Send a bug report

SEND A BUG REPORT

You might have a problem which can be solved immediately.
So please check these solutions first, before you are taken to the bug report form.

If the software stops to work after a couple of minutes...

You haven't registered/activated the software and it is therefore operating in demo mode, working only 3 minutes and then it needs to be restarted.

Or you're using the trial version longer than 3 minutes. The trial version can only be used 3 minutes, then you must remove it from the track and insert it on the track again. You don't have to restart your host. Just remove the plugins from the track (or rack or whatever your host uses) and then insert it again.

The screen is "cut off" so you cannot see the whole plugin...

You're using a VST-to-DirectX adapter, such as Cakewalk's adapter or VST-DX (Amulet) from FXPansion. These adapters have a default setting for how big the plugins windows are per default. You need to change that adapter setting. Please read your adapter's manual.

You can't find the synth or effect in your host...

Some hosts don't support effects, only instruments. That means you have to use for example a VST-to-DirectX adapter to use VST effects in these programs, for example Acid Pro (it's possible to use the synths in Acid Pro though).

And some other hosts only support effects and not synths.

Adapters on the market are Cakewalk's VST adapter, VST-DX (Amulet) from FXPansion and Tonewise's DirectiXer. Please do a Google search to find out where you can get some of these.

Anyhow, this is not a bug, so please don't use this form for that purpose. Please read your host's manual and check if it supports effects, synths or both. And where you should put the effect- and synth plugins so they work.

We have tested the software in dozens of hosts out there and we're absolutely sure that it works. So if you have installed any of them and they don't appear in your host, then it's not a bug in the plugins, but a problem either with your installation or your host.

Can't load patches...

If you saved a patch or a bank using the host's own save function (most hosts add a menu bar at the top of the plugins window), then you can't load it using the plugins load function. You cannot mix host and plug-in files. If you saved using the host's save, then you must also load using the host's load. The same applies to the plugins. If you saved using the plugins' save, then you must load using the plugins' load function and not using the host's load function.

Please read the manual to learn how the patches are loaded.

You get pops and clicks...

NOTES

How many notes do you play and how fast is your computer? All synths have dynamic polyphony. Other plugins don't always have this feature. It means that you get as many voices as your CPU can manage, but if you play more than it can manage then you will get random pops and clicks when the CPU cannot manage more notes. Play fewer notes at the same time.

VOLUME

Or if your volume level is too high, either in the plugins or in the mixer section of your host, then you might get pops and clicks when the audio clips. Please adjust the volume.

SYNC

Or are you using sync? Do you have any of the sync buttons selected? If you have, then are you sure that your host supports VstTimeInfo for sync? VstTimeInfo is a feature in the VST specification, which allows hosts to send information about where they are in the track, to plugins. Some hosts don't support this feature, for example Fruity Loops.

No sound at all from the plugin...

RIGHT TRACK TYPE

(1). With some hosts it's possible to put an intrument on an audio track or an effect on an instrument track. Of course, that doesn't make sense so please check that the synth is allocated on a MIDI track.

(2). If you're trying some of the effects, then please check that it's used either as an insert on an audio track or as a send effect on an audio track.

VOLUME SETTINGS IN YOUR HOST

(3). Check the mixer volume (in your host/sequencer's mixer).

(4). Check that you don't have to route the synth or effect track to the main output or master section, in your host.

HARDWARE CONNECTIONS

Also check this, and really check this, even a pro can do these mistakes. In fact, they're quite common:

(5). Are your speakers connected?

(6). If you speakers have an on/off switch, then is it switched on?

(7). Is the output of your sound card connected to your amplifier?

(8). Is your amplifier switched on?

(9). Are you using the correct output on your sound card?

TRIAL VERSION LIMITATION/EXPIRED

The trial version has a 3 minute limitation, which means that it will get silent after 3 minutes. Then you have to remove the synth or effect from the rack (or whatever your host uses) and allocate it again.

(10). Check that you haven't used the plugins for more than 3 minutes without restarting the them.

Or perhaps you have tried the plugins for more than 30 days. Then they'll stop to work.

Final checks...

Please make sure that you followed the installation instructions when you installed the plugins.

And please make sure that you didn't install the plugins without uninstalling an older version first.

Most problems on Mac are caused by users dragging the plugins to the root component folder instead of their home component folder. Then they don't have access rights to the root component folder and things crash. Please ensure that the plugins are in your [HOME]/Library/Audio/Plug-Ins/Components/ folder and not your [Computer]/Library/Audio/Plug-Ins/Components/ folder (if you use Audio Units, same principle for VST plugins, but replace /Components/ with /Vst/).

On Windows problems are sometimes caused by people installing more than one version of the same plugins effectively overwriting the default start up files but keeping the old DLL files. Try uninstalling, then checking manually that the DLL file was really removed. If not, then remove it manually. Then install again. If you're using more than one host, then please check where you're keeping your plugins and make sure that you don't have older versions of the plugins for one host and newer versions at another place, for another host.

The Report

Remember to give us as much information as you can in the "Describe the problem" text field. Just writing "Dude, it doesn't work" is a complete waste of time for us and it's impossible for us to help you if you don't provide more information than that.

Plugin Name (e.g. SpaceSynth, Ambient Keys etc)

Plugin Version

Windows/VST or Mac/AU?

Host Name (e.g. Cubase SX, Logic etc)

Host Version

Sound Card

Sample Rate

Latency Setting (buffer size)
(this is important, but leave field blank if you don't know)

When ? (e.g. when clicking on ..., when playing a note, etc)

How Often ? (e.g. always, it has only happened once etc.)

Your Email Address (check spelling)

Describe the Problem

For Mac users only: If the software crashed, then you must copy
the contents of the crash log and paste it into this field:

If the software crashed, then we will not have a look at your problem unless we receive the crash log from you (Mac only). The crash log is located in your home folder, under [HOME]/Library/Logs/CrashReporter/ and it has the same name as the host (sequencer) that you use, for example Logic Platinum.crash.log. Or if you can't find the crash log there, then it may reside under the root, in /Library/Logs/CrashReporter/