Support Tickets -- Duplicate tickets

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Community Manager
Staff member
Hi Everybody,

Just some tips here to make customer support tickets go as smooth and efficient as possible for everyone.

In order to speed up processing, handling and resolving any issues submitted to our
support ticket system, Please do not submit duplicate tickets regarding the same issue.
Duplicate tickets will get a reply stating "Duplicate Ticket" referencing the original ticket number.

Having to search out and troubleshoot multiple tickets for the same issue increases response time for yourself and other customers.

All tickets are responded to on a one on one basis within 24 hours in almost all cases Monday thru Friday and may take up to 48 hours on the weekends and holidays.

If you haven't received a timely response please check your SPAM folder. Occasionally due to different types of Anti/Spam/Virus software's automatic updates or the programs themselves deciding to have a mind of their own it is possible your reply went to your SPAM or Junk Mail folder.
This happens quite often.

Tickets will automatically close if we don't get a response from you within 7 days. If you need to reopen your ticket just reply to the ticket via your email client. That will immediately change your ticket status to active again.

Please state the product version you are having problems with.

Your original email address connected to your license if you have changed your email address.

A lightly detailed explanation of the problem you are having. This works best when trying to figure out what may be wrong.

Its always good to send your session log text file when possible.
This tells us what version you have and whether you may just need to update to a later version then the one you currently have installed to resolve any issues you may be having.

Session logs can normally be found in the following directories.

C:\Documents and Settings\Username\AppData\HiFi\Product Version (ASE, AS2012 ASNFSX)

C:\Users\Username\AppData\Roaming\HiFi\ Product Version (ASE, AS2012 ASNFSX)

If you need anything, please don't hesitate to contact us!

Thank You for your cooperation.
HiFi Support
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