Unable to send “Contact support” request “Site can’t be reached”

[Martin Burrow]

I’ve tried to send in a support request using the contact form here https://www.toontrack.com/faq/my-issue-is-not-covered-in-this-faq-what-next/

Each time I get an error message “ERR_CONNECTION_CLOSED” . Tried using Opera and Chrome browsers. Is the a problem with the Toontrack server?

Martin

 

Asus Maximus X Code, Intel i7 8700K, 32GB DDR4 2400Mhz, Samsung 970 EVO NVMe M.2 500gb SSD System Drive, 1 x Crucial 960gb SSD A/V Drive,1 x Crucial 960 1x 512 Samsung SSD Samples Drives, RME Raydat, Windows 10 x64, Philips 40" 4K BDM4065, 1x Gigabyte GTX 960 2gb,
Samplitude ProX5 & Sequoia 16 beta.

Topic

[Scott]

I just tried here and it’s working fine. I’m in east coast USA.

Scott Sibley - Toontrack
Technical Advisor

[Martin Burrow]

Hi Scott,

I tried sending it twice yesterday and twice today with no luck. I’m in London UK. I will try a different browser.

Cheers,
Martin

Asus Maximus X Code, Intel i7 8700K, 32GB DDR4 2400Mhz, Samsung 970 EVO NVMe M.2 500gb SSD System Drive, 1 x Crucial 960gb SSD A/V Drive,1 x Crucial 960 1x 512 Samsung SSD Samples Drives, RME Raydat, Windows 10 x64, Philips 40" 4K BDM4065, 1x Gigabyte GTX 960 2gb,
Samplitude ProX5 & Sequoia 16 beta.

[Martin Burrow]

So I restarted my computer and restarted my router. Tried sending it using Microsoft Edge. Still no luck. ISP is Vodafone.

Regards,
Martin

 

Asus Maximus X Code, Intel i7 8700K, 32GB DDR4 2400Mhz, Samsung 970 EVO NVMe M.2 500gb SSD System Drive, 1 x Crucial 960gb SSD A/V Drive,1 x Crucial 960 1x 512 Samsung SSD Samples Drives, RME Raydat, Windows 10 x64, Philips 40" 4K BDM4065, 1x Gigabyte GTX 960 2gb,
Samplitude ProX5 & Sequoia 16 beta.

[Scott]

Ok. I’ll forward to my colleagues.

Scott Sibley - Toontrack
Technical Advisor

1

Thanked by: Martin Burrow

[Martin Burrow]

Scott wrote:

Ok. I’ll forward to my colleagues.

Thank you Scott,

In the meantime I’ve posted the information on the Superior Drummer 3 forum as well.

https://www.toontrack.com/forums/topic/cuban-latin-percussion-ezx-drag-and-drop-of-certain-midi-grooves-problem/

Asus Maximus X Code, Intel i7 8700K, 32GB DDR4 2400Mhz, Samsung 970 EVO NVMe M.2 500gb SSD System Drive, 1 x Crucial 960gb SSD A/V Drive,1 x Crucial 960 1x 512 Samsung SSD Samples Drives, RME Raydat, Windows 10 x64, Philips 40" 4K BDM4065, 1x Gigabyte GTX 960 2gb,
Samplitude ProX5 & Sequoia 16 beta.

[Petter]

Hi Martin,

Are you trying to attach a large file? We were able to reproduce the issue by attaching a 200MB video and we’ve reported the issue to our web development team. Please try sending the form without any attachments.

Petter Adsten - Toontrack
Support & Betatesting

[Martin Burrow]

Petter wrote:

Hi Martin,

Are you trying to attach a large file? We were able to reproduce the issue by attaching a 200MB video and we’ve reported the issue to our web development team. Please try sending the form without any attachments.

Hi Peter,

I was attaching an MP4 video but it was only 49.2 mb.  In the meantime I will try sending in the support request without the attachment and send the link to the report I’ve just posted on Superior Drummer 3 forum.

UPDATE: I managed to send in the report without the MP4 video attachment so there must be a problem with attachments although mine was less than 200 MB.

Thanks,
Martin

Asus Maximus X Code, Intel i7 8700K, 32GB DDR4 2400Mhz, Samsung 970 EVO NVMe M.2 500gb SSD System Drive, 1 x Crucial 960gb SSD A/V Drive,1 x Crucial 960 1x 512 Samsung SSD Samples Drives, RME Raydat, Windows 10 x64, Philips 40" 4K BDM4065, 1x Gigabyte GTX 960 2gb,
Samplitude ProX5 & Sequoia 16 beta.

• This post was modified 7 months ago by Martin Burrow.

1

Thanked by: Petter

[Petter]

The maximum size for attached files is 4MB for support tickets, and there is some file size between 20 and 40MB where that error you saw starts occurring.

Normally you should get this dialog when you upload a file that larger than 4MB (and you do right now if you upload a 20MB file, for example). Hopefully the web team can fix this soon to avoid confusion like this.

We will take a look at your ticket now! Sorry for the trouble.

Petter Adsten - Toontrack
Support & Betatesting

1

Thanked by: Martin Burrow

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