ReQuest Serious Play
SUPPORT
Support Notices (
)
close
NetSync for iTunes Cannot Determine iTunes Version (MacOS)
Apple recently released iTunes 12.4 which has changed some internal data types and caused a problem that breaks the integration of NetSync for iTunes with iTunes on Mac OS. Further, they have already patched iTunes to 12.4.119 to correct one of the issues with the XML file. We expect they will produce additional fixes to resolve the issue they created.

In the interim, our engineers have identified a workaround for the problem and have a solution being tested now. Until Apple confirms and/or documents the changes to iTunes, we will likely not release a new version of NetSync for iTunes as it cannot be confirmed stable until Apple stops making adjustments.

If you wish to try the manual workaround fix, you can apply this via Terminal. Click here

Check this site for updates and further information.
Updated: 6/14/2016 10:03
Yahoo Weather Service - Error & Updated Settings
As a result of the change Yahoo made to their weather service, the unit of the weather data (F or C) was no longer being processed. This has been corrected and your systems will be automatically patched to update that. If you still see "Network Error" or another message, be patient. All systems will be patched as long as they are online and available.

The use of the Postal/Zip Code outside of the USA is no longer supported by Yahoo Weather. You may now use a "City, State" or "City, Province" when trying to locate proper weather data.

For example, this postal code no longer works: SFXX0234
You must now use: Hout Bay, South Africa

Updated: 04/11/2016 9:01


The online support form is closed due to a water emergency at the ReQuest office. We have no ability to remotely connect to systems at this time.

The issue is resolved and staff will return to the office and we will resume accepting support cases on Wednesday, January 27, 2016.

The current time is 6/26/2016 7:39:44 AM.
ReQuest Serious Play offers Technical Support only via this online support tool. This will allow the support staff and engineers to prioritize the cases so that current dealers with in-warranty products may be served first. End-users are welcome to ask questions here, but should always seek support from their ReQuest installer.

If your ReQuest server is able to power on, and you can see output on the VGA, it may be recoverable remotely by our staff. Visit the Remote Diagnostic Disc page for more information.

Support outside the USA contact ReQuest Audio Switzerland AG at info@requestaudio.com.
As an end-user customer of ReQuest, your device is supported by the dealer/installer who purchased and installed the system. That dealer is your first and best line of support and has the information and expertise to best assist you. We do value the end-user who is using the product, however we provide support to the dealers who purchased the equipment from us to install into your system.
(ARQ, IMS, IMC, MP, AUD1)
Please enter as much detail as you can. Include all related serial numbers of any ReQuest devices you need help with.
ReQuest Serious Play Support Staff and Engineers will attempt to access your ReQuest device(s) remotely. Once this case is submitted, please make sure the device is online (if possible) and refrain from using it until requested by ReQuest staff.
   I acknowledge the remote access disclaimer.
We will make every attempt to resolve your problem or answer your question. Sometimes, support of an out-of-warranty system may be billed at $125/hour. This will be explained before any charges occur.
   I acknowledge the support charge statement.
What is
?
Our staff is currently attending a tradeshow in Munich, Germany.
Cases submitted may not be responded until Monday, May 9, 2016.
If you do not receive a confirmation email after submitting your case, that means we did not receive it. Please resubmit or supply the information to support@request.com.
Attention!
We value all customers, installers, dealers, distributors, and end users of ReQuest products. However, we are a small company with nearly 30,000 machines installed worldwide. We cannot provide direct phone support to the end-user customers of ReQuest products. We can assist you online and via email. If you need to speak with someone or set up a service call, please contact your dealer directly.