Software Support

Quick Fixes

You need to reset your license. You can reset your license yourself by clicking the 'key' icon in the top right corner of the plugin. You’ll see a button that says ‘Deauthorise’. Click that and you’ll be able to use your license on a different machine. 

You can also remotely deactivate your license if you don't have access to the software. Login to your account, go to the 'My products' tab and deactivate your license there. If your license doesn't show up in your account, click the 'Register Product' tab, enter your license into the box and click submit. You will find it listed under 'My products' after refreshing the tab.

Unfortunately if your PC laptop has an Intel HD3000 integrated graphics chip or below then our software will not work.

That being said, many laptops have two graphics processors, an integrated one with the CPU and a separate Nvidia or AMD graphics card. If you just see a black screen for the plugin then most likely you will need to tell your PC to use the AMD or Nvidia card for your DAW application (e.g. Ableton). 

See these tutorial videos:

For NVidia: https://www.youtube.com/watch?v=PUBOYKICRso

For AMD: https://www.youtube.com/watch?v=oRbtTVv-4dA

There may be network adapters on the system that are disabled and our licensing system can’t read their hardware properties. If you can enable the network adapters and retry. You can disable them after and it should be OK.

 

To do this automatically you can run your DAW as admin (right click on the .exe and choose Run as administrator) once only and try authorising then.

 

If that doesn’t work then it will most likely be an issue with the WMI repository on your PC (https://en.wikipedia.org/wiki/Windows_Management_Instrumentation) that is used by our authorisation.

 

It may have been corrupted buy a virus or a cleaner utility. It will need to be rebuilt, it has probably been affecting other programs too. Certainly the authorisation process for the plugin will be broken.

 

It's a fairly simple process:

 

1. Log onto Windows with an administrator account, click Start, type services.msc in the Start Search box and press Enter.

2. In the right pane of the Service console, locate and right-click Windows Management Instrumentation, and then select Stop to stop the service.

3. Start Windows Explorer, and then locate the %SystemRoot%\System32\Wbem\Repository folder.

4. Backup and delete all the files in the %SystemRoot%\System32\Wbem\Repository folder.

5. Restart the computer.

 

The files that were deleted will be re-created when the computer restarts.

You can download the latest versions of our software and guides here.