FAQ

  • SHIPPING

    FAQs for Conductive Labs shop shipping

  • Will I Have to Pay an Import Tax?

    Unless you are in the United States you will most likely have to pay import tax, duty and or VAT imposed by your government. In the USA, order under $800 USD are not taxed.

    When ordering from conductivelabs.com, in addition to shipping cost, you can see the estimated tax when adding items to the cart.

    The importer (customer) is responsible for paying the import tax/VAT and other fees associated with importing a product ordered on conductivelabs.com, and Conductive Labs will never be responsible for your countries taxes, including for cases of replacing a defective product. Most countries customs departments offer a process for exchanging hardware, and you will need to understand that process in order to avoid additional taxes if the situation arises. Let us know if there is something you need us to provide in order to complete the process.

    Check with your Country’s Customs department website for rules and fees. If your parcel ships by express carrier, you may also be charged an additional fee (around $10 USD) for their handling of the customs processing. We ship from a warehouse fulfillment provider in Hong Kong.

  • What Carriers do you Ship with?

    When shopping on the Conductive Labs website shop, you will see a list of choices for shipping once you put an item in the cart.

    The carrier choices vary with the destination, size of package and cost. We use Easyship.com as our postage provider and they will typically offer the best price for the money, the fastest and the cheapest options.

    We recommend choosing an express carrier such as DHL Express, UPS or FedEx. It costs more, but they will typically facilitate getting through the customs process faster than regular mail (such as HK Post) and with more tracking detail.

  • How Long Will it Take to Receive an Item Once an Order is Placed?

    It depends on the delivery method. We recommend choosing express delivery when possible. The actual time it takes for the carrier to get your parcel to customs, and how long customs takes to process it is of course not within our control. Express delivery services such as DHL, UPS and FedEx typically handle customs processing faster than regular mail, such as HK Post. When you place an item in the cart on our shop, you will see an estimated delivery time for the carriers offered.

  • Do Orders on Conducitvelabs.com Shop Require Signature for Delivery?

    Generally, orders made on conductivelabs.com shop require signature for delivery, but it depends on the carrier. Express carriers will require signature when the orders is of a certain value. While carriers that pass the parcel to the local postal service will typically not require signature.

    Some carriers are following special Covid-19 protocols and will not require signature, or will give you the option of opting out of requiring a signature.

    Due to the unpredictable signature enforcement, we highly recommend shipping the product to an address where someone will be available to sign, or immediately retrieve the parcel.

    Due to the global pandemic and increased demand, shipping has become very expensive. Conductive Labs reserves the right to charge for re-shipping a product when an item has been returned due to a carrier being unable to deliver it. Please keep a close eye on tracking.

  • Can I Ship to a PO Box?

    Yes, but it will severely limit your choices for carrier, and might cost more and take longer to deliver than an non-PO Box address.

  • Can I Cancel An Order Placed on Conductivelabs.com Shop?

    When you place an order on Conductivelabs.com Shop, there is a short window where you can cancel it. About once per hour our shop automatically syncs orders with our postal provider, your window to cancel is before this automatic sync takes places, this could be as short as 1 min or up to 1 hour.

    Once the postage is purchased and the order is sent to the fulfillment warehouse, it is unlikely that we can cancel the order. We can email the fulfillment company and request to cancel an order, but success is not guaranteed. Use the Support page contact form to contact us if you have any questions.

  • NDLR

    FAQs for The NDLR

  • When Will The NDLR be in Stock Again?

    Unfortunately, we have been unable to make more The NDLR do to the global chip shortage. We are working to obtain a substitute microcontroller, but we do not currently have a date for availability. We will make an announcement on our forums, website and social media sites once we have line of sight to availability.

  • Can The NDLR Be Updated?

    Yes! Conductive Labs has updated The NDLR firmware many times since its introduction in 2019. The latest released firmware can be found on the Downloads page, along with the instructions for updating.
    In addition, if you are a member of our user forums you will have access to pre-release versions of the firmware. The pre-release versions are posted to test specific fixes or enhancements prior to general release. Release notes for all releases can also be found on the forum.

  • MRCC 880
  • Why are there errors sending SysEx messages over USB?

    When sending “large” MIDI SysEx (System Exclusive) messages over USB to 5 pin DIN ports, some throttling by the sending software is required. Otherwise, USB data rates will quickly overflow the MRCC’s buffers since the data is coming into the MRCC much faster than it can be sent on 5 pin DIN ports. Over 5K bytes would be considered “large”.

    To ensure reliable SysEx transfers, make sure the software sending SysEx messages has some delay between buffers. Also make sure buffer sizes are set to what is specified by the gear maker that is receiving the SysEx messages.

    For example, using the venerable MIDI OX, open the SysEx configure window:

    Click View -> SysEx…
    In the SysEx window, click SysEx -> Configure…
    Uncheck “Auto-adjust Buffer Delays if necessary”.
    Set “Delay Between Buffers:” to 100 Milliseconds.
    Example of MIDI OX Configure SysEx screen
    The “Delay After F7:” parameter should not affect the transfer, but it may be required by the receiving MIDI hardware. Follow the instructions provided by the maker of your MIDI gear.
  • MRCC

    FAQs for the MRCC – MIDI Router Control Center

  • Will MRCC Route a MIDI Clock?

    Yes, MRCC automatically routes MIDI clock from any input to any routed output, or multiple outputs.

    When you don’t want the MIDI clock to route, such as when there is more than one clock, its easy to set up a clock filter. Just toggle the Clock filter (red clock icon below):

    MIDI Clock Filter Icon

    When using the MRCC MIDI clock, you choose which outputs to send the clock to while on the Extras -> MRCC Clock menu page. Press the output button for each output to send clock to, the LED will light red. When the MRCC clock is running, the input LEDs will blink in time with the BPM while on the Clock menu page.

    MRCC Clock Page

    The MRCC MIDI Clock can also be sent to a CV clock output (3.5MM jack). This is useful for syncing MIDI devices with modular or semi-modular synths. The CV clock out supports 5V and 12V outputs. It can be configured for 1, 2, 4 and 24 PPQ. Currently, the MRCC cannot send an external clock source to the CV clock out, but we plan to explore that for a future update.

  • Will a MIDI device with a USB-C port work with MRCC's USB Host Ports?

    Maybe… MRCC’s USB host ports are USB 2.0 standard “high speed” ports, supporting 5V, 500mA power. USB C is a super set of prior USB versions which could require more power than USB 2.0 ports offer.

    A USB C data connection can be USB 2.0 or USB 3.0, 3.1 or 3.2, etc. The data connection is typically backwards compatible with earlier USB data standards. However, a USB C device may require a USB-PD (Power Delivery) power supply. Which means the device power is negotiated with the USB-PD power supply. MRCC USB 2.0 host ports will not work with a device that requires a USP-PD power supply, or has a power requirement higher than USB 2.0 5V, 500mA.

    If the device is USB MIDI class compliant, and it has a USB C connector but only requires USB 2.0 specification power, then it should work.

    Check with the vendor of your MIDI device if you are not sure. Check out the MRCC USB Host Port Compatibility Tracker for reported compatibility with specific devices.

  • Will a MIDI Controller Configuration Program Work With a Controller on MRCC's USB Host?

    It depends on the method used by the configuration program to detect and connect to the MIDI device. The USB Host Ports on MRCC are not a USB hub connected to your computer. When using the USB Host Ports, the MRCC is hosting the USB devices, so your computer will not see it. Your computer will only see the 12 MIDI ports on the MRCC’s PC port connection.

    A configuration program that looks for the USB MIDI controller in the computer’s enumerated USB device list will not see the device if the device is not connected to the computer’s USB port.

    Some programs have you select a MIDI port and channel to find the device, and these might work with the MRCC’s USB Host since its just a matter of routing the MIDI messages between the device and the PC.

    If the MIDI device’s configuration program requires the device to be connected directly to the computer, you could possibly connect the controller to your PC with its USB connection, and connect the device to MRCC with a 5 pin DIN or 3.5MM TRS MIDI connection.

    Please check with the vendor of the MIDI device for its requirements. It would be very helpful to report your findings on the MRCC support forum so we can update our compatibility list for the benefit of our user community.

  • Why are there errors sending SysEx messages over USB?

    When sending “large” MIDI SysEx (System Exclusive) messages over USB to 5 pin DIN ports, some throttling by the sending software is required. Otherwise, USB data rates will quickly overflow the MRCC’s buffers since the data is coming into the MRCC much faster than it can be sent on 5 pin DIN ports. Over 5K bytes would be considered “large”.

    To ensure reliable SysEx transfers, make sure the software sending SysEx messages has some delay between buffers. Also make sure buffer sizes are set to what is specified by the gear maker that is receiving the SysEx messages.

    For example, using the venerable MIDI OX, open the SysEx configure window:

    Click View -> SysEx…
    In the SysEx window, click SysEx -> Configure…
    Uncheck “Auto-adjust Buffer Delays if necessary”.
    Set “Delay Between Buffers:” to 100 Milliseconds.
    Example of MIDI OX Configure SysEx screen
    The “Delay After F7:” parameter should not affect the transfer, but it may be required by the receiving MIDI hardware. Follow the instructions provided by the maker of your MIDI gear.
  • When Will MRCC Ship?

    MRCC and MRCC accessories are shipping now.

  • What Devices Work in the MRCC USB Host Ports?

    The MRCC’s four USB 2.0 host ports are designed to support USB MIDI Class Compliant Devices. That is, USB MIDI devices that do not require a special driver to function. The USB host ports are designed to work best with USB MIDI controllers.

    The host ports can also accommodate a standard USB keyboard for entering port labels.

    At this time, the USB Host ports do not support a USB hub for expanding the number of ports. We plan to investigate adding hub support. Keep an eye on the MRCC user forum for announcements of firmware updates.

    Check out the MRCC USB Host Port Compatibility Tracker for reported compatibility with specific devices.

    One way to tell if the device is USB MIDI Class compliant or not; if you have to install a driver on Windows or Apple OS to use the device, then it’s probably not class compliant. However, there are exceptions. For instance, some Korg devices, like the nanoKontrol will use a driver that is required to configure the device, but also works fine as a USB MIDI device without the driver.

    If you are having trouble with a device, please check with the vendor of the device to find out if it is supposed to be USB MIDI Class Compliant.

    USB is a complex and timing sensitive interface. Some USB MIDI devices may pose problems for the MRCC USB host ports. Please report your experiences on the MRCC user forum. We will do our best to address compatibility issues, but cannot guarantee success with every device. Using the 5 pin DIN is always a good option if your device has it. Performance is the same whether using 5 pin DIN or USB on MRCC.

  • What Causes the MRCC USB Hub Port to Have an Amber Color LED Indicator?

    The MRCC USB Host Ports are USB 2.0 specification compliant. These ports have over-current sensing protection circuits, which when tripped will remove power from the USB device that is connected to MRCC. When this happens the LED indicator next to that USB port turns an amber color (instead of green). This protects MRCC from being damaged by faulty USB devices.

    Over-current protect can happen with USB devices that require an external power supply but do not have the power connected, or it is drawing more current on power-up than what the USB 2.0 specification allows.

    If your device is triggering USB Host Port over-current protection:

    1. First turn off MRCC with the power switch. This resets the power protection circuit.
    2. Try using the external power source with your device, and turn it on before switching on MRCC.
    3. Switch on MRCC. A good USB connection will be indicated by a Green LED indicator next to the MRCC USB Host Port.

     

  • How Does the MRCC Remote 7 Work?

    The Remote 7 accessory for MRCC extends MIDI ports to where you need them in your studio, up to 50′ away, and adds 5 additional MIDI outputs!

    The Remote 7 is connected to MRCC via an Ethernet cable. The cable is connected to MIDI outputs in the MRCC and those ports are connected to the Remote 7. The RJ45 ports are not Ethernet ports, do not connect Ethernet devices, it may damage the MRCC or your Ethernet device.

    When the Remote 7 is connected to MRCC, the MRCC will detect and enable it after a power cycle.

    The 3.5MM TRS ports are attached to Remote 7 ports 1 and 2. The 3.5MM port attached to Port 1 is an A type TRS MIDI (the format adopted in the MIDI specification, and used by Korg and others), and the 3.5MM port attached to Port 2 is a B type (as previously used by Arturia and others). Its safe to try both ports to see which works with your MIDI equipment. And both the 5 pin DIN and 3.5MM output attached to it can be used at the same time.

    Upon initial release of the MRCC, the Remote 7 ports acted as “MIDI thru” for MRCC outputs 1 thru 5. As of firmware version 1.1.020, the Remote 7 can be configured as five additional individually routable ports configurable on Settings page 2. In the “Remote 1-5” mode, use the Remote button (marked with the Y guy to the left of the MRCC’s encoder). While holding that button down, select the output 1 thru 5 to route them. The LED for that outputs turns yellow. Hold the Remote button to see what Remote 7 outputs are routed.

  • Does MRCC Route MIDI SysEx Messages?

    Yes, but there were some limitations prior to firmware version 1.0.051 (March 2022). Check for the latest firmware updates on the MRCC download page, or for pre-release versions on the MRCC Open Beta Firmware forum.

    Before version 1.0.051:

    MRCC could route SysEx (MIDI System Exclusive messages) from any MRCC input to outputs 1 through 6 (5 pin DINs). Outputs 7 through 12 did not support SysEx.

    The Remote 7 would only route SysEx when configured as MIDI thru for outputs 1 thru 5.

    As of firmware version 1.0.051 (March 2022), SysEx is passed on all MRCC DIN and TRS outputs, and Remote 7 outputs. Passing SysEx between two MRCCs connected with an Ethernet cable is not currently enabled.

    Most vendors recommend connecting their MIDI devices directly to the computer for firmware updates.

  • Can MRCC be Updated?

    Yes! Conductive Labs will provide periodic firmware updates to add features or fix issues reported in our MRCC User Forums.

  • Can MRCC be Rack Mounted? How are They Installed?

    Yes, Rack Ears are available as an accessory. The MRCC is a 2U device and can be mounted in a standard 19″ rack with the optional 2U Rack Ears.

    The rack ears replace the existing desktop side panels. You will need a 2.5MM hex head driver to remove the screws.

    Remove the 4 screws from each  desktop side panel and remove the panel.

    Hold the right side rack ear, the large one with a big hole, so the connectors on the MRCC align with the holes in the rack ear. Then start threading the 4 screws by hand before tightening. The screws should be snug but be careful not to over-tighten them as not to strip the holes in the enclosure.

    Install the left side rack ear, then mount it in your rack!

  • Can 2 MRCC's be Connected Together?

    Yes, you can connect 2 MRCC’s together and remotely route outputs!

    This feature was added after MRCC started shipping, so it might require a firmware update. Get it from the Download section, or check the forums MRCC Open Beta Firmware section for pre-release firmware and release notes. You must be logged into the forums to see this.

    When 2 MRCC’s are connected, the Y guy lights up in the top right corner of the screens of both MRCCs.

    Route MIDI Outputs on the 2nd MRCC by holding the Remote routing button. It is left of the encoder, and marked with the Y guy. Press and hold the Remote routing button on each MRCC to see what remote outputs are routed from the selected Input port.

    Save your settings on each MRCC to save the remote routings you created.

    MRCC’s are connected using a CAT6a shielded Ethernet cable plugged into the RJ45 on the right side of the MRCC. The best kind of Ethernet cable has metal shrouded connectors that are connected to a drain wire in the cable. We have tested up to 32 feet (10 meters) with a CAT6a cable. You might be able to go longer, maybe up to 50′ with a good cable. A regular Ethernet cable might also work for shorter distances, like 6 to 10 feet. YMMV

    The MRCC to MRCC electrical connection is not MIDI, but a high speed serial interface. The MRCC to MRCC cable does not factor into the MIDI spec cable length limit of 50 feet. Therefore, you can still use long MIDI cables on each MRCC.

     

     

  • General Topics

    Company FAQs

  • Digital Millennium Copyright Act ("DMCA")

    Conductive Labs LLC DMCA Policy and Designated Copyright Agent

    CONDUCTIVE LABS LLC respects the intellectual property rights of others. Per the DMCA, CONDUCTIVE LABS LLC will respond expeditiously to claims of copyright infringement on the Site if submitted to CONDUCTIVE LABS LLC’s Copyright Agent as described below. Upon receipt of a notice alleging copyright infringement, CONDUCTIVE LABS LLC will take whatever action it deems appropriate within its sole discretion, including removal of the allegedly infringing materials and termination of access for repeat infringers of copyright protected content.

    If you believe that your intellectual property rights have been violated by CONDUCTIVE LABS LLC or by a third party who has uploaded materials to our website, please provide the following information to the designated Copyright Agent listed below:

    1. A description of the copyrighted work or other intellectual property that you claim has been infringed;
    2. A description of where the material that you claim is infringing is located on the Site;
    3. An address, telephone number, and email address where we can contact you and, if different, an email address where the alleged infringing party, if not CONDUCTIVE LABS LLC, can contact you;
    4. A statement that you have a good-faith belief that the use is not authorized by the copyright owner or other intellectual property rights owner, by its agent, or by law;
    5. A statement by you under penalty of perjury that the information in your notice is accurate and that you are the copyright or intellectual property owner or are authorized to act on the owner’s behalf;
    6. Your electronic or physical signature.

    CONDUCTIVE LABS LLC may request additional information before removing any allegedly infringing material. In the event CONDUCTIVE LABS LLC removes the allegedly infringing materials, CONDUCTIVE LABS LLC will immediately notify the person responsible for posting such materials that CONDUCTIVE LABS LLC removed or disabled access to the materials. CONDUCTIVE LABS LLC may also provide the responsible person with your email address so that the person may respond to your allegations.

    Pursuant to 17 U.S.C. 512(c). CONDUCTIVE LABS LLC designated Copyright Agent is:

    Darryl McGee
    email: admin@conductivelabs.com

  • Conductive Labs Shop Return Policy

    If a product purchased on conductivelabs.com/shop is not to your satisfaction, we don’t want you to be stuck with it! You are eligible for a refund on returned items under certain conditions, including;

    The item is returned to Conductive Labs within 30 days of the purchase date.

    The item is returned in the original box, with all collaterals and accessories in as new condition. Conductive Labs will inspect the item, and reserves the right to deny refund for damaged items.

    Shipping, taxes and fees will not be refunded. Only the amount paid to Conductive Labs for the product itself will be refunded.

    Return shipping will be at the expense of the purchaser.

    Contact Conductive Labs support at the support link to arrange a return.

    Our products are always in high demand. An option to returning the product is to sell it locally using your prefered resale service. For instance, craigslist.org or Reverb.com. This could potentially save money on return shipping depending on where the product is shipped from.