First, make sure you’ve tried all the procedures above that are related to your issue.
If nothing helps and your device is still covered by warranty, please contact the retailer where this device has been bought.
All our devices come with 2 years of warranty. Depending on local law, some retailers only cover 1 year of warranty service. If your device has been bought more than one but less than two years ago, and your dealer refuses to do a warranty service repair, please contact the distributor for your area. You will find a list of them here: https://waldorfmusic.com/en/international-distributors
If your device is out of warranty, please, use the button in the upper right corner. Please, give a precise description of the error. If it’s really necessary to send in your unit, we will issue an RMA form.
Wrap up your device safely. Ensure that it’s padded at least 5cm/2inches in ALL directions all around. Use a sturdy cardboard box and parcel tape. Do not use gaffers tape as this often becomes detached during transport. You are responsible for transport damages that result in improper wrapping. Best if you use the original padding and box, then wrap up the device as it was when you received it.
Fill out the RMA form on your computer. Print it out, sign it and put it INSIDE the box. We reserve the right to refuse working on devices which come with no error description.
IMPORTANT: When sending in your device from outside the EU
All packages must have a proforma invoice stuck on the OUTSIDE of the box. This is important for the customs duty. The contents of the parcel must be named and described exactly on the invoice, with declaration of the date of purchase and condition of the unit.
We would recommend to describe your device as defective and mark the contents of the parcel at a total value of 25€ or less. Otherwise, there will be extra fees (tax) from customs duties which we must pass onto you. No tax will be charged for goods with a value less than 25 €. Keep in mind that in case the parcel gets lost, the insurance of the post service (if applicable) will only refund the value marked in the declaration.
If the above points are not considered, please be aware that we must charge you the extra costs which arise through customs duty for storage and the additional handling etc. This would be an amount between 60 – 100 Euro.
Where can I find the download section and the manuals?Britta2023-09-27T17:17:14+02:00
Iridium and newer revisions of Kyra have a VESA 75 recepticle on the bottom, that’s the standard that TV supports have. Most VESA supports support two standards at once, one with 75mm and one with 100m distance between the middles of the holes. You will have to get one that has the holes for 75mm only, otherwise that won’t fit.
There should be Vesa mounts with an arm available that can be clamped to the edge of a table, so you can position the anywhere where the arm goes, as long as it’s stable. However, we can’t tell one exact model that fits. When choosing, make sure that this support can carry the weight of your instrument safely.
You will need M4 screws for the VESA holes. Important: The screws that you use for the VESA holes must not be longer than 8mm plus the thickness of the VESA mount. Otherwise, the screws may touch the components on the board which may lead to serious damage and/or injury.
How do I power Kyra on and off?Britta2022-09-30T14:44:38+02:00
Check if the power supply is connected and powered. Then press the two buttons near the power symbol, Octave Transpose <- and -> simultaneously for 2 seconds. Then, Kyra will power up within a few seconds.
To switch Kyra off, please press and hold both Octave Transpose buttons until Kyra powers down. Do not pull the power cable or disconnect mains power while Kyra is switched on as this can result in data loss.
Kyra plays no audio on the analog outputs.Britta2022-09-30T14:42:33+02:00
Kyra is based on an FPGA, a programmable logic array. This means that you can use all features of Kyra at the same time. So – yes, you can use ALL the oscillators, modulations, filters etc. simultaneously. You can go full throttle at all times. Good luck… and watch that you’re not getting knocked off your feet.
When I edit a Patch, I hear changes to the sound on a different Part to the one I’m using. What’s going on?Britta2022-09-30T14:40:31+02:00
Please remember that when you change a Patch parameter (which includes Effects), you’re editing a Patch, not a Part. Different Parts can be based on the same Patch. If you have the same Patch loaded into another Part or Parts, the change will be heard immediately on all Parts that are configured to use that Patch.
If you don’t want this to happen, please make a copy of the Patch before you change it and load it into the Parts that should use the original Patch.
How can I use Kyra as an audio interface?Britta2022-09-30T14:39:20+02:00
Windows users must install the Kyra driver first. You can find it in our download section.
Make sure that your device is connected to your computer directly and not through a hub.
Ensure you are using a USB 2.0 or above compatible port and cable.
Use the rear USB of your computer, not front USB connection.
Disconnect all other USB devices from your computer which aren’t needed at the moment.
Try a different USB cable, USB port or another computer.
On Mac: Click on About this Mac in the Apple menu. Select System Report. Go to the Hardware dropdown menu on the left and unfold it. Select USB. Check if your device is listed there.
On Windows: Press the Win key+R. Enter devmgmt.msc and press OK. Check if your device is listed there. If it shows up as an “Unknown Device” and if there’s a black and yellow warning sign, deinstall the driver. Then unplug the instrument, reboot your machine and plug it back in.
What’s the dimensions and measurements of Kyra?Britta2022-09-30T14:32:53+02:00
Please use only the provided power supply. If this didn’t come with your device, please contact your dealer.
The cable between the power supply and your power socket is a common “figure of eight” or C7 plug type. If you happen to have the EU version of the PSU but live outside the EU, you can just get the matching cable to connect it to your socket. The power supply is a wide-range type for every range and combination between 110-240V and 50-60Hz.
This device can’t be powered via USB.
The line output signal level on my device is very low or distorted or noisy.Britta2023-09-27T17:43:14+02:00