ReQuest Serious Play
SUPPORT
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NetSync for iTunes Cannot Determine iTunes Version (MacOS)
Apple recently released iTunes 12.4 which may have generated an incompatibility with their internal XML datafile. We do not know if this is a mistake or intentional by Apple, but it does break the integration of NetSync for iTunes with iTunes on MacOS. Since the version of iTunes and the ordered list of playlist tracks are reported to no longer be present in the XML file, our app - along with many others - is unable to perform its functions.

Apple has not commented or returned questions about this. We are not able to compensate for the error as there are no alternate methods of obtaining this information from iTunes. Also it does not appear broken on Windows platform which leads us to believe this is temporary.

Update!! You may have success in resolving the problem with the following steps. Apple changed the name of the XML file, but iTunes is not properly informing 3rd party apps about this. The following steps seem to resolve the Apple caused issue.
  1. Exit, do not minimize, NetSync for iTunes
  2. In iTunes go to Preferences -> Advanced tab and UNcheck the "Share XML library with other applications"
  3. Click OK and close all dialogs
  4. Exit iTunes - do not minimize
  5. Open iTunes, go to Preferences -> Advanced tab and check the checkbox for "Share XML library with other applications"
  6. Click OK and close all dialogs
  7. Open NetSync for iTunes and see if it can obtain the information. You may also have success if you reboot your Mac. This will make iTunes regenerate the XML file.


Updated: 05/23/2016 07:38


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 5/24/2016 5:22:03 PM.
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.
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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.