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1. Review the preceding troubleshooting
suggestions. Please.
2. Call Tech Support at 1-800-258-6883, 7 am
to 5 pm PST, to explain the problem and
request an RA (Return Authorization)
number. Have your monitor’s serial
number(s) ready. You must have an RA
number before you can obtain service at the
factory.
3. Set aside the power cord, owner’s manual,
or anything else that you’ll ever want to see
again. We are responsible for the return of
the monitor only.
4. Pack the monitor in its original packing
box. This is very important. When you call
for the RA number, please let Tech Support
know if you need new packaging. Mackie is
not responsible for any damage that occurs
due to non-factory packaging.
5. Include a legible note stating your name,
shipping address (no P.O. boxes), daytime
phone number, RA number, and a detailed
description of the problem, including how
we can duplicate it.
6. Write the RA number in BIG PRINT on top
of the box.
7. Ship the monitor to us. We suggest insur-
ance for all forms of cartage. Ship to this
address:
Mackie Designs
SERVICE DEPARTMENT
16220 Wood-Red Rd. NE
Woodinville, WA 98072
8. We’ll try to fix the monitor within five
business days. Ask Tech Support for current
turnaround times when you call for your RA
number. We normally send everything back
prepaid using three-day shipping. However,
if you rush your monitor to us by next-day
air, we’ll treat it in kind by shipping it back
the same way in which it was received. This
paragraph does not necessarily apply to
non-warranty service.
• Make sure the signal cable is not routed
near AC cables, power transformers, or
other EMI sources (including wall warts
and line lumps!). These sources usually
produce hum.
• Is there a light dimmer or other triac-based
(SCR) device on the same AC circuit as the
monitor? Dimmers cause buzzing noises.
Use an AC line filter or plug the monitor
into a different AC circuit.
• Excessive hiss is an indication of an
incorrect gain setting somewhere before
the speaker.
• If possible, listen to the signal source with
headphones plugged into the console. If it
sounds noisy there, it’s not the monitor.
I hear sound from the monitors after I
switch the AC power off!
• Use the front panel switch to turn the
monitors on and off, or turn off the signal
going to the monitors when the AC power is
turned off.
If you unplug the HR824 or turn off the
power strip that it’s plugged into with a signal
applied to the input, you may hear sound from
the monitor for a short period of time as the
muting circuit unmutes and the power supply
finishes discharging. This is normal and not
harmful to the monitor.
Repair
Service for the U.S. versions of our monitors
is available only from our factory, located in
sunny Woodinville, Washington. (Service for
monitors living outside the United States can
be obtained through local dealers or distribu-
tors.) If your monitor needs service, follow
these instructions: