Support

Something not working?

Write to us. Before you do, three things solve almost everything – and they are faster than waiting for a reply.

Try this first

Nearly every message we get is one of these three. Each takes a minute to fix yourself.

01Kontakt loads the instrument, then goes silent after 15 minutes

You are running the free Kontakt Player. Our instruments are open-format libraries, which the Player only runs in demo mode – fifteen minutes of sound, then nothing. That is how Kontakt behaves with every library it is not licensed for, and it is not a fault in the instrument.

You need the full version of Kontakt, 6.7.0 or later, bought from Native Instruments. There is no way around it, and no version of our instruments that works in the Player.

02You cannot find where to add the library

Our instruments do not go through Native Access, and they will not appear in Kontakt's Libraries tab. That tab is reserved for Player-licensed libraries, which these are not.

Open the Files tab in Kontakt's browser instead, navigate to the folder where you unpacked the download, and load the .nki file. To keep it within reach, drag that folder into Quick Load.

03Kontakt says samples are missing

This happens after the library folder has been moved or renamed – Kontakt remembers where the samples were, not where they are.

In the dialog, choose Browse for Folder and point it at the library folder. Kontakt will find everything again. To make that permanent instead of repeating it on every load, select the folder and run Files → Batch re-save.

Your download

04The link has not arrived

It is sent the moment the payment goes through. If it is not in your inbox after a few minutes, check the spam folder – a mail with a download link in it is exactly what spam filters are suspicious of.

Still nothing? Write to us with the email address you used at checkout and we will send it again by hand.

05New computer, lost file, reinstalled everything

Your download link expires after three days, so it will not work a second time around. That is on purpose – it keeps the instruments from circulating – and it is no problem for you.

Write to us from the address you bought with, or quote your order number, and you get a fresh link. No charge, and no time limit on asking.

What to put in the message

With these four, we can usually fix it in one reply instead of four.

Your purchase addressThe email you used at checkout – it is how we find the order

Which instrumentAbysmal Voices or Scary Plates

Your Kontakt versionShown under the Kontakt logo, top left

What you seeThe exact message, or a screenshot of it

The manuals

Every instrument ships with one, and they are all here – including the licence terms, so you can read them before you buy.

Abysmal VoicesManual, PDF Scary PlatesManual, PDF

Still stuck?

Write to john@secret-samples.com. We would rather hear about a problem than have you quietly give up on the instrument.

Write to us