What Support Does KeyboardTEK Offer?

KeyboardTEK Support helps customers order, access, set up, and use KeyboardTEK programming for licensed productions.

Because every production uses different computers, keyboards, audio interfaces, pedals, and sound systems, our support focuses on KeyboardTEK products and the standard workflows needed to use them.

Table of Contents

What KeyboardTEK Support Covers

MainStage Support

Hardware and Equipment Support

What KeyboardTEK Cannot Fully Support

When to Contact a Manufacturer or Local Technician

How to Get the Best Support

What KeyboardTEK Support Covers

KeyboardTEK Support can help with:

  • Finding and ordering programming for your show
  • License verification questions
  • Pricing, invoices, quotes, purchase orders, and W-9s
  • File delivery and download access
  • Download issues and ZIP files that will not open
  • General setup questions for KeyboardTEK MainStage programming
  • KeyboardTEK-provided MainStage files, patches, and samples
  • KeyboardTEK playback products when available for your show
  • KTPlayer questions for authorized playback materials
  • Questions about what is included in a KeyboardTEK product

MainStage Support

KeyboardTEK can help with MainStage questions related to using KeyboardTEK programming.

This may include:

  • Opening the MainStage concert
  • Assigning your keyboard in Layout mode
  • Assigning basic controls such as Next, Previous, Panic, sustain, and expression
  • Confirming that the KeyboardTEK file is loading correctly
  • Troubleshooting missing samples or download-related issues
  • Explaining how KeyboardTEK programming is intended to be used

KeyboardTEK does not replace Apple MainStage documentation or Apple Support, but we can help with the standard setup needed for KeyboardTEK programming.

Hardware and Equipment Support

KeyboardTEK can provide general setup guidance for common MainStage hardware, including:

  • MIDI keyboards
  • Audio interfaces
  • Sustain pedals
  • Patch-change pedals
  • Expression pedals
  • 5-pin MIDI connections
  • USB MIDI connections
  • Basic audio output routing

However, KeyboardTEK cannot fully support every possible hardware setup. Each keyboard, audio interface, driver, pedal, and macOS version may behave differently.

What KeyboardTEK Cannot Fully Support

KeyboardTEK may not be able to fully troubleshoot issues caused by:

  • A customer’s computer or operating system
  • A third-party audio interface driver
  • A keyboard manufacturer’s settings
  • Pedal compatibility or polarity issues unrelated to MainStage mapping
  • A damaged cable, pedal, keyboard, or interface
  • Local network restrictions or firewalls
  • Custom edits made to KeyboardTEK files
  • Non-KeyboardTEK programming
  • Unauthorized modifications to MainStage concerts, samples, or instruments
  • Sound system, front-of-house, monitor, or venue-specific routing issues

In those cases, KeyboardTEK may help identify the likely source of the problem, but you may need support from your manufacturer, IT department, sound designer, music director, or local technician.

When to Contact a Manufacturer or Local Technician

You may need manufacturer or local technical support if:

  • Your Mac does not recognize your audio interface.
  • Your keyboard is not sending MIDI to any application.
  • Your audio interface driver is not compatible with your macOS version.
  • A pedal does not work with your keyboard outside of MainStage.
  • Your venue sound system is not receiving audio.
  • Your computer has system-wide audio or performance issues.
  • Your network blocks or interrupts large downloads.

KeyboardTEK can help with the KeyboardTEK programming side, but hardware and system-level issues may need outside support.

How to Get the Best Support

When contacting KeyboardTEK Support, include specific details so we can help quickly.

For technical issues, include:

  • Show title
  • Keyboard model
  • Mac model
  • macOS version
  • MainStage version
  • Audio interface model
  • Connection type: 5-pin MIDI or USB MIDI
  • Which pedals you are using
  • Screenshots of error messages or MainStage settings
  • Photos of physical connections, if helpful

For order issues, include:

  • Show title
  • Organization name
  • Order number
  • Licensing company
  • Production dates
  • Email address used to place the order

You may also find these articles helpful:

  • How to Contact KeyboardTEK Support
  • What Information Should I Include When Contacting Support?
  • What If I Modified the Programming?
  • MainStage Quickstart Guide
  • Connecting Your Equipment for MainStage
  • Do I Really Need an Audio Interface?
  • MainStage and macOS Compatibility