MIDIJACK Troubleshooting Information
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From 7/11/2024 onwards, technical support for Synhouse
MIDIJACK products is available only right here in the form of online written articles, FAQs, and examples of previous support that has been posted to help others.
By appointed arrangement, products under factory warranty can be sent in for a free retest plus a return shipping charge of $7.00 USA and $30.00 overseas.
Beware, all MIDIJACKs have been fully tested and calibrated before shipping, they aren't just kicked out the door fresh off the line, leaving the customers to be the first ones to try powering them up, and while 19 out of 20 offers to send it back in for a free retest are declined by the customer (???), of all the ones that are the 1 out of 20 that are sent in, 90% are found to still be working perfectly, quickly recalibrated, and sent back at customer shipping expense, and 10% are found to be blown out due to shorting the wires to ground or connecting to bad connections, either of which are not the fault of the company and no free merchandise or money is provided to the customer.
Most MIDIJACKs that are blown out by installation/handing mistakes can be repaired here at a low cost to the customer, perhaps only $25 if the parts are available, but it's not free and it's not a warranty job. It can take up to three weeks or possibly more, depending on the production schedule here. Sometimes it is done in a few days if the test jig is here already.
It was after the end of Synhouse year #25 (1999-2024) that e-mail call-and-response technical support for MIDIJACKs was ended. The cost to the company had gotten to be greater than the cost of manufacturing the products (frequently $189 or even $630 worth of company tech time, and all for nothing, the product was working and the support always began and ended with the product, not the customer instrument or installation), which should continue beyond the first quarter of a century, while repetitive cycles of explaining again and again that the MIDIJACK IS working should not continue.
Even in the first 25 years, customer installations were not supported, and the online easy, illustrated, color-coded installation articles were also not supported. Only the Synhouse MIDIJACK hardware was supported, to see that it is good or figure out why it had stopped working. Even in the first 25 years, customer installations were not supported, and the online easy, illustrated, color-coded installation articles were also not supported. Only the Synhouse MIDIJACK hardware was supported, to see that it is good or figure out why it had stopped working properly.
The specific synthesizer installations on the Analog User Modifications page were NEVER supported. The first several synth articles cost the company $2,000/each, after that the only ones added were when a synth that didn't already have an article was sent in for Factory Installation (and Factory Installations on unknown synths not done here yet has not been possible since 2010, only the ones that are already documented can be done here now).
These articles were created and offered for use by the customer for FREE, but were never supported. Either use them or don't.
They showed in great detail of text and photographic installations how the MIDIJACK was installed in a specific synthesizer here at Synhouse, but gave no guarantee that some other synthesizer was not a different revision that was different, or just one that behaves differently every time, such as the Moog Prodigy without CV/gate jacks.
MIDIJACK customers can use these articles for free if it helps them. Or not.
This is immaterial to the company manufacturing the hardware, and these MIDIJACKs have been self-installed by users in dozens of countries over 25 years. This is a fully mature product and no more will be learned about it. It had to be completely redesigned on the manufacturing engineering side (PCB design replaced, laser cut SMD solder stencil replaced, pick-and-place robotic assembly programming files replaced, firmware programming files and programming system replaced, etc.) in 2017 and 2018 just to produce more and keep it in production for what is now the next 7 years and continuing on from here. New hours of company time are going into keeping the MIDIJACK in production and into developing and funding new products.
User installations were never supported with technical support. The MIDIJACK is only supported on the side of the MIDIJACK hardware, to ensure it is working.
How to see if your MIDIJACK is still working (and yes, it arrived at your door working, it was fully tested and calibrated here at Synhouse).
New Synhouse products can't be developed or funded if company time is burned off on the same issues again and again, in regards to a product that was fully mature and in the highest version of firmware 23 years earlier. New problems haven't come up. Old problems customers had can't be answered and answered again beyond year #25.
Examples of testing and diagnostic techniques are given here on this new MIDIJACK troubleshooting page.
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