Support & Troubleshooting

1) AnalogMagik Support Expectation & Agreement:

Please note that support will only be provided to friendly customers with mutual respect.    We will not tolerate verbal abuse, unreasonable expectations of 24/7 standby telephone support, or a step-by-step walkthrough of the entire turntable cartridge setup and program installation process.   

We will answer all emails on a best effort basis, but customers which require basic step-by-step walk-through support on Windows, or Soundcard support beyond AnalogMagik, can purchase a support package.   Please email to inquire. 

There have been customers who have threatened my family, "to shoot me dead", "light me on fire", or expect us to respond at any moment's notice. We reserve the right to terminate support for customers who are rude, hostile, racist, or with a condescending attitude will have all support services terminated.  NO REFUND will be provided to hostile customers.

2) "I sent you an email, but didn't get a reply".

We reply to all emails within 24-48 hours.    If you sent us an email, please make sure you put our email address on the safe list, otherwise, look in your SPAM folder.

3) I have installed the program but cannot get the ART PHONO PLUS to talk to Windows. 

In 100% of cases, proper instructions have not been followed (such as using the right driver or failing to follow reboot instructions.    If you bypass the phono stage and connect the cartridge directly with the ART PHONO, you are bypassing a crucial step and the program will not work.   Please do not bypass the phono stage. 

4) I cannot get the soundcard to talk to my Windows Laptop. 

Please note that Windows is made by Microsoft, and ART PRO is made by ART PRO.    Please first contact ART PRO or MICROSOFT if you cannot get the soundcard to talk to your laptop.

AnalogMagik after-sales support beings with an established connection signal.    If your soundcard is not talking to the ART PRO, then it is very likely that you have not followed connection instructions, or have windows soundcard settings changed.

Please contact Windows and ART PRO to establish a connection before contacting us.

 5) How come on the Azimuth test, both channels shows ZERO or both channel shows the same readings?

The reason why the Azimuth does not detect L and R channels or shows the same reading for both channels (or showing ZERO) is because the ART PHONO PLUS driver is not installed correctly.     Do not use the driver which comes with the Art Phono Plus CDrom. 

You must first download the driver from our website, install it, before plugging in the Art Phono Plus.  This is the most common problem because users do not follow the installation instructions to install the ART PHONO PLUS soundcard driver properly.

Repeat the installation process:

   

  • Uninstall EVERYTHING, including the incorrect driver. Uninstall the program as well.     Reboot the laptop.

  • As per the installation instructions, you must install the Soundcard driver first, before plugging in the sound card.  Download the soundcard driver, and install it.  

  • After you install the sound card driver, plugin ART PHONO PLUS and REBOOT windows again.   

  • Then you install the program AFTER the soundcard driver has been properly installed.  You must REBOOT again.   

  • After the above steps, you can restart the laptop and program with the soundcard plugged in.    Then run the program AnalogMagik, with the driver and soundcard installed and plugged incorrectly.

  • Do not omit any steps, or screw up the order.

  • If you do not reboot in-between steps, Windows may default to the previous setting and cause errors again.

So far 100% of the problems reported by users have been caused by incorrect installation steps or failing to reboot the laptop.   All of them are windows problems and not a problem with the program!

6) My first attempt shows zero reading, or L and R channel shows the same results?

So far, 100% of the problems encountered by users have been caused by the improper installation of the sound card driver.

You must follow installation instructions carefully.   If you do not install the Art Phono Plus driver before plugging it in, or if you omit the rebooting sequence, you will run into problems because Windows will use the wrong set of drivers.

Please go back and read the installation instructions carefully, and reinstall the Art Phono Plus driver properly.

7) There is a LINE/PHONO button on the Art Phono Plus, what do I do?

Make sure you connect the OUTPUT of the PHONO STAGE into the INPUT of the Art Phono Plus.   Make sure the Art Phono Plus is switched to the LINE stage setting.

We do not want to use the PHONO STAGE because it has a built-in quasi RIAA.  Just use the LINE STAGE of the Art Phono Plus Soundcard. 

If you do not follow these instructions, you will run into overloading issues.    You will also lose the Gain and Loading Optimization function. 

8) What is the ideal volume level as indicated on the L and R volume bars?

The ideal volume level is between 1/3 to 2/3s of the bar indicator.   If your volume bar turns RED and far to the right side, it means you are overloading it.     This usually happens when your settings on the ART PHONO PLUS are incorrect.    Please note that you must connect the OUTPUT from your phono stage (not preamp), into the ART PHONO PLUS, and make sure it is switched to LINE.   Do not switch it to phono.  

9) Everything is connected properly, and the program functions normally.   But My Azimuth reading between channels is over 1-2 dB difference, my VTA IMD% is over 10%, Anti-skating is imbalanced what do I do?  Some readings do not correspond to changes, what do I do?

Do not be surprised how bad the readings can be at the beginning, this is perfectly normal, and it goes to show your cartridge setup has not been fine-tuned by AnalogMagik.

What separates good numbers vs bad numbers is 100% dependent on your cartridge alignment/setup ability, and your equipment.    There is nothing wrong with the program or the test LP's.   The only reason why the readings are not perfect is that the setup is not there yet.    The program WILL NOT display good numbers until you fine-tune your cartridge properly.   

The program will not automatically show good numbers or establish a correlation without you putting in efforts into fine-tuning your setup. ROME wasn't built in a day.   As you fine-tune your cartridge, you will be to establish correlations  

Sometimes it takes 4-5 hrs to achieve a good set of numbers.      You must go back and forth between different setup parameters and try to minimize distortion levels on all of them.   

Once your setup begins to approach the "sweet spot", you will find a very strong correlation and very sensitive readings.    But it takes time to get there.

The program will simply display what it is reading.    You must work hard to achieve good numbers, that is your job!

If good numbers cannot be achieved, it is not the program's fault.   Sometimes good numbers are dependent upon equipment quality.   

10) I tried the Azimuth Function, and I find slightly different results when I use other tools or other test LPs.

Most test records on the market uses 140 grams LP, so the number you see will correspond to 140-gram records.    Our record is 180 grams, this will cause a change in Azimuth because VTA has changed.    

Our programming also incorporates algorithms to account for the imperfections of the LP format, including slightly off-centered spindle holes, slight warpness as well as the effect of Wow & Flutter.      Do not be surprised if you see slightly different results because almost all distortion analyzers do not take these factors into account.

We also do not advocate using Azimuth as the sole reference and stand-alone parameter as the ultimate determinant for setup accuracy.   A true accurate setup takes into account VTA, VTF, Anti-skating as well as alignment, therefore the optimal setting should take into ALL other parameters, rather than just over-emphasizing on Azimuth.

You will find that Azimuth's optimal setting will be different when you have optimized Anti-skating, VTA, and VTF, so do not be surprised when you see slightly different results. 

In an ideal world, all test LPs are accurate.     In reality, nearly all test LPs are slightly different in terms of thickness, groove distance, cutting angle, etc.    We believe our test LPs are accurate, and we have verified our test signals to the best of our abilities, and verified by world class recording engineers and sound producers.   

11) I cannot achieve optimal numbers no matter what I do, what is wrong with my setup?

Optimal numbers or meaningful results are highly dependent on cartridge and equipment quality, as well as your patience and setup skills. 

For example, on some cartridges, there is an inherent imbalance with the channel separation or volume level in the cartridge itself, in such cases, optimal results cannot be achieved.

Some cartridge has zenith errors, it is a factory defect and the azimuth will be off no matter what you do.    There's not much you can do in such cases.   

Some turntables have high Wow & Flutters, the program cannot fix this for you.   This has to do with your equipment quality. 

Do not expect the program to find a solution for unchangeables.  The is just a tool to compute data, you or the manufacturer must find the solution.  
 

12) I cannot achieve consistent results in specific test parameters, what do I do?

An optimal setup is a balancing act between all setup parameters.   We do not guarantee results in anyone specific parameters, but if you can achieve optimal results in as many setup parameters as possible, we believe this will result in a more accurate setup. 

13) I cannot get my soundcard to talk to my computer, what do I do?   (see question 1 & 2 above).

Did you follow the sound card driver installation instructions properly?

If you connect your soundcard after the computer is turned ON and AnalogMagik is running, you the computer may default to the wrong input (such as the MIC).

Make sure the Art Phono Plus driver is properly installed before running AnalogMagik.  Make sure all connections are done properly before running AnalogMagik.

Reboot the system and re-load the program, AFTER all connections have been made. 

14) My soundcard is not talking to my very old laptop computer, what do I do? 

Nearly all problems encountered are because of using old laptops and outdated soundcards.   We recommended using a dedicated laptop and the recommended ART Phono Plus sound card.

If ART Phono Plus is not talking to windows, please refer to the ART Phono Plus website and help section. 

15) What happens if my cartridge, or to be more accurate, my stylus has an improper zenith angle, what do I do?

Cartridge Zenith Angle refers to the angle at which the diamond is mounted on the cantilever of a cartridge.  In an ideal world, all stylus is mounted at a perfect angle on the cantilever.  However, this is rarely the case.  

If the Zenith Angle is off slightly, you can twist the cartridge body VERY SLIGHTLY to account of the incorrect zenith angle.    But if the angle is off by a lot, twisting the cartridge body too much will cause other problems such as incorrect landing behavior or uneven pressure on one side of the cantilever.

Incorrect Zenith angle typically affects Azimuth the most.  Some will try to achieve perfect Azimuth reading by twisting the cartridge, as well as tilting the horizontal balance to equalize the Crosstalk reading.  This is OK as long as it doesn't throw other parameters off balance. 

You will find that if you twist and tilt the cartridge too much, it will throw VTA, VTF, and Antiskating off balance.   Again, an accurate setup is one that achieves a perfect balance across ALL setup parameters, if you overly emphasize one parameter at the expense of all others, in our opinion, this is an inaccurate setup. 

Remember AnalogMagik is a software that measures distortions, it cannot fix unchangeables or factory defects.    Do not expect AnalogMagik to offer a solution to equipment deficiencies, and an incorrect Zenith Angle is one of them.   It is a factory defect and we do not have a solution. 

13) I have more questions, what do I do?

Please email info at analogmagik dot com.   Please make sure you put our email address on the SAFE LIST or check your SPAM filter. 

Thank you.