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.