D&R Broadcast Mixing Consoles
D&R Broadcast Mixing Consoles
since 1972
AIRMATE 8+12
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FAQ's (Frequently Asked Questions) menu
WPC (Wireless Phone Channel)
On Air, fader start, GPO
USB
Troubleshooting & instructions
VoIP / Telco (POTS)
Mic
FAQ's (Frequently Asked Questions)
WPC (Wireless Phone Channel)
How to set-up my Wireless Phone Channel?
If you have chosen for the WPC (Wireless Phone Channel) option inside you purchased Airmate 8 or 12 unit, or purchased the WPC board inside our webshop or at one of our worldwide partners, we will explain very easy how to set-up this module to work fully inside your Airmate unit.
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In case of a WPC module already inside your Airmate unit:
Setting Up WPC (Wireless Phone Channel) modules
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Enable pairing mode:
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Power on the Airmate USB.
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Hold the CONN button until the blue LED blinks.
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Pair your device:
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On your WiFi device, search for D&R AIRMATE and connect.
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A steady blue LED indicates a successful connection.
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Automatic reconnection:
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Once paired, the WPC module will automatically connect to the device when powered on.
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In case that you purchased a WPC board and want to include it inside your Airmate unit:
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First you need to put the console upside down on a soft surface on its knobs and remove the bottom plate/frame and back panel.
This can be done by using a screw driver PZ 2 or Torx and unscrew all bolts on the top of the front panel below the faders and all the screws that are fixating the front panel to the connector back panel.
Three on the bottom, one left and one right. Now carefully remove the bottom panel and you can see all pcb’s.
Turn the mixer so the front panel with the knobs are up again.
The next step is to remove the knobs of the potentiometers of the pc boards you want to replace form the front side.
This can be a hard job, carefully lift the knobs with a plastic material underneath the knobs bottom.
After that loosen/remove all the nuts from the potentiometers from the boards that you want to replace or repair and turn around the console again.
Don’t forget the loosen the screws on the backside to free the connectors form the back panel.
Now click “off” the flat cables of the boards and take the PC carefully out of the frame.
Now you can repeat the same procedure in reverse with the new pcb boards.
Inside the shipment you can also find a plastic knob to put on top of the front panel to cover the holes of the RC-balance.
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Please handle with care, because the SMD boards are very sensitive for static electricity.
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Now it's time to set-up the WPC module:
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Setting Up WPC (Wireless Phone Channel) modules
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Enable pairing mode:
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Power on the Airmate USB.
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Hold the CONN button until the blue LED blinks.
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Pair your device:
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On your WiFi device, search for D&R AIRMATE and connect.
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A steady blue LED indicates a successful connection.
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Automatic reconnection:
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Once paired, the WPC module will automatically connect to the device when powered on.
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FAQ's (Frequently Asked Questions)
USB
What bit and sample rate settings are supported by the soundcards?
The soundcards in our mixers support 16 bit 32kHz, 16 bit 44kHz and 16 bit 48kHz.
My USB Channel or other USB hardware isn't recognized, what should I do?
Be sure that your USB cable is a High speed USB 2.0 cable and has a maximum length of 1,8 meters (5,9 ft).
It can help to replace the cable as a good connection is really important with the high bandwidth the mixer uses.
Connect your mixing console to a USB port directly at the mainboard of your computer. So no internal cables are used.
Do not connect the mixing console trough a USB Hub or a USB Extender.
This way the USB connection has enough bandwidth to use the USB Audio codecs and USB hardware for Meter software and controls.
Inside the mixing console is a USB Hub that can handle the bandwidth this hardware needs.
When connecting the USB, I receive a message that the maxmimum services or end points are reached. How can I fix this?
For customers that receive a operating system message that the maximum end points or services are reached.
In some computers the manufacturers have chosen to use xHCI USB 3.0 ports.
This actually means that they combined the hardware of 2 USB 2.0 ports to reach higher speeds like the USB 3.0.
Combining these ports means that they need to share the amount of end ports that all USB equipment has.
When detecting the connected equipment the Operating System fills it's list of end points for that port until the maximum is reached.
With each Audio Codec needing multiple end points as well as the used hardware for controls and meter software, one mixing console can take all the end ports of a port.
This can be fixed by setting the USB ports to work as non xHCI ports (USB 2.0) in the BIOS configuration of your computer.
Be carefull to only change USB settings! Changing other settings can harm your computer!
D&R is not responsible for changing the wrong settings!
Another option is to use a USB2.0 card that is added to the computers ports.
My USB devices are mixed up:
Then you can try the following procedure.
* Disconnect your mixer from the PC. (USB Cable)
* Download USB Deview and run it. http://www.nirsoft.net/utils/usb_devices_view.html
* Remove all devices with the name “USB AUDIO CODEC” in it with the trashcan.
* Connect your D&R mixer with the standard USB cable.
* Now, wait patiently till Windows will recognize all the USB codes again.
* You should see all the usb audio codecs come up in usb deview again.
* If everything went fine all the four LEDs should be turned on. If not, something went wrong.
* Close USB Deview
Tips and tricks:
We also have some other usefull tricks to get your USB device to work.
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Method 1:
Unplug the computer and mixer from the power supply and re plug.
The most recent computers aren't really going off when you shut down, the mainboard of the computer still have some power lines connected for the stand-by situation.
To reset the hardware completely it can help to disconnect the computer and mixer from the power outlet.
Method 2:
Update the Device driver.
Go to your control panel and then to device manager.
Find the Unknown Device and click on Properties, go to the driver tab and click Update Driver..
Method 3:
Disconnect all USB devices and restart your computer.
Disconnecting all USB devices and restarting and reconnecting will force the computer to re-detect USB devices.
Connecting on different ports can also force the computer to detect in a different sequence.
Method 4:
USB Root Hub power management.
In the Device Manager expand Universal Serial Bus Controllers, right click on USB Root Hub and Properties.
Go to the Power Management tab and uncheck Allow the computer to turn of this device to save power checkbox.
This setting has to be done for each root hub, on the computers mainboard are the USB connectors also connected to high speed USB hubs.
These USB hubs each have enough bandwidth to connect a D&R mixer.
Connecting a external Hub will devide the bandwidth over more ports and causing the bandwidth being to low.
Now restart your computer and reconnect the usb device, when the computer recognizes the USB device you can leave this settings as made.
When it still doesn't recognize the USB device reverse this setting for every hub and reboot.
Method 5:
Update Generic USB hub drivers.
In the Device Manager expand Universal Serial Bus Controllers, right click on USB Root Hub, choose Update Driver Software for each USB hub.
When you downloaded the drivers from the manufacturers website select Browse my computer for driver software.
Now browse to the folder where you downloaded the driver and install.
Method 6:
Uninstall USB Devices.
Be carefull with this option, when your Keyboard and Mouse are also connected by USB you can end up with an computer that can't be controlled.
In the Device Manager right click on each USB device and select Uninstall.
This can also be done with USB deview that is mentioned before.
USB deview will also show the USB devices that are not connected (hidden devices), you can also uninstall these.
Rebooting your computer will force to re-detect all the devices.
Method 7:
An other way to uninstall hidden devices.
To view hidden devices in the Device Manager you'll first have to enter the next commands in the Command Prompt.
set DEVMGR_SHOW_DETAILS=1
set DEVMGR_SHOW_NONPRESENT_DEVICES=1
start devmgmt.msc
When the Device Manager is started click View and Show hidden devices.
Expand Imaging Devices, Universal Serial Bus Controlles and Unknown Devices.
You can now Uninstall the greyed out devices.
Method 8:
How to disable USB selective suspend.
If you're having connectivity issues with USB peripherals on Windows 10, use these steps to disable the USB selective suspend feature.
Important: It's only recommended that you change this particular setting when you're experiencing problems with a USB device. Otherwise, you should leave the option enabled.
-Open Control Panel.
-Click on Hardware and Sound.
-Click on Power Options.
-Under “Preferred plan,” click the Change plan settings link for the plan you're currently using. (If you change the settings on the power plan that isn't active, this won't work.)
Click the Change advanced power settings link.
-Expand USB settings.
-Expand USB selective suspend setting.
-Select Disabled from the drop-down menu.
-Click Apply.
-Click OK.
If you're changing the settings on a laptop or tablet, you'll see two options: On Battery and Plugged in, so make sure to change those settings accordingly.
Once you complete these steps, Windows 10 will no longer power off USB devices connected to your computer, which can fix any problem you may have as a result of this feature.
Method 9:
Disable and Enable USB ports in the bios.
Restart your computer and enter it's BIOS, how to do this can be find in the manual of your computer.
Be carefull to only change USB settings! Changing other settings can harm your computer!
D&R is not responsible for changing the wrong settings!
Be sure that you have a Keyboard and or Mouse that is connected to a different port then the USB.
Now Disable the USB functionality and reboot your computer to let your Operating System detect the new setting.
When the system is booted restart your computer again and enter it's BIOS.
Now Enable the USB functionality and reboot your computer to let your Operating System detect the new setting.
Method 10:
Updating the BIOS.
KEEP IN MIND TO ONLY DO A BIOS UPDATE WHEN YOU KNOW THE RISK!
A FAILED BIOS UPDATE BY FOR EXAMPLE A POWER FAILURE CAN CAUSE THE COMPUTER TO NOT OPERATE!
In some situations a BIOS update can solve USB issues, these issues will be known by the manufacturers of your computer or mainboard.
Before doing an BIOS update get informed about if there are issues with your system and the possible fixes.
What is the USB cable length limitations for USB 2 and 3?
With the popularity of USB (it powers everything from our external hard drives to the charging of our mobile phones), we are constantly amassing USB cables. USB 1.0/1.1 has been almost entirely supplanted by USB 2.0. Since USB 3.0 / USB 3.1 has yet to become as ubiquitous as 2.0 that means that most people have several 2.0 cables lying around.
The mistake that most individuals make is when they take a 10 foot cord that came with a device and then purchase a 10 foot extension to make a cable that is 20 feet in total length. This kind of setup will not work and requires the use of a special type of USB cable known as an active or repeater cable. But before we get to active cables or hubs, how long can a USB cable be?
Maximum length of USB 2.0 cable:
The 2.0 specification limits the length of a cable between USB 2.0 devices (Full Speed or Hi-Speed) to 5 meters (or about 16 feet and 5 inches). In other words, you cannot just connect a bunch of extension cables together (like taking a 6 foot cord and extending it with 4 other 6 foot extension cords) and run them 30 feet to another room. However, you can connect a 6 foot cable with a 10 foot extension cable for a total of 16 feet, which is below the maximum cable length for USB 2.0.
Maximum length of USB 3.0 / USB 3.1 cable:
The 3.0/3.1 specification does not specify a maximum cable length between USB 3.0/3.1 devices (SuperSpeed or SuperSpeed+), but there is a recommended length of 3 meters (or about 9 feet and 10 inches). However, the biggest limitation to the length of the cable is the quality of the cable. Results may vary, but with a high quality cable you should be able to go beyond 3 meters. However, to ensure you achieve the best results possible, use an active cable when going more than 10 feet (3 meters).
My Airmate is still with the previous USB configuration and they both receive the Program bus. Can they also receive the Auxilary send? How can I fix this?
This modification is standard for Version 10 with serial number 191001xx-V10 which means produced 2019-10-01 or later.
For all current models with SMD components:
Place two new Jumpers on the Aux-L & Aux-R position (see yellow arrow).
Place one side of your new 2P female cable on the male connector as seen at the purple arrow.
The other end of your 2P female cable you can place over the male connector on your Airmate-2 Master Left board, as seen at the yellow arrow above.
For older models with leaded components:
Place jumpers in this position
Solder 2 wires to this position of the Jumper headers.
These pins are already connected on the PCB, for strength we suggest to solder it to both pins.
Black has to be connected to Left and Green has to be connected to Right!
Connect the 2 Pin female connector to this male pcb connector on the Airmate-2 Master Left board or solder the wires to these pins.
Black has to be connected to Left and Green has to be connected to Right!
FAQ's (Frequently Asked Questions)
VoIP / Telco (POTS)
What are the Telco (POTS) and VoIP channel options and what can I connect to them?
How can I connect a (GSM) Hybrid to my VoIP channel?
Connect the output from the Hybrid to the input of the VoIP channel and the Cleanfeed output to the input of your Hybrid.
Therefor you need to make a cable from the RJ11 connector to input connector on your hybrid:
How to use the VoIP channel in my Airmate?
The VoIP channel is actually a USB sound card with the advantage of having a Mix minus 1 (N-1) and Clean feed output.
The Mix minus 1 prevents the caller from hearing his self by sending back the Mix minus itself (1). The Clean feed output does the same by sending out the Mix minus itself for the Line input at that channel.
This can be used to connect an external Hybrid like the Hybrid 1, 2 or GSM Hybrid.
Our VoIP channel are based on the CM119 USB sound card.
As all the VoIP channels work the same way, we will call them VoIP channel in the instructions below.
The VoIP channels you can find on your Airmate-8 unit at position 7+8.
For the Airmate-12 this will be position 11+12.
Please be informed that the VoIP channel is an option on the Airmate unit.
Standard the Airmate is delivered with two Telco (POTS) channels.
How can I configure my VoIP channel with a VoIP application?
To use the VoIP channel, you'll need a VoIP application on your computer and you need to setup the application to use the VoIP channels “Microphone” input and “Loudspeaker” output.
Download Skype or another VoIP application and install it on your PC.
When you connect the USB cable from your VoIP channel to your PC, your operating system will see for example the “Airmate VoIP” audio codec and install it as a “Microphone” and “Loudspeaker”.
Since most VoIP applications need a “Microphone” input to use for the incomming sound we used the CM119 chip.
Go to the settings of your VoIP application and configure the commmunication Microphone and Headphone as the VoIP channel source instead of the default Microphone and loudspeaker of the PC.
More information about how to configure your application can find the manual of the VoIP application.
If this is done, your VoIP software recognizes the VoIP channel as a headset and will work with all it's audio features.
It is possible to answer and make outgoing calls by opperating the computer but we also added a connect button and signalling feature.
Using the VoIP connect button:
To use the Connect button you'll need the D&R VoIP connect application which can be found at the software section of this Airmate wiki-page.
Download and install this application.
When installed the application starts as a “Service” can be found at the taskbar.
When you right click on the icon and press Settings it will open the configuration of the D&R VoIP connect application.
Select the model of the Mixing Console that you are using. In this case Airmate.
This application works like a virtual keyboard mapper for most VoIP applications.
So when you can “Answer” a call of your VoIP application with a keyboard command combination and you can “Hang up” a call of your VoIP application with a (different) keyboard command combination, you can configure these keyboard command combinations in the D&R VoIP connect application.
Simple translate the keyboard command combinations to the ones in the pulldown setting boxes.
The connect LED setting works for the LED at the Connect switch and for the “Start” jack or “GPO” that is configured as Ring signalling.
When set to “Internal state” both will toggle between “Off” and “On with each press of the Connect button.
Now you are able to Answer and hangup a call with the Connect button.
Control the Connect LED when application fires a command prompt command
To control the connect LED on the VoIP channel you’ll have to select “Remote Controlled UDP (Phoner app)” can fire a command with your VoIP software.
“Voip Connect” -s incoming
“Voip Connect” -s connected
“Voip Connect” -s disconnected
or
c:\Program Files (x86)\D&R Voip Connect\Voip Connect.exe -s incoming
c:\Program Files (x86)\D&R Voip Connect\Voip Connect.exe -s connected
c:\Program Files (x86)\D&R Voip Connect\Voip Connect.exe -s disconnected
These instructions can be added in a batch file which can be started in a hidden situation.
The VoIP led of the button can be set to internal state of the switch, or controlled by the VoIP application (UDP).
Right mouseclick on the blue voipconnect icon that you can find in your hidden icons right under your screen to change settings.
How to alignment of N-1 (MixMinus) on my Telco (POTS) channel?
NOTE: This alignment has already taken place at the factory, however if you later on replace the Airmate Telco (POTS) module you need to follow the next steps for a correct alignment of the N-1 signal.
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1. Power down the Airmate and open the bottom side.
2. On the bottom side of the Telco (POTS) channel you’ll find the two trim pots VR1 R and
VR2 L.
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On the SMD version Telco board
On the leaded version Telco board
3. Activate the 'LINE IN' switch on the Telco (POTS) module.
4. Connect an audio source to the LINE IN connector of the Telco (POTS) module, first Left
only. Easiest is a 1kHz 0dB tone from a signal generator.
If you don’t have a signal generator you can also generate a 1kHz sine wave with
Audacity on you’re PC connected to the Cinch LINE IN connector.
Be sure that it is +4dBu at the program output.
5. Power up the Airmate.
6. Move the fader to the top position. Set the Telco Send potentiometer to Maximum.
Press the ON switch and then press the Line in switch.
7. Make a Call to the Telco.
8. Turn the L trim potentiometer untill the sine wave is at it’s lowest level heard trough the
telephone.
9. Swap the connected cinch from the L cinch to the R cinch and repeat step 8.
10. Then connect both cinches and listen if the level stays at the same level.
When turning the Telco Send to 12 O’Clock the sine wave would be gone at the
telephone.
How to alignment the RC-balance on my Telco (POTS) channel?
The Resistor/Condenser is a onetime only adjustment.
Only in those situations where the Telco (POTS) module will be connected to another telephone line, a repeated adjustment could be necessary.
NOTE: The R/C balance trimming can only be performed after you have correctly followed
the N-1 alignment procedure as written in the FAQ answer above.
(only necessary if you install new modules)
1. Power down the Airmate.
2. Connect a 0dBu unbalanced sine wave from a signal generator to one of the other
modules and activate the LINE and ON switches, CUE needs to be off!!
If you don’t have a signal generator you can also generate a 1kHz sine wave with
Audacity on your PC connected trough USB.
Be sure that you adjust +4dBu at the program output of the mixer.
4. Connect the telephone system to the Telco (POTS) module’s WALL connector.
5. Connect a Phone appliance to the “TO PHONE” connector.
6. Power up the Airmate.
8. On your Telco (POTS) module deselect Line In. Set Telco send to 12 O’clock.
Set Gain to 12 O’clock.
9. Now make a call to the Telco (POTS) channel and take the call by pressing CONN and
move the fader up.
10. Now locate the “C ball” rotary switch (close to switch “LINE” and “GAIN” potentiometer).
11. Now measure the Program output with an oscilloscope. Adjust the “R. Bal” trimmer
above the “C ball” rotary switch while moving the Telco modules fader up and down till
the sine wave on the oscilloscope almost doesn't change.
12. It can happen that you'll have to change the “C ball” switch to a different value to get a
better result. When moving the fader up and down a minimal change in level should be
observed on the oscilloscope screen.
Repeat step 11 and 12 until you get the best results.
With an oscilloscope and 1kHz sine wave it is easier to find out if there is a change in the
signal level (Sine wave) when listening it can be more difficult.
How to connect the Telephone Hybrid 1 to my Airmate?
For an Airmate connect the Cleanfeed output of the Airmate to the to Cleanfeed output of the Hybrid-1.
Connect the to Mic input of the Hybrid to a Mic input at a desired Channel.
Set the jumpers (Cleanfeed on/off) J7 triple channel and Telco) of all the other channels to “On” and the channel where the Hybrid-1 is connect to to “Off”.
The incomming sound (Microphone) of my VoIP channel isn't working, how can I solve this?
Microsoft is changing the Privacy settings to prevent for hacking in to the Microphone sound and listen to what you are saying.
Check these settings:
FAQ's (Frequently Asked Questions)
Microphone inputs / outputs
How can I connect my mixer with Insert to a effects unit?
See this picture below:
How to bring your AES input to channel 4
See this picture below:
How can i connect my smartphone on the Airmate?
See this picture below:
FAQ's (Frequently Asked Questions)
On Air, fader start, GPO
I want to connect my Fader start to my CD player, Turntable or other player, how do I have to connect this?​
The fader start is called GPO which stands for General Purpose Output in this explanation!
First you'll need to know what kind of start signal your equipment needs.
This depends on the type and brand of the equipment.
Some equipment offer the option to change this in the setup of the unit.
The manual of your equipment or the supplier/manufacturer can explain what type of start signal is needed.
This can defer from a continous on, a continious off, a short pulse signal to start, a short pulse to start and a second to stop.
The equipment will give a positive or negative voltage on one the connections and possibly a ground.
(Some brands use a brand specific analog/digital signal and this can't be provided by our mixers!)
The other difference can occur in the connections.
Most equipments use a small stereo jack connector or connection cable to connect to their own brand mixer,
With connection options between Tip and Sleeve, Tip and Ring Tip and Sleeve, Ring and Sleeve or a combination for start and stop.
A simple way to test in which way your equipment Starts and/or Stops is to take a metal tweezer or plier and first shortly connect each of the options above.
If you found a connection that starts your equipment and it keeps playing write down this option and test if it stops when the same action is done or find the other connection.
This options are the Pulse start and or stop.
When your equipment hits play for a short moment you'll have to test and connect this option for a longer period.
This option will be the Continous start and stop.
Now your information translated to our mixers.
Our mixers provide a Potential free switch contact at their GPO
Our newer mixers can only provide a contact between the Tip and Ring of the GPO Jack due to the use of an Opto Coupler.
In older mixers the GPO are a Changeover switch with a Make contact between Tip and Ring and a brake contact between Tip and Sleeve.
In most situations a cable has to be soldered with the original lead at your equipments side and a stereo jack at the mixer's side.
Be sure to always use a stereo jack at the mixers side!
How can I connect my Mika-arm to my mixing desk? ​
See this picture below:
How can I connect my On-Air light to my mixing desk? ​
​See this picture below:
FAQ's (Frequently Asked Questions)
Troubleshooting & instructions
How adding an AES-output board inside my Airmate?
It's only possible to include an AES-output option inside your already purchased Airmate unit if you also exchange both master boards, specially created for this AES-output function.​
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To add this option, please contact your local D&R dealer or fill-in the sales form.
How do i open an Airmate in the right order to replace a fader?
Be sure that the unit is unplugged from the power source!
Remove the three screws in at the bottom row.
Remove the screw on the Left and Right side.
Remove the three screws on the bottom side.
Now the bottom housing can be lift off.
In a lot of cases it is possible to locate problems without disassembly of the P.C.B. and back metal.
Faders can be replaced without further dissasambly except the 2 screws that hold the fader in de front. Be sure to use the same screws as longer screws can lock up the fader travel.
How do i open an Airmate in the right order to replace a printed board?
Be sure that the unit is unplugged from the power source!
Remove the three screws in at the bottom row.
Remove the screw on the Left and Right side.
Remove the three screws on the bottom side.
Now the bottom housing can be lift off.
Remove the 3 screws at the top side.
Remove the screws that hold the connectors.
Remove the knobs of the specific PCB.
To remove a printed board you also have to remove the potentiometer nuts and screws that hold the printed board at the front.
I have technical problems with my Airmate and like to send it for check / repair. What to do?​
How to send a device for repair to D&R:
INSTRUCTIONS FOR SHIPMENT INSIDE THE EUROPEAN UNION
If you want to send equipment to us from a country within the European Union, sending the equipment by normal Post or a courier service is sufficient.
Please note that the equipment is well and securely packed and that metal parts are not in direct contact with the carton that holds the equipment.
In addition, it is very important for our engineers and internal administration to provide a description of the faults in the equipment.
Please send us all contact information, such as serisal number, name, return address, email and telephone number.
With this information we can send you a message by e-mail upon arrival of the device that it has been received in good condition or inform you if damage has occurred during transport.
In that case we always take pictures and add the info to the repair form that you will receive from us per email as proof of arrival.
EXTRA INSTRUCTIONS FOR GOODS FROM OUTSIDE THE EUROPEAN UNION
The send Invoice that needs to be with the shipment in and outside the carton should contain the following info
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1. Name and address of the sender
2. Temporary export/import for the purpose of repair (as Text on the invoice)
3. Date of transport
4. Name of the carrier
5. Tracking Number to D&R
6. Value of the equipment equal to the actual retail price. (if too low fraud is suspected)
If the device is returned after repair, the date of transport, the name of the carrier and the tracking number of the shipment to D&R will also be stated on the return invoice, so customs can always check that the device has actually left the country where it was repaired.
This is important information to avoid additional import costs and taxes on your side.
These are the most important things to consider when sending equipment to D&R for repair.
If there are still questions left, please contact us any time and we will help you.
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You can also contact D&R to to let us arrange the transport for you. In that matter we will invoice you these shipping cost on the moment that the unit will be ready for return shipment.
If you are located outside the borders of the EU, this option is recommended by D&R.
Thank you
D&R incoming goods and technical support.
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Repair shipping address:
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D&R Electronica BV
Rijnkade 15-b
NL-1382 GS, Weesp
The Netherlands
Attn.: Incoming goods / Repair
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I have technical problems with my Airmate and like to get support. What to do?​
If you like to have technical support due an issue with your broadcast mixer, you can always fill in our support form to have direct contact with our engineers.
On workdays you will receive a first reply on your mail within 4 hours.
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You can find here the link to fill in the support form for all needed information: SUPPORT FORM