Support Notes:

Visit Pre-2005 Support if you have a question on systems purchased pre-2006.

Support > Trouble Shooting Topics:

SOUND: I don't hear any sound from my ePiano or system.
  1. Check all Hardware Volume Controls. Verify all volume controls on the piano panel are turned up at least midway through ranges. Try the piano button on the piano control panel (near the piano volume slider), make sure this is lights up red. If not - check power to the piano. Make sure the local piano sound works before moving ahead.  
  2. Check Software volume controls in the MIXER. From the MusiConsole, launch the MIXER button to bring up the soundcard's mixer screen.  Make sure that the Master Control Volume, MIDI Synth, and Wave volumes are at least half way up through their ranges.  
  3. Check audio and power cables to piano and/or speaker system. Audio Cable:  There should be a slim black stereo audio cable connecting the <green> jack of the soundcard to the back of the piano.  NOTE: There are two green jacks on the rear of most ePiano systems; 1: The motherboard audio (disabled) and the 2. PCI Soundcard (use this). 
  4. Test for Digital Audio output. Go to the SUPPORT button on the MusiConsole (main ePiano interface), and click on the <Click for Digital Audio Soundcheck> button on the support menu. You should hear a little message from Austin Powers. Make sure you can hear the sound check before moving ahead. If you still don't hear sound, contact ePiano technical support. 
SOUND: I don't hear the keyboard/MIDI sound.

Problem: I hear some audio (from iTunes etc), but now I can’t the use the to play the sounds from SoundSetter and the computer-based sound source.

Solution: The most common problem here that the MIDI connector has come unplugged from the soundcard. First, please make sure you have done the above digital audio troubleshooting before testing the MIDI functions, since MIDI can be working fine, but you still won't hear anything if there's a general audio problem. 

  1. CHECK MIDI IN/OUT: MIDI Cable: ePianos with a system serial numbers less than 207 - use the black molded MIDI Gameport adapter.  This is the black cable with two 5 pin connectors, and 1 black molded end is the ePiano’s MIDI adapter. A common error is to connect this plug improperly during set up. Make the the 5 pin end labeled IN—is connected to the jack labeled MIDI OUT TO COMPUTER on the rear panel of the piano. Leave the other 5 pin cable labeled OUT unplugged. USB Interface:  Systems with serial numbers 207 and higher use a USB - MIDI Interface.  Experience has shown that if the unit's USB plug is moved from the original location from when the device was installed - it will not function. 
  2. Open SoundSetter Open the <SOUNDS> button on the MusiConsole.  Load one of the presets at the bottom, and make sure the Master Volume is at least half up through it’s range. Play the keyboard—if no sound - see KEYBOARD (MIDI) SOUNDS below for the next step.  Click the Metronome - if you hear the Click Click of the Metronome - you have a MIDI IN problem. 
  3. Check the software program's MIDI IN/OUT setup : All interactive Music Software programs allow you to select the MIDI IN/OUT devices you would like to use.  The exact name of this device will vary depending upon your system serial number, but here are guidelines: GAMEPORT ADAPTER SYSTEMS:  MIDI IN:  SB LIVE MIDIPORT USB Interface Systems: MIDI IN:  EDIROL UM1

If you still don’t hear keyboard sound, call 617-440-5580.

RECORDING:  How can I get my system to record from an external device (CD player, tape player, guitar etc.)
Solution: Make sure device is plugged into the blue line input jack on the lower sound card (the ePiano has two blue input jacks). AND you must use STEREO MINI jacks. A mono input (single ring around end of plug) will not work or will cause the volume to be extremely faint, even under high volumes.