No reply from Tech Support

[noiseuk]

Hi, I’m having installation issues with EZX Singer Songwriter. I have all the correct software/versions as far as I can see. I first contacted support on the 13th March and have tried a couple more times since but I’m not getting any replies. Are messages getting through? Is there another way to get help?

Topic

[Petter]

Looks like we’ve replied to all of your support tickets, maybe the replies are ending up in your spam folder?

“You need to install the required sampler software before installing Singer-Songwriter EZX Expansion Pack”

This indicates that the EZX installer is not finding or is not able to read a version line in your system files (the EZdrummer 2 plist) which is written by the EZdrummer 2 software installers.

I’d suggest re-running the EZdrummer 2.2.3 update installer again to see if it fixes the issue.

Petter Adsten - Toontrack
Support & Betatesting

[noiseuk]

Thanks for the reply, I’ve checked all my spam/junk def nothing coming through.

I’ve reinstalled EZ Drummer and all updates but now I get the message –

The file “EZX2_Songwriter/Sounds/soundb3.obw” could not be copied.

The operation couldn’t be completed. Input/output error.

• This post was modified 1 week ago by noiseuk.

[Petter]

Hmm I/O errors can be due to a failing drive/disk or some sort of file corruption. If you know where the EZX is being installed, run First Aid on that drive in Disk Utility (Finder > Applications > Utilities). What does it say?

If you don’t know where it is being installed, open the Install Log (in the File menu of the installer). Attach it here and we’ll take a look.

Petter Adsten - Toontrack
Support & Betatesting

[noiseuk]

Hi Petter, First Aid shows no problems.

I ran the installer again and this is the error log – it seems to be something to do with midi

2025-03-28 15:48:21: Starting Toontrack Installer, version 2.1.3, build 41573, from /Users/philipreed/Library/Application Support/Toontrack/Product Manager/Installers/TTSI_2.1.3_41573/Installer.app/Contents/MacOS/Installer
2025-03-28 15:48:21: Current working directory: /Volumes/Singer-Songwriter EZX
2025-03-28 15:48:21: Reading config file /Volumes/Singer-Songwriter EZX/Contents/InstallConfig
2025-03-28 15:48:21: Product: Singer-Songwriter EZX Expansion Pack
2025-03-28 15:48:21: Install directory: /Library/Application Support/EZDrummer
2025-03-28 15:48:26: Current version:
2025-03-28 15:48:29: Starting installation.
2025-03-28 15:48:29: Test copy files to path /Library/Application Support/EZDrummer
2025-03-28 15:48:29: Start copy files to path /Library/Application Support/EZDrummer
2025-03-28 15:48:29: Installing option 0 (455 files)
2025-03-28 15:48:29: Does not exist so will not try to delete it: /Library/Application Support/EZDrummer/Midi/1935@EZX_SINGER-SONGWRITER
2025-03-28 15:48:29: Removed directory /Library/Application Support/EZDrummer/EZX2_Songwriter
2025-03-28 15:48:29: Copying folder EZX2_Songwriter/GraphicsV2
2025-03-28 15:48:29: Copying folder EZX2_Songwriter/GraphicsV3
2025-03-28 15:48:29: Copying folder EZX2_Songwriter/Sounds
2025-03-28 15:49:31: Error: Failed to copy file to “/Library/Application Support/EZDrummer/EZX2_Songwriter/Sounds/soundb3.obw”. The operation couldn’t be completed. Input/output error.
2025-03-28 15:49:39: Installation failed

[noiseuk]

Hi Petter,

 

having taken a look at the installer log I realised I could manually install all the missing midi and sounds into the various library locations. All sorted now, thanks for helping me work it out.

Cheers

Phil

1

Thanked by: Petter

[Author]

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