I have been searching for an answer to this one, cause I started banging my head against the WALL!!!!!! Needless to say, I am not surprised that you didn't get an answer from any staff, and you probably never will, this is another BIG DISASTER along with the HUGE one, having a 1000€ controller, with only 16 assignable faders, not having at least a second bank, which you can find even on a 100€ controller. I have seen numerous complains about this since the end of 2016. Do they care? A year and a half later, no update whatsoever, I've never even saw a responsible answer anywhere, on how you can make a controller that's not able to even control your own plugins, and advertise so much its ability to control third party plugs, which on most cases its frustrating to say the least. VERY VERY disappointing.