We’ve already spent thousands of dollars on Toontrack products and we are about to drop it all (Superior Drummer 2, all SDX products, EZ Drummer 2, all EZX products, EZMix, Producer presets, (recently through Sweetwater we even purchased 3 packs of Toontrack Drum MIDI 6-pack – 16 license for EZX/EZ Drummer), etc, etc…. and never go back to Toontrack.

Your technical support, etc, is TERRIBLE. Full correspondence below.

All was well for a few years until we installed EZKeys Mellotoon.

Now EZ Keys does not work either and continues crashing. We have ALL EZ Keys products (bar midi file products) and none work anymore and current projects using EZKeys no longer work in our DAW either.

We use an expensive dedicated pc just for audio production, NOTHING ELSE, and this has worked wonderfully over the years until Mellotoon appeared. Currently everything else installed in this pc works perfectly, but not EZKeys.

Exhausted of options and no replies coming back from technical support, we’ve now uninstalled EZ Keys and we can’t reinstall it, it won’t let us, and this is after moving all traces of EZKeys in the registry files, temp files, etc… a complete clean-out.

And this was after we already attempted many uninstalls and reinstalls of Mellotoon using both Firefox and IE.

A fair bit of our music production is centred around keyboards, etc, and these projects have all come to a standstill – it’s been like this for around three weeks now.

We’ve already spent more than 40 hours on this drama trying to fix it – we’ve had enough, and not for trying.

What gives?

We do not want apologies, we want action.

Also, how can we download a full working 64 bit version of EZKeys? There is NO option available in our products account……. even though we purchased ALL EZKeys products with the originals coming with EZ Keys 64 bit.

Also, our website has received well-over 215 million unique ip addresses/browsers and if you do not resolve EZKeys, we will start posting everything that has been written here in our website, + all our Facebook walls and YouTube Channels, etc….. We are very serious about this. We are seriously pissed off and it takes a lot of push and shove before we lose our calmness and take action.

Arthur & Fiona Cristian
http://www.loveforlife.com.au

---

29/11/2014 10:32 AM

OK, used Internet Explorer (latest version) and re-downloaded Mellotoon from your website.
Then used Perfect Uninstaller to remove Mellotoon from EZKeys, etc.
Rebooted PC
Installed latest download
Noticed that some of the files are now in the new Mellotoon folder, roughly 32mb but not the sound files, etc, which is supposed to be over 300mb (whatever it is supposed to be).
During installation of Mellotoon we also now get errors about not having permission to make changes to the new Mellotoon folder and this is after we completely uninstalled Mellotoon.
AND……. Ez Keys now crashes in standalone or in Studio One no matter what keyboard/piano we use……!!!!
It looks like we have to completely uninstall everything of EZKeys and start all over again from scratch just so that we can get what was working there before Mellotoon was installed.
Great……
Is there anything else that can be done before we are forced to perform major surgery on EZKeys??????????
Arthur

---

On 29/11/2014 1:46 AM, Toontrack wrote:
> ##- Please type your reply above this line -##
>
> Toontrack Support (Toontrack)
>
> Nov 28 08:46 AM
>
> Hi Arthur,
>
> Sorry for the inconvenience. We can only provide a link to the download from out FTP, however the website downloads are directly from our own FTP server (the “alternative” link to the FTP is the same download you are using from the site).
>
> If there is a problem with the download itself we recommend using a different browser or a download manager.
>
> Some of our users report using Firefox as their browser with the add on download manager “Download them all” https://addons.mozilla.org/en-US/firefox/addon/downthemall/
>
> Toontrack however does does not make this download manager nor are we affiliated with it in any way. Therefore we can not take responsibility, or provide support for it.
>
> If problems persist with the EZkeys Mellotoon product you can request a refund from the dealer. We are sorry for the trouble this has caused.
>
> Best Regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 25 05:17 PM
>
> We did this twice before contacting you – read our original post .
> We’ve now done an uninstall-reinstall a third time and the Mellotoon
> folder still remains empty.
> How do we get the info into this folder?
> It appears your Windows download is faulty – note, we’ve downloaded
> twice from your website, nothing has changed.
> This is becoming an absolute pain in the ass (so to speak)
> Arthur
>
> Toontrack Support (Toontrack)
>
> Nov 25 09:52 AM
>
> Arthur,
>
> If the files are not present after installation then it is possible the installation itself was corrupted, or the files for this library were moved manually.
>
> In this instance please remove any instance of EZkeys Mellotoon using the add/remove programs list of the Windows control panel. Once removed please do a reinstall then locate the files. It is important not to move anything manually.
>
> Best Regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 24 04:57 PM
>
> Hi,
> Went to Local Disk C: Program Files (64) Common Files Toontrack EZKeys
> and EZK Mellotoon folder was empty while all others (had large mb or gb
> or so file sizes.
> Arthur
>
> Toontrack Support (Toontrack)
>
> Nov 24 02:27 PM
>
> Hi Arthur,
>
> Thank you for the document and for your ongoing patience.
>
> The programmer states that the errlog says that configs can’t be read.
>
> It’s the file “Configs” in EZK-MELLOTOON (wherever it’s installed – default is C:Program Files (x86)Common FilesToontrackEZkeys).
>
> Please check if the file exists and how large it is (should be 22 kB), as well as what permissions it has and compare to the configs files for the other EZkeys libraries.
>
> Best Regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 21 05:03 PM
>
> See word.doc attachment
> Arthur
>
> Attachment(s)
> errlog.doc
>
> Toontrack Support (Toontrack)
>
> Nov 21 10:03 AM
>
> Hi Arthur,
>
> Our programmers have requested an additional document. Please send us the errlog.doc.
>
> It will be located in C:ProgramDataToontrackEZkeys
>
> Please note that the Program data folder is a hidden folder on PC and it can be accessed by typing C:ProgramData into the search bar.
>
> Here is also a video that shows a different method to unhide the folder. https://www.youtube.com/watch?v=UEZNYnMRikE
>
> Best regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 20 08:24 PM
>
> Did a registry clean up using CC Cleaner and rebooted pc
> Loaded up EZ Keys 64 bit standalone and all the keyboards worked well
> but when we clicked on Mellotoon within 2 seconds the same error report
> appeared
> see copy/paste below.
> Creating a dump file failed again but any other process in task manager
> will create a dump file.
> Seems there is an issue with the marriage between EZ Keys and Mellotoon
> So far all other software programs loaded in this DAW-PC work well.
> Arthur
>
> *EZ Keys Standalone (64 bit) has stopped working**
> **Check online for a solution and close the program. *
>
> Problem signature:
> Problem Event Name: APPCRASH
> Application Name: EZkeys64.exe
> Application Version: 1.2.0.0
> Application Timestamp: 53f3147a
> Fault Module Name: EZkeys.dll
> Fault Module Version: 1.2.0.0
> Fault Module Timestamp: 53f31653
> Exception Code: c0000005
> Exception Offset: 000000000016cd1e
> OS Version: 6.1.7601.2.1.0.768.3
> Locale ID: 3081
> Additional Information 1: 365a
> Additional Information 2: 365a3bb681ecea2b2de12dbaf2ac866a
> Additional Information 3: 5152
> Additional Information 4: 5152aa369152d89d650ac501ce5fa353
>
> Read our privacy statement online:
> http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409
>
> If the online privacy statement is not available, please read our
> privacy statement offline:
> C:Windowssystem32en-USerofflps.txt
>
> > Bar original default settings installed by Toontrack no other settings
> > have been introduced to Toontrack by us across all its products.
> > EZKeys crashes moments after selecting Mellotoon.
> > Arthur
> >
> >
> > On 21/11/2014 3:23 AM, Toontrack wrote:
> >>
>
> Arthur Cristian
>
> Nov 20 03:33 PM
>
> Bar original default settings installed by Toontrack no other settings
> have been introduced to Toontrack by us across all its products.
> EZKeys crashes moments after selecting Mellotoon.
> Arthur
>
> Toontrack Support (Toontrack)
>
> Nov 20 10:23 AM
>
> Hi Arthur,
>
> The change of settings will affect only what happens when the whole system crashes. It should be OK to leave them.
>
> We don’t know how to create the dump file then, and we cannot reproduce the crash in this instance (we also do not have another user reporting of this type of behavior). Does the software crash immediately when you select the Mellotoon library?
>
> Do you have any non-default settings in EZkeys when you switch libraries, for example in Dynamics or Tuning? Try to change/reset anything that could be of importance.
>
> Thanks for your patience.
>
> Best Regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 19 02:26 PM
>
> OK, did it but it said after supposedly creating the dump file
>
> The operation could not be completed
> Only part of a ReadProcessMemory or WriterProcessMemory request was
> completed.
>
> There was no dump file created to be found in C Windows MiniDump —
> %systemroot%Minidump
>
> I then went there and did this
>
> http://windowsforum.com/threads/where-are-dump-files-dmp-saved-after-crash.39784/
>
> Still no dump file was created even after logging out and back in to EZ
> Keys and opening Mellotoon.
>
> Have left the above Windows setting changes as is for now – is that OK?
>
> Arthur
>
> Toontrack Support (Toontrack)
>
> Nov 19 10:17 AM
>
> Hi Arthur,
>
> Thank you for your email and sorry for the delay.
>
> Our programmer has asked to review the crash dump file.
>
> When EZkeys crashes, don’t close the message, but open Task Manager and go to the Processes tab, right-click EZkeys64.exe and select “Create Dump File”.
>
> Best Regards,
> Toontrack Music
> http://www.toontrack.com
>
> Arthur Cristian
>
> Nov 14 07:07 PM
>
> Also, we downloaded Melootoon a 2nd time and installed it after
> uninstalling it
> and we also performed the midi update after installation.
> Rebooting the computer did not fix this issue either.
> Arthur
>
> Arthur Cristian
>
> Nov 14 07:01 PM
>
> Sender info:
> ====================================
> Name: Arthur Cristian
> Email: production@loveforlife.com.au
> FAQ title: My issue is not covered in this FAQ, what next?
> FAQ URL: http://www.toontrack.com/faq/my-issue-is-not-covered-in-this-faq-what-next/
> Product: EZkeys Mellotoon
> Serial: EZKM-J6GU-JDYR-5EDA-T3CR
> OS: Windows 7
> Sequencer: Studio One Pro 2.6.4
>
> Sent: Sat, 15 Nov 2014 01:01:22 +0000 UTC
>
> Message:
> ====================================
> Using either Keys 64 bit standalone or EZ Keys inside Studio One we get this error ONLY when opening Mellotoon. The error does not occur with opening EZ Keys Electric Grand, 200A & MK1, Grand Piano, Retro Clavinet & Pianet & Upright Piano. We also uninstalled and reinstalled Melootoon but the problem continues. We’ve never had a problem with EZ Keys until we installed Melootoon yesterday and today.
>
> EZ Keys Standalone (64 bit) has stopped working
> Check online for a solution and close the program.
>
>
> Problem Event Name: APPCRASH
> Application Name: EZkeys64.exe
> Application Version: 1.2.0.0
> Application Timestamp: 53f3147a
> Fault Module Name: EZkeys.dll
> Fault Module Version: 1.2.0.0
> Fault Module Timestamp: 53f31653
> Exception Code: c0000005
> Exception Offset: 000000000016cd1e
> OS Version: 6.1.7601.2.1.0.768.3
> Locale ID: 3081
> Additional Information 1: 365a
> Additional Information 2: 365a3bb681ecea2b2de12dbaf2ac866a
> Additional Information 3: 5152
> Additional Information 4: 5152aa369152d89d650ac501ce5fa353
>
> Read our privacy statement online:
> http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409
>
> If the online privacy statement is not available, please read our privacy statement offline:
> C:Windowssystem32en-USerofflps.txt
> This email is a service from Toontrack. Delivered by Zendesk.