SUPPORT

Before submitting a support request, we recommend you consult our Support FAQ and our Quick Start video series (both below).

Looking for product manuals? They’re all here.


If your Rupert Neve Designs product requires service:
service@rupertneve.com

For guidance or information on any of our products:
info@rupertneve.com

THREE YEAR WARRANTY

3

When Rupert started the original Rupert Neve & Company, many of his designs went to the broadcast industry. One of his greatest fears was that the phone would ring in the middle of the night and he’d hear, “We’re off the air, Rupert – your console is down. What can be done?”

Because of this fear, build quality was always of the utmost importance to Rupert, and we are proud to carry on this tradition of legendary reliability. Our equipment’s failure rates are among the lowest in the history of the industry, and nothing indicates this more than the live sound professionals who take our equipment all over the world, day after day, 365 days a year.

But if anything ever does go wrong, we’ve got you covered with a 3-year factory warranty. If you need help, get in touch and we will make it right.

Learn more about our Quality Assurance.

Some of the most commonly-asked support questions are listed below, but you can also consult the ‘Resources’ section on our individual product pages for product-specific FAQs.

 
I can't get my RMP-D8 to sync in the remote control app. What do I do?

It is likely the RMP is not on the same subnet mask as the computer. Download this RMP-D8 Network Configuration Guide for help with this.

I’m having trouble installing the ‘RMP-D8-2.0.pkg’ file on my Mac. What should I do?

1. If you see this Dialog pop up after clicking on the RMP-D8 v2.0 installer, click ’OK’ to close the dialog.

2. Control/right click on the ‘RMP-D8-2.0.pkg file’ and select ‘Open With Installer’.

3. Once you see this dialog pop up, click ‘Open’ to launch the installer and finish installing the RMP-D8 remote control app.

My RNHP sometimes makes a strange noise through the headphones when I turn it off. Is it broken?

This can sometimes happen if you turn off the RNHP when you have headphones plugged into it – it is the sound of the capacitors discharging, and is perfectly normal. But we do recommend unplugging your headphones before turning off the RNHP.

Some channels on my 5059 or 5060 aren't audible in my stereo mix. What's wrong?

Double-check that the channels’ Insert switches are not engaged. If you accidentally engage one with no insert connected, or with the inserted equipment improperly set up, no audio will be returning to the unit, and therefore the channel will effectively be muted in your mix.

Additionally: on the 5059, make sure you are sending the channel to the desired stereo buss (1 or 2).

The compressor light on my 517 or 5017 isn't coming on when I engage the compressor. Is there a problem?

The compressor LED does not turn on merely by engaging the compressor switch: it turns on when the circuit is actively compressing, and the compressor is active when the signal rises above the set threshold. So, lower threshold = more compression = LED on.

If you aren't getting compression with the threshold all the way down, make sure you have added enough gain to your signal, and also that the Blend control is set fully to the signal (or mix of signals) you are looking to compress.

I'm turning the knobs on my compressor and I don't hear any compression. What's wrong?

If applicable, make sure the compressor switch is engaged. Also make sure that the Blend control, if applicable, is turned to 100%. You may also be feeding the unit too low a signal level to trigger compression, so try reducing the Threshold and/or raising the signal level going into the compressor.

I see some scratches and scuffs on the inner metal cover of my brand new 500 Series module. Why? Is this normal?

We utilize an electrogalvanized chassis to shield the internal circuitry from interference. With this process, it isn’t possible to “finish” the chassis metal (i.e. polishing or anodizing) so the machining marks from forming the metal will be visible. In normal operation inside a 500 series rack, this metal will never be visible.

I have two mono compressors and they aren't linking when I press the LINK switch. What's wrong?

If you’re using a non-500 Series unit like a 5051 or Shelford Channel: make sure you have a second compressor (of the same make and model) connected to the appropriate LINK jack on the rear panel, and that LINK is engaged on the second unit as well.

If you’re using a 500 Series unit like the 543 or 535 in an R6 or R10 rack, make sure the LINK jumper is in the correct position inside the rack, and that the modules are loaded into the corresponding linked slots. Consult the R6 or R10 product pages and/or manuals for further details.

If you’re using 500 Series modules in a non-RND rack, check with the manufacturer of that rack to make sure linking is supported.

 
 

Looking to get up & running fast with our gear? Our Quick Start video series is here to help. Remember: with any gear, you should always feel free to experiment to find the sounds you're looking for...have fun!

Not seeing a Quick Start video for your particular Rupert Neve Designs product? Don’t worry, we’re working on creating them for ALL our gear.

In the meantime, please contact us if you have any product setup questions.

 
 

If you’re looking for an older version product manual – e.g. an early 5088, or anything else you don’t see here – please contact service@rupertneve.com