help ticket

[wackyquack]

can someone please remind me how to check the status on an open ticket, please.

[ddouglass]

You should have gotten an automatic reply email with a link to check the status, that is if you used the web-email form to submit it.
Or you can try here but you have to login correctly. http://www.mtu.com/kb/index.php?action=ticket_lookup

[wackyquack]

Thank you, I didn't get an email reply, but I have been having problems with my email. I will try the link you provided

[wackyquack]

Dale, thanks for the link the ticket info was available. one more question you may be able to help with. With all the problems with my email I may have forgotten to add their email address to my "accept" list for receiving email. Do you by chance know the email address the reply would have come from?

Thanks

[ddouglass]

Actually you need to accept all email from MTU.com so you will get notification of upgrades, etc. The one for the tickets I believe is support@mtu.com. You should be able to add just the domain and get all of them.

[George]

it may take more maintenance on an ongoin basis, but I much prefer to use a blocked senders list rather than an accept list.

No question about getting mail you should.

[wackyquack]

George, I would perfer the same, but my provider doesn't give me that option. Well, thanks for the suggestion. I had to re-open my ticket cause the recommendation didn't work.

Again, thanks George and Dale

[ddouglass]

What exactly is your problem? Maybe we can help with some suggestions.

[wackyquack]

Dale;

I purchased a new burner from MTU to replace my old Plextor. I have up graded to 4.002. Now I can't burn a disc nothing will go to the write list nor can I play. I can get things to the play disk, but when I push play the display screen opens and then immediately stops.

I have looked for new firmware for the burner but what I have is current and I have updated XP. Don't know what else to try.

[ddouglass]

Do you get an error message when you try to add a file to the write list?
Do you get audio when you try to play a song, even thogh the graphics closes or does it just stop the play all together?
Can you burn with any other burn software, like Nero or Roxio?
What types of files are you trying to play and/or burn?

[wackyquack]

I can burn with Sonic (cds or dvds) without problems. I get nothing in the play mode it just stops. I get no error messages the write screen will open I open the folder where the CD-g are located highlight and click add, but nothing appears in the write window. Just another added note. When I was using the Plextor and vs. 2.6? everything was fine. I only replaced the burner because it sounded like a wheat thrasher when it opened and closed and even though I upgraded the firmware for the burner the new 4.002 wouldn't work. That is when MTU recommeded a new burner.

Here is my computer info if that helps

HP Pavillion
Windows XP Media Center Edition Vs. 2002 SP2
ADM 64 3700+
2.19 GHz, 1GB Ram

Optiar DVD RW AD-7170-A (purchased from MTU 07/28/07)

[George]

Jim,

Have you tried the new emai support ticket system?

There have been problems viewing some support tickets, so MTU installed an email system.

At the main home page click SUPPORT, then on the new page, click WEB EMAIL TICKET, and fill in the details.

That should get you some response.

[ddouglass]

Ok. Now we get down to it. If those files are full size .CDG (not mp3+G where you have an mp3 file and a cdg file) , then 4.002 can't work with them any more. You need to change the extension to .BIN and then it should work. If you have a lot of them, you may want to try with a few to see if that fixes it, then wait a short bit for the Songverter upgrade which will help with those changes.

[wackyquack]

Dale;

Well, I didn't realize that. I only have cdg files. I will try this when I get home. when I then burn them does it burn as a cdg. I guess what I'm asking is will my players (JVC and RSQ) still recognize them. I still use disks for my shows.

[ddouglass]

Yes. The CDG format is actually the BIN format, but MTU in the earlier versions named them CDG when you imported into Microstudio.
When you burn the tracks to a CD they actually don't have either but are listed as CDA tracks.
When you do write a disc with Microstudio be sure to save the track list so you can print a label.

[wackyquack]

Dale;

Still doesn't work. when I checked the file format for the files I imported it said .bin, but still nothing

[ddouglass]

OK. A few more things to try.
Windows Updates. Do the Custom Update and update everything. The Express or Auto update only does "critical" updates chosen by Microsoft.
Burner Program. Check to see if your Sonic program has a listing in the Startup folder in your Start Menu. If so delete the entry. Most burner programs try to get exclusive rights to the CD drive and won't let other programs use it.

[wackyquack]

I'll try that when I get home. Thanks

[George]

deleted

[wackyquack]

Dale;

Well, it works now. I did a custom update to my Windows XP and that was it.

thanks to you and George for your help. As long as I've been a member of this board. I should have asked here first.

again, thanks