Support

  • When you add a library, Kontakt should create an XML file that’s used to ensure your library stays in Kontakt each time you open the Library Browser. The disapearing library problem is due to a bug in recent versions of Kontakt that do not properly generate a correct XML file when users add Third Party Kontakt libraries (not just ours). 

    Native Instruments knows about this issue and has provided a fix in their application - Native Access, which is their successor to Service Center. Native Access is required if you’re using any products that were released with or after Komplete 11 (September 2016). Running Native Access should update your XML files to the latest version and should fix the disappearing library problem.

    To stop your library from disappearing from the library tab using Native Access, try the following steps:

    1. Download Native Access. Please see the FAQ and Compatibility info for Native Access before starting to use it. 

    2. Open Native Access and log into your NI account. If you already have Native Access installed, opening the application will update the metadata for every encrypted Kontakt Player library.

    3. Restart Kontakt and re-add the library if necessary.

    If you are still having issues after running Native Access, then you should contact Native Instruments Support. Provide them with further detail about the specific library that disappears and the steps to reproduce the disappearance. Native Instruments will then investigate and update the database as needed. 

    If you do not wish to download Native Access, or you wish to resolve the problem manually ...

    1. Delete Native Access.xml (if it exists) from the following locations, then restart Native Access. It may work. If not, move to step 2.
    * Mac OS: Macintosh HD / Library / Application Support / Native Instruments / Service Center
    * Windows: C / Program Files / Common Files / Native Instruments / Service Center

    2. Download the complete collection of Cinesamples' updated XML files.

    3. After unzipping, find the XML file whose file name matches your library and move or copy it into the following location:
    * Mac OS: Macintosh HD / Library / Application Support / Native Instruments / Service Center
    * Windows: C / Program Files / Common Files / Native Instruments / Service Center

    4. Before opening Kontakt again, you will need to reinstall Service Center. Download and run the Service Center installer listed under NI Service Center

    As long as Kontakt can now find the XML files in the ‘Service Center’ directory, you should no longer find that your libraries are disappearing.

  • Check your library against the document below, and if it doesn't match, we recommend that you download the update from your User Area and install it.

    Cinesamples Libraries: Current Versions

  • We have started a completely new user area system. If you have not purchased any products with us before (or have only purchased a physical box product), then you are not in our system. Simply complete your purchase and a "login/password" email will be sent to your account. If you have purchased a physical box copy of one of our products, please open a support ticket here and provide us with proof of purchase and your current NI-license/serial number so we can add these manually to your account.

    If you are positive that you have purchased from us in the past, but cannot remember what email address you used to purchase, please open a support ticket here and provide us with your name and what products you've purchased, and we can start the verification process. After this is completed, we can change the email address on file.

    If you reset your password and have not received an email yet, chances are it has been delivered to your junk/spam folder. If the email has not arrived within 10 minutes of requesting, this means your email is not in our system, and you will need to either try another email address or open a support ticket here.

  • Please use our Cinesamples Downloader found in your user area and refer to this Download and Installation PDF Guide.

    For troubleshooting the Download and Installation procedure, refer to this Troubleshooting PDF Guide

    See this video for additional troubleshooting help.

  • If you are missing libraries from your user area, chances are they were purchased under a different email account. We tried to merge as many accounts as possible (for example @mac and @me). If you feel you have libraries missing from your account, please open a ticket with our customer support team here. Please provide any of your current and prior email accounts that you may have purchased our products under. There will be a bit of a verification process.

    If you have just purchased a product and it is not showing up in your user area, you may have registered it to a different email account upon purchase. If this is the case, please open a support ticket here.

    If you had purchased VOXOS or Hollywoodwinds or any other physical BOX versions, you will need to provide proof of purchase and your current NI-license/serial number so we can add these manually to your account.

  • When you place an order, you should receive an email with download links and installation instructions. This email will also include an order number that starts with CS (Order CS######-####-#####). You should always hang on to these emails for future reference - then you can search your email archives for a product name or just "Cinesamples" when you need to find an order number. Note that one order can contain multiple products, so when updating, you may find yourself typing the same order information for two completely different product updates.

  • In order for RAR files to extract properly without errors, all parts with the same name must have the exact same file size (except for that of the very last part).  Think of RAR files as dividing a large whole into smaller parts of equal size, and the last part being the remainder.

    If any of these parts (excluding the last part) are smaller than the rest of the RAR files, then the download of that smaller RAR file is incomplete, which causes the [Wrong checksum] error or the [Unexpected end of archive] error.  To fix this, simply re-download the smaller sized RAR file.  Please be sure to delete the RAR file causing the problem before you start the re-download, as the file names must be consistent; re-downloading the file without deleting the problematic one will cause the re-downloaded file to change names (with a (1) or a -1 added as a suffix).

    When re-downloading, some browsers actually save the download information; so upon re-downloading the file, the browser would terminate the download once the size matches that of the previous download attempt (which would be the incomplete download size).  To prevent this from happening, please try using either a completely different browser (e.g. from Chrome to Firefox), or the incognito mode of your current browser, or simply re-download after cleaning out your internet history.

    If all of your files are completely downloaded and have the same files size and you are still getting errors, please open a support ticket here.

  • If a patch cannot find the samples it needs, it either means that A) the patch is looking in the wrong place, or B) it's looking in the right place and the samples aren't actually there.

    A) is much easier to fix. The first thing you should do is triple check that you've set the folders up correctly by referring to the installation instructions. When you get the "missing samples" error, look at the "Assumed at" path (ie: /Cinesamples/CinePerc/CPPro/Samples/) and make sure it's correct. If you are able to use the "browse to folder" function to make the patch load, it means you have the samples, but the path from the patch to the samples is wrong. You can fix this by fixing the folder arrangement to match the "Assumed at" path, or by re-saving the patch over itself once it's loaded correctly (this will make it remember the correct sample path). You can re-save multiple patches using the "batch re-save" function, located in the Files dropdown menu that looks like a floppy disk. Then use the "browse to folder" function when it asks you where the samples are for the problematic patches. The "batch re-save" function can also sometimes clean up sample paths that are inefficient and speed up loading times. Never select "skip missing" when doing a batch re-save, or it will think you want to re-save all of the patches with no samples!

    B) means that your installation was incomplete, and you should double check that all of the materials were downloaded completely and extracted correctly. The rar extraction is an all-or-nothing action, so if you are missing any samples it means you need to trash the samples folder and go back to the download/extraction step to try to get a good extraction. If you're using UnRarX - www.unrarx.com - on a Mac to extract rar files, it has a text output that will tell you if and where it runs into any errors. Any problematic rar files should be trashed, along with any incomplete extractions. Then you can re-download the files that gave you problems. Make sure to avoid duplicate files from multiple downloads. Once you have a good set of rar files (one of each part) next to each other, you can try opening part 1 ONLY again to get a good extraction. Check the results and if there are still problems repeat these steps. The files on our servers have been extensively tested and the same files are sent to everyone, so if there is a problem it will most likely have been introduced somewhere in the download/extraction process. For CinePerc we have split the rars out by instrument, so if you are missing samples check which instruments have incomplete sample folders and re-download/re-extract the rars for those specific instruments manually. Then replace the incomplete sample folders in your main CinePerc library folder.

    If you need to redownload any expired links, open a ticket and we'll help you out!

    Please don't use Stuffit Expander to extract - it doesn't tend to work well with our rar files.

  • This is a bug with, or rather a reality of, the way VE Pro works. If the slave (the Metaframe that is running the Kontakt instance of our library) is not connected to the host (the DAW sequencer running the VE plugin VST/AU), then the Kontakt Script engine isn't running (notice the power button in the top left is not lit up). If there is NO connection created, the script will not run.

    If you load patches while the host and slave are connected (aka the power button is on/the engine is running) this problem shouldn't occur. Also you need to make sure that the VE Pro instance in your host sequencer is set to a valid and active output.

    The fix is: connect to the instance in VEPro and the graphic problem will go away, even after the instruments have loaded. This happens with MANY 3rd-party library companies, not just with Cinesamples.

  • We have implemented a new User Area. Please login to the user area to see which libraries have been purchased. From there you can download the libraries again. If you have problems with our downloader, please contact our customer support by opening up a ticket here.

  • Cinesamples has two types of libraries:  those that are encrypted by Native Instruments (the makers of Kontakt), and those that are not.

    Encrypted libraries are the ones that were sent to Native Instruments for encryption.  These libraries are the ones that require a license/activation code (serial number) in order to be used in Kontakt.  These libraries also can be added on the Libraries tab of Kontakt via the 'Add Library' function, and can be used in the free Kontakt Player without any restrictions.  As of now, Cinesamples libraries that are encrypted are:

    Abbey Road Classic Upright Pianos
    Artist Series - Tina Guo
    Artist Series - Tina Guo Legato
    CineBrass CORE
    CineBrass PRO
    CinePerc
    CineStrings CORE
    CineStrings RUNS
    CineStrings SOLO
    CineSymphony LITE
    CineWinds CORE
    CineWinds PRO
    Hollywoodwinds
    Rio Grooves
    VOXOS

    All other Cinesamples libraries as of now are non-encrypted libraries. 

    Non-encrypted libraries, as they were not sent to NI for encryption, do not have serial numbers; they are watermarked in a different way.  They cannot be added to the Libraries tab of Kontakt; you will receive the [No Library Found] error when attempting to add these libraries.  To load the patches, go to the Files tab and browse for the patches, or simply drag the .nki files directly on to the Kontakt interface.  The Quick-Load function provides an easy method of quickly finding the patches you often use.  The non-encrypted libraries will only load as a Demo version in the free Kontakt player, while on the full version of Kontakt, these libraries will load without any restrictions.

    If you have one of the Kontakt Player libraries listed above, but you are having trouble authorizing it because you are missing your serial number or your serial number isn't working, contact us and we'll help you out!

  • These files are used by libraries that were designed in and for Kontakt 5 only - some of our older Kontakt Player libraries (Deep Percussion Beds, Drums of War, CineOrch) were developed in Kontakt 4, which used the .info files instead. They typically work well in Kontakt 5, but sometimes Kontakt expects an .nicnt file. To fix this bug, please try following these set of instructions provided by Native Instruments.  The procedure works for disappearing libraries, but can also fix this issue.  You can also contact us and ask for new a new .xml file for the offending library should the method provided by NI fail to work.

    If you're in a huge rush, just load the patches via the Files tab and it should still work! This bug only affects Library tab functionality.

  • RAR (.rar) is a compression protocol (like .zip) that allows us to compress our large libraries into separate files that are more manageable for downloading. We compress one large, complete sample folder into a single .rar file, or into multiple .rar files that end in "part 1," "part 2," etc.  Our Cinesamples downloader automatically takes care of the .rar extraction process with no need to download a 3rd party RAR extraction program. To manually re-assemble the original samples folder, you must open ONLY .part1 with a .rar extractor, making sure all of the .rar (part#) files are together on the same volume. We recommend UnRarX (www.unrarx.com) for Mac, or WinRar (www.rarlab.com) for Windows.  The part 1 .rar file contains embedded information telling the extractor how many parts there are and what to do with them, so that the original samples folder will be properly assembled in one step. Always check the file sizes first to make sure the download was complete! Never manually open a .rar file that ends in part 2 or higher as this will create confusing problems.

    NOTE: Please don't use Stuffit Expander to extract - it does not work well with our .rar files.

  • The noise floor is something all recordings have. Unfortunately with sample libraries when you stack samples on top of each other by playing chords or using the sustain pedal, the noise floor piles up as well- it's the nature of sampling. We do extensive de-noising on our libraries to try to minimize this issue, but at a certain point it can degrade the character of the instrument and its natural decay. We always ride a fine line between the two.

    Another reason you might be hearing a lot of the noise floor is that on some of our older libraries, we normalized our samples. If we hadn't, the dynamics would be reliant on the consistency of the performance, which is tough because that person spent hours playing every note, many different ways, at varying dynamics, and their frame of reference for volume can wander. By normalizing all of the samples we established a consistent level. This also brings the quiet samples up to the same level as the loud samples, and it brings the noise floor up with it. Then we manually apply a velocity/mod wheel curve that will make the dynamics of the instrument feel consistent. But our volume curve is very slight, because we know people like to be able to use the light/quiet dynamics sometimes, and if we made the curve very steep, you'd have no gain to work with on the quiet samples. 

    So this means the best way to minimize the noise floor is by playing louder dynamics and/or using a closer mic - these techniques will result in a better signal to noise ratio. If you play very quiet velocities, stack big chords using far mics, and then crank the volume to compensate, you will hear a lot of the noise floor. We recommend riding cc7 or cc11 to maintain a realistic dynamic volume to timbre ratio - again putting the mixing back in your hands. 

    In our new products released after September 2014, we have revised our approach to dynamics. We do not normalize our samples. While normalizing samples had some advantages, the benefit of retaining the performers' natural dynamics allows us more control over the noise floor. 

  • The internet is a tricky beast; there could be problems with your ISP (internet service provider), a bad router, local internet traffic (especially in apartment complexes over cable modems), DOS attacks, etc....

    Check speedtest.net to start your test. If you are noticing slow speeds there, contact your ISP. If those speeds check out to your ISP's listed specifications, then there may be an issue with the distribution servers.

    Please contact support@fastspring.com with your order number and they can help you troubleshoot your connection to their servers.

    If you are having any errors with our .zip files, please open a support ticket here.

  • No, our libraries are non-transferrable. Check out our EULA here: Cinesamples_EULA_2015.pdf

  • By using our website and purchasing products, you agree to our privacy policy found here.

  • You can, but we don't recommend it. We design our products to be used in a sequencer where the parts will be played live by a human onto a MIDI track. Many of the features that make our libraries easy to use revolve around this philosophy. Notation programs cannot make quick and easy use of key switches, continuous controllers, or velocity, all of which are essential tools for creating a realistic mockup. You can find Sibelius soundsets for a few of our libraries at our friend Jon Loving's website: http://www.soundsetproject.com/ These soundsets create a workable but not ideal bridge between what can be entered on a staff in Sibelius and what our instruments are designed to respond to.

  • We are a 3rd party Kontakt sample library developer, which means we record and edit audio and design/program a user interface that will allow the user to control that audio in a simple, effective, and intuitive way.  The software that actually does the work of playing the audio is called Kontakt and is designed by Native Instruments (www.native-instruments.com). Kontakt is the industry standard sampler and is incredibly powerful. It will run as a standalone program, but in that way, its uses are limited. The ideal way to run our libraries is to open a DAW like Pro Tools, Logic Pro, Digital Performer, Cubase, or Sonar, load Kontakt as a plugin, and then trigger sounds via MIDI within the DAW. Create a MIDI track for recording MIDI notes and controller data routed to one of 16 MIDI channels in Kontakt, in which you load our instruments. Then Kontakt outputs audio that you can combine with other plugins or more instances of Kontakt and mix together to create a piece of music within your DAW.

    Randy's Celeste is the only library that we sell a version for MachFive v3 / UVI.  While you can purchase MachFive v3, UVI is a free player that will only require an iLok for use.

  • Some of our older freebies and libraries have either been discontinued or packaged in a different way.  The CineCrash, CineSnares, and CineToms2 libraries have been combined into a new product called CineLegacy Percussion. We did this so these libraries would not be confused with our CinePerc Library.  If you purchased any one of these libraries previously, you can now download the entire CineLegacy Percussion Bundle. Please login to your user area to do so.  If you have purchased the discontinued CineToms1 library, please contact us, and we will send you the library files separately.

  • At this time, no - our libraries are sold as separate entities for those who might need some instruments and not others. So Core and Pro are not alternatives, but complimentary, separate libraries. You can buy Core or Pro by themselves if that's what you want, but make sure to note that if you buy Pro by itself you may be missing some of the essentials of that particular section. Also make sure to note you can get a better price by buying them together as a bundle. We don't offer a discount on Pro if you own Core or vice versa. We offer bundles upfront for this reason, so if you'd like the discount from the bundle, then please purchase the bundle. If you have any reservations about why you should buy one part of a bundle over the other, please listen to the demos, watch the walkthrough videos, and read reviews before purchasing.

  •  Please contact us and include a scan, copy or photo of proof of enrollment with a clear date, showing a valid current full time status (can be within 3-month grace period of graduation), or teaching credentials for instructors. Once we verify that your status qualifies you for the discount, we will send you a one-time discount coupon. This discount will not stack with any current sales going on. Often other software companies will offer a very steep discount with the trade-off that the library is under a limited license and cannot be used in commercial productions; our license is not affected by this discount - you can feel free to use libraries purchased with our educational discount in your commercial projects! See our Academic Discount Page.

  • We love user feedback! It helps us design better libraries for everyone. Feel free to open a ticket and let us know about any questions, suggestions, or problems you have that are not addressed in this FAQ.

  • VAT - Value Added Tax is required by law to be charged when an order is placed from abroad –- it is completely out of our control. If you have a VAT number, you can enter it during checkout. If your order is placed and you forgot to enter your VAT number, you can contact support to arrange a VAT refund. Please visit http://www.fastspring.com/vat.php for FAQ about VAT.

    TAX: We are based in California, which requires California residents to pay sales tax at the time of purchase.

  • At this time we do not offer any artist endorsements or deals with artists for promotion.

    We occasionally seek out beta testers, who in return for their hard work get the library for free (and can use it on their project(s) with out any beta license restrictions, but still covered under our general EULA). Please subscribe to our twitter feed and/or our facebook page, since we usually announce beta programs there.

  • In general we offer many updates for free. Many of our libraries are what we call "living libraries" in the sense that we go back into the studio and record new content and release these updates for free.

    The one exception where we may charge a nominal fee for an update is when we update a library that originally required the full version of Kontakt to then be compatible with the free Kontakt Player. Several years ago we did this with Hollywoodwinds, and most recently with the new CineWinds CORE and PRO update as well as CinePerc. Please connect with us directly if you have questions about this and we'll gladly assist you.

  • As my mother once said, "Son, if you want to be a famous composer - you will need to be dead."

    We can't all be Bach or Beethoven or even John Williams. Our best advice is to keep working on your "composition" craft, mimic, copy, listen to the classical greats. Then develop your own voice once you have learned from those greats.

    Our best advice is to learn how to use your sample libraries and other software tools. Learn how to program with the ModWheel (CC1), Volume Controls (CC7/CC11), Breath, sustain, legatos, etc.... get to know the quirks of the sample libraries and composition software - Then think beyond them.

    Sit down with pen and paper on a piano or guitar (or bassoon) and sketch out your ideas. Learn how to hear the music in your head and pretend to write for real musicians. Mock up your piece with samples, then find some friends, or hire some players, and get it performed. Samples can only go so far!

    Then blow us away with your technical abilities and you compositional mock-up chops by sending us your demos (on facebook please) and maybe we'll reach out and hire you to join our team! - Just know that LA/Hollywood is a business, and like all other businesses, it's all about the product and making something that sells.

    As GK once said, "Being in the arts is a great profession, as long as you are not an artist."

  • Depending on the scope of the product, our Cinesamples PRO line creates private sample libraries for composers (Not for Resale). We can create anything from the most simple of libraries to crazy, scripted, complicated libraries that do a lot of fun stuff...

    Our sample department team has done quite a lot of work on some major films and TV shows creating PRIVATE libraries for their composers including Dark Knight, Inception, Modern Warfare 2, Sherlock Holmes, Revolution, American Horror Story, League of Legends, just to mention a few.

    Prices vary drastically depending on what you want, usually between $5,000 and $20,000+. This includes the recording costs, editing, engineering, performance, and sometimes the actual instruments too! Turn around time can be between 3 days and 1 month, depending on the scope and design.

    Please contact us here and we will get back to you.