Support-test
GENERAL
You can download the free trials, latest versions of our software and guides here.
Click Here for our support submission form.
We do! To request an educational discount:
1. Take a digital photo of your proof of academic status. For example a photo of your student ID, teacher ID or any valid documentation that confirms your academic status.
2. Click this link to send us an email.
Your license will activate your software on two computers. You can deactivate your licenses as many times as you like. Your license will always be transferrable to your new computer. You can deactivate yourself following these instructions.
You authorise the plugins in your DAW. Open the plugin and click on the key icon in the top right corner of the software. This will open a new window and will prompt you to enter your serial code. If you are authorising a single module within ANIMATE you will need to select the module name from the drop down menu (i.e IGNITE).
No, Educational licenses will not expire. However, all education licenses are NFR (Not For Resale). Because of the amazing discounts, you cannot sell/transfer it to another person in the future.
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.
The installer will automatically match the bitness of you DAW.
No. The trial versions are the same as the full licensed version.
To uninstall one of our plugins on Windows go to Control Panel then Programs and Features and locate the [name of plugin] program from the list. Double click and follow the on-screen instructions.
To uninstall a plugin (AU VST 2 & 3) on Mac, delete the file located at...
Macintosh HD / Library / Audio / Plug-Ins / Components or VST or VST3.
To uninstall a plugin (AAX) on Mac, delete the file located at...
Macintosh HD / Library / Application Support / Avid / Audio / Plug-Ins AAX.
Yes. Our plugins do not require any hardware.
SOFTWARE
We care about delivering plugins that hold up to the promises. That’s why we offer a 30 Day Money Back Guarantee if you don't feel our plugins have helped you get better sounding mixes. If you have a technical issue, we will of course try to resolve it first, as we believe you will be better off WITH our plugins than without them.
If you would like to request a refund please ensure your software is deactivated and email sales@masteringthemix.com within 30 days of purchase.
STUDIO SERVICES
We do our absolute best to get your audio sounding perfect and deliver world class service. With thousands of clients we have yet to have a single customer who has asked for refund. Nonetheless, Mastering The Mix withholds the right to refuse to reimburse a customer who is not satisfied with the outcome of their audio mixing or mastering service.
Never Get Stuck Again
If you can’t honestly say that 'Never Get Stuck Again' has helped you achieve better sounding mixes with more clarity, punch, and impact than ever before, I offer a no-questions-asked, 100 Percent, 30 Day Money Back Guarantee.
Go ahead and implement the strategies and techniques in a few mixes, and if you don’t enjoy the results within the first 30 days, I don’t deserve your money. Simply contact me within 30 days of your initial purchase and I will refund your entire order immediately. No guilt. No hard feelings. If it doesn’t work, you don’t pay. It’s that simple.
We only support Pro Tools 11 and above.
Below are the error codes that can be displayed when trying to activate LEVELS and what they mean.
1: Fail (Wrong key, be sure to paste the key exactly as it was sent to you)
2: Invalid product key
3: The product needs to be activated.
4: Connection to the server failed. (No internet)
5: The product key has already been activated with the maximum number of computers.
9: The trial data has been corrupted, using the oldest date possible.
12:The trial extension has already been used.
13:The trial extension has expired.
17:Virtual Machine.
Our plugins use your computers graphics card as much as possible to avoid using the CPU. To this end our plugins require OpenGL 3.2 compatible graphics card drivers (OpenGL 3.2 was introduced in 2009), please check your graphics card manufacturer for the latest drivers.
For Intel GPU's (e.g. on may PC laptops): https://downloadcenter.intel.com
Nvidia: http://www.nvidia.com/Download/index.aspxAMD: http://support.amd.com/en-us/download
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
We Do. Check out our Youtube channel here.
We have a number of authorised resellers around the world:
https://www.masteringthemix.com/pages/levels-resellers
Unfortunately LEVELS and REFERENCE are not compatible with Wavelab.
We have optimised our plugins so that they run very efficiently without compromising quality.
Some Windows users may get an error when trying to activate our products in Reason.
It would seem that Reason is incorrectly handling a recoverable exception from within our 3rd party licensing system.
We have reached out to Propellerhead and given them instructions on how this might be fixed.
Create A Support Ticket
PRODUCT SPECIFIC
REFERENCE offers a unique user experience aimed at saving you time and enhancing the experience of utilising reference tracks. One thing that's for sure is that you don't have all the powerful tools in one convenient plugin like REFERENCE. Give it a go, download the free trial and see if you can't live without once your 15 days is up.
Unfortunately REFERENCE is not currently compatible with Wavelab on Mac or Windows.
REFERENCE will not work on Mac pros with ATI graphics on OS 10.8.5.
Levels offers a unique user experience aimed at saving you time and enhancing the experience of assessing the technical details of your mix. One thing that's for sure is that you don't have all the mixing and metering tools in one convenient plugin like Levels. Give it a go, download the free trial and see if you can't live without once your 15 days is up.
There is an incompatibility between Alchemy and LEVELS in the use of Intel's multi-threaded support on Windows. Unfortunately the only way around this is to make sure no instance of Alchemy is running in your DAW at the same time as LEVELS
Reseting Your License
You can reset your license yourself by clicking the ‘key’ icon in the top right corner of the software. 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 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.
Offline Authorisation Instructions
1. Open the software, click the key icon, then click 'Click here for offline authorisation'.
2. Copy and paste the license code sent to you via email into the box that says ‘Product Key’. Your license code will have this format: XXXX-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX.
3. Click 'Generate' to generate your Offline Activation Request XML. This file will be saved to your desktop. (If authorising ANIMATE, select the mode you will be activating from the dropdown menu (i.e Ignite), or leave ‘Full Version’ if you purchased the full ANIMATE license.)
4. Transfer this file to an online computer.
5. Upload the file to our website (https://www.masteringthemix.com/pages/offline-activation) and you will receive an Activation Response XML file download.
6. Transfer that file onto your offline computer.
7. Click 'Load' then locate your Activation Response XML file to authorise your software offline.
Windows: Network Adapters
If you're seeing the message "Enable the network adapters and retry." Then there could be network adapters on your 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 doesnt work, then there could be an issue with the WMI repository on your PC 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 our software will be broken.
It's a fairly simple process take a look at this video: https://youtu.be/YazkT_YyfBw
