5.12 FAQ
How do I contact KMI support for questions about my SoftStep?
Support can be reached by submitting a support ticket at the following website: http://
www.keithmcmillen.com/support
Before submitting a ticket it is definitely a good idea to read through the rest of the FAQ section to
make sure your question hasn’t already been answered.
What information should I include in a support request/question?
Providing helpful, useful information about any issues is an extremely important part of getting a
helpful, useful response back. When submitting a support ticket, it is wise to include the following
information:
•
Your computer’s operating system.
•
The software/hardware being used with your SoftStep.
•
Are you running in Hosted mode or Standalone mode?
•
A description of what you’re trying to accomplish. Your goal.
•
A description of the problem you’re experiencing.
•
Any steps you have taken to fix the problem (you have tried, right?).
•
Any special/extra information about your setup —!e.g. using a USB hub.
Failing to include the above will generally result in an email asking you to provide the above
—!delaying the actual solution to the issue you’re experiencing.
Will installing the SoftStep 2 software overwrite the SoftStep 1
software?
No. Installing SoftStep 2 will not overwrite the old editor. The act of “installing” is really just copying
a folder onto your hard drive. The SoftStep 1.21 and SoftStep 2 folders are named differently and
do not affect one another —!they exist separately and both can still be used. You’ll have to change
firmwares when switching back and forth, but it will still work (note that SoftStep 2 hardware won’t
work with the old 1.21 editor).
Can I use two SoftSteps at the same time?
Hosted mode is limited to a single SoftStep at a time, but a lot of SoftSteps can be used
simultaneously if they’re running in Standalone mode. The USB spec states “up to 127 devices,
including hub devices if present, may be connected to a single host controller”. As a class-
compliant USB MIDI device, this applies to the SoftStep.
Note: Only a single SoftStep can be edited at a time using the editors.
Appendix 80
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