# \#support **URL:** https://forum.ikmultimedia.com/tag/support/76.md [Latest](https://forum.ikmultimedia.com/latest.md) · [Categories](https://forum.ikmultimedia.com/categories.md) · [Tags](https://forum.ikmultimedia.com/tags.md) --- ## [Organizing SampleTank 4 MAX Folders. Proper File Structure](https://forum.ikmultimedia.com/t/organizing-sampletank-4-max-folders-proper-file-structure/1578)
**Author:** [@MrToneX](https://forum.ikmultimedia.com/u/MrToneX)\ **Replies:** 1\ **Last updated:** [October 27, 2026, 12:17pm UTC](https://forum.ikmultimedia.com/t/organizing-sampletank-4-max-folders-proper-file-structure/1578 "2026-10-27T12:17:06Z")
I’m hoping someone can point me to the proper folder structure for my SampleTank 4 MAX install. I had it working but something is not right. When I select a sound bank I get other options to select that shouldn’t be the… --- ## [UNO Synth Pro X display shows strange symbols/artifacts](https://forum.ikmultimedia.com/t/uno-synth-pro-x-display-shows-strange-symbols-artifacts/1585)
**Author:** [@scherer](https://forum.ikmultimedia.com/u/scherer)\ **Replies:** 0\ **Last updated:** [October 27, 2026, 9:01am UTC](https://forum.ikmultimedia.com/t/uno-synth-pro-x-display-shows-strange-symbols-artifacts/1585 "2026-10-27T09:01:28Z")
Hi guys, my UNO Synth Pro X display shows some strange artifacts. Like if there’s another layer of symbols on top. Everything is still usable, but these symbols are in the way. These symbols are always on the same place… --- ## [I raised a ticket in August had no response for weeks](https://forum.ikmultimedia.com/t/i-raised-a-ticket-in-august-had-no-response-for-weeks/1499)
**Author:** [@CAIN\_72](https://forum.ikmultimedia.com/u/CAIN_72)\ **Replies:** 5\ **Last updated:** [October 25, 2026, 10:49am UTC](https://forum.ikmultimedia.com/t/i-raised-a-ticket-in-august-had-no-response-for-weeks/1499 "2026-10-25T10:49:31Z")
On the 30th August I raised a ticket regarding one of my precision 5s having a different serial number to the one I purchased and first calibrated (it went back to ik for a repair I noticed the mismatch after it was retu… --- ## [我的中国服务器的产品都没有了？？？](https://forum.ikmultimedia.com/t/topic/1410)
**Author:** [@basshui](https://forum.ikmultimedia.com/u/basshui)\ **Replies:** 3\ **Last updated:** [October 22, 2026, 2:30pm UTC](https://forum.ikmultimedia.com/t/topic/1410 "2026-10-22T14:30:08Z")
我是一个中国区用户，最近可能是中国区服务器停了么？我的账号里所有授权都消失了。我国外网络的账号可能是恢复了一部分，但是远远不够，我给发工单了，没人回复我。我这个工单应该发到哪个国家呢？我现在该怎么办呢？ --- ## [Three days waiting for a reply](https://forum.ikmultimedia.com/t/three-days-waiting-for-a-reply/1491)
**Author:** [@metalmick](https://forum.ikmultimedia.com/u/metalmick)\ **Replies:** 3\ **Last updated:** [October 21, 2026, 4:55pm UTC](https://forum.ikmultimedia.com/t/three-days-waiting-for-a-reply/1491 "2026-10-21T16:55:19Z")
Three days since I put in a support ticket (UK) and STILL no reply… not even an acknowledgement that you’ve received it (which you do get with EVERY other company). Unacceptable. --- ## [Tonex MAX: What benefits do I get for free and automatically with this latest update? (TONEX)](https://forum.ikmultimedia.com/t/tonex-max-what-benefits-do-i-get-for-free-and-automatically-with-this-latest-update-tonex/1295)
**Author:** [@PrimeMusic](https://forum.ikmultimedia.com/u/PrimeMusic)\ **Replies:** 5\ **Last updated:** [October 20, 2026, 6:38pm UTC](https://forum.ikmultimedia.com/t/tonex-max-what-benefits-do-i-get-for-free-and-automatically-with-this-latest-update-tonex/1295 "2026-10-20T18:38:36Z")
I purchased a TONEX MAX license and one Tonex ONE last month. I’d like to know what benefits I automatically receive for free when I upgrade to this new TONEX 2.1 software, or if I can only access those benefits by payin… --- ## [Arc On Ear Sennheiser HD 490](https://forum.ikmultimedia.com/t/arc-on-ear-sennheiser-hd-490/1349)
**Author:** [@Froja](https://forum.ikmultimedia.com/u/Froja)\ **Replies:** 2\ **Last updated:** [October 16, 2026, 4:48pm UTC](https://forum.ikmultimedia.com/t/arc-on-ear-sennheiser-hd-490/1349 "2026-10-16T16:48:11Z")
Hi, Which of the included pads, mixer or producer, are the corrections in the software made for? --- ## [Custom DI player](https://forum.ikmultimedia.com/t/custom-di-player/1226)
**Author:** [@thomashood1](https://forum.ikmultimedia.com/u/thomashood1)\ **Replies:** 1\ **Last updated:** [October 16, 2026, 9:44am UTC](https://forum.ikmultimedia.com/t/custom-di-player/1226 "2026-10-16T09:44:08Z")
I just updated to the latest tonex player and cant seem to find the player thing for the custom DI’s. Did IK remove that? --- ## [Firmware update fails](https://forum.ikmultimedia.com/t/firmware-update-fails/215)
**Author:** [@StephenDaedalus](https://forum.ikmultimedia.com/u/StephenDaedalus)\ **Replies:** 1\ **Last updated:** [October 15, 2026, 8:27am UTC](https://forum.ikmultimedia.com/t/firmware-update-fails/215 "2026-10-15T08:27:58Z")
I’m having issues updating the firmware on my Irig Keys 49 i/o. It consistently freezes at 5% progress and then says that there are errors and update failed. I’ve already done all the troubleshooting steps: (1) I’ve run… --- ## [IK Product Manager login failure, but web site login is ok](https://forum.ikmultimedia.com/t/ik-product-manager-login-failure-but-web-site-login-is-ok/1341)
**Author:** [@pcbr](https://forum.ikmultimedia.com/u/pcbr)\ **Replies:** 7\ **Last updated:** [October 15, 2026, 3:01am UTC](https://forum.ikmultimedia.com/t/ik-product-manager-login-failure-but-web-site-login-is-ok/1341 "2026-10-15T03:01:08Z")
I am suffering from the login on the IK product manager software. It used be ok but the login failure started a couple of week ago. I tried: Restart the computer Installed 1.1.15 and 1.1.16 Reset password on the web … --- ## [Arc On Ear Issues](https://forum.ikmultimedia.com/t/arc-on-ear-issues/1338)
**Author:** [@Froja](https://forum.ikmultimedia.com/u/Froja)\ **Replies:** 1\ **Last updated:** [October 11, 2026, 1:12pm UTC](https://forum.ikmultimedia.com/t/arc-on-ear-issues/1338 "2026-10-11T13:12:08Z")
Hey, I’ve already written to the technical support team about this but haven’t heard back yet so was thinking to ask here as well. I received my Arc On Ear yesterday, after unboxing and trying to install it some issues… --- ## [New Tonex 2.1 upgrade](https://forum.ikmultimedia.com/t/new-tonex-2-1-upgrade/1215)
**Author:** [@saevans2257](https://forum.ikmultimedia.com/u/saevans2257)\ **Replies:** 17\ **Last updated:** [October 10, 2026, 11:40am UTC](https://forum.ikmultimedia.com/t/new-tonex-2-1-upgrade/1215 "2026-10-10T11:40:07Z")
If you already have purchased all the Tonex max suites do you still have to pay the price for 2.1? Is there an upgrade price, I have recently invested quite a bit of money on all the products. Another 299.00 seems a lit… --- ## [Tonex Control app not showing Tonex SE models](https://forum.ikmultimedia.com/t/tonex-control-app-not-showing-tonex-se-models/787)
**Author:** [@deepakhemadri](https://forum.ikmultimedia.com/u/deepakhemadri)\ **Replies:** 24\ **Last updated:** [October 9, 2026, 5:16am UTC](https://forum.ikmultimedia.com/t/tonex-control-app-not-showing-tonex-se-models/787 "2026-10-09T05:16:27Z")
Here’s my setup - Tonex One+, Tonex SE (on my Mac), Brown Panel & Signature + collections. I use Tonex Control App to modify the tones/presets on the One+ when I am practising and away from the Mac. I see all tone mode… --- ## [Major issues with TONEX 2.1.1 VST3 Plugin Parameter Automation](https://forum.ikmultimedia.com/t/major-issues-with-tonex-2-1-1-vst3-plugin-parameter-automation/1327)
**Author:** [@CSpace\_Sound](https://forum.ikmultimedia.com/u/CSpace_Sound)\ **Replies:** 0\ **Last updated:** [October 8, 2026, 1:12am UTC](https://forum.ikmultimedia.com/t/major-issues-with-tonex-2-1-1-vst3-plugin-parameter-automation/1327 "2026-10-08T01:12:18Z")
I have already submitted a support request for this, but I wanted to also post here both to vent some steam and in the unlikely event that someone can help. I have been using TONEX for more than a year, and up until now… --- ## [New on Tonex, I need help](https://forum.ikmultimedia.com/t/new-on-tonex-i-need-help/1296)
**Author:** [@Kaiqueunderline](https://forum.ikmultimedia.com/u/Kaiqueunderline)\ **Replies:** 2\ **Last updated:** [October 7, 2026, 7:36pm UTC](https://forum.ikmultimedia.com/t/new-on-tonex-i-need-help/1296 "2026-10-07T19:36:30Z")
I just came out of Fractal and bought a Tonex board. Given where I came from, I have a somewhat nerdy nature for this type of equipment. I would like to understand the input trim better, because it is set by the factory … --- ## [Resing Modeler AI error](https://forum.ikmultimedia.com/t/resing-modeler-ai-error/1300)
**Author:** [@arfran](https://forum.ikmultimedia.com/u/arfran)\ **Replies:** 2\ **Last updated:** [October 7, 2026, 12:03pm UTC](https://forum.ikmultimedia.com/t/resing-modeler-ai-error/1300 "2026-10-07T12:03:27Z")
I started experimenting a bit with ReSing v1.0.3 last year, but only recently began seriously using it, especially the Modeler. I first updated to the latest version (1.1.3). I gave Modeler a clean set of ~30 wav files (… --- ## [No Xavier voice in Resing Producer Pack Vol 2](https://forum.ikmultimedia.com/t/no-xavier-voice-in-resing-producer-pack-vol-2/1127)
**Author:** [@Malivar](https://forum.ikmultimedia.com/u/Malivar)\ **Replies:** 4\ **Last updated:** [October 6, 2026, 10:19am UTC](https://forum.ikmultimedia.com/t/no-xavier-voice-in-resing-producer-pack-vol-2/1127 "2026-10-06T10:19:19Z")
Anyone else had a problem installing Xavier and/or can give me any advice ? It is showing as 0 bytes in the Product Manager wheras all of the others are over 300MB. I have contacted support to see if they can help --- ## [Precision MTM support in Asia](https://forum.ikmultimedia.com/t/precision-mtm-support-in-asia/1297)
**Author:** [@bhvrmusic](https://forum.ikmultimedia.com/u/bhvrmusic)\ **Replies:** 0\ **Last updated:** [October 6, 2026, 4:47am UTC](https://forum.ikmultimedia.com/t/precision-mtm-support-in-asia/1297 "2026-10-06T04:47:50Z")
Hey IKM, Sent a support request a week ago through main site but haven’t heard back. I have a difficult problem to solve and need direct IKM assistance. Problem: Shipped a pair of Precision MTMs (original, not MKII) fr… --- ## [Allow the TONEX Cab software to detect and configure two TONEX Cab units at the same time. ](https://forum.ikmultimedia.com/t/allow-the-tonex-cab-software-to-detect-and-configure-two-tonex-cab-units-at-the-same-time/1291)
**Author:** [@aslanking7](https://forum.ikmultimedia.com/u/aslanking7)\ **Replies:** 0\ **Last updated:** [October 5, 2026, 8:43pm UTC](https://forum.ikmultimedia.com/t/allow-the-tonex-cab-software-to-detect-and-configure-two-tonex-cab-units-at-the-same-time/1291 "2026-10-05T20:43:13Z")
Product: TONEX Cab Summary: Allow the TONEX Cab software to detect and configure two TONEX Cab units at the same time. Problem / Use Case: I use two TONEX Cabs as a stereo pair (left and right) on my desk, with dry an… --- ## [Irig Keys I/O 49 Power Issue](https://forum.ikmultimedia.com/t/irig-keys-i-o-49-power-issue/1200)
**Author:** [@JeffH](https://forum.ikmultimedia.com/u/JeffH)\ **Replies:** 5\ **Last updated:** [October 5, 2026, 7:16pm UTC](https://forum.ikmultimedia.com/t/irig-keys-i-o-49-power-issue/1200 "2026-10-05T19:16:56Z")
Has anyone had issues with power on their I/O 49? I have no power from batteries, iPad Pro 12.9 3rd gen, or PSU 3A. The only power I get is from the laptop USB port. Is this a known issue? --- ## [Urgent Help: Account/Server Backend Block Locking Paid Plugins in Pro Tools](https://forum.ikmultimedia.com/t/urgent-help-account-server-backend-block-locking-paid-plugins-in-pro-tools/1096)
**Author:** [@AmberGecko78](https://forum.ikmultimedia.com/u/AmberGecko78)\ **Replies:** 4\ **Last updated:** [September 29, 2026, 5:21pm UTC](https://forum.ikmultimedia.com/t/urgent-help-account-server-backend-block-locking-paid-plugins-in-pro-tools/1096 "2026-09-29T17:21:50Z")
Hi @Peter-IK and @DC\_IK, My web support submission failed to generate a ticket number, and my plugins are completely locked on Windows 11. I have tried contacting tech support numerous times over more than a week, but I … --- ## [ToneX Board Memory Issue](https://forum.ikmultimedia.com/t/tonex-board-memory-issue/1175)
**Author:** [@NimbleCoral92](https://forum.ikmultimedia.com/u/NimbleCoral92)\ **Replies:** 0\ **Last updated:** [September 26, 2026, 9:08pm UTC](https://forum.ikmultimedia.com/t/tonex-board-memory-issue/1175 "2026-09-26T21:08:59Z")
My ToneX Board will not remember the Time and Date after a power cycling. Is there an internal clock battery? --- ## [Tonex Board Date/aTime memory](https://forum.ikmultimedia.com/t/tonex-board-date-atime-memory/1122)
**Author:** [@NimbleCoral92](https://forum.ikmultimedia.com/u/NimbleCoral92)\ **Replies:** 0\ **Last updated:** [September 21, 2026, 2:14am UTC](https://forum.ikmultimedia.com/t/tonex-board-date-atime-memory/1122 "2026-09-21T02:14:39Z")
My Tonex Board does not remember the date or time when I turn it off and turn it back on. Has anyone else had this same issue? Is there an internal battery? --- ## [Resing MAX will not connect no matter what - AI Engine Unreachable](https://forum.ikmultimedia.com/t/resing-max-will-not-connect-no-matter-what-ai-engine-unreachable/110)
**Author:** [@hskaps](https://forum.ikmultimedia.com/u/hskaps)\ **Replies:** 23\ **Last updated:** [September 18, 2026, 8:58pm UTC](https://forum.ikmultimedia.com/t/resing-max-will-not-connect-no-matter-what-ai-engine-unreachable/110 "2026-09-18T20:58:13Z")
Hey everyone, If theres anyone that can help me I would greatly appreciate it. I have been going back and forth through email with support for almost a month now and my issue still has not been resolved so if anyone has … --- ## [No TONEX device has been authorized](https://forum.ikmultimedia.com/t/no-tonex-device-has-been-authorized/1080)
**Author:** [@djdrysdale1](https://forum.ikmultimedia.com/u/djdrysdale1)\ **Replies:** 2\ **Last updated:** [September 15, 2026, 11:46pm UTC](https://forum.ikmultimedia.com/t/no-tonex-device-has-been-authorized/1080 "2026-09-15T23:46:38Z")
I purchased a used TONEX ONE pedal and received it today. I was able to successfully register the device and it appears in my IK Multimedia Product Manager. However, when I open TONEX Editor, I receive a warning that “No… --- ## [Various ReSing and support issues](https://forum.ikmultimedia.com/t/various-resing-and-support-issues/1069)
**Author:** [@BeatsBasteln](https://forum.ikmultimedia.com/u/BeatsBasteln)\ **Replies:** 2\ **Last updated:** [September 15, 2026, 5:41pm UTC](https://forum.ikmultimedia.com/t/various-resing-and-support-issues/1069 "2026-09-15T17:41:23Z")
Hey IK-Team, your support feature clearly isn’t working. Multiple people on this forum already told you they didn’t even get a reply in their spam folders. I’m 2 tickets in for some weeks now. That’s why I’m here now. … --- ## [Message Button is Missing](https://forum.ikmultimedia.com/t/message-button-is-missing/920)
**Author:** [@tmertz](https://forum.ikmultimedia.com/u/tmertz)\ **Replies:** 2\ **Last updated:** [September 15, 2026, 5:05am UTC](https://forum.ikmultimedia.com/t/message-button-is-missing/920 "2026-09-15T05:05:46Z")
Hi, I am trying to reach about a support issue, and saw the note to send a DM, but when I click on a user there is no message button. Am I missing something? --- ## [Can't change buffer size with axe i/o solo and ableton live 12](https://forum.ikmultimedia.com/t/cant-change-buffer-size-with-axe-i-o-solo-and-ableton-live-12/674)
**Author:** [@OmriC](https://forum.ikmultimedia.com/u/OmriC)\ **Replies:** 4\ **Last updated:** [September 11, 2026, 4:47pm UTC](https://forum.ikmultimedia.com/t/cant-change-buffer-size-with-axe-i-o-solo-and-ableton-live-12/674 "2026-09-11T16:47:47Z")
Hello everyone, I want to change the buffer size to 128 when recording but the menu is greyed out in the axe control panel, and clicking on “hardware setup” in Ableton live 12 doesn’t open anything up. I tried using asi… --- ## [The front LED is a solid,steady Blue of i loud Micro monitor pro (white)](https://forum.ikmultimedia.com/t/the-front-led-is-a-solid-steady-blue-of-i-loud-micro-monitor-pro-white/1020)
**Author:** [@Esrajgyan](https://forum.ikmultimedia.com/u/Esrajgyan)\ **Replies:** 0\ **Last updated:** [September 10, 2026, 7:33am UTC](https://forum.ikmultimedia.com/t/the-front-led-is-a-solid-steady-blue-of-i-loud-micro-monitor-pro-white/1020 "2026-09-10T07:33:31Z")
The Problem: State that the speaker is completely bricked on startup. The front LED is a solid, steady blue, and the back panel lights are completely dark.Troubleshooting Done: Explicitly tell them: "I have already tried… --- ## [Resing crashes reaper as ARA on media item](https://forum.ikmultimedia.com/t/resing-crashes-reaper-as-ara-on-media-item/640)
**Author:** [@mozart999uk](https://forum.ikmultimedia.com/u/mozart999uk)\ **Replies:** 10\ **Last updated:** [September 3, 2026, 2:01pm UTC](https://forum.ikmultimedia.com/t/resing-crashes-reaper-as-ara-on-media-item/640 "2026-09-03T14:01:04Z")
In reaper add resing (ARA)as a media item FX After a few seconds, reaper closes. It works ok if I add resing as a track FX. Reaper 7.78 windows 11. Anyone else had this? Have sent an message to support but I’ve not … [Next page](https://forum.ikmultimedia.com/tag/support/76.md?match_all_tags=true&page=1&tags%5B%5D=support)