Service; Warranty Service; Repair; Troubleshooting Guide - Mackie Digital 8 Bus Owner's Manual

9. Service

Warranty Service

Details concerning Warranty Service are
spelled out on the Warranty Card included with
your console (if the card is missing, let us
know and we'll rush one to you).
If you think your console has a problem,
please do everything you can to confirm it
before calling for service, including reading
through the Troubleshooting section of this
owner's manual. Doing so might save you from
deprivation of your console and the associated
suffering.
Of all Mackie products returned for service
(which is hardly any at all), roughly 50% are
coded "CND" — Could Not Duplicate, which
usually means the problem lay somewhere else
in the system.

Repair

Service for the U.S. versions of our digital
consoles is available only from our factory,
located in sunny Woodinville, Washington.
(Service for products living outside the United
States can be obtained through local dealers or
distributors.) If your console needs service,
follow these instructions:
1. Review the troubleshooting suggestions in
your owner's manual (see next section).
Please.
2. Call Tech Support at 1-800-258-6883, 8am
to 5pm PST, to explain the problem and
request an RA (Return Authorization)
number. Have your Digital 8•Bus (or
Remote CPU) serial number(s) ready. You
must have an RA number before you can
obtain service at the factory.
3. Set aside the power cord, owner's manual,
or anything else that you'll ever want to see
again. We are responsible only for the return
of the product being repaired.
4. Pack the product in its original package,
including the foam end caps and the upper
tray. This is VERY IMPORTANT. When you
call for the RA number, please let Tech
Support know if you need new packaging.
Mackie is not responsible for any damage
that occurs due to non-factory packaging.
5. Include a legible note stating your name,
shipping address (no P.O. boxes), daytime
phone number, RA number, and a detailed
description of the problem, including how we
can duplicate it.
6. Write the RA number in
top of the box. It must appear on the outside
of the box.
7. Ship the product to us. We recommend
United Parcel Service (UPS). We suggest
insurance for all forms of cartage. Ship to
this address (unless told differently by your
friendly Tech Support person):
8. We'll try to fix the product within three
business days. We normally send everything
back prepaid using UPS BLUE (Second Day
Air). However, if you rush your product to us
by Air Shipment, we'll treat it in kind by
letting it jump to the head of the line, and
we'll also ship it back to you UPS RED
(Next Day Air). This paragraph does not
necessarily apply to non-warranty service.

Troubleshooting Guide

Three Things to Keep in Mind
As you become familiar with the Digital
8•Bus, you'll find it helpful to keep these three
questions in mind at all times:
1. What Fader Bank is selected?
2. What channel is selected?
3. What is the V-Pot assignment?
In 90% of the cases, if something isn't working
as you expect it should, it's because one of these
three settings isn't where you intend it to be.

No power!

• Our favorite question: Is it plugged in? Make
sure the power cord is securely seated in the
IEC socket and plugged all the way into the
AC outlet.
• Our next favorite question: Is the POWER
switch on? If not, try turning it on.
• Is the Fat Channel Display working? If not,
make sure the AC outlet is live (check with
a tester or lamp). If so, refer to "No Sound"
below.
• Make sure the DC power cable is securely
connected at the rear panel of the console.

No Sound!

• Is the signal source working correctly, and
properly connected to an input on the
BIG PRINT
on
console?
• Is the TRIM control (channels 1–12) or the
Digital Trim control (channels 1–48) turned
Mackie Designs
SERVICE DEPT.
16220 Wood-Red Rd. NE
Woodinville, WA 98072
9-1
Service