Mine took about a week to hear back from them. In my experience though they usually help solve the problem rather well. Merging essentially three different user bases into one has caused for a greater influx of help requests so they're probably a little slower than they've been in the past with SSL and ITCH due to the higher volume of requests.

Hi DJ Fluke 613,

Did you have a support ticket number? If you pass that to me I can see where things are at.

As for our support team needing your setup and specs; this is really important for them to help diagnose the issues you are having, we have such a large range of devices and potential machines connected to those devices that we need as much of your rigs info as possible to help us help you :)

Hit me with that ticket number man, I can see where its at :)

Jas

Ah I just found your ticket :)

Matt has replied to you a few hours ago, 10am this morning New Zealand time :) have a look at his response and let him know if you need any further help!

J

You think their support sucks? You should see what it's like over at Native Instruments.
Trust me, Serato are probably some of the best when it comes to individualistic support.

What? They have support? LOL! Not bagging Traktor but all you can do is wait in my experience. No use using support unless you want to unregister products from your account.

Personally I think Serato support is pretty good... Don't forget they are based in NZ so you maybe logging a ticket in the middle of the night for them... They're also trying to balance development AND support and I'm sure at the moment they are trying to verify OS X Yosemite is stable...

Why not help them out by providing all the specs of your PC and controller/SL etc when you log the call? It improve the turnaround time of your issue.

I think the problem stems from employing cheap labour that arn't tech savy and just read info from a screen, from my recent experience with tech support, they just repeat what you told them as if it was their idea to try this,

if it's a real problem it requires a update,
support are just there to tell you to rename your database/create a new one,
help with licence issues (which is available on the pirate bay in case you missed it)
give them a crash log and they don't know whats happening,

then after they don't respond for days/weeks and come back with a generic answer that you already told them you tried and when you just give up and don't reply they go hey lets mark this issue as resolved so we can make our monthly stats look great,

@ The Return of Dj Sparky

You care to provide all documentation and emails as proof ?

If this is true it should be made public.

i don't need to show proof, if serato want to question it i suggest they refer to my recent support query

Yeah I love Serato's service and this forum is great

If it is true that there are cracked stuff on Pirate buy I encourage Serato support to go and check it out ASAP and then penalise users with the fake stuff by causing their audio to drop out after 10 min mixing or so!!!

Pirate Bay*

PS. Serato please upgrade the forums that a person can edit posts like this when typo's are made??

I completely agree I experience the exact same issues, I think the support team is a joke, and I have yet to get any issue I have submitted resolved in a timely order or resolved at all.

Hi Dj Sparky,

I've just checked your help request, and can see you've had a reply from my colleague, Juan, on the 2nd of September that you haven't replied to. Going through that help request, I can see he has given you some pretty detailed steps, and good information.

If you'd like to look into getting the issue resolved, I'd suggest following all the steps he's provided, and then getting back to him.

Thanks,
Micah

Ooooh so thats why he didnt want to provide proof i.imgur.com lol

Kind of too bad that the "support" is no longer in a public forum.

Public accountability in both directions is always a good thing.

Now THAT was awesome!!!!

Yes Sir I agree and the ability to search for help issues that have been previously diagnosed and get a quick fix. I not a fan of the new private support policy :(

I am aghast (I don't think that's too strong a word) at the new private support policy.

Hey guys

Thought I'd drop in here and talk through this with you guys.

First up, just want to check that you've had a read of this: serato.com. It was written almost 6 months ago (as our new system came online), but most of the discussion is still relevant and we cover some good ground about why things are being done how they are now and the benefits for users.

There are also some developments I'm keen to share with you all, but I've actually got to leave the office right now. I'll check back in here later at home to address some of the concerns you have.

Cheers
Aaron

I've not found Serato or NI support to be that bad to be honest. Usually get a response within a few days.

Would be nice to have a public "bug list" with a progress indicator e.g. "known bug", "we're working on it", "we currently have no clue", "we've fixed this in 1.x.x" etc At least then people can see if they have a known issue.

Mike

You had me at hello.

Well lets take a chronigical look at my issue that renendered SSL unuseable for me,

Aug 21st, detailed issue reported to serato along with crash log,

Aug 22nd, 1st generic response from support asking me for computer specs when all these details were provided via the crash log,

Aug 22nd, more details provided by me, and other variabels tried, sdj or ssl would not open,

Aug 25th, support then replies that my processor is not supported and thinks they found a easy way out of the issue, note the system has used ssl for years with out a problem and although the processor is dated in terms of SDJ specs its well within spec for SSL,

Sept 1st, first response that actualy contained something that i hadent already told them,

Sept 2nd, another generic response with steps i mentioned in a previous reply,

After this I decided support were useless I took matters into my own hands and formated and did a fresh OS install, after this the SSL would actually open and not crash on startup,

Sept 9th, auto email about thread being considered solved due to no response, i couldn't be bothered dealing with the useless support so i just ignore it,


after digging into the crash log myself the issue seemed to be a access memory violation, what caused it I have no idea but support should have identified this straight away, it's their job after all, so original issue reported on the 22nd of august, issue "resolved" 2nd sept, so if that is acceptable timeframe for a fatal system error that made ssl useless i think your support is a joke, luckily i had a backup system to carry me over thats why i didn't format the machine straight away which was my gut feeling rather then deal with support

Hey guys

It seems there are three concerns being raised in this thread:

- slow response
- poor quality support
- help threads are not public

slow response

For our reach, we are quite a small team. We do the very best we can to get back to people as fast as possible, but we are actually humans too. Being in New Zealand does often skew the timing of responses as well. Having said this, our response time is something we have identified as needing improvement and we have plans underway to bring this down significantly.

poor quality support

I'm not going to get into a tit for tat with you Sparky other than to say that your summary of interaction with us is a little... ahem... subjective. In terms of the overall quality of support given by the team - I think it's awesome.

We actually spend a lot more of our time these days supporting users' computer hardware than we do our own products. This is tricky as there are a million and one variations of hardware/OS out there - hence the consistent asking for specs. Serato software is quite demanding on computers so it's important for them to be running in the best shape possible. It can take a while to properly identify that the issue lies in the computer so it was lucky in your case Sparky that you had a hunch which turned out to be correct - your drive and/or OS needed repair.

help threads are not public

First up, I want to be clear that there is no private support policy. We continue to be as transparent about what we're doing as we can (hence talking to you guys like this). Help threads becoming private was a by-product of our shift to a new system. With increasing volumes of requests we were really stretched using our old system and we also weren't getting the information we needed from it to make good decisions about how to provide better support. We had to change.

In order to speed up our support for the benefit of everyone, we had to go with a private one to one help request model. Users have seen massive relative benefits from this already and we have some good improvements to come.

On the point of people being able to search the help forum areas for answers, there are a couple of things to think about.

- The entire archive is there to be searched at any time. 90% of issues users have trouble with have been covered there many times over and solutions can be found if that's how people want to go about it. I would add though that a lot of reading will need to be done to be sure that the issue you are facing is actually the same as what's happening in the thread.

- We have a great new area at support.serato.com where we display all the most up to date information about how users can identify and troubleshoot issues. We would prefer that people search there first.

We still have a lot of work to do in there, but we are already seeing some really promising trends where searches and article views at support.serato.com are rising steadily, while help requests raised out of serato.com are actually declining (for the first time since I've worked here). Against a backdrop of rapidly rising numbers in other channels (email, for example), this tells me that people are finding the information they need once they enter our space.

Anecdotally, we constantly receive help requests with people saying 'I've searched everything in the forums and I can't resolve my issue', whereas we rarely get people saying 'I've tried everything suggested in your FAQs and articles and I can't resolve my issue'. And this is with roughly 8 times as many people visiting support.serato.com each day as the forum help areas.

Apologies for the massive spiel, but this is what I do all day every day - think about how our support works and how it can be better for everyone. I know we've got a lot we can improve on and I appreciate your feedback. There will always be 'wrinkles' where we are a little slow or maybe don't get to the heart of the matter immediately, but we're always trying to iron those out. Some changes coming behind the scenes soon should really help :)

Cheers
Aaron

Aaron,

Thank you for that. Most companies would not take the time or care to share what you just did with their customer base.

Nathan

No problem Nathan, thanks for the thanks :)

Aaron

Hey everyone,

I have been out of town for a week and just came back. Whoa what a lot of messages. I did hear back from Serato last week, however it's nothing new that I didn't know..

Basically here is my issue..

I have a MAC that I use only for djing. I have copied all my files to an eternal HD and I am copying them to my old PC laptop (Win 7). I basically want to mimic the crates and stuff and take that PC with me to gigs in case the mac messes up..

So anyway I copy all to the pc and open serato. Of course all the crates and folders are there and they are all in yellow. I hit Relocate Lost files and at some point Serato quits and presents me with the error logging box to submit.

How can I tell which file is causing the issue? Serato support said to scan one folder at a time, and I have, so how do i narrow down which file is causing the issue?

Keep in mind on the MAC, NO FILES show corrupted in SDJ, so i don't know why this would happen?

Thanks.

Hey DJ Fluke 613

When you scan one folder at a time, do you still get a crash? If not, then it's more likely you are running out of memory when scanning all folders at the same time. What are the specs of your old PC?

If you do get a crash when you are scanning one at a time, then there's no shortcut I'm afraid. You'll have to keep narrowing it down until you find the file that is causing a crash. If you do find a particular file causing a crash, can you please upload it to this thread. We like to gather these to help us prevent the software from crashing.

Cheers
Aaron

Hey Aaron,

The old laptop is an i5 with 4 g of ram with dedicated video card... Just to mentioned I used this laptop with itch with an NS7 from 2010 until 2012, then with an NS6 from 2012 until 2013, then still an NS7 with SDJ until early 2014, then got the mac with the NS7 2.

So it always worked... If it is running out of memory, how can I tell ? Is that something in windows?

Also if a single file is causing the issue, why are there no corrupt files on the mac? Do win and MAC read the files differently? Originally the library was copied from this PC to the external and copied to the MAC. in Jan 2014. In the past months as the wedding season finished, I re scanned all the library on the MAC as I added a lot of new songs, made sure no corrupt files are present, copied all back to EXT then to PC.

I don't get why this happens?

Yes at this stage it is a little mysterious. We can't address the 'whys' though until we figure out the 'what'.

To know whether it is a memory issue, are you submitting the crash reports when you get the dialog? If so, I can locate it in our crash logging system and get it looked at. If you haven't, please make it crash and then submit the report with your email address and a comment referencing this thread so I can find it easily.

Also, have you tried scanning your folders one by one yet? I'm afraid we have to go through some steps before we can determine the root cause. Speculating at this stage won't help us much.

Aaron

Hey Aaron,

I did submit a report a few weeks back when this happened and I tried it again and it re happened and submitted a second report. That's when I first contacted you guys back in Oct.

However I don't mind doing this again... Can you tell me how to properly do this? I can send you a screen shot of my crates and this is how they are setup...

I have all my music in my music folder in windows. All these folders are separated : Urban, Latin, Rock etc.

I then have these folders in my crates for searching and undernearth these folders I have sub folders.. so for example under the rock folder, I have a sub crate, best of Rock, under the urban, I have Best Urban for weddings, best urban for clubs etc. Something like that for each genre.

When I first launch SDJ I just hit the relocate button. Should I drag the folder under the my my music? Or drag the folder in crates?

Ok cool man, I'll go hunt down your crash reports.

For the troubleshooting though, I've just bumped Matt to let him know where you are up to so he can continue to work with you in your ticket thread. He'll be able to give more time to it than I will. He'll email you shortly.

Cheers

Hey DJ Fluke

I've tracked down your crash report and it looks like at least one of your crashes was due to a tricky little Windows specific bug that we have put a fix in the 1.7.2 beta for. Matt will be in touch again to get you to try the beta on your PC. Your feedback will be a good test of the fix.

Thanks
Aaron

ill report back , downloading and will scan and report tom.

Thanks man.

Worked like a charm...

Thanks man.

Does "Serato Support (STILL) suck so much?"

I found that once Aaron was involved things moved quicker, however I saw the beta but didn't bother upgrading as there was no mention of this in the release notes.

If they were more detailed I would of updated and it would of went smoother for me the user. Also its strange as im sure others have copied their libraries from an external after a format so why only this now it would come up especially since sdj v 1 has been in the field for well over a year.

In any case all good.

Just as a side note it is ALWAYS recommended to use the most current release of software (SDJ) as well as latest firmware for hardware.

It is easy to miss all the benefits in the release notes and I have even heard of newer releases fixing things that were not even addressed in the official release notes.

As another side note this is why many of the things Serato says when they respond seem so repetitive and pointless. Serato ALWAYS says to use the most current firmware & software and this exact repetitious generic response was in fact the exact fix here.....................

Glad to hear you are all good now though. The Serato team (Aaron included) are excellent at what they do.

Hey that's great to hear man, I'll let the development team know. They'll be chuffed to get that direct feedback as it is hard to reproduce if you don't have exactly the right Windows setup that triggers the bug.

In terms of things speeding up when I got involved that's largely due to a new crash feedback loop we have now from users > dev > support > users. We haven't quite bedded it into our team workflow yet and I'm more across it than the whole team at this point.

Once it's fully locked in everyone should be able to expect the same kind of speed (IF their issue is a reportable, fixable crash).

Cheers
Aaron

So far yes!! This Ian cat keeps giving me the same old cookie cutter response.

on my PC when I power off a cdj SDJ goes into offline mode even though the mixer is still connected!!

I explained everything and he comes back with this corrupt database crap!! Wth does my database have to do with my cdj in midi mode!?!? And on top of that I told him I just reinstalled everything (windows 8, all drivers, SDJ, etc, etc)!!

I'm about to make an international call on my own dime because Serato has some guy reading a script instead of someone with actual skills!!

I mean damn even over on the VDJ forums Adion (the lead devolved) will come in himself and help but over here these guy are just to busy or flat out don't know what's going on. This has me so frustrated right now 😡👊

Hey man, what is your help ticket reference? I'll chase that up for you and we can sort out your MIDI issue.

seems like the only way to really get the ball moving on a problem is to complain about your issue so a skilled employee gets involved,

i think serato needs to axe some of it current support team and hire some more skilled people,

and you guys can't say your not making enough to make this happen

93588

Hey SOUNDINSURGENT

That does sound pretty odd.

I think Ian was going down the database route because you were initially reporting a crash on start up, which is almost always caused by a library issue of some description.

It seems pretty clear now that there is something strange going on with the device detection for the DJM-850 and CDJ-850s. I'll work with Ian when he gets in to see if we can reproduce this on our Windows 8 machine. We'll get back to you in the email thread you have going with us.

In the meantime, could you please reproduce the issue and then send us the latest log from the _Serato_/Logs folder. You can attach it to the email thread for your ticket.

Cheers, Aaron

ahhhhh, this is why spark came back more salty than the dead sea.

A couple of logs sent with a comete break down of all my equipment and steps I take before it falls apart which 5 minutes MAX.

They are in New Zealand they also have jobs herding sheep🐏 be patient👌🏻

Double post wasn't my fault...mobile is shit😂

I'm patient but this 2 emails a day ain't working for me. I'll call or FaceTime, Skype hell they could even use TeamViewer for remote access.

And telling people to just reformat should be an absolute last resort after all the above has been tried.......

As for the logs, I'd really like to know what it told them about my system??? Cause I woke up to an email asking me to reformat.

Hey SOUNDINSURGENT

It's true that you and Ian have had a few back and forths, but we really need you to work with us on this because it is such a peculiar issue (i.e. it's only happening for you on one particular computer). If we could stay focussed on the issue itself that would be greatly appreciated.

I agree it's probably about time you guys got on a call so you can look at things together. There are a couple of suggestions Ian has made which he can help you get done in person. I'll get him to line up a good time with you.

Cheers

So if Soundimsirgent hadn't publicaly called you out in this thread would serato be offering a 1-1 support session,

looks like PR damage control

Haha, yes Sparky, we commonly set up calls so we can work more directly with people on issues. We don't really do PR, we just try to be as awesome at our jobs as we can :)

Remote sessions are particularly good if it seems likely the root cause of the issue resides in a single computer as with a remote session we are more able to verify certain information, and also that suggested measures have been taken to try resolve the issue.

How the communication is going is also an important factor as it's always more challenging to get a result when the discussion gets a bit 'meta' like this one. We like to help people man, it's what we do all day every day.

Cheers

Funny you mention that as all my support experiences were shit and I was never offered any real "help" so you guys are real awesome at support, and in awsome i mean awesomely shit

you were never able to resolve my usb drop out issues from the old ssl days

and my most recent encounter with your "support" which i reckon was just some backpacker you paid min wage to read a script just proved their lack of knowledge and timewasting by not being able to read a crash log

Cheers for the feedback Sparky.

I have reviewed your support tickets before and I'm comfortable with the quality of the help you've received. I'm also pretty familiar with your forum history, so I know not to make too much of what you're saying ;)

Having said that, I'd be happy to have a chat with you sometime if you want to get some bad experiences off your chest. I run the support team so I'm always keen to hear genuine concerns.

@SOUNDINSURGENT - it sounds like you and Ian made some good progress on the phone and potentially found the cause of the issue? Looking forward to hearing about a good result.

Cheers

@Aaron,

Yes sir, Ian was on the phone with me for about a hour but we think we found the problem. I gig all weekend so Ill be using my Mac which this problem doesn't seem to effect. Seems I have some videos on a drive that seem to be causing this issue. Basically I have to go through a terabyte worth of videos folder by folder then track by track until I find the bad ones. Something I'm not looking forward to.

Ok so I only sleep for a few hours and got up thinking about the last tracks I've added since this seemed to have been the problem,

Well I forgot I had added y'all "smart crates" from this link, serato.com

So I deleted the smart crates and put my old database (we created a new one) in and now everything is perfect again!!

I emailed Ian to let him know my findings and I have SDJ running in HID mode with my DJM 850 and CDJ 850's and it hasn't disconnected yet (started running it at 5:30 am).

I'm at my day job but I've told my wife to check if everything is still running throughout the day and call me if the decks disconnect. So far so good.

The return of dj salty

Hmmm... interesting, thanks for the info SOUNDINSURGENT.

It would be a pretty unexpected result for Smart Crates to mess with audio connection, but it sounds like that's what's happening for you. We're going to have a look at this.

Cheers

Actually I can confirm that for me support pretty much sucks too!
It took me around 7 months to convince YOU that there is a bug...
Actually I'm trying to report bugs, but that seems impossible...

Hey BleedR

I've also reviewed your help tickets and I'm happy with the work the team has done with you. I can see there are quite a few unanswered questions in the threads where the information, were it given, may have helped the team better get to a resolution.

Unfortunately you seem to run into issues that are specific to your setup and tricky to troubleshoot. I'm afraid we don't log issues as bugs when they are unreproducible and have only been reported once.

Aaron

Personally I almost NEVER got a useful answer to my help requests over the last 3 years.

For most of the problems I encountered, I found a workaround myself, way before the help deparment even understood the problem, going in circles asking about my config instead of trying first to understand what I was explaining.

I went as far as telling some of the guys that I found them so useless that I should have their job. And I still mean it. I WOULD do a far better job in their position. It really sounded as if they only knew the very basic stuff about SDJ and were clueless with anything a tad more deep.

I appreciated the friendliness of most of the staff, though.

I think a lot of us; tend to blame a lot of on SDJ. Since I started this thread a lot has happened. I do often think that we don’t' separate, manufacture related issues (Your PC and hardware) to software related issues (OS and SDJ). Think of it, I guarantee, with 100% success, if you just open SDJ with no controller and simply play a mix (drag a 1 hour mix, or 2 hours) into the offline player it would play and not crash. If you’re going tell me it does crash, but if you play that same mix on media player or VLC and it dosent crash, you’re full of shit. Serato in offline mode is simply like those programs.

If you get a crash when you first open the program, then you have a library issue. Is it Serato's fault? Nah, they have to help you, but that issue doesn’t directly relate to them. It’s simply the way your computer is talking to that software. You need to optimize your end to work with them and not the other way around. The guy in Australia, Brazil, Canada and Kenya, use the same version of SDJ that all of us use, however we each have a different PC and that needs to be tweaked to work with SDJ.

The tricky part is when it crashes during play. I have found, a lot of people purchase poorly managed PC's. Shared ram, video cards, partition this partition that, lack of mother board driver updates. If you want the simple answer? Mac with minimum i7 + 4 gig ram (minimum) + dedicated video card.

You’re going to tell me your PC has more than this and you have issues? I ran a PC with Itch / SDJ for 4 years (honest to god 300+ events), with not one crash. Keep in mind, I updated the fucker heavily with bios updates, Intel chipset updates, went and did windows updates every 2 weeks, defrag every 2 weeks and the PC was bare bone. Win 7, 4 gig ram, 512 dedicated video card, windows aero disabled, 7200 RPM HD. It was purely a gig machine. NOTHING ELSE.

A lot of us see a PC, I5, 16 gig ram bs this bs that. And we don't think shared USB ports, shared video cards, shitty bios, shitty ram, and shitty video card.
Remember a 300 HP engine is not the same as a 300 HP optimized engine. From Serato’s perspective, they list minimum requirements, however there is only so much the software can handle if from the get go you have a low key machine (even though high specs are there) chewing up resources.

Hey Aaron,
My setup was a fresh install of Yosemite on a Late 2013 Mac Book Air (6,2), best config available!
To me this sound's like a VERY FANCY UNCOMMON SETUP </irony off>!
From my people I'm the only one reporting issues, no wonder you never hear of them, the struggle is not worth it as you can't reproduce it!
And like I always mention, my colleagues are ALL using SSL. I get asked how SDJ work - I tell them to not use it as it's full of bugs...

I just sent another ticket with an offline crash. Guess what I will get in a few days?
-> Update to 1.7.5 instead if 1.7.4
Or maybe asking about my configuration, as the form can't fit all the crash log information (which is fine on the page, but the confirmation email shows a crippled version).
And then this will be dropped and not even logged as a bug, like you always do!

Actually I think you are not honest. After beta 1.7.2 I'm not taking you serious. As you said -> No other reports, can't be reproduced. Yeah sure, this is what YOU guys told me for the SL4 dropouts! Which was an obvious LIE! (Don't argue it was beta, I'm talking about your communication saying it's not a known problem).

Your ticket report is worst thing you ever did -> Slow or no help at all!

Problem with my VCI 380 took 7 months, the only way you finally noticed that there is something wrong was posting to this forum finding other people having the same problem!
Without that (they reported it obvious too) you lied again and said no one had these issues...

Sound like a common way of handling unwanted bugs -> "We can't reproduce it, no one else has this issues" -> Closed support system so users are getting lied to!

At least I'm happy I'm stopping people buying SDJ hardware. SSL with SL1 is fine for them.
I think you don't give a f*ck about that, but at least I'm doing my best in that area.
Important shows and stuff I do only with USB and Pioneer, can't afford this shit happening anymore

Cheers!

What the FUCK is this shit? Aaron, you have just proven to many PROFESSIONAL DJs worldwide that you sir are handling things very unprofessionally. Your primary job as Mr Big Shot head of Support is to deal with peoples issues, yes? I'm sure you get paid a decent salary yes? Of course, your salary isn't affected when the company that built a stable program called ScratchLive, forced many DJs to purchase a new system if they wanted to keep up with the technology [profit profit profit $$$$$] from same said company, in which the stability of said program is dog shit, and us DJs have live crashes at events, then we lose a contract or worse yet ruin someone or some company's event. Perhaps we should have a working backup as you suggested? LOL The humor in that? Which version of Serato DJ shall we use with our DDJ-SZ, SX or other controllers, when 1.7.5 crashes out? A suggestion, QUIT RUSHING RELEASES and run the damn build in public beta LONGER and be kind to the guys and gals who are actually WILLING to spend time in their day to even GIVE YOU DATA.

I suppose my history of keeping it real may offend you. This is not a personal attack on you, but it is a defensive action taken against someone who's job it is to LISTEN to the CUSTOMERS in regards to bugs and problems with your unstable software, and not allow the belittling of ANY customer, as you have shown us on posts in this thread.

I have tested, I have found bugs, I reported, nothing got done...and then I gave up. Many people who were helping Serato for free, gave up, and walked away, due to NOTHING getting fixed, but more features ADDED! Oh here's that word again [profit profit profit$$$$$$$] FX kits, woohooo mo money mo money mooooreee money! Maybe, just maybe, us DJs are outraged at the lack of stability with Serato DJ, and demand that you take a look at that one problem, one ticket...wanna know why? 1/2 the people having problems aren't reporting them anymore. The ones who were helping, you took away the public viewing of said thelp tickets. Now the user base has nothing to reference from, nothing to compare...The lack of support with Serato DJ has scared many people away. Hell, thats good for your department right? Numbers look good on paper...WHAT DO YOU MEAN SERATO DJ is unstable, take a look at these numbers.... Im kinda funny I know :)

I had to call out Serato on social media to get them to respond to a friends ticket in regards to a bug in Serato Video that makes the program useless after it happens....and the funny thing is, he posted a ticket, gave all the information he could, and waited. He waited...and waited...then he gets an email stating that the ticket has been closed due to INACTIVITY?! What the FUCK is this shit? He posted a ticket, no one from Serato responded, then Serato closed the ticket, without responding at all. My friend isn't the only one who has shared this HORRIBLE and UNPROFESSIONAL experience with Serato DJ Support. I guess if you ignore them, they will eventually go away....remember what I said above?

I used to contribute many FREE hours to helping others, and helping this company sniff bugs and was glad to be a part of something much bigger than I alone am. I am not alone in how I feel. Many people are upset and in my honest opinion, some of these issues should be resolved before adding more features....

Sure there are guys out there having no problems, and thats just great for them, but MANY people are having problems, real, show stopper problems....

...but what do I know, I'n just a DJ. I'm just ONE customer. I just have ONE problem with Serato DJ. If the program crashes randomly when I load a mp4 that I've played 10,000 times, and people are booing me at a show I'm getting paid $2000 for, there is a major MAJOR problem. Virtual DJ and Traktor both have a safeguard in their systems where if, BY CHANCE, even a mp3 or mp4 played 10,000 times becomes corrupted or unplayable for some reason, it simply won't allow the file to be loaded into the virtual deck, OR it won't play. These programs do not crash when loading files onto the decks. Serato DJ does not have this safeguard. ScratchLive didn't either, but at least it never crashed when doing something as simple as loading a mp3 or mp4 onto one of the decks.

I hope you understand that I am not happy with spending money on expensive pieces of gear and software that I have to worry about a crash or a bug that is so replicable. It's crazy to me that someone else hasn't reported it, or my worst fear coming true, that Serato simply ignores these bugs. Way to go from being #1, not only in Sales, but customer service to the bottom of the pack, in my eyes.

Sincerely,

A very disappointed customer

Hey man,

To be honest, after asking for ticket references to help on your Facebook post, I didn't receive one from anyone on that post. I also had a private message with you asking for references after you hit me up so we could look into your problems but i've not heard back on that.

Who had the ticket that was closed due to inactivity? I'll be happy to look into that.

We're here to help.

sam.

Actually my bad, you did give me a help ticket reference, I was looking at an older one doh...

Juano looks like he's still helping with that ticket, it doesn't seem closed due to inactivity? I hope I didn't miss it but it can be hard to keep track of multiple messages in comments on Facebook.

Cheers,

Sam.

He has responded, The ticket number is in the Facebook message. He was asked to provide more information, which he has done. He is still waiting to hear back. As far as my problems with Serato DJ, i won't be contributing any of my valuable time helping, then getting let down again. No one should have to be a douchebag like I've had to be to get things done. Its time to take it back to the beginning and listen to people and customers, before someone like me has to be all douchy to get answers. How can you let this Aaron dude belittle customers? That's something you should do on lunch break with your co-workers in private...yeah?

I'm running ScratchLive indefinitely, I've sold my SX and my friend is in the process of selling his SX2 and purchasing a DJM 900 + 2 CDJ 2000 Nexus decks, which we will run ScratchLive on. I can't express to you how valuable time is to me these days. Its late here in Holland, I'll talk with him tomorrow. He showed me the email in which it was closed. Someone reopened it after my social media rant the other day, of course.

I sure hope the new platform with the Pioneer direct connect isn't riddled with bugs when it comes out...gonna be nice to only have to plug in one usb.

Ok cool, yeah I see he's just waiting for a reply from Juano and it's not closed. I'll chase that now with him.

Appreciated and noted.

Hey BleedR and Millz

I'm happy to talk through all this with you as you've got some pretty strong feelings and it's good to get it all out in the open. That's the best thing about this forum, it will always be here for Serato people, users, staff to engage directly on important stuff.

Like Sam says, we're here to help.

Is this a fair summary of your concerns?

- Serato DJ is not as stable as Scratch Live
- Issues are not being fixed
- Support is slow, ineffective, or non-existent
- We're not listening to people and don't give a f**k

Aaron,

With all due respect, I have no patience for you. I'm going to bed. I logged 15 hours studio time today and I'm beat.

You guys know A-Trak?

s3.postimg.org

Goodnight :)
-

Alright man, rest up. 15 hours is a long session.

Let me know if you want to talk through it sometime. I'm always here :)

Aaron

Yes we do :) He's in touch with our artist relations team directly about this.

sam.

Will they constantly ask him for his specs of his pc

funny how they will drop everything to look at his issue though

He uses a Mac

and a mac is not a personal computer?

: |

This Are Not concerns but the actual situation!

Alrighty, well we're here talking now. I'm really keen for us to spend this time constructively now getting to the bottom of issues rather than discussing that we're not here talking or that the quality hasn't been great.

We're happy to take all the feedback in here on board and see what we can do to make things better for everyone. We're glad to have the honest feedback it and we do take it seriously.

If anyone wants to post help ticket references here, we will follow them up and work extra hard to figure out what's going on. This is the priority for us and is how we can get any potential issues or bugs resolved fastest.

Lets just get cracking into this.

Sam.

What's the Sense of your Support tickets, when we now Are supposed to post them here to get it fixed?!? Am I missing something?

I've reported this issue in 1.7.1
Still Not fixed!!!
Not accepted aus Bug for more than 7 months!!!

serato.com

I think what Sam's referring to is if you feel you have a ticket that isn't being attended to, you can let us know and we will have an extra look at it.

If you are currently being worked with by a member of the team, then cool, keep working with us in the ticket.

Make a Public known issues list, with info on what is being worked on!
People can than help And not getting their tickets closed by level 1 that have obviously no idea of the Problem!

Michael just stated:


So what happened to that support ticket in that case?
92164

And here some of my videos, that obvious don't need support, but bug fixing:

Watchwww.youtube.com

Watchwww.youtube.com

Watchwww.youtube.com

First two reported, nothing happened (in the end - standard support questions)! Don't even know if someone ever marked them as bugs and if they ever gonna be fixed!

#92614 was a follow up to #81711. Nathaniel worked with you to investigate the cause of your crash in the earlier ticket and, as of your last communication, it seemed either rebuilding your database or updating to 1.7.4 had helped.

You didn't provide any further information about the crash for Nathaniel to work with in #92614 so it was merged into #92162 (about the GUI glitch) so you could have consistent communication with Nathaniel (best for continuity).

#92162 is still open so it would be best if you continued to work with Nathaniel in there. He needs your help in order to help you.

Aaron

We've got this on our support pages: support.serato.com

We will have our most serious known issues listed here as well as a huge amount of troubleshooting information for users to try out before opening a help ticket. We also have the forum still publicly available for discussions like this :)

I'd really recommend you work with us so we can help find out what's going on for you BleedR.

sam.

Unfortunately it didnt help. As it reoccured. Thats why 92614 is a follow up with a new crash log.
So problem NOT fixed.




I Provided a Crash log, it was then ignored. Or like you called it - Merged.
What information do you want more that i haven't provided???

Help me with the GUI glitch? You Are confident it's Not a SDJ Bug???
He can't help me.

Sorry Sam, but it's Not At all what im Talking about.
The thing that is going on with me is massive use of SDJ. Around 20hours online A week And around 2-3 offline Daily. This means I Come across alot of bugs. The Problem is you guys Are trying to give support And Not fix the bugs. Thats going on. Atm i have additional bugs like for Flip And stuff, but why Report them? You will Tell me to update to 1.7.5, delete corrupt files, rebuild Library And try it on max other Mac in the end. Which to be honest will fix Not any Bug caused by the software.
Talking with Support ist like being a
Hamster Running in a wheel…

Ah, that video makes more sense now.

Yes, this glitch where the Vinyl Control Modes drop-down stays open under some circumstances has actually been logged for investigation. Can you let Nathaniel know in the ticket under what circumstances it happened for you.

Writing only "Enjoy!" and then dropping a YouTube link to a 20 second video unsurprisingly wasn't enough information for Nathaniel to progress with determining what might be happening.

Well good to Know. This Information is mainly missing - "yes it might be a Bug" or "your Laptop is broken, we Are trying to fix it". It always sounds to me like the Second.
Actual Ist don't care that much about that gui Bug, but about the crashes!!! This is Why I just dropped a video to let you Know. i can't provide anything more than that.
So what happened with the both crash
Logs that i Provided? What is missing And what is wrong?

I can understand how it might feel that way when we are asking for system information, but it shouldn't be inferred that we are necessarily thinking your computer is the problem.

When an issue is new to us (or at least we think it is), we need to get as much information as possible to try and figure out the root cause. Your computer is a good first place to look because that is the key part of the equation that is unique to you.

Hence Nathaniel asking if you could try another computer to see if it was localized. Letting him know it wasn't (and giving some detail as to what was happening at the time you experienced it) would have helped him get on the path towards realizing it was universal and enabled him to start looking at specific use cases that may have lead him to being able to reproduce it, and escalate it.

When issues are reported, being methodical is something we encourage because the alternative becomes messy.

Nathaniel's going to keep working with you to try get to the bottom of those. Keeping it cool and working pro-actively with him would be much appreciated.

Cheers

Sorry to be rude, but even a blind person can see that such an issue is a software flaw!!!



The ticket just got closed. So you say he will continue working on my crash logs???
This means I hold tight and wait for another crashes during my gigs and send this data, is this the plan or what? Based on this I don't know what else I can do "pro-actively"?

To me this sounds like -> crash of unknown cause in 1.7.5, cheers I hope A-Trak's cause is the same / similar , so there might be hope for us normal DJs!

Right, to be honest you don't have an idea what the cause is, can you confirm that?

Hey BleedR

Which ticket just got closed?

Nathaniel got back to you in #92162 a few hours ago and he responded to your new ticket #95371 this morning. If you could follow the troubleshooting step he recommended in #92162 that would be really helpful.

We may or may not know the cause of your crash right at this moment. Following Nathaniel's recommendation will confirm one idea we have one way or another.

Yes. BRING BACK PUBLIC, OPEN HELP TICKETS.

This situation is infuriating. Once again I opened a ticket and got a totally USELESS response from a guy who didn't even take the time to actually READ what i wrote. What I wrote was detailed, methodic, and easy to read.

The reply was irrelevant and beside the point.

ANY advanced Serato user would have been a thousand times more helpful than the guy who replied to my ticket.

Bring back public help or keep facing more and more anger from pissed users who are soooo tired to have face bugs and find workarounds on their own.

If you don't, I'm planning to create an entirely separate forum for helping each other coping with Serato's continuous bugs and annoyances.



Same feeling here. Incidentally, except for the tone, I agree with ALL of Millz's first post in this thread.

most people open tickets and then post here to see if someone can help. guess thats one way to do the same thing

I see no way you can *know* this. From here it seems you're merely speculating. Aren't you?

Hi Wizzu,

Sorry to hear you have been having issues. I checked your email address (used for your Serato.com account) in our database and couldn't find any tickets you have submitted. Are you able to provide me the ticket reference number and I will chase it up for you.

Regards

im just saying if you post it in some forums its kinda the same thing as an open help ticket right?

you sound really upset man. its just a dj app. plenty of others out there.

I can't help but agree. I actually liked to peruse the Help Section. If nothing else than to become more knowledgeable about the software, and a whole host of other computer related subjects as well.

+1

Not quite sure what the point of this would be Wizzu. There's already a whole forum right here purpose built for Serato users to talk to each other about whatever they like.

that's true but Searching the forum doesn't work which helped a lot at times. Whoever is in charge of the "maintenance" please get the shit together💯 Just being real

Fair enough Tecniq.

I'm happy to escalate any issues with our search functionality to the Web team. Could you please add a link here to a search query you've found that didn't return the results you were looking for.

And just an FYI - I don't think it's any secret that Google usually does a better job of searching a website than most intra-page searches, especially with long-standing info like our forum.

The only exception I've found to this so far, is our search at support.serato.com, which is awesome :)

Well I was trying to find out how to unassign a visual clip from a video. I remember coming across the post on the forum but since search is useless I couldn't find it. I accidentally loaded a visual over the actual music video in SSL. Wanted the video to show on screen instead but couldn't figure out how to unassign. I know it's command + something. It's a shame the search function has been down for so long and that's a huge reason why you prob have more support tickets than ever. Searching for my problem and finding the solution did help. And sorry I'm not going to start a support ticket and wait a week to get a response. Not worth my time or yours I assume👌🏻

+1,000,000

At least in the "hardware help" forums there was a specific place for users AND hardware manufacturers to discuss issues. Browsing the general discussion areas to search for users with related issues is very time consuming and the search feature doesn't always work very well (Google really does provide better search results).

It was nice to have a dedicated area to post issues. Requiring the users to open a ticket to engage support is inconvenient, especially when there are other (very knowledgeable) users that are willing to assist, sometimes much more quickly than the Serato support team.

Hey DJ Tecniq

There's a much faster way to get the info you were looking for. In all of our applications we have something called Tooltips. There is a '?' button in Scratch Live and an 'i" button in Serato DJ up by the Setup button at the top of the screen.

Once pressed, you can hover over any feature and instantly get info on how to use it. Works fantastically for just the kind of situation you describe as you don't even have to come out of the app to find the info.

Cheers

I think the most useful part of this is leaving the cursor over the ? button to get all the keyboard shortcuts.
Has saved me a few times when I've been struggling to remember something.

Good reminder Laz219, the main list of shortcuts is great.

Specific shortcuts for lesser used features can be found in the individual tooltips, but all the essentials can be found in that big list.

Good suggestion but just hovering over the attach clip area didn't show anything or explain how to unassign a visual. I ended up figuring it out I just had to go back and find old post I had started or tracked from early 2000 but least I figured it out👍🏻

And while that is helpful for some it is not beneficial towards serato video users cause it's just info about Scratchlive lol doesn't explain any areas of serato video. Maybe I should move to New Zealand cause I seem to know a bit more about this...😕💵

Haha, good one :)

Nice spotting though, you are right that the tooltip for associate visual in Scratch Live / Serato Video doesn't include the shortcut info. This is another issue with SSL that we have fixed in Serato DJ.

As for the tooltips only relating to Scratch Live and not Serato Video, not sure what you mean there. I'm seeing all the tooltips for video features with Scratch Live 2.5 / Serato Video 1.1 (although there are no shortcuts in these particular tooltlps as you have rightly identified).

I've only had a problem with Serato one time. It was when i was switching from Scratch Live to Serato Dj. I didn't know how to switch over DJs on the Sixty-Eight and after we went back and forth for a while I finally found out they were telling me how to use the 64. I only found this out because of Reddit. To be honest all my questions get answered on Reddit really fast and correctly........... usually.

Support has always been excellent to me! Never had an issue!

"Send a video of why serato support sucks so much to seratosupport@serato.com and we'll try to reproduce the problem"