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Choose your operating system

Windows Mac

What is the issue?

There is little or no microphone signal General recording problems

What is the issue?

Microphone is not detected/No signal General recording problems

Restart computer with mic plugged in. Is issue resolved?

Yes No

Raise the slider 3/4 up and sing into mic. Does the input meter move?

Moves normally No movement or constant signal doesn't change Barely moves

Run mic check. Is issue resolved?

Yes No

Try adjusting input level in Windows control panel. Is the issue resolved?

Yes No

Check each mic/device in the dropdown (any 'bad' cards/emulated/software/built-in/3rd party mics? - Remove them) Is the issue resolved?

Yes No

Plug into other ports, restart SmartMusic, re-check drop-down menu. Is the issue resolved?

Yes No

Run Windows update and sound card drivers. (Transition to case and get dxdiag) Is the issue resolved?

Yes No

Does the mic work on another computer?

Yes No

Right-click speaker icon in tray > Choose Recording Devices > Double click input device. Look for Boost (enable) and Enhancements (disable).
Does this resolve the issue?

Yes No

Check with actual instrument. Is the issue resolved?

Yes No

Quit SmartMusic, disconnect and reconnect mic. Launch SmartMusic. Is the issue resolved?

Yes No

Update to latest version of SmartMusic. Is the issue resolved?

Yes No

Ensure customer is using a SmartMusic microphone. Does this resolve the issue?

Yes No

Is the microphone plugged in and positioned correctly?

Yes No

Check all jacks and positioning. Ensure mic is not connected to a USB hub. Does this resolve the issue?

Yes No

Settings > Microphone. Check different input devices - cannot use "built-in" mic.

Gets signal No signal

Do an assignment.

All red notes (off by same interval) Incorrect/inconsistent assessment results Drift (green then red)

Does the microphone work in Sound Recorder or on another computer?

Yes No

Restart computer with mic plugged in. Does this resolve the issue?

Yes No

Settings > Microphone. Is SmartMusic USB Microphone listed?

Yes No

Disconnect microphone, close SmartMusic, reconnect microphone (not to a hub) and restart SmartMusic Does this resolve the issue?

Yes No

Close SmartMusic. Finder > Applications > Utilities > Audio/MIDI Setup. Is SmartMusic USB Microphone listed under Audio Devices?

Yes No

Increase the input level and ensure that Format is set to 44100.0 Hz. Does this resolve the issue?

Yes No

Does the microphone work on a different computer?

Yes No
Well done, champ. The customer needs a USB adapter or new soundcard. If mic works on a different computer, it is defective. Consult the Product Specialist. The microphone is defective. Check that A=440 and that the correct instrument is selected. Move to a case and get a dxdiag. Confer with Product Specialist.