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Welcome to GEAR Software - Online Support

Here you can begin searching GEAR for support of your GEAR product! Before you send an email requesting support for your GEAR Product, please take a few moments to browse through the categories below, as they contain quick answers to most of the common issues GEAR Software users experience

Choose from the below categories:

Common Downloading Issues
No Download Button...

Digital River (our e-commerce provider) hosts all the downloads on the GEAR Software website.  This is the method Digital River uses to track orders and maintain customer information.  Sometimes the download buttons on your Order Page may not work. If this is the case, you can download the GEAR Software product by selecting below... NOTE: All licensed GEAR PRO Mastering Edition, Professional Edition, GEAR DVD and GEAR CD-RW version 7.0x users are entitled to a free upgrade to version 7.03. All licensed GEAR Video 8.0x users are entitled to a free upgrade to GEAR Video 8.20

Please download your product Here

After downloading and installing GEAR, you will need a manual activation

Download Button Does Not Work...


Digital River (our e-commerce provider) hosts all the downloads on the GEAR Software website.  This is the method Digital River uses to track orders and maintain customer information.  Sometimes the download buttons on your Order Page may not work.  If this is the case, you can download the GEAR Software product by selecting below...
NOTE: All licensed GEAR PRO Mastering Edition, Professional Edition, GEAR DVD and GEAR CD-RW version 7.0x users are entitled to a free upgrade to version 7.03. All licensed GEAR Video 8.0x users are entitled to a free upgrade to GEAR Video 8.20

Please download your product Here

After downloading and installing GEAR, you will need a manual activation


What is a Finish Button? It doesn't work...


Digital River (our e-commerce provider) sends purchase confirmation emails when online orders are completed. This confirmation email informs the user to log in to the order page using their Digital River Order Number and password (chosen by user during checkout) for downloading the products purchased. The email mentions a "Begin Download" button which often is replaced with a "Finish" button. This occurs when the software is purchased through the "Buy GEAR" button on the GEAR Software splash screen that appears to the user during the 'trial period'. This 'Finish' button is used to convert a 'trial version' of a GEAR Software product for Microsoft Windows by injecting an activation key into the Windows registry. Sometimes the 'Finish' button fails to activate the software, and users are subjected to a manual activation If you need to download or re-download your GEAR Software product, you can download do so by selecting below...
NOTE: All licensed GEAR PRO Mastering Edition, Professional Edition, GEAR DVD and GEAR CD-RW version 7.0x users are entitled to a free upgrade to version 7.03. All licensed GEAR Video 8.0x users are entitled to a free upgrade to GEAR Video 8.20

Please download your product Here 

After downloading and installing GEAR, you will need a manual activation

Common Installation Issues
Anti-Virus/Spyware Software and Firewalls...

    Often Anti-Virus and Anti-Spyware Software will detect GEAR as containing a virus and/or spyware
    We assure you that GEAR does not contain viruses or spyware!

    Learn more about GEAR and Anti-Virus/Spyware Software and Firewalls!

Services pending deletion...

  • This can occur when a previous version of a GEAR Software product for Windows
    is not correctly uninstalled. The GEAR driver set is not properly removed and updated
  • This can also occur if the computer has another software application installed
    that uses the GEAR Software drivers.

  • Learn more about this issue!

Move GEAR to another PC...

If you need to move your copy of GEAR to a new PC, please complete the Letter of Software Transfer document.

GEAR Setup installs another application...

GEAR setup installs another application
  • The directory the GEAR installation program was downloaded to contains other software installation programs which 'confused' the GEAR Software installer

  • Learn more about this issue!
Common Activation Issues
Manual Activations...

Malformed Response...

If you are attempting to activate your copy of GEAR by entering your serial number into the startup splash dialog,
you may receive an error message similar to this:



You will need a manual activation.

Serial Number has already been used...

If you have previously activated GEAR and are re-installing using your original serial number,
you may receive a error message similar to this:



You will need a manual activation.

You Must Enter a Name and Key...

GEAR should activate automatically when entering your serial number on the statup splash screen.

If you receive the following error when entering your serial number on the GEAR startup splash screen, you will need a manual activation using your 'hardware fingerprint'.



You will need a manual activation.

Move GEAR to another PC...

If you need to move your copy of GEAR to a new PC, please complete the Letter of Software Transfer document.

No Internet connection available / behind proxy server...

GEAR Software products for Windows version 7.01 and higher, and GEAR Video 8 and higher usually activate automatically over the Internet by contacting Digital River (our e-commerce provider).

If you do not have an active Internet connection, or are behind a proxy server or firewall that does not allow GEAR to communicate directly with Digtial River, this "automatic-activation" will not occur, and you may receive a message similar to this:



You will need a manual activation.
Common Recorder Issues
Does my recorder work with GEAR?

GEAR works with nearly all recorders that support the MMC commands...

Learn more about supported recorders!

My recorder is listed as supported, but showing up in GEAR...(ASPI error)

You may receive the following error:



If this error occurs because:
  • The GEAR drivers are not installed
  • The GEAR drivers are not installed correctly
  • You do not have a recorder connected or enabled in the PC
You may need to (re)install the GEAR drivers to fix the issue, or add/enable the recorder(s) in the Device Manager:


My recorder is working, but not working correctly...

The GEAR Software CD/DVD 'burning engine' (GEAR drivers) support nearly every CD/DVD recorder manufactured. GEAR should be able to detect your drive and support it. Sometimes GEAR may not support your drive's full features, such as maximum recording speeds with certain media types, as listed by the drive manufacturer.

If you experience an issue of this nature, be sure you have:
  • The manufacturer's recommended media
    (check the drive?s documentation)
  • The latest firmware for your drive
  • The latest GEAR drivers
  • The latest recorder configuration files for your version of GEAR or the GEARWorks API:

NOTE: If you are sure you've completed the above recommendations, please be sure to check the drivers, firmware and recorder configuration files pages regularily, as updates are posted frequently.

My tape drive is not listed, or is not working – GEAR PRO Mastering Edition only

GEAR PRO Mastering Edition has the ability to write DDP images to DLT tape.

There are 2 possible causes:

  • The tape interface has been set to "Null device" in the GEAR.INI file
  • The tape driver used by NT interferes with detecting the tape drive

Resolution:

In the GEAR.INI file, look for the folowing entry in the section labeled [Tape]

TapeInterface=0

Change this to:

TapeInterface=1

If the tape drive is still not seen by GEAR, then you will need to disable the tape driver.

Go to the Control Panel

In the Control Panel open the Tape Drives icon.

On the Drivers Tab, select the tape drive you want to have GEAR use, and press the remove button.

Reboot the system.

GEAR should now be able to see the tape drive.
Error Code Issues
Other Error Code Issue...


My issue is not listed above...

Request help via email
Common GEAR Powered Product Issues
Apple iTunes for Windows...

GEAR licenses our CD/DVD recording 'engine' to Apple Computers for use in iTunes for Windows.
This recording 'engine' is the software code which adds disc recording cababilities to their product

If you are experiencing recording issues, they may be related to the GEAR drivers being corrupted or incorrectly installed.
You can download the latest GEAR drivers

At their request, any further troubleshooting and/or technical support for this product will need to come from Apple’s Support Department.

Symantec Norton 360, Norton Ghost or Norton Save & Restore...

GEAR licenses our CD/DVD recording 'engine' to Symantec for use in their products, i.e. Norton 360, Norton Ghost and Norton Save & Restore.
This recording 'engine' is the software code which adds disc recording cababilities to their products.

If you are experiencing recording issues, they may be related to the GEAR drivers being corrupted or incorrectly installed.
You can download the latest GEAR drivers

At their request, any further troubleshooting and/or technical support for these products will need to come from Symantec’s Support Department.

Other GEAR Powered Products...

GEAR licenses our CD/DVD recording 'engine' to many third-party companies for use in their applications.
This recording 'engine' is the software code which adds disc recording cababilities to their products

If you are experiencing recording issues, they may be related to the GEAR drivers being corrupted or incorrectly installed.
You can download the latest GEAR drivers

Any further troubleshooting and/or technical support for these products will need to come from their technical support departments.

Other GEAR Powered Issue... (GEARWorks SDK)

Please contact your GEARWorks API Technical Support Representative or Login

Priority Support

GEAR Software offers a wealth of online resources to answer technical questions about your use of GEAR Software solutions. We also strongly encourage you to purchase GEAR's Upgrade Protection & Support Plan to accompany your software purchase. The UP&SP gives you priority access to GEAR's technical support staff, personalized help using email and telephone with any issues you encounter, and free upgrades to your GEAR Software purchase.