I wanted to share my recent experience I had with Softube’s customer service regarding a major problem with Softube Console One MKII Controller. I hope some readers will learn from this and not go through what I went through.

Console One is really great, one of the most used units in my studio. I absolutely love it and use it in all of my tracks and sessions…. However, my experience with Softube's customer service is a whole different story.

On 1/5/2018, I installed the Console One, 2.4.37 update. Unfortunately, this update caused massive problems and put my work to a halt. Because of the problem it caused, I couldn’t work on my projects as well as important client’s projects I had to finish. I wrote Softube the same day and explained the problems. They replied back within several days, and from that point a “Cat and Mouse” chase started. For two weeks I was dealing with this problem while going through back and forth e-mails with Softube. A solution?... unfortunately, they did not provided me with one.

The 2.4.37 update caused major problems. To name just a few: many tracks suddenly weren’t available on the Console One unit itself, all original track numbers were completely altered and the Console One On-Screen-Display wasn’t working. It was a total mess! I decided to remove the AU and VST3 plugins related to 2.4.37 update and put back the earlier – working version 2.3.76 from a backup I had. After opening Digital Performer and checking my sessions, all Console One settings have been wiped out from every single track!! EQ, Gate and Compressor settings has been erased - an absolute nightmare!

The first Softube support person suggested that I completely uninstall Console One and reinstall using version 2.3.76. I did that but it didn’t help. He then disappeared without a trace and left me with this problem. A new Softube support person took his place and another week of back and forth e-mails started. The new person suggested that I check Console One plugin mixer to see if it’s any different from the On-Screen-Display. Fortunately, the plugin seems to have kept the settings, yet I wasn’t sure to what extent and if really all settings are still there 100% and nothing has been changed. In any case, the On-Screen-Display wasn’t working at all, and for me it wasn’t possible to work like this. When I mentioned that to the Softube support person, and kept asking for a solution/fix, he didn’t seem very helpful with that and by the end of that week he simply disappeared as well. I sent two e-mails after that to Softube explaining that I still have a problem that need to be resolved soon…. However, Softube didn’t reply to my e-mails and I was left stuck with this mess.

Throughout this all time, Softube didn’t even once explained why this update has caused all these problems. When I kept asking for a more in-depth support, such as help trying to locate and recover particular files or folders related to Console One from a backup I had or anything similar, they simply didn’t show any real interest in any of that. On 1/22/2018, 8 days after my last e-mail, they remembered to e-mail back, apologizing for the late replay. “Thank you Softube” but this is a bit too late!

Since I had no help to resolve this problem, I had no choice but to reformate my entire SSD, reinstall the OSX operating system and use the full Time Machine backup I had! All because of one single update.

 

Sorry for your troubles. It always riles me to hear stories such as your's. It is beyond me that a company will offer an update without making damn sure that it works across the board on all platforms and with all DAWs that it previously has. Effectively shutting down someone's ability to open their doors for business is nonsense. Is this major update fuckup widespread and have you been able to commiserate with others with the same handicapping issue and perhaps find a solution that way?

Thanks for the warning. Although I haven't the want of the Console One I think it is good to generally know these type of things and to spread the word of warning before someone might also wish to update their's.

 

Thank you "superliquidsunshine" for the feedback.

My main reason to share this quite upsetting experience is for others, to be more careful with "updates" and when things go bad, request the right and professional support they need for their gear/software. The best product is worth NOTHING if it has no good support backup by the company.
As you can see, one single update ruined my entire fluent work process, to the point of needing to reformat the SSD and start all over again. Of course if Sofube's tech support wasn't so dysfunctional and showed greater help and understanding at the beginning, I sure wouldn't have to go through all this nightmare.

 

@VSMUSIC ,
Welcome to the forum!
Thanks for sharing this. Hopefully you will never face such a situation again.

 

Not being negative here, but you learned, as I did many years ago, NEVER update any gear or software until you have a break in performing or recording. I sometimes wait several weeks, until I am not busy, to update anything that is working perfectly.

 

For sure.
Problems are always bound to happen and you should always be wise and careful enough before updating anything in your studio.
However, it is the responsibility of the company behind the product to give you the best support they can in a timely manner to resolve the problem. In this matter, Softube simply failed.

 

We also use Control 1 by Softube, but we never run into this problems like you did. we just had an issue and opened a ticket cause of a automatic update that cant be startet. The workaaround comes after a week or two.

 

Yeah man, that's why you don't try to fix what wasn't broken and stay on a stable setup that works for you. Chasing every little update can get you in trouble. Ideally, you should have a separate rig running the updated software that you want. At least they gave you an option to update or not. I've been through that where unwanted update for skype that I didn't accept erased all my contacts. And they didn't (couldn't) bring them back. That fucked things up for me. I still hold a grudge on the fucking useless idiots at Microsoft that besides not being able to design software, wasted so much of my time with their retarded tech support. That's why you need some sort of back up for important things.

 

Honestly, you made things much worse than they needed to be. A simple reset of your computer to the date before the update would have taken you to the last stable point. Yes, Softube’s tech support was bad, too - not excusing them in any way.

 

Tried that little reset. Didn't work, if it did, I wouldn't have to go through all this. Softube One On-Screen-Display just wouldn't work unless I had to start everything from scratch.

 

Not to belabor the point, but if you can’t go back in time with your computer, that’s a much bigger problem than the Softube issue.

 

Thank you for the comment Cafenegro

I shared this experience so other can learn something from this and not to create any confusion or go head to head with anybody.

I really don’t think you wanted to be in my “shoes” for the last several weeks. The issue here is NOT with my system capabilities to utilized the Time Machine or not. It is the sole problem with that particular Console One update that disabled my entire work and the lack of support from Suftube.
I did not have one single problem before that update. This is Softube responsibility to provide safe and stable updates to their products, let alone a continued support that will help to resolve the problem and NOT make things worst! And they did, because of unprofessional support.
They had two weeks to provide suitable support, but they failed, if they had provided me with a working solution I wouldn’t have to reinstall everything and start from scratch.

Thank you.

 

Last edited: Jan 29, 2018

I hear you dude! You have gone thru hell.
Glad to hear you are up and running as this sort of problems can easily drain your energy!
Best

 

Thats softube alright, hoping someone gave them a hand cause paying for their stuff is not worth the trouble..using their demos also is a risk if you are running juicy stuff from Russian websites.

 

yeah but, this all sounds sort of harsh about Softube. it's not really best idea to launch a software update or upgrade onto a production system and then worry about your customers jobs that you are working on. it's sort of one sided to get upset with them at that point.

 

In my experience, Softube's Tech support has been quick and attentive. I also think they make some of the best plugins on the market. I use Poly 84, Harmonic Saturation, and Tsar1 daily and have never had issues.

The worst tech support EVER is Elektron..I've never had them get back to me after 3 years. MOTU would be a close second as all my inquiries w/ them go like this..

 

softube is going down the tubes, sorry but they screwed two people I know who could not get through to them during their last sale period through out Christmas and extended over the years, but...its one thing they where too busy (maybe) and another they refuse to take responsibility and deal with something that should of been taken care fo during the sale....to wait until after a sale and tell customers they can't revoke a license etc is un acceptable, im not sure what else happened but they where all related to their end year sale..

 

Hi!

We also use Softube's Control 1, but we've never had the issues you had. We recently encountered an issue with an automated update that could not be started, therefore we created a ticket. After a week or two, the workaround appears.

Thanks

 

I called them recently because of some AVB issue tech support. A person answered, took my name and number. So of course, I think "here we go"....this will be weeks. Someone called me back in about 10 minutes and helped me fix it. I was shocked.