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Welcome to G66 Support - European Distributor for Fractal Audio Systems - Your source for help for all Fractal Audio products - Axe-Fx III, FM9, FM3 and more.

G66 Support - European Distributor for Fractal Audio

Reset System Parameters

USB Troubleshooting and Testing

Unwanted Noise, Hum, Buzz, Crackles, Distortion

Recovery Routines

How to Resolve Dyna-Cabs Not Installed or Incorrect Version

Using Fractal-Bot

Windows Driver Installation Tips

Mac OS Audio MIDI Setup Utility

How to reset Axe-Fx III, FM9, or FM3 to a "factory fresh" condition

Windows Device Manager Housekeeping

Routing Axe-Fx III Computer Audio to Out 1L/1R and Out 2L/2R

Tips for Setting Preset and Scene Levels

Knowledge Base

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Support Basics

Warranty and Repair

Fractal Firmware Update

Find quick answers to frequently asked questions. Explore our comprehensive FAQ and support information on products, orders, shipping, and more.

Our support generally answers questions within a few minutes. Email: support@g66.eu. Support: +49 461 1828094. WhatsApp: +49 151 62660473. Español: raul@g66.eu. Français: nico@g66.eu. Italiano: diego@g66.eu. HELP US PROVIDE GREAT SUPPORT. VISIT THE F

<h1 style="text-align: left;" id="contact-us">Contact Us:</h1>Our support generally answers questions within a few minutes.&#xA0;Email:&#xA0;<a href="mailto:support@g66.eu">support@g66.eu</a> &#xA0;Support: +49 461 1828094&#xA0;WhatsApp: +49 151 62660473Espa&#xF1;ol: <a href="mailto:raul@g66.eu">raul@g66.eu</a>&#xA0;Fran&#xE7;ais: <a href="mailto:nico@g66.eu">nico@g66.eu</a>&#xA0;Italiano: <a href="mailto:diego@g66.eu">diego@g66.eu</a>&#xA0;HELP US PROVIDE GREAT SUPPORT<ul type="disc"><li>Provide a clear description in the email subject line</li><li>Please be brief but detailed in questions/descriptions.</li><li>Let us know which specific product(s) you&#x2019;re asking about.</li><li>Please mention any troubleshooting steps you&#x2019;ve already taken.</li><li>Feel free to include attachments up to 25MB.</li></ul>&#xA0;VISIT THE FRACTAL FORUMThe Fractal forum is a great place to find answers and much more. Fractal Audio employees participate in the conversations, and helpful members will often answer questions even faster than official support can, especially during off-hours.<a href="https://forum.fractalaudio.com/">https://forum.fractalaudio.com/</a>

If you're experiencing issues with one of our products, this basic guide will help you troubleshoot common problems before you contact our support team. First, always check basic things: problems often arise from a faulty cable, connector, volume kno

If you&apos;re experiencing issues with one of our products, this basic guide will help you troubleshoot common problems before you contact our support team.&#xA0;<h3 style="text-align: justify;" id="begin-with-the-basics">BEGIN WITH THE BASICS</h3>First, always check basic things: problems often arise from a faulty cable, connector, volume knob setting, or other simple issues.Test audio in the simplest possible way. Disconnect everything except your guitar and a good pair of headphones. If you hear a problem in one of two speakers, switch the cables to see if the problem moves when you make this change or stays the same.Ensure the issue isn&apos;t related to a specific preset by testing various other presets. We recommend using only Factory Presets during troubleshooting. An EMPTY preset can also be helpful. (See Recovery Routines in this Knowledgebase if you need help creating an empty preset).Sometimes, a problem can be caused by a stuck button or footswitch. Work a stuck switch by pushing it firmly down and then gently moving your finger in a circular motion before releasing. Gently tap the switch or button multiple times to work out any interference.To rule out audio or performance problems that are caused by MIDI or USB, power off your device, remove these connections, and power on again.&#xA0;<h3 style="text-align: justify;" id="usb-and-computer-troubleshooting">USB AND COMPUTER TROUBLESHOOTING</h3>For USB connectivity problems, try a different cable (shorter is often better). Eliminate USB hubs. If possible, try a different computer. Interference from 3rd party devices or drivers can sometimes cause issues. Remember that under Windows, a driver is required for most of our products. Check the downloads section under your product in <a href="https://www.g66.eu/" rel="noopener noreferrer" target="_blank">our main web site</a>.Software issues are most commonly due to settings or problems on the host computer, but several frequently asked questions also stand out:If Axe-Edit, FM9-Edit, or FM3-Edit is missing amp types, parameter values, or new features, the first step is to try &quot;Refresh After New Firmware&quot; in the application&apos;s Settings&#xA0;menu:<img src="https://attachments.gorgias.help/v29dg/hc/ol5g/f73c8a1f-68f4-45d5-8c18-97ac64fa4a45-8fb50613-8e06-486d-87a8-bce27f3fc3bc.png" style="width: 300px;" class="fr-fic fr-dib">Some product firmware versions also require a certain editor version (&quot;or newer&quot;). Check the downloads section under your product in <a href="https://www.g66.eu/" rel="noopener noreferrer" target="_blank">our main web site</a> for the latest firmware and editor versions.&#xA0;If Axe-Edit/FM9-Edit/FM3-edit, etc. is not connecting to or detecting your connected hardware, check the &quot;port&quot; options in the application menu Settings &gt; Preferences.&#xA0;By following these steps, you should be able to identify and possibly solve common issues with our products.&#xA0;If you need further assistance, please contact us.

We offer a 3-year warranty on all our products and are also very accommodating after the warranty period (G66 goodwill policy applies). Within the first three months after the purchase we will usually exchange the unit (if stock available). If you ne

<h3 id="isPasted" style="text-align: justify;">What are the terms of the warranty?</h3>We offer a 3-year warranty on all our products <span id="isPasted" style="color: rgb(0, 0, 0); font-family: Roboto; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 300; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">and are also very accommodating after the warranty period (<span id="isPasted" style="color: rgb(13, 13, 13); font-family: S&#xF6;hne, ui-sans-serif, system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, Ubuntu, Cantarell, &quot;Noto Sans&quot;, sans-serif, &quot;Helvetica Neue&quot;, Arial, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">G66 goodwill policy applies). <span id="isPasted" style="color: rgb(0, 0, 0); font-family: Roboto; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 300; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Within the first three months after the purchase we will usually exchange the unit (if stock available).&#xA0;<h3 id="isPasted" style="text-align: justify;">Warranty and Support Information:</h3>If you need to make a warranty claim or report any issues with your product, please reach out to us at:G66 GmbH Marienstra&#xDF;e 59a 24937 Flensburg GermanyPhone: +49 (0)461 1828-066 Fax: +49 (0)461 1828-093Email: <a data-fr-linked="true" href="mailto:kicks@g66.eu">kicks@g66.eu</a>Within the first year after your purchase, we&apos;ll manage the return shipping costs for you. After we&apos;ve discussed the issue together, we&apos;ll arrange for the pickup.&#xA0;<h3 style="text-align: justify;" id="warranty-details">Warranty Details:</h3>Transferrable Warranty: Our warranty is designed with flexibility in mind. Whether your unit was purchased new, used, or as B-stock, it&apos;s covered under our comprehensive warranty plan.<h3 style="text-align: justify;" id="repair-costs-outside-the-warranty">Repair Costs Outside the Warranty:&#xA0;</h3><span id="isPasted" style="color: rgb(0, 0, 0); font-family: Roboto; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 300; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><span style="color: rgb(13, 13, 13); font-family: S&#xF6;hne, ui-sans-serif, system-ui, -apple-system, &quot;Segoe UI&quot;, Roboto, Ubuntu, Cantarell, &quot;Noto Sans&quot;, sans-serif, &quot;Helvetica Neue&quot;, Arial, &quot;Apple Color Emoji&quot;, &quot;Segoe UI Emoji&quot;, &quot;Segoe UI Symbol&quot;, &quot;Noto Color Emoji&quot;; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">After warranty, the G66 goodwill policy applies.&#xA0;We&apos;re here to support you and your investment in our products, warranty period or not, aiming to provide solutions that keep your equipment performing its best.&#xA0;<h3 style="text-align: justify;" id="keep-in-mind---availability-of-parts">Keep in mind - Availability of Parts:&#xA0;</h3>On occasion, repairing older products might be challenging due to the discontinuation of specific parts. We strive to keep a stock of parts for as long as feasible and appreciate your understanding in these scenarios.We want to ensure that your experience with G66 is as smooth and worry-free as possible, from the moment you purchase your product through any service needs that may arise. Our team is here to help and provide the support you need in a professional and timely manner.

Firmware is like the operating system of your Fractal Audio product. It is tracked using version numbers like 1.00, 2.00, etc. We ship our products with the latest firmware versions installed. Fractal's free utility Fractal-Bot is used for firmware u

Firmware is like the operating system of your Fractal Audio product. It is tracked using version numbers like 1.00, 2.00, etc. We ship our products with the latest firmware versions installed.&#xA0;<h3 style="text-align: justify;" id="updates">UPDATES</h3>Fractal&apos;s free utility Fractal-Bot is used for firmware updates. It can also be used to back up your presets, user cabs, and system settings prior to updating. Fractal-Bot is built-in to the latest editors including Axe-Edit III, FM9-Edit, and FM3-Edit, or can also be run as a standalone program available from <a data-fr-linked="true" href="https://www.g66.eu/support/getting-help/downloads">https://www.g66.eu/support/getting-help/downloads</a>.Fractal-Bot automatically checks for any available firmware updates and walks you through the update process. Prior to updating, it also displays the Release Notes which list everything that is new or changed as well as any important information you may need to know before proceeding. Please take time to read the release notes.This <a href="https://www.youtube.com/watch?v=YnOBjvnN1gQ" rel="noopener noreferrer" target="_blank">YouTube Video&#xA0;</a>covers how to update firmware using Fractal-Bot.You can also use Fractal-Bot for manual updates by downloading the latest firmware for your product in the SUPPORT: Downloads menu of <a href="https://www.g66.eu/" rel="noopener noreferrer" target="_blank">https://www.g66.eu/</a>. Every firmware download also comes with an included Firmware Update Guide and the important Release Notes. Please take time to read these.<h3 style="text-align: justify;" id="checking-your-current-firmware-version">CHECKING YOUR CURRENT FIRMWARE VERSION</h3>On the Axe-Fx III, FM9, and FM3, You can check your version any time by pressing the SETUP button (Push-knob E) on the Home page. The version is displayed at the top of the Setup menu.&#xA0;Older products typically display the current version on the last page of the &quot;Utility&quot; menu.

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