FAQs – Page 2 – Waldorf Music

Q: Important shipping Instructions!

It is best to ship your device in its original packaging. If you do not have a suitable shipping box, you can order one here . We recommend purchasing adequate shipping insurance. For more information, please contact your shipping provider. We are not liable for shipping damage caused by inadequate packaging.

Q: How the upgrade process works?

Since this requires a hardware upgrade (v2 - SOM replacement), your synthesizer must be sent to us at Waldorf headquarters. This applies only to customers within the EU. In principle, end customers cannot perform the SOM board replacement themselves. To ensure a smooth process, the dates for the upgrade will be coordinated with you personally. Reserve your upgrade by pre-ordering. (We'll let you know as soon as we have capacity available again.) The pre-order amount will be deducted from the final upgrade price. As soon as an appointment for your upgrade is available, we will contact you via email with an order confirmation and a secure payment link for the total amount. After we receive your payment, we’ll send you an RMA form. Please fill it out and include a printed copy or the RMA number with your shipment. Pack your instrument carefully before shipping it to Waldorf headquarters. If you do not have a suitable shipping box, you can order one here: link to repair-shop Our service team will install the new SOM board and perform the upgrade. Once the process is complete and your instrument has passed the subsequent test run, we will return your instrument to you with free shipping (within the EU). Important! Be sure to back up your data (patches and samples), as these will be deleted during the SOM Board upgrade. Waldorf Music cannot back up your data, so we strongly advise you to create a backup in advance. The billing address has to be the same as the shipping address.

Q: How can I restore the factory presets

Warning! Restoring the factory sounds will delete all existing presets on your Protein. It’s best to back up your user presets beforehand by recording them as a MIDI dump using a suitable program (MIDI OX for Windows, or Sysex-Librarian for macOS). The Send/Send Range function is located in the Presets/Actions menu. How to proceed: While powering on, press and hold the three encoders (Target, Source, and Type) on the right side for a few seconds. You’ll then find the “Load Factory” function at the very bottom of the Actions menu.

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