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PG Supt KM

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1. FAQs
1. FAQs
- General
  General
- Products
  Products
  - Hardware
    Hardware
    
    RIFF
    RIFF
    
    Can I connect RIFF to a real guitar amplifier
    
    How to charge one's iPhone while using RIFF at the same time
    
    How to connect RIFF to an iPad that only has USB-C port
    
    Is there any Firmware update for RIFF
    
    What cables to connect RIFF with studio monitors
    
    What's RIFF's compatible headphone impedance
    
    Spark 40
    Spark 40
    
    Connection & Power
    Connection & Power
    
    Can the Spark be connected with wireless earphones or headphones
    
    Compatible Headphone Out Impedance (Spark 40)
    
    Does Spark supports up to 1 Megaohm (MΩ) input impedance
    
    PSU tech spec (Spark 40)
    
    Priority of Connection (Spark 40)
    
    System Requirement for Firmware Updater (Spark 40)
    
    Firmware
    Firmware
    
    Can I update Spark 40's firmware with my mobile device?
    
    What's the latest Spark 40 firmware implemented to the production
    
    Sound & Presets
    Sound & Presets
    
    Different EQ between Aux in + USB and Bluetooth.
    
    How to change the default amps on Spark 40’s amp selection knob
    
    Spark sounds too bassy and muffled
    
    What's Spark 40's Analog-to-Digital resolution for audio recording
    
    Why does Spark's parameter 'jumps around' when adjusting the knob
    
    Spec & 101
    Spec & 101
    
    Is the Spark 40 made from any animal materials?
    
    Technical Specification (Spark 40)
    
    What causes the darkening of the wooden part of the Spark amp?
    
    Spark CAB
    Spark CAB
    
    Connection
    Connection
    
    Can I charge my mobile device with the USB-C Port on the rear of the Spark CAB?
    
    Can I connect Spark amp to the Input 1 & 2 on the Spark CAB?
    
    Can I use Spark with other amps
    
    Can I use DC out on the rear of Spark CAB to charge the pedal
    
    Can I use the Spark Input port on the Spark CAB as an Aux-in input
    
    Does the internal speaker of Spark amp mute when connected to Spark CAB?
    
    Is the volume the same when the Spark CAB is connected to Spark, Spark MINI, and Spark GO?
    
    One of the Spark CAB sounds quieter than the other when connecting two together.
    
    Firmware
    Firmware
    
    Is there a firmware update available for the Spark CAB?
    
    Sound & Presets
    Sound & Presets
    
    Can I save my presets from the Spark app to the Spark CAB
    
    Is Spark CAB mono or stereo
    
    Why is there a low hissing / noise coming from my Spark CAB?
    
    Spec & 101
    Spec & 101
    
    Technical Specification (Spark CAB)
    
    What is Spark CAB?
    
    What is an FRFR speaker?
    
    Will the Spark CAB be available in a white/pearl edition?
    
    Spark Control
    Spark Control
    
    Connection & Power
    Connection & Power
    
    Can I use Spark Control when the Spark app is running in the background?
    
    Does Spark Control have external input for expression or volume pedals
    
    How does the other modes (outside Mode 1) on Spark Control work
    
    How long does Spark Control's battery last
    
    Is connection with Spark App necessary to use Spark Control
    
    What charger or adaptor should I use with Spark Control
    
    What's the max connection range for Spark Control
    
    Why is the charger not included for Spark Control
    
    Firmware
    Firmware
    
    Is there any new firmware update for Spark Control
    
    What app & firmware versions are required for Spark Control
    
    Spec & 101
    Spec & 101
    
    Can I use any existing AirTurn product to control Spark
    
    Does Spark Control work as a looper
    
    How is Spark Control different from other existing footswitches for Spark
    
    Is Spark Control made by AirTurn
    
    Technical specification for Spark Control's USB cable
    
    Spark Control X
    Spark Control X
    
    Connection & Power
    Connection & Power
    
    Can I use Spark Control X to control BIAS software?
    
    Do I need to manually pair the Spark Control X with the Spark amp every time?
    
    How to check the battery status for the Spark Control X?
    
    How to connect Spark amp to Spark Control X?
    
    How to force shut down Spark Control X?
    
    What type of battery does the Spark Control X use, and how long does it last?
    
    Spec & 101
    Spec & 101
    
    Change Scenario & Assign Functions
    
    Difference information between Package, QSG and Website (Spark Control X)
    
    Does Spark Control X work with my current Spark amp?
    
    Expression Pedal (Spark Control X)
    
    Factory Default Profiles (Spark Control X)
    
    Switch between Profiles
    
    Technical Specification (Spark Control X)
    
    What's different between Spark Control X & Spark Control?
    
    Spark GO
    Spark GO
    
    Connection & Power
    Connection & Power
    
    How is Spark GO's battery life
    
    How to get Spark GO into Pairing Mode
    
    Priority of Connection (Spark GO)
    
    Spark GO's Bluetooth & Power Indicator
    
    What's the spec of Spark GO's battery (playing & charging time)
    
    Firmware
    Firmware
    
    Why Do I Need to Install Python 2 While Updating the Firmware for Spark Amp?
    
    Sound
    Sound
    
    Is Spark GO stereo or mono
    
    Spark GO has crackling noise under large volume
    
    What's Spark GO's Analog-to-Digital resolution for audio recording
    
    Spec & 101
    Spec & 101
    
    Does Spark GO come with a copy of PreSonus Studio One?
    
    How to force shutdown & restart Spark GO
    
    Spark GO Muted Strum (Voice Guide/Spark GO)
    
    Technical Specification (Spark GO)
    
    Tuner Mode (Spark GO)
    
    What's Spark GO's compatible headphone impedance
    
    What's Spark GO's speaker frequency response
    
    What's the spec of Spark GO's speakers (wattage, SPL, impedance, etc)
    
    Spark LINK
    Spark LINK
    
    Power & Connection
    Power & Connection
    
    Can I use the Spark LINK while it's charging? - Check Basecamp for updates
    
    Does Spark LINK work with active pickups? - Check Basecamp for updates
    
    Does Spark LINK work with high impedance pickups? - Check Basecamp for updates
    
    LED Status (Battery and Performance) - Check Basecamp for updates
    
    My Spark LINK is powered on when I open the box - Check Basecamp for updates
    
    The guitar models are not compatible with Spark LINK - Check Basecamp for updates
    
    Why Does the Spark LINK use 2.4GHz Wireless Technology? - Check Basecamp for updates
    
    Spec & 101
    Spec & 101
    
    Difference information between Package/QSG and Website (Spark LINK)
    
    Technical Specification (Spark LINK)
    
    Spark LIVE & Battery
    Spark LIVE & Battery
    
    Connection & Power
    Connection & Power
    
    Can I connect Spark amp to the Spark LIVE?
    
    Can I switch hardware preset for Ch.1 & 2 on Spark LIVE with Spark Control?
    
    How to install and charge Spark Battery?
    
    Indicators (Power, Wireless, Preset)
    
    Mixer View FAQs
    
    Power Consumption
    
    Sound
    Sound
    
    Line Out Behaviors
    
    USB Recording
    
    What does the Master knobs affect in terms of input and output?
    
    Will the main speaker be muted when the line out is connected?
    
    Spec & 101
    Spec & 101
    
    Load-Bearing Capacity of Spark LIVE
    
    Product Registration (Spark Battery)
    
    Quick Start Guide
    
    Technical Specification (Spark Battery)
    
    Technical Specification (Spark LIVE)
    
    Tuner Mode (Spark LIVE)
    
    Spark MINI
    Spark MINI
    
    Battery & Charge
    Battery & Charge
    
    Battery Lifespan and Care (Rechargeable Lithium-ion Battery)
    
    Connection & Power
    Connection & Power
    
    Can I connect any other instruments such as a keyboard or vocal mic to Spark MINI
    
    Does Spark MINI come with a charger
    
    Priority of Connection (Spark MINI)
    
    Spark MINI Battery Life
    
    What charger is compatible with Spark MINI
    
    What's the spec of Spark MINI's battery (playing & charging time)
    
    Firmware
    Firmware
    
    Can I use other ways to update Spark MINI's firmware
    
    What the system requirement for Spark MINI firmware updater
    
    What's the latest Spark MINI firmware implemented to the production
    
    Sound
    Sound
    
    What's Spark MINI's Analog-to-Digital resolution for audio recording
    
    Spec & 101
    Spec & 101
    
    How do I reset the on-board presets on my Spark MINI
    
    Technical Specification (Spark MINI)
    
    Tuner Mode (Spark MINI)
    
    What's Spark MINI's compatible headphone impedance
    
    What's the working temperature of Spark MINI
  - Software
    Software
    
    Desktop
    Desktop
    
    BIAS Amp 2 Desktop
    BIAS Amp 2 Desktop
    
    Does BIAS Amp 2 support Windows 11
    
    BIAS FX 2 Desktop
    BIAS FX 2 Desktop
    
    Custom Background in FX 2
    
    Does BIAS series support Mac with Apple M1 and M2 chip
    
    What IR files is compatible with BIAS products
    
    Mobile
    Mobile
    
    BIAS FX 2 Mobile
    BIAS FX 2 Mobile
    
    Upgrade pricing for FX 2 Mobile
    
    Use MIDI Controller with BIAS FX 2 Mobile
    
    Spark App
    Spark App
    
    Backup & Restore Tone Presets
    
    Can I Get the Spark app IPA or APK from you? I Can't Download the Spark app from AppStore or Google Play.
    
    Can I use Smart Jam with headphones plugged in
    
    Can I use Spark app for my guitar tones
    
    Can a user create custom preset banks within the Spark app?
    
    Can a user export their saved Smart Jam
    
    Can the Spark app transpose songs
    
    Do I have to buy the presets in Spark
    
    Does Smart Jam support other time signatures
    
    Does Spark app run on Mac
    
    How to Unlink the Spark app from Spotify & Apple Music?
    
    How to import one's own songs in to Spark app to utilize Auto Chord
    
    How to reset the factory presets in the Spark app
    
    Is Spark app compatible with other PG software (e.g. BIAS FX 2)
    
    Is the Spark app free to use for Spark owners
    
    Is there a desktop version for Spark app
    
    Is there a looper in Spark app
    
    Is there a time limit to Spark app's video recording
    
    The chord detection for xxx song is incorrect
    
    Tone Control & Bluetooth Audio
    
    What does the Capo do in Music?
    
    Where to download the Spark app
    
    Why does Spark app have to use YouTube for its engine
    
    Why doesn't Spark app support Android 7 anymore
    
    Why is there an age restriction for downloading?
    
    Expansion Packs
    Expansion Packs
    
    Can Auto Tone be used on other YouTube songs
    
    Why is it showing CPU Overload message in Spark app
- Promotions
  Promotions
2. Troubleshooting
2. Troubleshooting
- General
  General
- Product
  Product
  - Hardware
    Hardware
    
    RIFF
    RIFF
    
    Audio Settings for RIFF in BIAS FX 2
    
    Auto-gain says the input is low
    
    Computer does not detect RIFF
    
    RIFF has high noise floor or hiss noise when playing
    
    Scratched on the Display
    
    Spark 40
    Spark 40
    
    Factory Reset (Spark 40)
    
    Invalid Spark SN (Studio One)
    
    Connection Issues & Power
    Connection Issues & Power
    
    Bluetooth Reset (Spark 40)
    
    Bluetooth audio cut off
    
    Cannot connect Spark app to Spark 40
    
    Connection is unstable
    
    Music playback from phone or tablet instead of speaker
    
    Spark does not power up
    
    Spark not recognized by the computer
    
    Firmware
    Firmware
    
    Firmware Update for Spark 40 with Super Old Firmware Version
    
    Spark 40 Firmware Troubleshooting
    
    Sound Issues
    Sound Issues
    
    Constant noise from the speaker Check Basecamp for updates
    
    Intermittent noise from the speaker (Popping Noise)
    
    Low or unstable sound output
    
    No sound output
    
    Pitch shift when recording with Spark 40 as an audio interface
    
    Spark 40 Whining Noise when connected with external device
    
    Spark Control
    Spark Control
    
    Bluetooth choppy audio when Spark Control is connected
    
    Cannot connect to Spark Control
    
    How to return to Mode 1 on Spark Control
    
    Spark Control Charging Troubleshooting
    
    Switching speed is slow on Spark Control
    
    Spark Control X
    Spark Control X
    
    I can't change the profile on the Spark Control X (with Spark LIVE)
    
    My Spark LIVE will not connect to the Spark Control X automatically after powering on and off
    
    Spark GO
    Spark GO
    
    Factory Reset (Spark GO)
    
    Connection & Power
    Connection & Power
    
    Cannot connect Spark app to Spark GO
    
    Spark GO USB Recording Known Issue
    
    Firmware
    Firmware
    
    Spark GO Firmware Troubleshooting
    
    Sound Issues
    Sound Issues
    
    Cannot adjust the system sound volume for Spark GO
    
    No sound output
    
    Spark LINK Check Basecamp for updates
    Spark LINK Check Basecamp for updates
    
    Can't Charge Correctly - Check Basecamp for updates
    
    Crackling interference- Check Basecamp for updates
    
    Noise occurs when using Spark LINK (especially with single-coil pickup guitar) - Check Basecamp for updates
    
    Noise when using Fuzz Face (pedal) - Check Basecamp for updates
    
    Spark LIVE & Battery
    Spark LIVE & Battery
    
    Factory Reset (Spark LIVE)
    
    Connection & Power
    Connection & Power
    
    Cannot connect Spark app to Spark LIVE
    
    MIDI Mapping Issue
    
    Firmware
    Firmware
    
    Firmware Troubleshooting (Bricked)
    
    Volume Swell
    
    Sound Issues
    Sound Issues
    
    Microphone muted when using Mixer View (iOS Only) - Resolved
    
    Noise when input is connected
    
    Spark MINI
    Spark MINI
    
    Factory Reset (Spark MINI)
    
    Connection Issues & Power
    Connection Issues & Power
    
    Battery does not charge
    
    Cannot connect Spark app to Spark MINI
    
    Temperature warning
    
    Firmware
    Firmware
    
    Spark MINI Firmware Troubleshooting
    
    Sound Issues
    Sound Issues
    
    Gated hiss noise
    
    High pitch noise + Freeze
    
    No sound output
    
    Spark MINI has crackling noise under large volume
  - Software
    Software
    
    Desktop
    Desktop
    
    BIAS AMP 2 Desktop
    BIAS AMP 2 Desktop
    
    Audio Settings Issue
    
    BIAS AMP 2 crashes / freezes at startup (Standalone / Plug-in)
    
    BIAS FX 1 Desktop
    BIAS FX 1 Desktop
    
    Reset BIAS FX
    
    BIAS FX 2 Desktop
    BIAS FX 2 Desktop
    
    Audio Settings in BIAS FX 2
    
    BIAS FX 2 crashes / freezes at startup (Standalone / Plug-in)
    
    Cannot access to ToneCloud
    
    Cannot activate license (stuck in demo mode)
    
    Cannot download the installer
    
    Cannot find FX 2 Standalone Application after Installation
    
    Cannot log in to BIAS FX 2
    
    Empty Audio Settings
    
    Installation Related: Freezes, Keeps Failing, etc...
    
    MIDI Troubleshooting
    
    No input in Mac
    
    No input in Windows
    
    No output in BIAS FX 2
    
    Support Tool Log Collection
    
    Unable to access BIAS FX 2 Desktop because the account was registered with an Apple ID
    
    Wrong plugin window size (UI scaling) in DAW (Reaper, Studio One, Cubase, etc)
    
    Mobile
    Mobile
    
    BIAS AMP 2 Mobile
    BIAS AMP 2 Mobile
    
    Why is there no 'Amp Match' on BIAS Amp 2 Mobile
    
    BIAS FX 2 Mobile
    BIAS FX 2 Mobile
    
    I purchased with Apple ID but cannot login to BIAS FX 2 Mobile
    
    License Deactivate (403)
    
    Spark App
    Spark App
    
    'invalid_grant' message when connecting with Spotify
    
    Can't connect to Tone Control (Temporary Workaround)
    
    Can't download resources when using Smart/Quick Jam
    
    Can't log in to the Spark app via Apple ID
    
    Can't save video recording in the Spark app (Android Only)
    
    License Deactivate
    
    Real-time jam (Jarvis) does not work properly
    
    Spark app does not download resource (Android)
3. Policies
3. Policies
- Return & Refund Policy
- Shipping Policy
  Shipping Policy
- Warranty Policy
  Warranty Policy
4. Processes
4. Processes
- a. General
  a. General
- b. Shipping & Delivery
  b. Shipping & Delivery
- c. Post sale Check Basecamp for updates
  c. Post sale Check Basecamp for updates
  - Refund Process - Check Basecamp for updates
  - Register Product and Update Warranty - Check Basecamp for updates
  - Restore Purchase (Track Back Order or License) Check Basecamp for updates
  - Spark 40 PSU (Hum Issue) Check Basecamp for updates
    Spark 40 PSU (Hum Issue) Check Basecamp for updates
    
    PSU requests for Amazon - Check Basecamp for updates
    
    PSU requests for other sales channels (not PG website or Amazon) - Check Basecamp for updates
    
    PSU requests for second-hand unit- Check Basecamp for updates
    
    Regular PSU requests- Check Basecamp for updates
  - Warranty Service Check Basecamp for updates
    Warranty Service Check Basecamp for updates
    
    Discontinued Products - BIAS Head/Rack/MINI/Pedal - Check Basecamp for updates
    
    RMA & OOW Process per product
    
    Warranty Service Definition- Check Basecamp for updates
    
    Non US Check Basecamp for updates
    Non US Check Basecamp for updates
    
    New SOP (JIRA)
    New SOP (JIRA)
    
    DOA (Non-US) JIRA
    
    OOW (Non-US) JIRA
    
    RMA & OOW (Southeast Asia)
    
    RMA (Non-US) JIRA
    
    SR Delivery Error (Non US) JIRA
    
    SR - Personal Reason (Non-US) JIRA
    
    Service part request (Non-US)- Check Basecamp for updates
    
    Old SOP
    Old SOP
    
    DOA (Non-US)
    
    OOW (Non-US)
    
    RMA (Non-US)
    
    SR - Delivery Error (Non-US)
    
    SR Fail to Intercept (Non US) OLD
    
    SR - Personal Reason (Non-US)
    
    US Check Basecamp for updates
    US Check Basecamp for updates
    
    DOA (US) - Check Basecamp for updates
    
    OOW (US - Everything else)
    
    OOW (US - Spark 40 Repair)- Check Basecamp for updates
    
    RMA (US) - Check Basecamp for updates
    
    RMA for Preorder Product (US - Spark CAB)
    
    SR - Delivery Error (US) - Check Basecamp for updates
    
    SR Fail to Intercept (US) OLD
    
    SR - Personal Reason (US) - Check Basecamp for updates
    
    Service part request (US) - Check Basecamp for updates
- d. Custom Grille
  d. Custom Grille
- e. Amazon (LM)
  e. Amazon (LM)
  - Amazon Support Daily Operation
  - Amazon Support SOPs
5. Systems & Resources
5. Systems & Resources
- Resources
  Resources
- Systems
  Systems
  - File Uploader (PG-S3-Uploader)
  - How to sign into Amazon with Authenticator App
  - PGBot Commands - Check Basecamp for updates
  - Product Registration Issues
  - Zendesk Feature
  - Aftership Operation
    Aftership Operation
    
    Aftership Operation - Check Basecamp for updates
    
    Different Shipping Address for the Replacement
    
    RMA/DOA Includes a Personalized Grille
  - Bloomreach
    Bloomreach
    
    Bloomreach Operation
  - Logistics Related
    Logistics Related
    
    Daily Catch-up (JIRA)- Check Basecamp for updates
    
    Fulfillment schedule & Availability
    
    Replacement / Resend (JIRA) - Check Basecamp for updates
    
    Resend (Shopify) OLD
  - Portal
    Portal
    
    Delivery status from 3PL (third-party logistics)
    
    Warranty/Registration Status Check & Modification
  - SKULabs
    SKULabs
    
    SKULabs Operation
Media
Media
- Guide media
  Guide media
  - 01HA6XZNZ486501ZJ1S8EKP0Q3

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