Rane Support

Rane

200 Scenic View Drive
Cumberland, RI 02864
United States
Tel: 401-659-8192
Fax: 401-658-3640

dj.rane.com

Optimized support for DJs and the most current information on Rane DJ products and events.

go to dj.rane.com

Serato Technical Support

SERATO SCRATCH LIVE or SERATO DJ

Support for Serato DJ and Scratch Live software is provided for the life of your Rane hardware. Several support avenues are available:

  • Check the Serato FAQ below (scroll down), the answer might be there.
  • 24-hour Serato Forum has support from Rane and Serato staff and thousands of other DJs.
  • 24-hour Support Help Requests, FAQs, Videos, Articles are at serato.com/support.
  • International customers may receive phone support from your distributor during their business hours.
  • Serato direct support by email is answered most non-holiday New Zealand weekdays, Monday through Friday.
  • Serato direct support by a phone call to New Zealand is answered most non-holiday weekdays, Monday through Friday 10AM to 6PM, New Zealand time. The phone number and office hours are at this Serato page, and a note at the bottom shows if the office is open or closed. From the USA or Canada, dial 011 first, and then their number. This link will help you from other countries and time zones. Note that most cell phones are not able to call internationally, so use a land line.

Rane warrants the hardware made for Serato DJ or Scratch Live (SL1, SL2, SL3, SL4, MP4, TTM 57SL, Sixty-One, Sixty-Two, Sixty-Four, Sixty-Eight) purchased in the U.S.A. against defects in material or workmanship for two (2) years from date of purchase. A completely filled out and returned warranty card or online registration increases this warranty to a period of three (3) years.

SERATO VIDEO

Serato Video is compatible with Rane hardware for Scratch Live, but is only sold and supported by Serato. Rane is unable to provide technical support for any video products, including Video-SL or Serato Video. Technical support options are at serato.com/support.

THE BRIDGE

The Bridge is a product of Serato and Ableton. The Bridge can work with Rane hardware, but Rane is unable to provide technical support. Technical support options are at ableton.com/support.

SERATO ITCH

Rane does not make hardware for Serato ITCH. Technical support options are at serato.com/support.

SERATO DJ INTRO

Rane does not make hardware for Serato DJ Intro. Technical support options are at serato.com/support.

The Rane and Serato Relationship

  • "Scratch Live" is a digital DJ solution that comprises of software, hardware and Control Vinyl / CD.
  • "Scratch Live" is the result of a collaboration between Serato and Rane.
  • Serato is the company that invented "Serato Scratch Live" and develops the software application.
  • Serato holds copyright on the Serato Control Vinyl and CD.
  • Rane is the company that manufactures the hardware necessary to operate a fully functional Scratch Live system utilizing Serato Control Vinyl and CD.
  • Rane & Serato both provide technical support for Scratch Live hardware and software.
  • Rane does not provide technical support for Serato products that do not require Rane hardware.

FAQ: Serato Scratch Live

  • Why does the track play backwards when I put the needle on the record?

The red and white RCA cable could be connected the wrong way around. Check the RCA cable from the turntable to the SL unit or the Scratch Live mixer. The red plug could be connected to the white connection and visa-versa. Red plugs need to be connected to red sockets and white plugs to white sockets.

  • All my tracks turn pink and say File Not Found when loaded to a deck, help!

Please use the Relocate Lost files feature within SSL. This article will walk you through the process: How-to: Use the Relocate Lost Files Feature.

  • When using SSL on my Mac, I keep getting small audio clicks and dropouts with a red USB light flashing, what can I do?

Go into the setup screen and increase the USB buffer setting (to the right, and hit Apply). If this does not remedy the issue, please follow these instructions: Troubleshoot USB dropouts / audio glitches (Mac).

  • When using SSL on my Windows computer, I keep getting small audio clicks and dropouts with a red USB light flashing, what can I do?

Go into the setup screen and increase the USB buffer setting (to the right and hit Apply). If this does not remedy the issues, please follow these instructions: Troubleshoot USB dropouts / audio glitches (Windows).

  • My decks aren't playing or calibrating correctly. The audio sounds garbled, sketchy, underwater or plays backwards.

Make sure your decks are properly calibrated. This article will walk you through the process: How-to: Calibrate Scratch Live.

  • My decks refuse to calibrate properly, what do I do?

Use the scope views to help trouble shoot the problem. These articles will guide you through the process: Diagnosing the Scope Views or this: Troubleshooting common playback problems using the Scope views.

  • Scratch Live crashes when I open or close the program, what can I do to fix this?

Try rebuilding your databaseV2 file, here's how: Creating A New Database V2 File.

  • My Windows computer will not recognize my Rane USB device for Scratch Live. It keeps saying "Rane hardware disconnected."

Use the driver updater to install the necessary drivers for your Rane hardware, here's how: How to install and update drivers (Windows).

  • I ran the Driver Updater and Windows still does not recognize the Rane hardware, what can I do?

Disable Windows' UAC and then re-run the Driver updater: How-to: Disable User Account Control (UAC).

  • Me and another DJ are using a Rane Sixty-Eight and we can't figure out how to swap deck control.

Please follow the instructions in this article: How To: Switch DJs Using The Rane Sixty-Eight.

  • I just opened Scratch Live and my crates my library and crates are missing/incomplete/totally hosed.

Use the _Serato_backup folder to recover your library, here's how: Restore and Backup your Scratch Live Library.

Frequently Asked Questions

Click the Serato tab above for Serato Scratch Live FAQs.

Unit-specific questions are addressed on each product's page. Here you can find manuals, applications, pictures and updates. Click the "Technical Support" button on each page to jump to that section. These pages are not optimized for smartphones and may require zooming in.

FAQ: All Units

  • How long is the warranty?

In the USA, two years parts and labor for non-registered units, and three years if you register. Here are the details.

  • Where can I buy model ###? Can I buy direct?

Rane only sells through our dealer network. Here is our dealer locator, and our regional representatives or the Rane factory can recommend a dealer.

  • Where can I get the ### software?

Every unit's product page has links to current and previous software it uses. For older units, check here.

  • My faders/slide pots are getting noisy / sticky / hard to move. What can I do?

Perhaps your Crossfader doesn't need replacing, it just needs a good cleaning. Here are the instructions.

  • I need to modify a unit. Who do I talk to about this? And / or I have a modified unit and need to get it serviced, where can I take it?

Modifications are against company policy, with very few exceptions. The ones we authorize and condone, as well as support are listed in the respective manuals or on our website. We do not support any automotive applications nor provide information to the do-it-yourself crowd for reasons of liability. Units which have been previously modified whether correctly or not, can be sent to the factory and returned to stock condition. We do not preserve unauthorized modifications or restore malfunctioning ones. This type of work needs to be sent to a custom shop or specialty technician. We do not have lists of this type of personnel nor do we support work in this area, (i.e. if it isn't stock, you're going to have a hard time getting support for the unit, unless you want it reverted back to original factory condition).

  • I need a schematic and / or manual for a unit, but don't see it on your website. What can I do?

All products have PDFs of data sheets and manuals under the "Data Sheet and Manual" tab on each product page. If a schematic is available (analog products only) then the schematic is also in this location. Previous versions and discontinued units are listed in Discontinued Products. Every letter in the model designation makes a difference, so be sure to view the same documentation for your particular unit, (i.e. don't use an MP 22z manual if you have an MP 22). The relevant documents are: Data Sheets for specifications and block diagrams, Manuals for operational details and instructions, and Schematics for internal wiring diagrams and circuitry references. Schematics for some units contain proprietary information which may not be completely divulged for confidentiality reasons. If you don't find it in any of these places, email Chris at the factory.

  • My mixer has an external power supply and I'm hearing hum.

Older units with external power supplies (the Rane RS 1) don't get grounded through the power cord. Since no third prong exists on the AC power plug, you must connect a separate wire to the small silver screw on the rear of the unit, and attach the other end of this wire to a good known earth ground, or to an amplifier that has a 3-prong grounded plug. Some examples: a steel AC conduit, cold water pipe, steel building girder, or the center screw on an outlet. Painted rack rails don't work, nor does rusty metal. Our Technical Support Department receives calls about units damaged because they weren't properly grounded. Don't take chances, follow the directions completely. This article explains remote supplies.

  • I need a part (fader, power supply, power cord, knob, etc.) for my unit, but I can't get the dealer to order it. What do I do?

Customers can order parts directly from the factory between 8:30 and 5 Pacific time, weekdays. Alternately you can email Shaun. All orders or inquiries must have the serial number. Parts orders can only be taken for customers in the U.S. International correspondence should be directed to your International Distributor. Tip: When ordering parts, describe the piece exactly as it is on the product. (Example: Master Slide Pot; PCB Mount Headphone Jack; Phono 1 RCA Jacks.)

  • I bought a unit, but it doesn't have a serial number. Can send it in for warranty service, i.e., will it be covered?

We can't cover units that have the serial number removed, as there isn't any way to determine its revision or age.

  • Where do I find the serial number on my unit? What does it look like?

Rane product serial numbers have taken on various forms over the 20 plus years we have been manufacturing units. In the very early days, units contained part of the model number within the serial number, and all of this type start at 1002. A period separates the model letters from the serial numerals, (Examples: AC3.2345 is an AC 23 from 1986, MP.1234 is an MP 24 from 1986 and ME.3333 is an ME 15 from 1987) These are found on a vinyl silver sticker, with black print about 1 1/2" wide and 3/8" tall. There may be as many as five digits after the model designation. The date code is a separate similar tag but only 1/2" wide by 3/16" tall. Numbering represents the manufacturing quarter of the year the piece was made, (Examples: 1-88 is January, February or March of 1988, 4-90 is October, November or December of 1990). Starting January of 1999, we changed to month codes. (Examples: Later smaller sticker 2-99 means February 1999 and 9-99, indicates September 1999). Silver tags were installed on either rear or side panels as matched pairs. On March 15, 1994 we changed to nonsensical serial numbers, dropping the model number from the nomenclature. The first of this type is serial 30001, (an AD 22 for those interested --- having a date code of 1-94). Finally, in October of 1999, we changed to a white thermal paper bar code sticker, listing both serial number and date code together. Isn't togetherness better? These are mounted on the side of the unit. Dimensions are 2 1/2" high by 1 1/2" wide. Each has (21) before the eight digit serial number (Example: (21) 00333333 [an ME 60 from August 2001]). Serial numbers are the bottom row of digits on the bar code decal. So for all those looking at used gear, be aware of what the date code can tell you. Also be specific and complete with regard to model numbers: an MP 24 is significantly different from an MP 24z. Likewise an AD 22 and AD 22d share very little in common with regard to circuitry. Do not tear off or alter serial number tags: it voids your warranty. To the purchaser of used gear we say: "caveat emptor" (let the buyer beware).

  • Can I use more than one set of outputs on my unit? How much signal loss will occur if I do?

When multiple outputs are used, or a Y-cord is connected to drive parallel inputs, in the majority of situations no signal loss will occur. For the technically inquisitive, a minimum load impedance of 10 times the source is recommended. Most Rane outputs are 100 ohms per leg balanced, so net impedance limit is 1,000 ohms (or 1K). You may safely use all outputs at once, with the only concern being mixed-mode wiring with balanced and unbalanced combined can contribute to ground loops (i.e. hum in the system).

  • I saw a Rane unit recently with rubber knobs and different cosmetics. Can I change the knobs on my older unit to the new style?

Unfortunately not. When we updated the look of Rane products we changed to a different style knob (called a Flexi-fit) which will not fit the older units. Controls and artwork have changed and evolved. Like most anything change eventually happens and we thought it was time for a new look. Sorry to those who are confused or inconvenienced, but units with older knobs are still just as good as their newer counterparts.

  • I'm buying a unit in the U.S.A. take back home overseas and need to get it in 230 volt version, how do I do this?

This type of purchase is called a gray market transaction. Warranty on Rane products only applies in the country of purchase and U.S. models only ship with 120 VAC power supplies. Units taken out of the U.S. do not have warranties in the destination country and some distributors may not offer any parts or service support. This is their option. Rane discourages gray market purchases and highly recommends that customers buy Rane items in their home territory, due to a multitude of reasons. Be forewarned that saving a few bucks on the purchase price is easily wasted the first time service is needed. Certain Rane units are Factory Service Only and since the distributor is the only one who can repair them (or send them back to the factory for repairs) gray market units come with substantial limitations. Support your local agents; buy locally.

  • What is the maximum BTU / Hour produced by model [ insert model here ]?

To calculate maximum BTU / Hour, multiply the input power rating in watts on the rear panel of the unit (or on the external power supply, [i.e RS 1]) by 3.41. Example: RPM 88 is rated at 55 watts AC, therefore we expect a maximum of 187.55 BTU / Hour.

If you didn't see it here, read this FAQ at Serato.com.

Rane Limited U.S.A. Warranty

Two years parts and labor for non-registered units, and three years if you register. Here are the details.

U.S.A. Service Centers

Here is our current list of authorized U.S.A. Service Centers.

International Service

Though anyone can send equipment to Rane for repair work by following the U.S.A instructions for a return authorization (RA) number, you may get faster and less expensive service in your country. Units shipped from outside the U.S.A. may incur high import duty and landing charges so we suggest customers outside the U.S.A. to contact their appropriate International Distributor.