Cakewalk provides a number of different resources to help you address support concerns. Before contacting technical support please review our support policies below.

Before Contacting Technical Support

1) Review the help contents for your Cakewalk product

Your Cakewalk product includes detailed information on all of the functions and tools it offers. These can be accessed by clicking on Help and then Help Topics. In addition to the help information included within the application many applications also include a complete pdf owners manual that can be accessed by browsing to the 'Documentation' folder on your program's CD or DVD

2) Review the online resources available on our web site

Many common problems have already been documented. The best place to start is the support page for your particular product which can be accessed by mousing over the 'Support' heading at the top of this page and clicking on your product. Here are some helpful links to get started with:

Technical Support FAQ - Answers to common questions
Audio Hardware Setup Guide - Detailed set-up information for common audio devices
Tech Tips - Collection of helpful Tips written by Cakewalk staff and Endorsees
Knowledge Base Index - Index of all Knowledge Base Articles

3) Check to ensure you have installed any updates available for your product

Despite our best efforts occasionally a defect may slip through when a product is released. We are committed to your experience with our products and often release updates or patches to correct problems reported by users. You can find the latest updates for your product in the support section of our web site by mousing over 'Support' and choosing your product by clicking on it. If you are not sure if you have the latest version installed you can check within your product by clicking Help > About.

4) Review any recent changes to your computer

If something has suddenly stopped working in your Cakewalk product it may be related to a recent change in your computer. Hardware changes, driver installs, and software installations can have an effect on system performance and stability. Review any changes that were made prior to the start of the problem you're experiencing as they might suggest a solution to the problem.

5) Clarify the scope of the problem

Does the problem occur in all projects or only a specific one? If you can identify it to only occur in one project try creating a new project with similar settings. You may be able to find the problem by comparing the differences between your working and problematic project file.

Technical Support Policies

1) To qualify for Technical Support your Cakewalk product must be registered

If you have not registered your product you can easily do so on our web site by clicking here or by contacting Customer Service at 1-888-CAKEWALK. By registering, you will gain access to free updates, technical support, tips, and exclusive upgrade offers.

2) Phone based technical support is only available to registered owners of the following products:

SONAR V-Studio 700
SONAR 8
SONAR 7
SONAR Home Studio 7
SONAR Home Studio 6
Dimension Pro
Rapture
Guitar Tracks Pro 3
Cakewalk Audio/MIDI Interfaces

If your product is not listed above you are still eligible for e-mail support.   LE versions of our products and Music Creator are only supported through e-mail.

3) How-to and tutorial questions

To better serve the needs of all users technical issues, during periods of high call volume we will be unable to offer how-to or tutorial services with using your Cakewalk product. We will be happy to point you in the direction of the appropriate documentation to help get you started as well as suggest other helpful resources.

4) Serial number

Your serial number is required to verify your registration. Please be sure to have it ready when calling. If you are not sure what your serial number is you can check it from within your Cakewalk program by clicking Help > About.

5) Hours of operation and contact information

Phone based technical support is available Monday through Friday 9:30 AM to 8 PM Eastern Time, we are closed daily from 2 to 3 PM.  We can be reached at (617)-423-9021. We are closed on the following holidays:

New Year's Day (January 1)
Martin Luther King, Jr. Day (third Monday in January)
Presidents' Day (third Monday in February)
Memorial Day (last Monday in May)
Independence Day (July 4)
Labor Day (first Monday in September)
Thanksgiving (fourth Thursday in November)
Christmas Eve (December 24)
Christmas (December 25)

Other support options

1) E-Mail

Email based Technical Support allows you to get the answers you need, without the cost of a telephone call. Send us your questions any time it's convenient for you, and because you're already on the Internet, email is free. E-mail support is available to registered owners of all Cakewalk products. Click here for more information.

2) Outside of the United States

We realize that calling out of country is expensive and may not be an option for everyone. It can also be more helpful to speak to someone in your native language. Product support is available in most countries through your local Cakewalk distributor. You can find contact information for all of our worldwide distributors here.

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