What Information Should I Include When Contacting Support?

The fastest way to get help from KeyboardTEK Support is to include the details we need to identify your order, understand your setup, and reproduce the issue.

Use the checklists below when contacting support.

Table of Contents

For Order Questions

For License Verification Questions

For Payment, Quote, Purchase Order, or W-9 Questions

For Download or File Access Questions

For MainStage Setup Questions

For No Sound or Keyboard Not Responding Issues

For Missing Samples or Error Messages

For Playback or KTPlayer Questions

Screenshots and Photos

Related Articles

For Order Questions

Please include:

  • Show title
  • Organization name
  • Licensing company
  • Order number, if available
  • Production dates
  • Email address used to place the order
  • What you are trying to order or change

For License Verification Questions

Please include:

  • Show title
  • Licensing company
  • Organization name
  • Production dates
  • Whether you uploaded a license document
  • Whether you asked KeyboardTEK to verify the license
  • MTI Access Code, if your production is licensed through MTI North America and you have one

Do not send passwords or private account login information.

For Payment, Quote, Purchase Order, or W-9 Questions

Please include:

  • Show title
  • Organization name
  • Order number or invoice number
  • Whether you need a quote, invoice, W-9, vendor setup information, or PO instructions
  • Purchase order number, if one has been issued
  • Billing or accounts payable contact information, if relevant

If your school, district, or university is paying by purchase order, send a copy of the signed purchase order to KeyboardTEK Support.

For Download or File Access Questions

Please include:

  • Show title
  • Organization name
  • Order number
  • Email address used for the order
  • File name you are trying to download
  • Whether the download link was received by email or accessed through your account
  • Whether the ZIP file downloaded fully
  • Whether the ZIP file opens successfully
  • Screenshot of any download or unzip error

For MainStage Setup Questions

Please include:

  • Show title
  • Mac model
  • macOS version
  • MainStage version
  • Keyboard model
  • Audio interface model
  • Whether you are using 5-pin MIDI or USB MIDI
  • Whether your audio interface is selected in MainStage audio settings
  • Whether the on-screen keyboard moves in Layout mode
  • What step in the setup process is not working

For No Sound or Keyboard Not Responding Issues

Please include:

  • Whether MainStage opens successfully
  • Whether the KeyboardTEK concert opens successfully
  • Whether the on-screen keyboard moves in Layout mode
  • Whether the MIDI In display changes when you play notes
  • Which audio output is selected in MainStage settings
  • Whether you hear sound from any patch
  • Whether the issue happens in every patch or only one patch
  • Photos of MIDI and audio cable connections, if possible

For Missing Samples or Error Messages

Please include:

  • Exact error message, or a screenshot of the message
  • File name you downloaded
  • Whether you opened the file from the ZIP or after unzipping
  • Which unzip app you used
  • Whether you moved or renamed any files
  • Whether you recently added a patch update
  • Screenshot of the unzipped folder contents, if possible

For Playback or KTPlayer Questions

Please include:

  • Show title
  • Whether you are asking about playback tracks, click tracks, sweeteners, stems, or another playback element
  • Whether KTPlayer opens successfully
  • What file or cue is not working as expected
  • Any error message shown by KTPlayer
  • Your Mac model and macOS version

Screenshots and Photos

Screenshots and photos are often the fastest way to diagnose a problem.

Helpful images include:

  • MainStage audio settings
  • MainStage Layout mode assignment
  • Assignments & Mappings page
  • Error messages
  • Download or ZIP file errors
  • IAC Driver settings, if using Auto Patch Advance
  • Physical MIDI and audio connections
  • External MIDI Piano channel strip settings, if applicable

Please make sure screenshots are readable.

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