and Command|8, please contact Digidesign Technical Support at your local Digidesign Office

Most information on computers, compatibility, hardware configurations, and troubleshooting can be found in the Digidesign Support section of this website:

Customer Service Administration

Inquiries concerning registration, change of address, software upgrade information for registered users, and other post-sales Customer Service Administration requests unrelated to technical issues. CSA is not Tech Support.

• CSA Phone: 650.731.6198
• Hours of operation, all times California, USA
• Monday thru Thursday:
  • 8:00am to 12:00pm
  • 1:00pm to 5:00pm
• Friday:
  • 8:00am to 12:00pm
  • 1:00pm to 4:00pm
• CSA Fax (this is where to fax your registration)
  • US & Canada: 650.731.6384
  • From outside of the US: 001.650.731.6384
• CSA email: csadmin@digidesign.com

Hardware Modifications & Chip Revisions

Like repairs, inquiries regarding hardware modifications/chip upgrades must be handled by calling Digidesign Technical Support in order to issue a Return Authorization.

For additional details and Authorized Repair Centers, see the following page:

• Product Repairs and Modifications

These modifications handled by Tech Support should not be confused with the Hardware Exchange Program handled through Digidesign Telesales/Presales and Digidesign dealers.

Digidesign Dealers and Offices Worldwide

For this and all other contact information, please see the About Us section of the website.

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