Check our documentation - you'll find our what you need to know in order to translate. Also, since Translator reads AND writes to proprietary disk, we know things about the formats that no one else does. But Translator does it - and that improves our understanding when simply reading the file. Customer Community and Service Nothing beats a phone call for immediate service. Nothing beats a toll-free number either.
Nothing beats a live person, in extended hours, on the other end.
We've got all three. Pick that phone up. This reporting of files has been wildly successful for users and us. For example, just the other day we got an original Roland file e-mailed to us which had illegal velocity values, and that threw off Translator. So we documented and fixed it - now all users, unbeknownst to them, don't have to worry about that issue.