New~Wave Help Center

Select the desired topic for help.

Troubleshooting / Error Messages

COMMON QUESTIONS

Issue - When opening the software, an error message comes up saying "list index out of bounds." [Solution]

Issue - The New Wave software is opening with part of the screen off the monitor [Solution].

 

 

Hardware

The New~Wave USB stick is protected for defects for the first 30 days after purchase. It will cost the same original price to replace the USB stick if it gets damaged or stolen.

 

Troubleshooting

You may contact the customer support department for troubleshooting any problems that you may be experiencing. The support department charges $100 per incident. You may request support by filling out this form and either emailing or faxing the form back to the support department:

 

Training

New~Wave customers are entitled to 30 minutes of free training/setup. Additional training time may be purchased for $50 per half hour. Please fill out this form if you would like additional training beyond the initial 30 minutes.

 

Computer Configuration

You have the option of letting the customer support department configure and clean up your On Air PC for a $35 charge. Please fill out  form and either email or fax it back to the support department.

 

Email: support@arrakis-systems.com

Phone: 970-461-0730 x332

Fax: 970-663-1010

 

Warranty

Hardware

The New~Wave USB stick is protected for defects for the first 30 days after purchase. It will cost the same original price to replace the USB stick if it gets damaged or stolen.

 

Troubleshooting

You may contact the customer support department for troubleshooting any problems that you may be experiencing. The support department charges $100 per incident. You may request support by filling out this form and either emailing or faxing the form back to the support department:

 

Training

New~Wave customers are entitled to 30 minutes for computer configuration and setup. Additional training time may be purchased for $50 per half hour. Please fill out this form if you would like additional training.

 

Computer Configuration

You have the option of letting the customer support department configure and clean up your On Air PC for a $35 charge. Please fill out  form and either email or fax it back to the support department.

 

Email: support@arrakis-systems.com

Phone: 970-461-0730 x332

Fax: 970-663-1010

 

 

 

Contact

New~Wave customers are entitled to 30 minutes for a free computer configuration and setup. Additional training time may be purchased for $50 per half hour. Please fill out this form if you would like additional training. Limited email support is also provided.

 

You may contact support at:

nwsupport@arrakis-systems.com

A response to your email should be received within 72 hours.

 

Our support hours are:

Monday - Friday (Excluding Holidays)

8am - 4:30pm MST

Video Tutorials

There are 20 plus video tutorials, and over 1 hour of training available for New Wave users. Please visit this link to view the video tutorials page.

 

 

Unlocking Software

The New Wave automation system is unlocked via the USB stick provided. This USB stick must be plugged in to the On-Air PC at all times for the software to function properly. If the USB port on the PC is damaged or has problems, then it may be necessary to place the USB stick on a different USB slot on the PC.

 

The USB stick will not be replaced if it is damaged or stolen. It will require the full purchase price of the automation to get another USB stick.

 

 

Software Update

Software updates are included with the purchase of the New~Wave for 1 year after purchase. Minor changes are often made sporadically throughout the year, so be sure to check back often to see if you are running the latest version. There is an option to update your software after the initial year

 

Contact support@arrakis-systems.com for any questions with the update process.

 

 

  •   Standard Update

    This Download will update the New~Wave to the latest version. This process only works if your New~Wave software is contained in the C:\New Wave folder. If your software is contained in a different folder, you will need to manually change the files.

     

    Here are the steps to update:

     

    1) turn off the New~Wave program

    2) click on this link to download the software updater: Current New~Wave

    3) your internet browser will ask you if you want to Run or Save, select Run (if there is no option to 'Run', then Save the file to the desktop and double click on the file to run the program)

    4) click yes to all the messages. It will then delete the original New~Wave software and replace it. It will also create shortcuts on the desktop if it doesn't already exist

     

     

  •   Support Files

    All support files can be found on the New~Wave USB stick. These files must be contained in the C:\New~Wave folder:

     

    -hvs883.dll

    -mmmpeg32.dll

     

     

Training Opportunities

There are multiple different ways to learn about your automation system. Visit the training opportunities page to learn more.

 

 

Streaming Service Setup

Our automation system works with all major streaming services. To learn more on how to setup your streaming service to work with our automation software, please visit the Internet Radio page to learn more. Select the Streaming Services tab for  instructions.

 

 

PC Specs

 PC Specs