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.
I need spare parts for my device, where can I get them?Britta2023-09-27T17:11:07+02:00
Create a new attribute with the correct spelling and assign it to the patch it belongs to. Make sure that no patch uses the attribute with the typo. On the next reboot, the mistyped attribute will be removed from the list.
I want to play a sound that produces the same pitch over the entire keyboard. How do I do that?Britta2022-12-04T20:59:02+01:00
Open the Mod Matrix and make three modulations: Keytrack -> Pitch or three times Keytrack -> Osc 1/2/3 pitch if you just want to do it for one of the oscillators. Two of the modulations should have -100% and one about -89%. Afterwards every key will produce the same pitch. To tune the base pitch use another modulation with Constant as the source.
Does my device send audio via its USB connection?Britta2023-09-27T17:12:30+02:00
The Expression Pedal must be assigned somewhere, otherwise it won’t have any effect. Go to the Mod Matrix and set a modulation with Pedal as a source and assign it to any destination you like.
If you want to control the volume with the pedal, set the pedal to zero. Create a modulation with Constant->Volume and adjust the amount into the negative area until the output level of Quantum is completely silent. Attention: Negative values for volume will also produce audible sound! You will have to hit the zero level exactly. When done, push the pedal to 100%. Set another modulation with Pedal->Volume. Slowly increase the amount until you can hear something. When the pedal is fully engaged, you can control the maximum loudness with the amount. Keep in mind while using this method, nothing will be audible when the pedal is not plugged in.
Or just use one modulation Pedal->Volume with a negative amount, then the volume gets softer as you press the pedal. In this way something will be audible as well when there is no pedal plugged in.
IMPORTANT: Remember to save the sound after the modulation has been set. The modulations are stored with the sound and have to be done individually for every sound.
Which footswitch and expression pedals can I use with my device?Britta2022-12-04T20:23:17+01:00
First, please update the OS. We often release a new firmware with new features and we definetly recommend to do an update. The procedure takes less than a minute. You find the latest updates in your “myWaldorf” account under “myHardware”.
The OS is really stable so crashes rarely occur. If the device crashes anyway, please generate a system logfile by pressing Global>System>Support Log. Include your name and crash date in the file name when saving. Send us your file and we will have a look at your issue.
This device does not react to Program Change Messages!Britta2023-09-27T16:55:19+02:00
You will have to use the Favorites list in order to get the Prog CH working.
Load a patch that you want to call up later. Go to a screen that is not Load/Save – for example, go to the Osc1 page.
Press on the Perform button or the central value encoder. This opens up the Favorites screen. Tap and hold an empty field to insert your current patch onto one of those fields. You can also use the Favorites function on the Load screen.
This device uses only to the entries in the Favorites lis when Prog CH messages are used. As soon as you have put the most needed patches there, you can call them up by MIDI.
My device isn’t recognized via USB.Britta2023-09-27T17:14:32+02:00
Make sure that your device is connected to your computer directly and not through a hub.
Use the rear USB ports of your computer, not the front USB ports.
Disconnect all other USB devices from your computer which aren’t needed at the moment.
Change the USB cable or try from a different 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.
How can I import patches from the DX7?Britta2023-09-27T16:57:11+02:00
First of all, before you start, make sure the Mod wheel is at the lowest position and the pitch bend is in the middle position.
Go to Global>System>Calibrate>Wheels & AT.
Now move the pitch bend first up to the highest position, then let it snap back into the middle position. Now move it down to the lowest position. Repeat that five times. Make sure to push it all the way towards the upper and lower boundaries and don’t press or turn anything else on Quantum while you are doing it. Then move the mod wheel to the uppermost and lowermost position five times, again don’t press or turn anything else on while you are doing it
Afterwards, press more than five keys at the same time with high and low pressure to set the sensitivity for the aftertouch range.
Press Done when finished and then reboot Quantum. Now tap onto the VU meters in the lower left corner of the screen and switch to the MIDI Monitor. Check if everything works as it should. Pitch bend and mod wheel should not produce any messages unless they are being moved. If pitchbend, mod wheel and aftertouch are not working correctly, repeat the calibration process and follow the steps above exactly as mentioned.
When I turn the analog filter cutoff, the filter doesn’t change!Britta2022-12-04T19:07:16+01:00
Import: Copy the patches onto an SD card. Copy the patches in a way that all patches from one bank are within one folder on the card.
If you have bought a sound set, copy the entire directory with the sounds to the card. If there is a subfolder with samples, copy the entire directory so that the file structure is kept.
On your device, press Load>Actions>Import. Navigate to the card and mark the folder which contains the patches you want to import. Now the device asks where these files should be saved. Enter the number of the first slot into which the files should be imported. Press Import. The device now automatically imports all patches from the selected folder.
If OS 2.0 or higher is installed, the samples from the sub folder will be imported automatically as well and you can also use an USB stick instead of the card.
When you import an entire folder, all patches will be inserted into the slots in alphabetic order. Gaps between patches will be omitted and everything will be imported in one block.
Export: Please go to Load>Actions>Export. Here, you can select and export your patches.
From Version 2.0 and later, samples that belong to a patch will be exported automatically with the patch.
Where can I find the download section and the manuals?Britta2023-09-27T17:17:14+02:00
The Quantum update file contains the OS with the software for the synthesis, GUI, etc. and a separate software for the panel controller which drives the buttons, LEDs and potentiometers. Both of these are just in one file, the quantum.update.bin. If there is a newer panel software available in the update file on the card, Quantum will notify you about this panel software update when you update the main OS. In this case, you can push the Flash Panel button. Otherwise, this function does not have to be used.
Why did Quantum arrive in a cloth bag instead of plastic?Britta2022-12-04T21:12:04+01:00
We felt that wrapping this exclusive instrument in plastic would have been inappropriate and wouldn’t have done this instrument justice. Also, the cloth bag protects the instrument from being scratched better than a plastic bag could do.
How can I update my Quantum/Iridium?Britta2023-09-27T17:05:57+02:00
In general, you can use any commercially available SD card.
It should be formatted FAT32 or exFAT, which is standard when you buy a card. Special certifications (high speed cards – SDXC) for increased speed are not necessary and are more likely leading to misbehavior. A simple inexpensive SDHC card is usually quite sufficient.
However, we do not recommend using an SD card for storage purposes. The USB interface is much better suited, as it is more reliable and faster. An SD card is only needed when restoring the factory settings (full init). In this case, an SD card and a USB device are required. Of course, it can be practical to use an SD card if a keyboard or other USB controller is already connected to the USB host interface.
Since we have not tested all SD cards and the market is quite large, it is difficult to give a comprehensive recommendation.
The line output signal level on my device is very low or distorted or noisy.Britta2023-09-27T17:43:14+02:00