Product Support

1. FAQ

I didn't receive an activation email when I registered

Often account activation emails end up in spam folders or junk mail filters - please double check it isn't there.

If you cannot find it, please email us and we will authorise your account.

You can reset your password using the Password Reset link.

Can I re-download my SC products any time I like? How about, say, in 5 years time?

Yes. Your Soniccouture account contains downloads of all products you purchase, and you can always come and download these whenever you need to; like in the event of a hard drive failure, or setting up a new computer. There is no limit on downloads.

I can't find my serial number, can you resend it?

You can find the serial number for your product (if it has one) in your account>my products.

The serial number is displayed in the product box, under the product title.

(Only Kontakt Player products require serial numbers for activation - full Kontakt format products, such as free or exclusive content, do not.)

 

I bought an SC product somewhere else, can I register it at Soniccouture?

Yes, you can: just go to account > register product.

And yes, you can claim one exclusive content instrument for every product you register.

Note: For technical reasons it is not possible to register Live Packs purchased at Ableton.com this way, you will need to contact us directly using the email form on the right and we will be happy to do it for you.

Can I sell my SC license?

Yes, this is possible for Kontakt Player products only. We charge a €25 / $25 fee to re-register the serial for the new owner. This covers our time & enables an additional Exclusive Content download.

Please email us for further details.

How many machines can I install the instrument on?

The standard Kontakt Player serial number license can be used on two machines at once. If you need more installs, addtional licenses can be purchased at 50% off, just email us to arrange this.

 

Kontakt Says I Need To Update, But Service Center says I am up to date?

Service Center is no longer used for NI updates (5.6.6 was the last one in Service Center), it has been replaced by Native Access

Download and run the new app and it should solve any update /activation problems.

My Library Has Disappeared From Kontakt!

This is a new feature in Kontakt where you can select which libraries show in the libraries browser. To edit, go to:

Options / Libraries

And re-select the library you want to show up.

INSTALLATION FAQ

DOWNLOAD APP FAQ

KONTAKT FAQ

Are your older products fully compatible with Kontakt 5?

Yes, we have now tested our products with Kontakt 5 and all run smoothly.

Do all your Kontakt products run in Kontakt Player?

Yes, most of them do.

We have many Kontakt Player compatible products: they will run in any DAW or as a standalone instrument : These will be very clearly marked 'Kontakt Player Compatible' and 'Powered by Kontakt' on the product detail page. 

However, many older (and all the free) Soniccouture products do need a full install of the retail version of NI Kontakt  (versions 3, 4, 5)  - This is listed at the bottom of each product page under 'Compatibility'. Please be sure to double check this before purchasing.

What is the difference between 'Kontakt' and 'Kontakt Player' ?

Don't feel bad for being confused - this issue is a fuzzy one for lots of people. Here are the facts :  

KONTAKT is a software sampler / virtual instrument made by Native Instruments. You can use it to build your own instruments, or use the extensive library of sounds that come with it. You can also buy / use 3rd party sample libraries (like many of our products) in it. Any library or instrument ( nki) that you load into it can be fully opened up edited and customised.  

KONTAKT PLAYER is a free, restricted version of Kontakt. It has all the functionality of the full version, but it does not allow you to create your own instruments or edit libraries that you buy ( apart from using the front panel knobs that may be part of that library). *IT CAN ONLY BE USED WITH COMMERCIAL LIBRARIES SPECIALLY ENCODED FOR KONTAKT PLAYER.*  

If a library you want to buy says 'requires the full version of Kontakt' or doesn't say 'Powered by Kontakt Player ' or similar, then it will not run properly in Kontakt Player, it will time out after 15 minutes.

How can I speed up loading times? It seems VERY slow

If your product is taking minutes to load instead of around 30secs, then you need to do a Batch Re-save, which completely fixes the problem.

NI have some instructions on how to do this: Batch Resave

How can I create multiple outputs from Kontakt in my DAW?

Not all our instruments support multiple outputs, but some - Electro-Acoustic, Hammersmith, Haunted Spaces, Konkrete - do. If you're having trouble getting that working, the trick is that first you need to configure Kontakt to have multiple outputs on your system. Here is a link which explains how to do that:

How To Create Multiple Outputs In Kontakt

OTHER FAQ

2. EMAIL US

We will do our best to answer your email within 24 hours.
Please include as much information about your problem as possible, including error messages if relevant.