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5.12 FAQ
How do I contact KMI support for questions about my SoftStep?
Support can be reached by submitting a support ticket at the following website:
www.keithmcmillen.com/support
Before submitting a ticket it is definitely a good idea to read through the rest of the FAQ section to
make sure your question hasn't already been answered.
What information should I include in a support request/question?
Providing helpful, useful information about any issues is an extremely important part of getting a
helpful, useful response back. When submitting a support ticket, it is wise to include the following
information:
• Your computer's operating system.
• The software/hardware being used with your SoftStep.
• Are you running in Hosted mode or Standalone mode?
• A description of what you're trying to accomplish. Your goal.
• A description of the problem you're experiencing.
• Any steps you have taken to fix the problem (you have tried, right?).
• Any special/extra information about your setup — e.g. using a USB hub.
Failing to include the above will generally result in an email asking you to provide the above
— delaying the actual solution to the issue you're experiencing.
Will installing the SoftStep 2 software overwrite the SoftStep 1
software?
No. Installing SoftStep 2 will not overwrite the old editor. The act of "installing" is really just copying
a folder onto your hard drive. The SoftStep 1.21 and SoftStep 2 folders are named differently and
do not affect one another — they exist separately and both can still be used. You'll have to change
firmwares when switching back and forth, but it will still work (note that SoftStep 2 hardware won't
work with the old 1.21 editor).
Can I use two SoftSteps at the same time?
Hosted mode is limited to a single SoftStep at a time, but a lot of SoftSteps can be used
simultaneously if they're running in Standalone mode. The USB spec states "up to 127 devices,
including hub devices if present, may be connected to a single host controller". As a class-
compliant USB MIDI device, this applies to the SoftStep.
Note: Only a single SoftStep can be edited at a time using the editors.
Appendix
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