Contact | Conductr Ableton Live & Traktor controller for iPad

Contact

Conductr support team

Breathe in deep! We are here for you! We want to help you solve any issues that may come up so please let us know what problem you are having.

What kind of help you need?

This helps to make sure you'll get the right answer as fast as possible.

I purchased a previous version of Conductr. I’ve reinstalled it from the store but my purchases haven’t been restored.

  1. Make sure you have internet connection.
  2. Make sure you are using the same purchase account that you used to purchase Conductr in the first place (iPad Configuration → iTunes and App Store → Apple ID)
  3. Are you installing a second copy of Conductr?
    1. Try enabling iCloud with the same account on both iPads and give it some minutes to sync (iPad Configuration → iCloud → Documents and Data, check Conductr is allowed to sync to iCloud in BOTH devices).
    2. Refresh purchases again.
  4. If this does not work, recover your purchase receipt from Apple (See http://support.apple.com/kb/HT2727) and forward it to support@conductr.net. We will help you with reactivation.

  1. First of all check that you are connected to the internet. Open Safari and try navigating to http://itunes.apple.com.
  2. Check Settings → General → Parental Restrictions and ensure that In-App Purchase is not disabled
  3. If nothing seems to happen, wait a bit. Sometimes it takes a bit to connect to the store. Also, some transactions might fail due to iTunes store outages.
  4. If you get "In-App-Purchase Error: There was an error purchasing this item please try again." or "This is not a Test User account. Please create a new account in the Sandbox environment. [Environment Sandbox]": This may happen if you have a jailbroken iPad. Try restoring your device.
  5. Check you are able to make purchases in other apps. If not, verify your payment settings with Apple.
  6. Try the purchase again, you won't be charged twice
  7. If the purchase seemed to work but doesn’t show on the list, press “Restore Purchases”. You can check on iTunes if the purchase worked.

  1. On PCs, make sure you have the latest version of iTunes. If not, download it from http://support.apple.com/kb/DL1615
  2. Make sure that both PC/Mac and iPad are connected to the same wireless network.
    • If your PC/Mac is connected via cable, see below (My PC/Mac is connected via cable…).
  3. Make sure the Conductr server is running
    • On PCs look for the Conductr logo on the system tray
    • On Macs look for the Logo on the top Menu Bar
  4. If you have a Firewall/Antivirus enabled on the PC or Mac, make sure it’s not blocking the connection. Try to disable it and check if this solves the problem.
    • For Windows, go to Start → Control Panel → Security Center/System security → Windows Firewall.
    • For Mac go to System Preferences → Security and privacy → Firewall.
    • For third-party antivirus apps, check your antivirus product manual.

The Conductr server uses Bonjour to announce its presence to the iPad(s) in the same network. Some wireless routers don’t allow Bonjour broadcasts between the wired and wireless network. This also happens with networked printers and similar devices.

If you are technically savvy and feel comfortable changing your router settings, you might try contacting your router vendor and/or searching the forums for this kind of problem (It usually manifests with wireless Mac OS clients not seeing wired printers on the network).

Typical settings names include "Enable Multicast Streams", "Enable IGMP Snooping" or the like, but every router is different, so you’ll have to figure out how to modify it, or contact your router’s support line.

  1. We strongly recommend to exit Conductr first on the iPad prior to connecting to the Ad-hoc network.
  2. If you just created the network it may take some time (minute or two) to refresh the Bonjour server list. You can tap the refresh button to force a server re-scan.
  3. If not, shut down the Conductr Server on your Mac/PC and the Conductr App on the iPad (by double tapping the iPad home button and removing Conductr sliding your finger up in iOS7/8 or press and hold the icon in iOS6 and tap the minus sign).
  4. Reopen Conductr Server in your computer and Conductr App in your iPad.
  5. Technical Note: On Mac OS X, it takes about 20 seconds for the Mac to get a new IP and refresh its information on Bonjour. Meanwhile, a void record is being broadcasted. The iPad might have cached the previous IP or the void broadcast and is unable to connect. Try refreshing the server list and/or restarting Conductr.

    Setting up an Ad-hoc network on iOS8 the iPad tells me it can’t get an IP.

    Due to changes in iOS8 the Ad-Hoc connection might take long to set up or even not set up at all.

This helps us make sure you get the right answer as fast as possible.

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