Circle Surround II Plug-in for Windows Media Player 9
Technical Support and Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS:

Please review the FAQS below before contacting technical support. If you still have further questions, contact us at the address below.

Symtom: Possible Solution/Explanations:

There is a delay when I change any of the controls, what is this?

This delay exists in all of the enhancement controls within the Windows Media Player 9. However, it should be very minimal and once you understand it exists, it becomes easier to adjust your settings.

I am not getting any sound out of my center speakers.

Double check that the speakers are connected correctly and turned on.
The speaker settings under the control panel may be set to stereo or 4.0. Go to “Sounds and Audio Devices” under the control panel. Click on the advanced tab under speaker settings. Change the speaker set-up in the drop down menu to match the set-up on your system.

I am not getting any sound out of my rear speakers.

Double check that the speakers are connected correctly and turned on.
The speaker settings under the control panel may be set to stereo. Go to “Sounds and Audio Devices” under the control panel. Click on the advanced tab under speaker settings. Change the speaker set-up in the drop down menu to match the set-up on your system.
The media being played is mono and the plug-in is set to either Cinema or Music. Adjust the Decode Mode setting to Mono.

Dialog or Vocals are coming out of all of the channels.

The CSII Decoder Plug-in may not be enabled. It is possible to have the controls visible without the decoder being on. If this is the case, when you make adjustments to the controls a help balloon will appear stating that you need to enable the decoder plug-in. On the menu bar for the Windows Media Player go to: Tools> Plug-ins and make sure there is a check by the CSII Decoder.

I hear digital artifacts in the rear speakers.

The steering and separation of Circle Surround encoded media holds up down to 40kbps stereo. The digital artifacts that typically exist in this heavy compression sometimes appear in the rear speakers in Circle Surround. The codec used, amount of compression and type of content can affect the amount of artifacts in the rear channels.

I can not access the CSII plugin when playing some files and DVDs

Due to copyright issues, the Windows Media Player 9 does not allow any plugins to operate during the playback of a secured file such as a DVD or other streaming media.

After I scroll to a new point in the media, I hear a clicking sound during playback.

This occurs with all audio plug-ins for the Windows Media Player that are currently available. If you stop and restart the player, the clicking will go away.

I have entered the registration code correctly, but I still get an error.

Your user needs to have administrative privileges in order to install the CSII Plug-in.

Both the CSII Controls and CSII Decoder are enabled, but I am unable to turn the Plug-in on.

On certain systems, the Windows Media Player needs to be shut down and restarted for the initial configuration to be completed.

The audio quality sounds distorted.

It is possible to distort (clip) on certain recordings if the speaker level controls, TruBass and/or Dialog Clarity are set too high. Adjust the individual speaker level controls to eliminate the clipping.

I have followed all of the directions, but the sound is still very garbled.

There is a compatibility with the Circle Surround II Plug-in and some Turtle Beach sound cards. If you are experiencing this problem, we regret to inform you that there is no fix for this. Please email support@srstechnologies.com for a refund.

I have entered the registration code correctly, but I still get an error.

Your user needs to have administrative privileges in order to install the CSII Plug-in.

Are there any updates available?

The latest version available is version 1.3. If you have version1.3, it will say so in the Plug-in label. Also, if when you go to: Tools>Plug-ins it says CSII Controls and CSII Decoder without V 1.3 after it, then you have an older version. Click here to go to the update page.

How do I get my ID and password

You can obtain a copy of your information by clicking here. You will need to provide your email address that you used when you purchased the software online. It will be compared to our database and return the same ID and password that was issued at the time of purchase

I can not download the software

If you are behind a firewall you may experience difficulty downloading the software. Disable your firewall and download as normal.
If the website displays “Invalid Login” click here to enter your email address that you used when you purchased the software online. You will be prompted to download and save the software into your computer.

SYSTEM REQUIREMENTS:

Microsoft Windows XP
500 MHz CPU (600 MHz recommended)
128MB RAM
1.3 MB Free drive space
Windows Media Player 9 Series
Multichannel sound card*
A minimum of 4 speakers

NOTICE: *Santa Cruz audio card users should get your driver update here before using our CSII plug-in

Note: It is important that you set-up your system to play back in the appropriate configuration. For example, if for any reason the 5.1 sound card is configured as stereo in the control panel, then no sound will be delivered to the rear channels at any time, even with the Circle Surround II Plug-in.

CONTACT SUPPORT:

Email: support@srstechnologies.com
Hours: 9:00am-5:00pm M-F (closed on weekends)

Address:
2909 Daimler Street
Santa Ana, CA 92705

Fax:
(949) 442-1484

Symtom:	Possible Solution/Explanations:
There is a delay when I change any of the controls, what is this?	This delay exists in all of the enhancement controls within the Windows Media Player 9. However, it should be very minimal and once you understand it exists, it becomes easier to adjust your settings.
I am not getting any sound out of my center speakers.	Double check that the speakers are connected correctly and turned on. The speaker settings under the control panel may be set to stereo or 4.0. Go to “Sounds and Audio Devices” under the control panel. Click on the advanced tab under speaker settings. Change the speaker set-up in the drop down menu to match the set-up on your system.
I am not getting any sound out of my rear speakers.	Double check that the speakers are connected correctly and turned on. The speaker settings under the control panel may be set to stereo. Go to “Sounds and Audio Devices” under the control panel. Click on the advanced tab under speaker settings. Change the speaker set-up in the drop down menu to match the set-up on your system. The media being played is mono and the plug-in is set to either Cinema or Music. Adjust the Decode Mode setting to Mono.
Dialog or Vocals are coming out of all of the channels.	The CSII Decoder Plug-in may not be enabled. It is possible to have the controls visible without the decoder being on. If this is the case, when you make adjustments to the controls a help balloon will appear stating that you need to enable the decoder plug-in. On the menu bar for the Windows Media Player go to: Tools> Plug-ins and make sure there is a check by the CSII Decoder.
I hear digital artifacts in the rear speakers.	The steering and separation of Circle Surround encoded media holds up down to 40kbps stereo. The digital artifacts that typically exist in this heavy compression sometimes appear in the rear speakers in Circle Surround. The codec used, amount of compression and type of content can affect the amount of artifacts in the rear channels.
I can not access the CSII plugin when playing some files and DVDs	Due to copyright issues, the Windows Media Player 9 does not allow any plugins to operate during the playback of a secured file such as a DVD or other streaming media.
After I scroll to a new point in the media, I hear a clicking sound during playback.	This occurs with all audio plug-ins for the Windows Media Player that are currently available. If you stop and restart the player, the clicking will go away.
I have entered the registration code correctly, but I still get an error.	Your user needs to have administrative privileges in order to install the CSII Plug-in.
Both the CSII Controls and CSII Decoder are enabled, but I am unable to turn the Plug-in on.	On certain systems, the Windows Media Player needs to be shut down and restarted for the initial configuration to be completed.
The audio quality sounds distorted.	It is possible to distort (clip) on certain recordings if the speaker level controls, TruBass and/or Dialog Clarity are set too high. Adjust the individual speaker level controls to eliminate the clipping.
I have followed all of the directions, but the sound is still very garbled.	There is a compatibility with the Circle Surround II Plug-in and some Turtle Beach sound cards. If you are experiencing this problem, we regret to inform you that there is no fix for this. Please email support@srstechnologies.com for a refund.
I have entered the registration code correctly, but I still get an error.	Your user needs to have administrative privileges in order to install the CSII Plug-in.
Are there any updates available?	The latest version available is version 1.3. If you have version1.3, it will say so in the Plug-in label. Also, if when you go to: Tools>Plug-ins it says CSII Controls and CSII Decoder without V 1.3 after it, then you have an older version. Click here to go to the update page.
How do I get my ID and password	You can obtain a copy of your information by clicking here. You will need to provide your email address that you used when you purchased the software online. It will be compared to our database and return the same ID and password that was issued at the time of purchase
I can not download the software	If you are behind a firewall you may experience difficulty downloading the software. Disable your firewall and download as normal. If the website displays “Invalid Login” click here to enter your email address that you used when you purchased the software online. You will be prompted to download and save the software into your computer.