We pride ourselves on our support but to help us solve your problem quickly and effectively please take note of the following points which can help speed up the support process.
Before sending a mail to our Technical Support please check the FAQ section to see if your issue is addressed there.
Free technical support is ONLY available to all REGISTERED USERS. To register your product click here.
If you have already registered, please make sure you have the latest version of the instrument installed on your system. The latest version can be found in My Instruments.
If you have checked the FAQs and installed the latest version but still require help, please fill in the form on the right.
Please include as much information on the support form, together with exact symptoms of the problem - the more precise you are, the quicker we can help.
"it crashed", doesn't usually do it!
What's more effective is to describe what happens and what you expected to happen. Also please let us know if your problem occurred after any software updates or if it's a recurring problem.
Development of 64-bit versions of our instruments continues and at the time of writing we have the following in beta.
- Minimonsta - PC & Mac
If you are an existing registered user of the above instrument and wish to be included on the beta team, please make sure all your details are up-to-date (address etc) and then email us with details of your system. We'll see what we can do.
New 32/64 bit versions of VSM and M-Tron Pro have been added to user accounts and can be downloaded by registered users via My Instruments
Other instruments and formats are in progress and we'll update you when we have more news.
Right now we have no plans to port existing instruments to AAX.
We may reconsider this in the future but for now those who want our instruments to work with ProTools 11 should look at the ProTools Expert video here
If you are installing one of our instruments on a new machine please download the latest installers from My Instrumnets and do not use the DVD.
DVDs were created long before the arrival of the most recent operating systems which report the message.
Apple's Mountain Lion (OS X 10.8) incorporates 'Gatekeeper' which causes issues with existing installers and inevitably requires an update. Right now our main focus is on 64-bit versions. So we don't get sidetracked, we're putting this update on the back burner for a bit. There is a workaround as follows:
- Download the installer you require
- Locate the instrument installer
- Hold down the Control key and click on the installer
- Select “Open” from the menu that appears
- Select "Open Anyway"
VSM 1.1 Mac - My Instruments.
This fixes a few issues with major hosts and also installs VSM with a completely new file and folder structure.
When running the new installer you can select to install the "String Machine Library" folder to a location that suits you, including an external drive. All other parts of the product will be installed to the appropriate places overwriting the existing files where appropriate.
You may then delete your original Resources.cpt2 file which is 2.3GB in size.
Download the following via My Instruments.
1. The installer applicable to your system, Mac or PC.
3. Run the installer.
4. Un-zip the VSMSounds.zip
5. Open the VSMSounds folder and move the "Resources.cpt2" file to a location on your system that suits you. This can be an external drive should you wish.
6. Launch VSM as a standalone or within your host and locate the "Resources.cpt2" file when asked.
7. Enter your serial number.
8. Load a Patch and play.
Go to My Instruments and downlaod then install the latest version to resolve this issue.
Yes - when you buy VSM select to add the DVD to your basket. We will then send the DVD to you via an International Signed For delivery service or Recorded Delivery if you are in the UK.
Locate the file called "Resources.cpt2" and check the file size. The correct file size should be 2,284,474,368 Bytes. If your file is smaller than this please delete this file and copy the file again from the DVD.
"There is a problem with this installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor."
You need to make sure you have Windows XP SP2 installed and up to date.
All our instruments work with Snow Leopard.
Please log in to your account on our website and, having registered your VSM, download the latest installer which will resolve the problem.
There's one potential problem that can be avoided by doing the following. VSM requires a specific font suitcase to be installed upon your system, this is normally provided by the system software but installation of other programs seems to interfere with this font, Microsoft Office being a prime culprit.
Please download the font suitcase *HERE*, and place it in the following location:
After M-Tron Pro is opened you will not be able to load Patches or Tape Banks.
This is caused by an incompatibility between M-Tron Pro and Steinberg's VST Bridge.
While we continue with development, a different 'bridge' which works is available and details for it's use are included with the download. Please take a look here.