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1. FAQs
1. FAQs
General
General
Cannot add JH expansion pack for Spark to the shipping cart!!!
Cannot purchase expansion packs on our website
Do we offer phone service at Positive Grid
Do we offer remote service?
Does our desktop software support offline usage
How do users know about their upgrade pricing?
How to change the user's account email
How to redeem a software product with a redeem code
How to request a VAT or tax refund (Hardware & Software) - Check Basecamp for updates
How to switch back from Facebook login to normal login
How to transfer order/purchase records from one account to another
Product availability and shipping delays for orders through authorized dealers.
What is MD5 and what does it do
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
BIAS FX 2 Free Trial
Buy with Prime
Collaboration with Output
Welcome Series
2. Troubleshooting
2. Troubleshooting
General
General
Checkout Page Troubleshooting
Desktop Software Troubleshooting Guideline
Mobile Apps crashes or freezes troubleshooting
Principles for Troubleshooting
Spark New GD Chip Limitations
USB Troubleshooting
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
Countries we don’t ship (JP & Asia)
Countries we ship to
Countries with free shipping
Order cancellation & adjustments policy
Order shipping time & restrictions
Order tracking
Warranty Policy
Warranty Policy
Service countries & regions
Service for Non-Service Area
Warranty Period
Warranty Policy for Amazon
Warranty Scope
Warranty Start Date
4. Processes
4. Processes
a. General
a. General
Artist inquiries
Backend issue report
Become a Dealer / Bulk Purchasing / W9 Form - Check Basecamp for updates
Customer Suggestion Logging
Promotion Grace Period & Price Matching - Check Basecamp for updates
Unsubscribe from Positive Grid
b. Shipping & Delivery
b. Shipping & Delivery
Change Address - Check Basecamp for updates
Change Email & Resend Confirmation Letter
Delivery-induced Damage - Check Basecamp for updates
Internal Order Checking Process
Order Adjustment Process
Order Canceled due to Fraudulent Risk
Order Cancellation Process- Check Basecamp for updates
Received Wrong & Missing Items- Check Basecamp for updates
Returned to Shipper/Carrier
Shipment Lost- Check Basecamp for updates
Shipment's on the way but never delivered (over 30 days)
Shipping Info Missing - Check Basecamp for updates
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
Custom Grille Cancellation Process
Custom Grille Design Reprint
Custom Grille Review Process
Custom Grille System/Design Errors
e. Amazon (LM)
e. Amazon (LM)
Amazon Support Daily Operation
Amazon Support SOPs
5. Systems & Resources
5. Systems & Resources
Resources
Resources
Frequently Used Resources - Check Basecamp for updates
Generate Codes for Mobile Products (App Store) - Check Basecamp for updates
Hardware Video Tutorials (BIAS Head, MINI, BT4, BIAS Footswitch)
Issue Triage - Check Basecamp for updates
Product Name List
Reset Official Website Visit - Check Basecamp for updates
Spark 40 Serial Number Check Tool
Support Property List
Training Materials
Useful Prompt on ChatGPT
Direct Download Links
Direct Download Links
Direct Download Link (BIAS AMP 2 Desktop)
Direct Download Link (BIAS FX 2 Desktop)
Direct Download Link (BIAS FX 2 Mobile)
Direct Download Link (Spark App)
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
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Order Adjustment Process
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