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.

DOWNLOAD INSTALLER QUESTIONS

Mac OS Sierra

To launch the download installer in 10.12 you need to right-click on the app, then agree that you want to launch the app ;)

Error Message: The File has already been downloaded

If your product downloader has stopped and will not resume the download, you can follow these steps:  

  1. Delete the existing downloader app
  2. Download a new download app from your Soniccouture user account.
  3. Open the new download app on the computer, and point it at the location that contains the .part file - it should resume downloading where it stopped.

Error Message: Extraction Failed

This happens when the app has finished downloading the zip file, and finds there is not enough room on the destination drive to unzip it.  

Ensure you have 2x the amount of hard drive space available: so if the download is 45GB, you need to have at least 90GB free. This is because when the zip file extracts it will create a new product file.  

Once this process has completed you can trash the zip file, freeing up the space again.

IMPORTANT: If you have checked you have enough free space, then simply try manually double-clicking the .zip file you have downloaded - it should unzip fine. We are working on this bug!

Missing Files / The Product Folder is too small after extraction

It's very important to use Winzip: if you don't, you may not get an error during extraction, but the product folder may be smaller than expected and may result in a malfunctioning instrument.

The reason for this is that most unzip utilities do not handle very large zip files (like ours) correctly, because they don't generally need to.

To ensure this doesn't happen, re-extract the zip file using Winzip.

(Mac OSX's buillt-in Archive Ultility also works fine for mac users.)

The app is stuck on 'Extracting Files..'

If this happens, then either:

the extraction worked anyway: check to see if you have SC-Product folder on your computer. If you do, just carry on and add it to Kontakt, and all will most likely be fine, or

If you DON'T see a folder, then double click the zip file manually  (be sure to use Winzip or Mac's Archive Utility as others give errors). If all goes as expected, carry on and add it to Kontakt.

'Server Error' when starting download

This happens if you choose a download location that you do not have permission to write files to, e.g. the Kontakt 5 application folder.

Try choosing another place and see if it helps.

'Failed Writing Body' Error Message

There is not enough free space on your drive, or you have a FAT32 format drive. FAT32 cannot support any single file larger than 4GB, so this can cause issues with our larger products.

You can get around this by downloading the products zip file to another drive, unzipping it, then moving it back to the FAT32 drive once it is unzipped, since the individual contents of the product folder will not be over 4GB per file.

KONTAKT INSTALLATION QUESTIONS

I can't add my product to Kontakt's 'Libraries' tab - it just says 'no library found'

You need to choose the folder that contains the '.nicnt' file. If you cannot see this file, either you have an incomplete download / zip expansion error, or the product is not compatible with Kontakt Player.

Only official Kontakt Player instruments can be added to the Libraries tab. If the product you have purchased requires the full version of Kontakt, then you cannot add it here.   You have to load the .nki files via Kontakt's file browser  (go to the 'Files' tab at the top left) 

Error Message : 'The patch is encrypted and can't be loaded unless the respective library is registered properly.'

You need to authorise your Kontakt Player library in NI Service Center. Follow the 'Add library' procedure in the product's user guide PDF, under 'Installation'.    

If you have already done this, but still get the error message shown above, then follow these steps :    

  1. Make sure you have kontakt in standalone mode and not plug-in mode.    
  2. Remove the library from Kontakt's library tab (the cog/options menu in the bottom right corner of the library pane.)    
  3. Add the library again, and restart Kontakt. (This will not require you to authorise again)

Error message : 'This patch was generated by a newer version of the application. Please upgrade your copy to load the patch.'

This simply means that you need to update Kontakt to the latest version  eg: 4.2.4, 5.4) in the NI Service Center.   You do NOT need to buy the most recent edition of Kontakt, just update the one you have.  

Error: File not Found / Messed up graphics in Kontakt

This is most likely an extraction error.

If you do not use Winzip, you may not get an error during extraction, but the product folder may be smaller than expected and may result in a malfunctioning instrument.

The reason for this is that most unzip utilities do not handle very large zip files (like ours) correctly, because they don't generally need to.

To ensure this doesn't happen, re-extract the zip file using Winzip.

(Mac OSX's buillt-in Archive Ultility works ok)

How can I move my SC instruments to a new computer?

You can simply copy the SC product folder over to the new computers HD (no need to download again) and then follow the usual ‘Add Library’ process to add the library to Kontakt. You will then need to activate the product in NI Service Center using your serial number.

In the case of non-Kontakt player instruments (such as the Exclusive Instruments), there’s no installation/activation process of course, just copy the folder over and use the .nkis as usual!

KONTAKT QUESTIONS

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

OTHER QUESTIONS

Are your samples recorded dry? I can hear reverb in the demos.

All our samples are recorded in studio conditions, very dry and close. Any room sound or reverb you hear in a demo will be from the reverb effects provided in the instrument.

I don't have Kontakt or EXS24, but my sampler says it loads Kontakt format. Will it be able to load Soniccouture products?

The short answer is : we don't know! The long answer is that our products are not tested with any other samplers, and while other samplers may load a basic Kontakt mapping without problems, they can't translate the sophisticated custom KSP scripting (Kontakt's programming language) that Soniccouture products include. It's therefore extremely unlikely you will get satisfactory results.

I'm very / a bit / sort of Famous, will you endorse me and give me free stuff?

If you have to ask, the answer is almost certainly going to be 'no'. As a rule, we find that genuinely successful composers are happy to pay for their instruments and support our business.

 

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.