What to send to support
With these details, support can solve it without back-and-forth.
The quickest way is Contact support in your account (under License): the e-mail already carries the product, the version, the Access code, the licence e-mail and the active devices. Or write to suporte@redkeys.com.br with:
- Your purchase e-mail and Access code (or the order number). There is no need to send the serial.
- The REDKEYS version: Settings › About.
- The Windows version and whether you use the app or the plugin in a DAW (and which DAW).
- The audio interface and driver: Settings › Devices › Audio interface.
- The exact line the screen showed — a screenshot helps a lot.
- What you were doing and whether it always happens or only sometimes.