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Windows 7: Presonus support tells me that my OS needs to be reinstalled

04 May 2015   #1

Windows 7 Ultimate 64bit
Presonus support tells me that my OS needs to be reinstalled

Hi All,

I have a Dell OptiPlex with an i5 and 16 gig of memory and a terabyte hard drive. I've been using it for the last 3 years (it is 3 years old) for music and only music. I have used only Cakewalk Sonar for years and years now up to Sonar Platinum. I also use SoundQuest midi library, Garritan sound library and a bunch of all purchased sound libraries that are solid pieces of software. I purchased a Presonus 24 track mixing board and received a free copy of their software called StudioOne. I liked it and decided to purchase the professional version.

I've been having some problems with it and have gone back and forth with their support. They asked me for an NFO file as well as belarc advisor and some other information to help fix the issue. The NFO file I sent was too large for uploading so I zipped it. The answer I got today is and I quote.
"Hello Steve,
If your NFO is larger than a few megs then there is a problem with your OS.
NFOs only get to be so large when there is a huge compiling of errors.
Reinstalling your OS is the only way to fully fix this issue.
I'm sorry for the inconvenience.
Best regards,
Matt Caprio
Technical Support Representative
PreSonus Audio Electronics
18011 Grand Bay Court
Baton Rouge, LA 70809

I've only used this machine for music and only once in awhile went on the web to get software updates from the many music software products I have purchased. I am willing to reinstall the OS, but only if it is necessary.

Has anyone heard of this being an issue.


Steve Lewis

My System SpecsSystem Spec
05 May 2015   #2

Windows 10 64 bit

I use Sonar Platinum. I had a trial copy of StudioOne installed but have dumped it.

I don't know why the "NFO" (System Info) file size would be an issue. Doing a google search nothing I find about it references the size.

Apparently everything except StudioOne runs OK, putting the finger back on StudioOne. Presonus' response, to me, sounds like a cop out and is either an "I don't know what is wrong" or "I don't want to investigate it" so they tell the customer its some other problem and the customer is left holding the bag trying to figure out what is really wrong. Or another way, the old programmer's lament "my program won't run so there must be a problem with the computer".

My System SpecsSystem Spec
05 May 2015   #3

Windows 10 64 bit

Added: What specifically is the problem? I doubt that I can answer it, but you never know.

The forum would be a good place to post the StudioOne problem. More people there knowledgeable about StudioOne.
My System SpecsSystem Spec

05 May 2015   #4
Microsoft MVP


The standard I use to decide whether to reinstall is if the OS is always instantaneous and never hangs or errors. If less than this then you can probably benefit from a Clean Reinstall Windows 7.

The benefit is that you'll have the best install possible if you stick with the steps, tools and methods in the tutorial, certainly much better than the Dell factory install which like all factory installs is crippled by bloatware corruption and duplicate utilities that interfere with Win7's superior version.

You can also try to Clean Up Factory Bloatware which offers optimizations and cleanup that might satisfy installing the new program.
My System SpecsSystem Spec
05 May 2015   #5

W7 32 bit, Linux Mint Xfce 18 64 bit

Don't use dells driver update software, in my experience it doesn't work to well. In this case windows update drivers work better. Before I got the dell re-installation disk, I uninstalled the dell driver update program from the oem install. However, if you can not find a driver via windows update or at the hardware manufacture website. Then go to dell website to manual download the driver. Caution on updating the Ethernet driver and wifi drivers-I would recommend downloading them manually wherever you get them from.
My System SpecsSystem Spec
05 May 2015   #6

Windows 10 64 bit

I fail to see the need for a reinstall if (apparently) everything is working OK except the newly installed program.
My System SpecsSystem Spec
05 May 2015   #7
Microsoft MVP


He mentioned it as an option so I offered some pointers to help him decide. He may still have the Dell Factory install so has never experienced Win7 native perfect performance on that PC.
My System SpecsSystem Spec

 Presonus support tells me that my OS needs to be reinstalled

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