Support

• Trouble activating a product in Native Access

  First, ensure that your product is an encoded product.  You can find the compatibility information for each product on the store page — it will list if it works with the free Kontakt Player or requires Kontakt FULL.  Non-encoded products do not use a serial code for activation, and require the FULL version of Kontakt. They will work in Demo Mode in the free Kontakt Player and time out after a few minutes. 

  If you have successfully activated the product but don't see it in the Installed/Not Installed list in Native Access as expected, please try the following procedure:

  • Navigate to:
    Macintosh HD - Library - Application Support - Native Instruments - Service Center
    Windows: C - Program Files - Common Files - Native Instruments - Service Center

  • If present, delete the "Libraryname.xml", where Libraryname is the product you're attempting to register.

  • Delete “Native Access.xml”

  • Restart your computer, relaunch Native Access, and try registering the serial code for the library again. Native Access will generate new .xml files to replace the corrupt ones we just deleted, and the registration should work.

  If you are still receiving error messages there may be other items that need to be deleted — on Mac, they are the plist files and on Windows
  they are registry keys. 

  Mac:
  Macintosh HD/Library/Preferences/com.native-instruments.$ProductName$.plist
  Macintosh HD/Users/$user$/Library/Preferences/com.native-instruments.$ProductName$.plist

  Windows:
  In the Windows registry delete:
  ▪ [HKEY_CURRENT_USER\SOFTWARE\Native Instruments\$ProductName$]
  ▪ [HKEY_LOCAL_MASCHINE\SOFTWARE\Native Instruments\$ProductName$]

  To delete Registry entries, call up the Registry Editor by pressing Win-R, type "regedit" and press Enter.
  Make sure to ONLY delete the strings mentioned above, nothing else!

  Restart your computer, launch Native Access and register again.

• Download and Install procedure

  After purchase, you will receive an email with a download code and instructions.  *** This email may disappear in your spam folder. ***  Hang on to this email - you may need the download code in the future. 

  Install the latest version of the Continuata Connect Download utility, our high-speed library downloader, using the link below.

  http://continuata.net/download_app.php

  Just click the icon for your OS (PC or Mac - 64-bit OSX only). Once you've downloaded and installed the Connect utility, run it and then copy-paste your Download Code (sent via email) directly into the download code box, using the Paste button.

  Press the Download button and select the folder you want to download to (do not use the Applications folder on a Mac). Allow the Connect Download utility to download AND install all the files before moving or opening any files.

  You may pause and resume downloading at any time. If you need to exit the program or restart it again later, you can resume by running the program again starting a fresh download. It will automatically continue where it left off.

  Troubleshooting: If you have trouble downloading, press Shift.  The Download button turns into a Reset button that you can click to reset the Connect app.

• I am getting a "missing samples" error in Kontakt

  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 check the folder structure. When you get the "missing samples" error, look at the "Assumed at" path (ie: /Cinesamples/CinePerc/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 solve 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. The best option at this point is to try reinstalling via the Continuata Connect installer (you will need your download code emailed you at the time of purchase). If you purchased the library in question prior to May 2018, please contact Support for a new download code.

• My sample library is not in the Libraries tab / Loading in DEMO mode.

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

  Encoded libraries are the ones that are encrypted by Native Instruments and require a license/activation code (serial number) in order to be used in Kontakt.  These libraries also can be added to the Library Tab on the left of Kontakt via Native Access, and can be used in the FREE Kontakt Player without any restrictions.  As of now, Cinesamples libraries that are encoded are:

  90s Retro Trumpets
  Abbey Road Classic Upright Pianos
  Artist Series - Randys Prepared Piano
  Artist Series - Taylor Davis
  Artist Series - Tina Guo
  Artist Series - Tina Guo Acoustic Cello Legato
  Artist Series - Tina Guo vol 2
  CineBrass CORE
  CineBrass Descant Horn
  CineBrass Twelve Horn Ensemble
  CineBrass PRO
  CineBrass Sonore
  CineHarps
  CineHarpsichord
  CinePerc
  CinePiano
  CineStrings CORE
  CineStrings RUNS
  CineStrings SOLO
  CineSymphony LITE
  CineWinds CORE
  CineWinds PRO
  CineWinds Monster Low Winds
  Hollywoodwinds
  Rio Grooves
  Voices of War - Men of the North
  VOXOS

  All other Cinesamples libraries are non-encoded libraries. 

  Non-encoded libraries were not encrypted by Native Instruments and do not have serial numers; 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.  You will also need the FULL version of Kontakt to run these products. 

  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-encoded 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 do own the FULL Kontakt and still have patches loading in Demo Mode, please verify that the particular Kontakt plugin you
  are loading is the FULL version. It is possible for both the FULL and FREE Player versions to exist on the same system. You can check
  this in the upper left hand corner — it will say Kontakt Player or simply Kontakt, indicating the FREE and FULL versions, respectively. Non-encoded libraries must always be loaded in the FULL version to avoid the restriction of Demo Mode.

  If you have one of the encoded libraries listed above, but it is loading in DEMO mode, it indicates an issue with the registration in Native Access.  Please see the FAQ: Trouble activating a product in Native Access.

  You can find more info about the free and full versions of Kontakt here:
  https://www.native-instruments.com/en/products/komplete/samplers/kontakt-6-player/kontakt-6-player-vs.-kontakt-6/

• User Area Log-in

  If you reset your login 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 by clicking on the "Support" button on the bottom left corner of your browser.

  Your purchases are automatically logged into your user area on our site.  You may log in to view them.  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 by clicking on the "Support" button on the bottom left corner of your browser 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.

• User Area - Missing Libraries / merge my accounts.

  If you feel you have libraries missing from your account, please open a ticket with our customer support team by clicking on the "Support" button on the bottom left corner of your browser. 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 by clicking on the "Support" button on the bottom left corner of your browser.

  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.

• What libraries do I own? Where do I go to download them again?

  Please login to your user area on Cinesamples.com to see which libraries you've purchased. You can use our Continuata Connect download utility to install your libraries. If you placed your order before May 2018 (when we migrated our download procedure to Continuata), please contact Support to request a new download code for your products.

• What is my order number?

  When you place an order, you should receive an email receipt that also includes your order number that starts with CS (Order CS######-####-#####).  This order number will also appear in your user area on Cinesamples.com.  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.

• My GUI interface is garbled in VEPro. What gives?

  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.

• Are there any upgrade paths? e.g. from CORE to PRO? Do I need CORE to use PRO or vice versa?

  Our libraries are sold as separate entities for those who might need some instruments and not others. The CORE and PRO libraries are
  complementary, separate libraries and neither is meant to replace the other. They do not contain any of the same patches or samples. Check the patch list on the store page for each product to see which exact patches are included with each library.

  You can buy CORE or PRO separately if that's what you want, but make sure to note that if you buy PRO by itself you will be missing some of
  the essentials of that particular section. Keep in mind you can get a better price by buying them together in one of our Bundles.

  If we are running an upgrade promotion, you should have received an email about it. You'll also find upgrade promotions in your user area.
  We don't offer a permanent 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. Feel free to reach out to Support if you
  have any questions that would help you in your purchasing decisions!

• Do I have to pay for updates?

  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.

• Should I upgrade my Mac OS?

  It is always a risk to upgrade any software, especially your operating system on which many other applications are delicately balancing!  Your DAW may have compatibility issues with the new OS.  Kontakt rides on top of your DAW and may also have a problem with the new OS.  And our products run inside Kontakt.  Therefore, your very delicate balance of coordinated applications may be thrown off.  So make sure every application will survive the upgrade before doing it.  And definitely do NOT upgrade in the middle of a project!

• Should I upgrade my Kontakt?

  Before upgrading, check Kontakt system requirements for your OS and your DAW. 

• Can I transfer my sample license to another user? What is your End User License Agreement?

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

• What is your security policy?

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

• What programs do I need to use the Cinesamples products? What do I do with the library once I have it?

  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.

• I write in Finale/Sibelius. Can I use your products this way?

  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.

• I am concerned with some noise floor issues, what can I do?

  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. 

• I am getting very slow download speeds. Is there anything I can do?

  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. 

  If you are using the Connect app to download, it can help to ensure smooth performance by launching the app on Mac with the following
  method: Locate the app in the Finder window and right/ctrl-click on it in the list and select Open, rather than simply double-clicking or launching
  it via the Spotlight search. This is the macOS equivalent of “Run As Administrator” on Windows, and helps bypass some internal security
  protocols that can interfere with apps that are not downloaded from the Mac App Store.

  On Windows, right-click the app and select Run As Administrator to launch the Connect app. It can also help to temporarily disable antivirus
  or firewall software, just for the duration of the download/installation process.

• I am getting errors manually extracting .rar files

  The Connect download and install app is intended to download and extract and install all RAR files automatically. 

  Our sample sets are delivered via RAR files.  In order for a sample set of RAR files to extract properly without errors, all parts must have the exact same file size, except the last part, which will be smaller.  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, delete the smaller downloaded RAR file.  Reset the Connect app by pressing Shift, turning the Download button into a Reset button that you can click.  This will force the app to re-download the missing part, skipping those parts that are succefully downloaded. Then allow the Connect app to complete the download AND install procedure.  

  If Connect still fails, please open a support ticket by clicking on the "Support" button on the bottom left corner of your browser.  

• VAT and Local Taxes

  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.

• Do you offer an Educational Discount? Is the license agreement limited in any way if I elect it?

  Please open a support ticket by clicking on the "Support" button on the bottom left corner of your browser 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.

• Why is my old library not listed on your webpage anymore? What happened to CineSnares, CineToms 1+2, and CineCrash?

  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.

• I have some suggestions / feature requests for your libraries. Where can I send them?

  We love user feedback! It helps us design better libraries for everyone. Feel free to send us a support ticket by clicking on the "Support" button on the bottom left corner of your browser and let us know about any questions, suggestions, or problems you have that are not addressed in this FAQ.

• Do you have an artist deal or beta program?

  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) without 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.

• How can I be a famous composer / get to Hollywood, etc...

  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."