education tips that you ’ d like to share ?
[ Richard ] Use the free online training resources available to you . Many manufacturers are doing a great job of providing online certifications and video lessons . I am particularly fond of Allen & Heath ’ s award-winning Mini Masterclasses [ chuckles ]. Make sure to take advantage to learn everything available about your console .
[ Jeff ] What if the particular issue or question that pops up isn ’ t covered in an existing training video ?
[ Richard ] Check the forums . If you can ’ t find the answer to your question through the normal channels ( manual , videos ) – some manufacturers have user forums where someone may have had the same question . If not , start a new thread and you will likely get your answer soon ! Reddit has an active live sound forum that is also helpful ( r / livesound ).
[ Jeff ] Any other common trends that popped up in support calls ?
[ Richard ] Customers jumping to conclusions . The tip here might best be summed as ‘ Don ’ t make assumptions ’. If your console is misbehaving – it ’ s easy to jump to conclusions . Don ’ t assume it ’ s a hardware issue until you ’ ve spoken to the manufacturer ’ s support team to confirm . Your issue may be due to a firmware bug or obscure setting that tech support will be aware of .
[ Jeff ] You mentioned saving your show file and reverting to previous states of console configurations sort of like a reboot on a computer . Can you speak a bit more to that point ?
[ Richard ] Sure ! The tip here is ‘ Know your reset procedure ’. It ’ s worth memorizing the factory reset procedure for your digital console . This is a common troubleshooting step when trying to establish whether an issue is hardwarerelated or not . If it ’ s too complicated , at least keep it written down somewhere you can easily find it in a pinch . Oh , and speaking of writing things down , if multiple users will be mixing on
the console , set up an admin password and don ’ t lose it . I guess that is tip 9.5 .
[ Jeff ] Your last tip ?
[ Richard ] Have a contingency plan . Even the most efficient support teams won ’ t be able to work miracles . There may be times when you urgently need a replacement console that the manufacturer can ’ t possibly provide in time for various reasons . Make sure you either have a backup console or establish a relationship with a local rental facility that stocks the same console series .
[ Jeff ] Awesome stuff ! Thanks for sharing !
Jeff Hawley A 20-year music industry veteran — equally at ease behind the console , playing bass guitar , leading marketing teams or designing award-winning audio products . He currently heads up the marketing for Allen & Heath in the US .
RICHARD STARR A pro audio marketing specialist for American Music & Sound ( Allen & Heath , CAD Audio , Fostex , Ocean Way Audio / AeroWave , Xone , etc .), Richard has a diverse background in technical support , music production , audio engineering and studio design .