BEFORE you request support, please scan these technotes to see if your question is answered therein.
If it isn't, send us an email with your question, and we will answer it as expeditiously as possible. In order to enable us to reply with an answer instead of more questions, please make sure your inquiry contains the information listed below. This list applies primarily to the Orville and DSP7000 series but equivalent information is necessary if your inquiry is about other Eventide products.
| Exact system configuration, i.e. Orville, DSP7000 etc, with or w/o Evenet, etc. |
| System warranty status, dealer from whom purchased, system serial number, address where machine is located. |
| Software version number (shown on second startup screen or setup/service/information first page). Currently 3.002. Note that in many cases an upgrade to latest version will be required before further support can be given. |
| Exact text of any error message(s). |
| Events/actions (if any) that preceded the problem. Is it occasional, rare or always? |
| Sample rate. |
| Clock source. (If internal, say so.) |
| Name of preset(s) loaded/loading when problem occurred. Even if it occurs with all presets, you MUST give (bank number,preset name) at least one. |
| Actions taken to remedy problem. Have you tried any re-initialization? If not, why not? |
We are inundated with spam - literally thousands of messages per day. To make sure we recognize your email as being legitimate, please:
| Use plain ASCII text. Turn off HTML and other formatting options. |
| Make the subject line relevant, e.g., "Eventide Orville" or other product name. Writing "Help" and nothing else in the subject line will almost certainly cause your email to be ignored. (We already have our billion dollars from Nigeria, thank you.) |
| Put your email address in the body of the email after your name. Sometimes when email is forwarded the headers get lost or confused, and having your name and email address in the message text will make it easier to get back to you. |
Frequently your email trouble report or inquiry will elicit additional questions. When we reply, we will leave your question, or the relevant portions of it, "attached" along with our own response. When you reply in turn, please leave the original question and response attached to your reply. That way if the correspondence finally gets sent to an expert or specialist, he can review it all rather than wondering what the original question was.