From: Customer Support To: "'[me]" Subject: RE: Space question Date: Tue, 29 Jan 2002 21:41:56 -0800 Dear Valued Customer, Dear Customer, Thank you for your message. Please do not remove the tracking number in this message so that we know we have sent you the following FAQ. The following information helps many issues: *************************************************************************** * This document covers the following for the Rio 600/800 and RioVolt: 1. RioPort Audio Manager says Device is Busy or Not attached. 2. If your Rio 600 or 800 is playing "garbled" or "poor quality" sound. 3. RioVolt does not turn on. 4. RioVolt SP 100 Playing CD and other general issues. 5. RioVolt SP-250 and recharging batteries. 6. RioVolt SP-90 and looking for the manual. 7. RioVolt .m3u playlist support. 8. International Support Contacts 9. Contacting a support technical via email. *************************************************************************** * 1. RioPort Audio Manager says Device is Busy or Not attached. If you are getting an error with the RioPort Audio Manager reporting that your portable device is busy or not attached, first check that the Rio is plugged in and powered on. Assuming you have checked that, within the software, go to View Options Portable and set the "Portable" field to the appropriate Rio device listing. Once you have done that, shut down the RioPort Audio Manager and relaunch it to try again. You can download the latest software from www.riohome.com from the Support Center. If your Rio 500, 600 or 800 player is not listed in the software, check your Device Manager to ensure that the Rio you own is listed under Universal Serial Bus Controllers. If it is listed there with an exclamation point or is listed anywhere else in Device Manager, you should remove the device and refresh your Device Manager. The Rio you own should then be listed normally under Universal Serial Bus Controllers. Drivers for the Rio 500 can be found in the "Win98" folder on your Rio installation disc, or will be automatically installed when the installation of version 3.2. If you have the Rio600, or a Rio800 the drivers are bundled in the software that came with your Rio. *************************************************************************** * 2. If your Rio 600 or 800 is playing "garbled" or "poor quality" sound If your Rio 600 or 800 is playing "garbled" or "poor quality" sound please take the following steps: A) . Update the Rio to the latest firmware. This firmware can be found at www.riohome.com under the support area. Once in the support area, choose drivers select the Rio product you own and then click on firmware. Here you will find the latest firmware and instructions for upgrading the Rio. B) If the latest firmware does not resolve the issue try another pair of headphones. C) Try different MP3/WMA files. Occasionally MP3/WMA's will contain small errors that will be audible when played through the Rio. If different MP3/WMA's resolve the issue then re-encode the MP3/WMA files you are experiencing issues with. Also try encoding in different bitrates. D) . If you have tried the above steps and are still experiencing "garbled" or "poor quality" sound then fill out the following information and a technician will determine if your product needs to be replaced: Firmware Version (this can be found by pressing the Menu button, navigating to the About tab and pressing the Select button. The firmware version will be in the upper right hand corner of the screen as a V.#.## number.): Other Headphones Tried: Sound Symptoms: MP3/WMA's tried what bitrate they were encoded at or where they were downloaded: Do you own a rechargeable backpack?: E) If you feel an RMA (replacement) is necessary please fill out the following as well. ------------------------------------------------------------ NOTE: We cannot ship RMA's to P.O. Boxes. Please include your street address in the information below. Please also note that we cannot know exactly when your merchandise will be delivered. Please provide an address where there will be a person or persons available to sign for your package. ------------------------------------------------------------ Type of Credit card (For Advanced RMA only. For explanations of RMA types see below): (ONLY Visa MasterCard Discover or American Express) Credit Card Number: Expiration Date: Name as it Appears on the Credit card: Billing Address if different from shipping address above: Would you like the Advance Service or Advance Service with pre-paid shipping? Product Name: Internal or External (If applicable): ISA/PCI/AGP/USB/Parallel: Part Number from the Product (on a white sticker*): Serial Number from the Product (on the same white sticker*): Date Of Purchase: Proof Of Purchase Available On Request (Yes / No): Full Name: Company (if applicable): Address: City: State: Zip Code: Country: Email Address: Phone Number(with area code): FAX Number: For RIO 500 (please indicate color): I am interested in a Standard RMA........Where so do I send the unit?? ---------- *On the Rio600 the PN/SN Sticker is under the battery back pack. You will need to remove the battery backpack to be able to read the numbers. The numbers are required for all RMAs. If for some reason you can't read or see the numbers indicate that in your email. ---------- We offer three RMA services: Standard RMA: You send the product to us and upon us receiving it we send you a working product. You pay for shipping to us and we pay for shipping (UPS Standard in the Contiguous US) back to you. Advance RMA: (Only available in US for US customers.) We send you a working product with expedited handling and over night shipping. You send the original product back to us within 14 days. Charges are via Credit Card and are as follows: (Please note that we accept Visa, MasterCard, Discover and American Express.) Modem / HomeFree / Rio / Mako Contiguous US $24.95 Modem / HomeFree / Rio / Mako Alaska & Hawaii $32.95 Modem / HomeFree / Rio / Mako Canada $39.95 Note: This service is not available for any of our other international customers. Advance RMA with Return shipping (Contiguous US Only): We send you a working product with expedited handling and over night shipping. We also send you pre-paid shipping back to us. This allows you to take advantage of our discounted shipping rates. Charges are via Credit Card and are as follows: (Please note that we accept Visa MasterCard Discover and American Express.) Modem / HomeFree / Rio / Mako Contiguous US w/ airbill $27.95 For the Advance RMA processes please include credit card information in the provided fields above. ---------- (BW 26163) If possible please be sure to include as much of the following as possible: Operating System & Version - Motherboard make and model - Processor type and speed - Monitor make and model - Primary Video Card - Bus type (AGP, PCI) - Video driver version - Video bios version - Other peripherals and add-on cards - Description of problem and any other details that would be helpful. Please be as detailed as possible, including the names of the programs giving problems and the text of any error messages: *************************************************************************** * 3. RioVolt not turning on. RioVolt owners, make sure the Hold switch on the side of the unit is set to the OFF position. This is not a power switch, and when set to ON, the unit will not power up. *************************************************************************** * 4. RioVolt SP-100 not playing CDs and other general issues For RioVolt SP-100 owners (part number 28260025-001 or -002), make sure you are using the most recent version of firmware. This can be downloaded from our website, http://www.riohome.com. Follow the instructions in the associated readme.txt file for further instructions in updating the firmware. *************************************************************************** * 5. RioVolt SP-250 and recharging batteries. To charge (and recharge) the batteries on the RioVolt SP-250, use the following steps: 1) Using the AC adapter, power up the unit as normal. Make sure Hold is set to the OFF position on the side of the player. 2) Power down the unit as normal. You should see three options: Discharge and Charge, Charge, or Quit. The option for Discharge and Charge will be selected. 3) Use the FF button on the joypad to cycle through the different choices. Select Charge. Press the Stop button on the joypad to make this selection. *NOTE* After approximately one minute on the Charge options screen, will automatically begin to charge the batteries, NOT discharge and charge. 4) Recharging batteries may take 6-8 hours. After the unit is done, the it will shut itself off. Alternatively, you can stop the recharging process by disconnecing the AC power. 26352 bw faq *************************************************************************** * 6. RioVolt SP-90 and looking for the manual. The link on our webpage for the RioVolt SP-90 manual is a placeholder - the manual is not yet available on the ftp site; once it is, we will post it there and the link will work. In the meantime, please take a look at our menu options guide to the SP-90, available on our ftp site, ftp://ftp.diamondmm.com/pub/rio/riovolt/Manuals/. You will want to download the file riovolt90_firmware_guide.pdf, as this file does a good job of explaining all the different features of this player. 26554 bw *************************************************************************** * 7. RioVolt .m3u playlist support. With the most recent firmware, version 2.10, the RioVolt SP-100 supports WinAmp (.m3u) playlist files. Download this firmware from our ftp site (ftp://ftp.diamondmm.com/pub/rio/riovolt/) and install it. The RioVolt SP-250 supports .m3u playlists; a firmware upgrade is not necessary. The RioVolt SP-90 does not support .m3u playlists. Creating a WinAmp .m3u Playlist: This is the supported method of creating a playlist. Playlists made any other way might work, but if you run into difficulties, please follow these directions: 1) Create a folder into which you will copy all of the tracks you will burn to the CD. For simplicity, weÆll call the folder "Volt" and put it on the root of the C:/ drive (C:\Volt). 2) Copy all of the tracks you want to burn onto the CD into this new folder (C:\Volt). You may use sub-folders if you wish to keep tracks separated by album, artist, genre, etc. 3) Run Winamp and create a playlist using the tracks from C:\Volt, and be sure to save the playlist in the C:\Volt folder. This is very important. The tracks and the playlists must be in the same folder. Please note - we do not support the actual Winamp software, and you will need to use the help menus in the software for assistance in creating playlists. 4) You may use multiple playlists, just repeat step 3 for each one. 5) Burn the contents of the C:\Volt folder the root of your CD. Ensure that the file structure within the C:\Volt folder remains intact. Running a WinAmp .m3u Playlist: 1) Put your CD in the RioVolt and turn on the player. 2) The RioVolt will begin playing the first track on the CD. Press the joypad down to stop laying the track. 3) Press the PROG button on the player. The first option is PROGRAM, which you would use to program a playlist on the RioVolt. Below PROGRAM, you will see the playlists that are burnt onto the CD. Use the joypad to select the playlist you wish to activate, then press the right arrow (FF) on the joypad to activate it. The RioVolt will load up the information from the playlist and begin playing. Alternatively to create a playlist on the RioVolt, use the following procedure: 1) With the CD not in play, press and Prog. button. 2) Press the Fast Forward and Rewind buttons on the joypad to locate tracks. 3) Press the Prog. button to select the track for your playlist. 4) Repeat steps 2 and 3 to add additional tracks. 5) Press Play to begin playing the Playlist. Press Stop to stop playing the Playlist and clear it from memory. 25746 bw faq *************************************************************************** * 8. International Support Contacts If you are e-mailing regarding an issue with your SONIC|blue product, and you live outside of North America, please direct your e-mails to one of the following: For Europe, Africa, and the Middle East: techsupt.euro@diamondmm.com For Japanese language support: support-jp@sonicblue.com For more information regarding International support, including contact numbers and hours of operation, please refer to: http://www.riohome.com/default.asp?menu=support&submenu=cs&item=contact_inf o *************************************************************************** * 9. Contacting a support technical via email. If the above did not help you or you have a different product, please respond to this message. Your response will be sent to a technician. Please keep the tracking number in the message so we know we have sent you these steps already. *************************************************************************** * (BW 26163) Thank you for your e-mail. To better serve you, we have responded to your message with a common suggestion. If our suggestion does not resolve your situation, you can receive a support representative response by replying to this message. If possible please be sure to include as much of the following as possible: Operating System & Version - Motherboard make and model - Processor type and speed - Monitor make and model - Primary Video Card - Bus type (AGP, PCI) - Video driver version - Video bios version - Other peripherals and add-on cards - Description of problem and any other details that would be helpful. Please be as detailed as possible, including the names of the programs giving problems and the text of any error messages: Sincerely, SONICblue Formerly S3 / Diamond Multimedia. http://www.diamondmm.com <<< Riovolt: The next generation of portable CD players. www.riohome.com Link your PC to your kid's MAC-- share files, printers, and Internet access. Experience intense multi-player gaming at incredible speeds! Homeet your family connected with HomeFree phone line networking today! Free is easy to install and delivers superior performance at an unbelievable price. http://www.diamondmm.com TRACKING NUMBER: A00000344953-00001255621