Pure Music / Pure Vinyl - Compatibility with Apple's iTunes 11

Please see the Pure Music Support page on our website for up to date information.



Contact

Contacting Channel D for Technical Support

Before contacting Technical Support, please check to be sure the topic of your question isn't already answered on the product's Support page on our website, or in the product documentation.

IMPORTANT: For product support questions (even if you have corresponded with Channel D before) include a description of the computer and audio system you are using, including the items below:

  • Channel D product name and specific version number ("latest version" is not clear; please provide the version number). Example: Pure Music 1.74a
  • Specific Mac model and year. For example, 2011 Mac Mini; or preferably the Product or Model Identifier Number found by selecting About This Mac (Apple menu) and click More Info (on OS 10.7, next click System Report...). Example: Macmini5.2
  • Amount of RAM installed
  • Specific OS version number (for example, OS X 10.6.8; or OS X 10.7.2, etc.)
  • iTunes version number.
  • Sound hardware / DAC used: manufacturer and model.
  • How is it connected to the computer? (Firewire, USB, optical, etc. and length of cable)
  • If playing audio tracks, approximate duration in minutes and the typical format (ripped from CD, high resolution downloads); include file format (example: AIFF, Apple Lossless, FLAC), sample rate (example: 44.1 kHz 16 bit, 192 kHz 24 bit)
  • How are the audio tracks stored? For example, external hard drive, NAS (please provide make and model), networked computer, etc.?
  • If using Upsampling (and sample rate), using Memory Play, and / or playing gapless tracks.
  • Systems using a Mac Mini: if you are running the computer "headless" (without a powered video monitor connected).
  • Any other details that you might think are important: as an example, if recording audio, the sample rate, bit depth, file format.

If this information is omitted it will delay resolution of your question, because you will be asked to provide this information. It's much easier to help when given a clear picture of your computer setup. System details are only associated with a particular user on a per-incident basis, because we've found that users can change their systems frequently. Even if you have given this information before, please include your system information in your email.


Send general questions to: softsales@channld.com
Users questions to: softsupport@channld.com

If you use "spam blocking" software to screen email (including software requiring a reply to an automated email for verification), it is your responsibility to add our email address / domain (including the domain .mac, which we may use) to your approved sender list. Otherwise, you risk not receiving the reply to your question.


Your email and other contact information will be used only to respond to and provide answers to your questions, and not for sending unwanted spam or marketing messages, nor will they be disclosed to other parties. If you provide a telephone number in your email inquiry, we may, at our option, choose to respond with "live" telephone technical support.

We may decline to respond to inquiries from anonymous email accounts; please use your primary email address (provided by your ISP) for sending communications.

Again, please check to be sure the answer to your question isn't already available via our website, or answered in the documentation included with the product.

Unlike many other software developers, we provide free telephone support for licensed users of our products. We have been at the receiving end of "unobtainable" customer support ourselves. For anyone that's experienced the frustration of waiting for a never arriving or a robotic, uninformative email response to questions, we continue to provide the "old school" standard of true customer support (having been in business for over 17 years). Our telephone support is at (609) 818-0700 from 9:30 AM to 4:30 PM (Eastern U.S. time zone), Monday through Friday (except holidays). For other inquiries, our business office telephone is (609) 393-3600. In the event that your call is transferred into our voice mail system, we ask that you leave a clear message with contact information that includes a clearly and slowly spoken call back telephone number: we can't respond to calls unless you provide call back information. If you are calling from a cell phone, please repeat your name and number in case there are audio drop outs. We will do our best to respond to calls or emails within one business day.