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Service Center is no longer used for NI updates, it has been replaced by Native Access

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

KONTAKT INSTALLATION QUESTIONS

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

IMPORTANT: Install the library while Kontakt is in standalone mode and not plugin mode.

Select the folder that contains the '.nicnt' file. If you cannot see this file, either:

  • you have an incomplete download / zip expansion error
  • the product is not compatible with Kontakt Player, and must be loaded via the file browser in the full version of Kontakt. This applies to our older products and free products.

 

Error message : 'This patch was generated by a newer version of the application.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

This means that you need to update Kontakt / Kontakt Player to the latest version : 5.6.8 in the NI Native Access app (Service Center is no longer used!).  

You do NOT need to buy another edition of Kontakt, just update the one you have.  

Error: Files not Found / Messed up graphics in Kontakt

People don't believe this when we tell them, but 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 fine)

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!

I keep having to add my Soniccouture instrument to my Kontakt Library over and over..

Make sure that you’re adding the library in Kontakt standalone mode (and not a plugin inside your DAW), and also that you’re logged in as an admin in Windows/OSX when you add the library.

If you’re already doing that, please close Kontakt and download NI’s Native Access application. After running Native Access, close it and launch Kontakt and the problem should be resolved.

If it’s still not working, please get in touch with our support team.

My version of Kontakt doesn't launch Native Access, it's NI Service Center instead..

INSTALLATION VIA NI SERVICE CENTER

NI changed the authorisation process for Kontakt libraries in 2017, introducing a new utility app: Native Access. All libraries added to Kontakt 5.6.8 or later now use the new Native Access method to authorise, and this is what is shown in our instruction videos and in our installation PDFs.

If you are using an older version of Kontakt (for reasons best known to yourself, no doubt), then if you add a library it will trigger the previous 'Service Center' app and method. If this applies to you, please follow the instructions in the link above.

 

Why does nothing happen after I enter my serial number in Native Access, when registering an instrument

Make sure you’re adding the library in Kontakt standalone mode - if this doesn’t resolve the issue go to Kontakt Preferences > Libraries.

Make the new instrument is selected there - and if not, please select it. This should resolve the issue.

Native Access won't run on MAC OS 10.9?

Here is a download of Native Access that will run on 10.9

Download

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!

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 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.