this was the second email ello michael watts, Probably your device has a defect and needs to be repaired or replaced. Only if your device is still under warranty* please contact the dealer, where you bought it. Please ask the dealer to provide you with a new package. Refer to this email correspondence if necessary. Please return your old package completely to the dealer, i.e. including a copy of the invoice, the defected device, installation disc(s), manual, USB cable and serial number card etc.. Please let us know if you could return the package to your dealer for an exchange or not. In any case, please send us the hardware serial of your device (see below how to find out the hardware serial of the device). If your dealer cannot exchange the package with a new one or if you have bought the product at the NI Online Shop, go on reading: To start the return directly with Native Instruments, please send us: - the purchase date - the hardware serial of the defected device. (A copy of your invoice will have to be sent later along with the returned device as proof of warranty.) After we have received the hardware serial and the purchase date of your device we can provide you with your Return-Authorization (RA) number. Native Instruments only can take over your shipment costs if an RA number has been assigned to you before(!) sending. Packages returned without RA number further will not be identified correctly and might not be processed properly. You will find the hardware serial on the name plate on the bottom of the device. Example for Audio 8 DJ: "NITA807B1234" Example for Rig Kontrol 2: "NRCII6F1234" Example for Kore 2 Controller: "NIKC27I1234" Thank you! *If your device is no longer under warranty you may want to get a repair. Please let us know if this would be the case. Best regards Jan, Native Instruments Support Team