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Unfortunately, Sound On Sound magazine staff do not have spare time to answer, one-to-one, specific questions about music equipment, software or give advice on techniques.
If you have a problem with your equipment you should always check the manufacturer's web site first for advice and software upgrades.
However, SOS does have a very active community of musicians and recording engineers who may be able to help and contributors and editorial staff do participate there.
Why not visit our SOS Forum and see if someone has already posted a similar question or login and start your own thread.
Please note: If you wish to post a message you will first need to log in with an account or register a new one (SOS site registration is free).