ReQuest Serious Play
Support Notices (
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
NetSync© for iTunes® Not Detecting iTunes
(Windows, MacOS) The latest updates to iTunes, which is also included when you update your MacOS to El Capitan, disables the sharing of the iTunes XML file. This prevents any application from working with iTunes. You will have to manually re-enable it. In Preferences->Advanced, make sure the "Share iTunes Library XML with other applications" is enabled. You must Exit/Quit out of the NSFiT2 software, and Exit/Quit iTunes. Note that on a Mac you must actually quit iTunes after you make the settings change. You may then relaunch the programs.

10/15/2015 12:57

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 10/23/2016 10:12:20 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.

Outside the USA? For technical support outside the USA, contact ReQuest Audio Switzerland AG at or visit their website at

Problem with this form? If you have problems with this form, please email with the serial number of the ReQuest server and a description of the problem. We will submit the form on your behalf.
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.
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
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.