We have gotten past this issue (pretty much) and move on to others which really do not involved Pianoteq.

So, thank you again for the help.

The posting involving the BETA driver for focusrite is interesting and I will keep that available for another possible step if needed.   thanks

He is using the latest focusrite driver for Windows operating system.

He should use the beta drivers:
http://beta.focusrite.com/releases/focu...2_drivers/

The most likely cause for this problem:

. . . Pianoteq isn't pointed to the correct (Focusrite) driver.

Instead, it's using the default soundcard on the computer (which probably has a maximum rate of 44.1 kHz).

The setting is done in the Pianoteq "File |  Audio/MIDI Setup" window.

. . . Select the correct "audio device type", and "device", and _then_ set the sample rate.

.      Charles

PS -- please forgive me if you've tried this already, and it hasn't helped.

He is using the demo copy of Pianoteq.

I use a Focusrite Scarlett 2i4, 96000 Hz, 24-bit settings with JACK (jackdbus or jackd) without a problem and with low latency (~5 milliseconds or less) on Linux. Which version of Pianoteq is he using (Stage, Standard, Pro)?

There may be other information you have not provided that others may ask for.

He is using a laptop computer and a Focusrite audio device.

We are in the initial stages of setting it up.

The sample rate for him is set at 44100 Hz and asked him to try setting it a bit higher.

Here was his response ....

96000 hz is maximun what Focusrite supports afaik
but when I change it PT to anything other that 44100 I get no sound when I press keys. Also if I retirn it to 44100. I need to restart PT to get sound back

Does that mean anything to anyone ?

He is getting a terrible sound at 44100 and I am trying to figure out why ?