Hi Paul

In brief I run Cubase and have a Mackie controller and 2 extenders. The mackie was running perfectly until recently and now does not respond to commands in cubase and similarly its controls no longer operate the cubase controls. I am assuming this may be something to do with drivers but am not 100% sure. If this is something you think you can help with then i will happily book a slot with you.

Best wishes

Stephen

I received the above message by email and replied to the client. We confirmed his technical support requirements and made arrangements for our remote support session the next day.

Control Surface Setup

Once we connected on the phone and via Anydesk I could look at his Cubase settings and see the problem was very straightforward. It was indeed the drivers. His settings had been lost (possibly as a result of a Cubase crash). We just needed to reassign the MIDI ports within the Cubase Control Surface setup window.

Cubase crashes are not uncommon so I showed my client how to navigate to the Setup window and how to set the Control Surface ports for himself in case a crash happened again in the future.

Since this task didn’t take very long and the client had paid for an hour of support time I did a health check on the rest of his system whilst we had a conversation about his music and potential future upgrades. I recommended he try the excellent (and free!) Valhalla Supermassive Plugin which I installed for him and then gave a short tutorial on settings he might find useful for his style of music.

At the end of the one hour session my client was kind enough to write me a nice review. Thanks Stephen!

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