Broken Audio 8 - Ticket#2009011810001938

My Audio 8 has a broken input which lights up red whenever I try to calibrate it. I am able to work around this by setting up alternative inputs via channels 5 / 6.

What annoys me is that I have requested support on 19 Jan 09, received a response on the 21 Jan 09 (to which I responded immediately) and nothing since.

I am an early adopter of Audio 8 (purchased Traktor Scratch and Audio 8 basically as soon as it was released) over Serato - I moved over with FinalScratch and am just annoyed about the lack of support for the product.

It's looking more likely that I will need to buy an Audio 4 as a backup in order to continue to work, just so that I can send the Audio 8 back for repair - this I'm not overly thrilled about, but when you have a DJ residency and rely on having a working Audio 8, then there's not much alternative to that.

The problem is that it is now 31 Jan 09 and I have heard no further response to my email back on the 21 Jan 09.

Can someone monitoring this forum pass on my frustrations to the support team? Ideally, I'd like an indication of how long it would take to send back the Audio 8 and how long it would take to repair this unit... do I need to buy a backup in the meantime? Is everything covered under warranty?

Not very happy with the whole situation and lack of support guys. :angry:

Lo.

 

DJ Lo , support is under heavy pressure at the moment. That doesnt help you and im not saying that its cool , its just a matter of fact.

I have forwarded your Ticket.
Please make regular checks of your Junk Mail.

 

has this been resolved?

 

No.

 

ok, i forward your ticket number.
meanwhile, please double check if any mail has gone to your spam folder!

 

I have been checking my spam thanks... nothing in there...

 

i forwarded this - here's the answer from the supporter:

ticket was already answered 2weeks ago... but he didn´t answer...i´ll try to reach him...

 

I cut and paste my email I sent to Andreas on the same day I received her email. Perhaps it's sitting in her spam folder?
------------------

Hi Andreas - The exact problem is the same as that detailed in the following threads

https://www.nativeinstruments.de/forum/showthread.php?t=71997
http://www.native-instruments.com/forum/showthread.php?p=479263
https://www.nativeinstruments.de/forum/showthread.php?t=71910

I get a calibration error on input 3 and an error message saying that one channel is missing, it can't calibrate, etc.

I am running a Sony Vaio laptop using Vista Business.

From: NI-Ticket-System <ni-support@native-instruments.com>
To: lohsing@xtra.co.nz
Sent: Wednesday, 21 January, 2009 3:23:57 AM
Subject: Re: [Ticket#2009011810001938] Broken Audio 8

Hello Lohsing Cheng,

to avoid an unsucsessful hardware exchange, please describe the issue as
detailed as possible. What exactly happens "...a problem whereby the input is
no longer detecting..."?

Also, please amend your infosheet with all asked information (exact OS...), as
this information is essential for me to isolate and solve problems.

Please keep me informed.

Native Instruments Support Team

Andreas Buff

--
NATIVE INSTRUMENTS GmbH
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D-10997 Berlin, Germany
http://www.native-instruments.com

***

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=> http://www.native-instruments.com/audio4dj.info

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Geschäftsführung: Daniel Haver (CEO), Mate Galic

Lohsing Cheng <lohsing@xtra.co.nz> wrote:

> Hi guys - my Audio 8 recently developed a problem whereby the input is no
> longer detecting the feed and therefore calibration is failing.
>
> I have checked all RCA cabling and switche multi core cables, but still with
> the same issue.
>
> Is this covered under warranty and who do I need to send this to?
>
>

 

btw, andreas is a male name

 

Lol - sorry... my bad!

 

Hey

I am suffering from the EXACT same problem. 'in' channel 3 lights up red, disabling it for vinyl or cd control. Analysis seems that the gain is internally amped up on the channel, clipping it compared to 'in' channel 4.

The weird thing is that this has occurred AGAIN on the REPLACEMENT soundcard they sent me! early november i had the issue on my first audio 8. after confirming theyd send a replacement, 2 months later i got it in the post mid jan and have been using it happily up till last nite. i had been using it strictly for clubbing using it with cdjs until last night i had a mate over and we swapped to vinyl control and the channel failed (completely, so now 3/4 cant be used for anything). Flippin' stupid situation

the only explanation is that i have made custom cables for clubbing and have the ni cables hooked up at home. this is the first time i have set the soundcard up with my vinyl system at home since i got it. perhaps the cables are faulty and are 'breaking' the soundcard? (these were the cables i used with the old soundcard too). But still, thats messed up. how can cables break a soundcard. and on the same channel... and i doubt its a grounding issue. wish they would release a firmware reset package for the audio 8 coz i bet thatd fix it. that seems to be the issue.

im going to ask for ANOTHER replacement or maybe an audio 4 if its cheaper for them, though when i first solved this it was 5 days before my warranty expired. now its out. BUT you'd THINK the warranty would extend with a new card.

ive heard this problem once before, so now there's at least 3 cases. lets solve this aye?

equip
brand new macbook 13'
full legit traktor scratch pro

 

I have the same. From one day to another, channel 1 and 4 go red and the sound coming in through them gets cut somehow. Have to use 7 and 8 but what is going on?

Is this a known bug? Is it slowly falling apart?

 

please contact the support on this!

 

Same Problem

Yeah this has happened to me also but it does not completely disable you from using it. You just won't be able to scratch. By chance did they ever allow us to use a different channel for a quick fix. I mean for $500.00 you would expect high grade manufacturing. I am loyal to Native but there seems to always be issues with the product.

 

I've given up. I am buying a new Audio 4 with 3 Year extended warranty and I want to ship my Audio 8 back for repair in the meantime.

Will keep posting my progress.

 

Ummm... I received an RA number to return this for a repair (outside of warranty). The issue is that I now need to buy an Audio 4 in the meantime. I've emailed a query in relation to this purchase and am waiting for a response. Even sent a new support request for this issue but haven't heard anything back.

Can someone help?

 

Im a little confused.
What do you need me to do?
Have you got a new ticket number?

Karlos

 

Still waiting for Native Instruments to return my emails... I've sent my Audio 8 already and had to buy an Audio 4... come on guys, this is embarassing.

 

See the other thread:
http://www.native-instruments.com/forum/showthread.php?t=102739&page=2

Ill close this one , lets use the other from now.