PCDJ General Software Support
PCDJ offers Support by filling out our Contact PCDJ form and PCDJ Message Board on PCDJ Software and Hardware products that are currently available on our products page. Discontinued products are supported by message board only. Support services are provided to help customers resolve Software or Hardware issues that are not covered in manual. Technical Support requires the cooperation and participation of the customer in the troubleshooting process. This support process does not include or extend to anything that can be deemed as “training” and its purpose is to bring the product to working level of operation. For training please refer to your products Downloads page for Instructional Videos and Manuals or PCDJ Message Board. 90 percent of all problems and question answers are contained in the PCDJ Message Board. We encourages customers to use this resource first as an easy way to find answers to their questions. Especially during after hours when phone or email support is not available.
No other employee of PCDJ is qualified or able to offer support. All technical support questions must go to the Support Department.
We do not support third party products. Only PCDJ products are supported.
When filling out the form, please make sure you have the basic information listed below.
- Full Name.
- Phone Number
- Email address.
- License code
- Be in front of the PC with the related software issue.
- Any error message received.
This process may take some time in order to get the problem resolved. Some issues may require the technician to call you back. Please allow up to 48 hrs for a response. When filling out description of issues please describe your problem and be as descriptive as possible. Your detail will significantly improve the likelihood of achieving a resolution to your problem/issue and will reduce the amount of time required to find a solution.
License / Activation Codes
The customer is responsible for security and safety of their product license code for PCDJ Products. PCDJ is not responsible for lost codes and cannot issue replacement product codes. If you have lost your license code please visit this page and fill out a support ticket. please type “Lost License” in the license field. Please allow 1 full business day for a reply. In Case of an Emergency you can use PCDJ Software Demo as a fully functional version for 14 days. Your license allows for installation on 2 machines at the same time with a 3rd activation built in for emergencies. If you go over this limit you will need to visit this page and request a code reset. There will be 1 complimentary license reset with a $9.95 fee applied for all resets thereafter. This reset policy, however, does not allow allow for installation on more than 2 machines at the same time. For more information on the E.U.L.A (End User license Agreement) please see this page.
Digital 1 Audio will offer 48 hours. of e-mail support per incident, free of charge. If we can not resolve the issue within 48 hours, you are encouraged to setup an appointment for Remote Desktop Assistance / Telephone Support. Digital 1 Audio will not be responsible for any damages that occur during the support process.
Digital 1 Audio will offer telephone support for $29.00 per incident; fee waved for issues reported within 30 days of first successful activation of license. Telephone support is granted by appointment only. No refund will be issued under any circumstance. Digital 1 Audio will not be held responsible for any damages that occur during the support process.
Remote Desktop Assistance
Digital 1 Audio will offer Remote Desktop Assistance for $29.00 per incident; fee waved for issues reported within 30 days of first successful activation of license. Remote Desktop Assistance is granted by appointment only. No refund will be issued under any circumstance. Digital 1 Audio will not be held responsible for any damages that occur during the support process.
Online training will be provided at $49.00 per session and can also be set up through the online scheduling system. Please provide a detailed description what functions and software you would like to learn about. Remote desktop will be required for this
Custom Machine Tuning
Custom Machine tuning will be charged $49.00 per session and will consist of a remote desktop session in order to prepare the machine for audio use.
There will be no warranty offered after this is performed as there are too many factors that can develop for the machine to behave poorly again due to the user installing / uninstalling other software and or internet use. The laptop must be of recent build and must the recommended system requirements.
Requirements for Telephone support / Remote desktop
- Customer must be in front of the machine and have connection to hi speed internet (if possible)
- Customer must have Cross loop software installed
- Customer must have all licensing details available.
If you are out of your 30 day warranty:
Click Here To Purchase Remote Desktop / Telephone Support
Click Here To Purchase Training / Machine Tuning Session
Note: After purchase you will receive an email with scheduling instructions from the support dept. These services are only performed during normal business hours: Monday – Friday 10am-5pm