Keith McMillen Instruments offers one year of support for in-warranty products purchased new from an authorized US dealer or international distributor. We do not offer support for used products. For new products purchased through 3rd party marketplaces like Amazon, Reverb, and eBay, you must provide the name of the seller so that we can confirm if they are an authorized dealer. Detailed information about our warranty, return and replacement programs can be found on our warranty page.

In order to obtain support, tickets MUST include a valid serial number and proof of purchase in the form of an order confirmation or receipt from an authorized dealer. The order confirmation must include the date of purchase and the name of the authorized KMI Dealer that you purchased your product from. 

Before submitting a ticket, make sure to check our downloads page and confirm that you're running the latest version of your device software editor. Using the editor, try forcing a firmware update and loading a factory preset to see if your issue is still present.

We also have a Youtube Playlist of support videos that address common issues, and a Facebook user group where you can find helpful answers from other KMI users.

When submitting a support request, please provide a detailed step by step description of how to reproduce your problem. Simply stating that you have a problem will only slow down our ability to help you.

It is very helpful to include a video or screen recording that demonstrates your problem. You can host these videos for free using services like YouTube, Google Drive, iCloud Drive, OneDrive and Dropbox. When recording your video, walk us through the steps to reproduce the issue, starting from powering on your device and/or starting the software. Include any custom presets that you might be using.

Enter your name.

Do you need support or are you reporting a bug that can be easily reproduced?

Select the KMI product you are inquiring about.

Enter the serial number for your product -- located on the sticker on the bottom of the product. A valid serial number is required before we respond to a support request.

What operating system are you using?

Please enter the specific version of your operating system and any relevant details about your OS setup.

Please tell us where you are located. This information helps us determine shipping and repair costs in case we need to arrange a replacement or help you find a local service center, dealer or distributor.

Where did you purchase your product from? This is required to establish if your product is in warranty. If your dealer is not listed, please include their contact information in your ticket description.

When did you buy your product? This information helps us determine if your product is in warranty.

Summarize your problem in a few words.

Describe to us how to reproduce your problem. Please be very detailed and provide step by step instructions, or better yet provide a video showing us the problem. Please note, our support resources are limited. Tickets with a complete description of how to reproduce the problem will get a faster response than tickets that only state that there is a problem.

Enter any email addresses you would like copied on this ticket (use commas to separate multiple addresses).

Confirm if you are including a copy of your receipt showing that your product is still within the one year warranty.

Add file or drop files here