Troubleshooting Guide
Troubleshooting Guide
TABLE OF CONTENTS
DOWNLOADER Unidentified Developer……………………………………………………..p.02 Error authenticating your request……………………………………..p.03 Manually Downloading Files………………………………………...……p.04 INSTALLER ERROR: wrong checksum……………..……………..……………..……...p.05 Missing Files……………..……………..……………..……………..………….p.06 FOLDER STRUCTURE Installer folder structure……………..……………..……………..……….p.08 Library folder structure……………..……………..……………..………...p.09 KONTAKT No Library Found………………………………………………………………p.10 Samples Missing………………………………………………………………...p.11 Instruments Load Slowly/Batch Resave……………………………...p.13 Graphic Disappears from Library Tab……………………………...….p.14 MANUAL DOWNLOAD AND INSTALLATION Extraction Errors..……………..……..……………..……..…………………..p.16 Manual Installation……………………….……………………………………p.17
Downloader Troubleshooting Unidentified Developer If you are seeing the above dialog box when trying to open the Cinesamples Downloader, simply right click the app and click “Open”.
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Error authenticating your request:
If you see the above error, first verify that you are using the correct email address and order number. Refer to the email that you received from [email protected]. Also make sure that there are no extra spaces at the beginning or end of the email or order number. Once you have verified this information, quit the Downloader and try running the Downloader again.
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Downloading Files Manually If you are experiencing problems with the Downloader, you may download the files manually. For manual download, refer to the email that you received from [email protected]. The email should contain green manual download links. Click on each of these files to download them manually. After all of the files have finished downloading, make sure to put them all together in the same folder. Once all of the files have been downloaded and are in the same folder, you can run the installer normally -‐ in this example, Hollywoodwinds_MAC_Installer.zip or Hollywoodwinds_PC_Installer.zip.
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Installer Troubleshooting
ERROR: wrong checksum
If you encounter the above error, the most likely cause is that one or more of your files were corrupted in the download process. To fix this error, manually re-‐ download the listed files, and then make sure they join the rest of your files in the same folder. Overwrite the previous versions of the listed files. Next, run the Cinesamples Installer.app again.
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File is Missing! If you see the above error, first make sure that the Downloader downloaded all necessary .zip and .rar files. Compare your downloaded files to the links in the email you received from [email protected]. (example below). If you find that you are missing a file, then manually download it by clicking on the link in your email. Add it to the folder with the other files. See the Downloading Files Manually section on page 4. On Windows, make sure that you right click the Installer.zip and select “Extract Here” using WinZip. This extracts all the necessary installer files into the same folder as the other downloaded data. Otherwise, the installer will fail.
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Once you have verified that all of your files have been downloaded, make sure they are in the same folder for the installer to function correctly (see page 5).
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Installer Folder Structure The Cinesamples Installer.app (or .exe), expects the downloaded files to be in the same folder as the installer in order to function correctly. The Cinesamples Downloader.app normally takes care of this automatically. However, if you run into issues downloading files with the Cinesamples Downloader, and manual download was necessary, you must make sure all files are in the same folder. See manual download instructions on page 4. Instrument zip -‐ This file contains all of the Kontakt instruments (.nki files) and the documentation folder, which generally contains the user manual and the End User License Agreement. This file usually ends with suffix _Inst.zip or _Instrument.zip Installer zips -‐ These files are the installers for Mac and PC, zipped for download. They usually end with the suffix MAC_Installer.zip or PC_Installer.zip Sample RARs -‐ These files, when extracted by the Cinesamples Installer, become the Samples folder that contain the audio files needed for your Kontakt library. The number of sample RARs can range from one to many. All sample RARs should have exactly the same file size, except the last part, which is smaller. If you have a Sample RAR that is the wrong size, you should manually re-‐ download that file. See manual download instructions on page 4. The Instrument Zip, Sample RARs, and the unzipped Installer, must all be in the same folder before running the Cinesamples Installer for it function correctly (See above screenshot).
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Library Folder Structure After installation, Kontakt expects a specific folder structure in order for the instruments to automatically link to the samples and other resources. This folder structure can vary from library to library, but it follows a general pattern: In the above example, CineStrings Solo is the parent folder. Within each parent folder, there are typically three folders (Documentation, Instruments, and Samples). If the library is encrypted, there will also be an .nicnt file or an _info.nkx file for older libraries. If you want to check the exact folder structure for your library please refer to this PDF. The easiest way to ensure proper folder structure is to use the Cinesamples Downloader.app and Cinesamples Installer.app as described in the Download and Installation Guide.
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Kontakt Troubleshooting No Library Found If you try adding a library to Kontakt and get the No Library Found dialogue box, first find out if your library is an encrypted library. Refer to the email that you received from [email protected]. If the email contains a serial code, then you’re library is encrypted and you should be able to add it to your library tab. If your email contains a serial code (your library is encrypted) and you still cannot add it to the Library Tab, make sure that you are selecting the parent folder of the library (this folder should have the same name as the library). If you’re still having no luck adding the library to Kontakt, make sure that your folder structure is correct. Refer to page 9. If you received no serial code from [email protected], then your library is unencrypted. Add the library to Kontakt via Quick-‐Load (at the top) or the File Browser (on the left).
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Samples Missing If you get the above dialogue box in Kontakt, first check your folder structure. Go to page 9 for the correct Library folder structure. If you are still getting this dialogue box with the correct folder structure, click the Browse for folder button and direct Kontakt to the parent library folder (This folder should have the same name as the library). Note: If Kontakt finds all of the samples it needs and successfully loads the patch, you should resave the patch (Files > Save as…) to avoid seeing the Samples Missing dialogue box in the future.
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If you are still missing samples, you will need to re-‐download and re-‐install the library, as some of the RAR files could have either downloaded or extracted incorrectly. All RAR files should be the same size except for the last part, which should be smaller.
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Batch Re-‐save If your instruments are loading slowly, or you see the Samples Missing dialogue box in Kontakt every time you load any patch from a library, you may benefit from Batch Re-‐saving the patches in your library. The first time you load a patch, you must wait for Kontakt to build the sample cache. Once this has completed, your patches should load much more quickly. Note: Before you batch re-‐save, keep in mind that Kontakt patches are not backwards compatible, meaning any patches batch re-‐saved in Kontakt 5.5.0 will not open in Kontakt 5.3.1 or any version earlier than 5.5.0. To batch re-‐save your library, select Files > Batch re-‐save from the menu. Next, select the Instruments folder of the library you wish to re-‐save. If you get the missing samples dialogue box, click Browse for folder and select the parent folder of the library. Note: If your library is still loading slowly after a batch-‐resave, try disabling antivirus software and batch-‐resaving again.
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Graphic Disappears from Library Tab
If you add an encrypted library to Kontakt and it keeps disappearing from the library tab, try the following steps to resolve the issue: When you add a library, Kontakt creates an XML file that’s used to ensure your library stays in Kontakt each time you open the Library Browser. The disappearing library problem is due to a bug in recent versions of Kontakt that prevents it from generating an 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:
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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. Download the complete collection of Cinesamples' updated XML files. 2. After unzipping, find the XML file whose file name matches your library and move or copy it into the following locations: * Mac OS: Macintosh HD / Library / Application Support / Native Instruments / Service Center * Windows: C / Program Files / Common Files / Native Instruments / Service Center 3. 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.
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Manual Extraction Errors If you chose to extract the files manually (not recommended), and encountered a CRC failed error, or an Unexpected End of Archive error with UnRarX, you are probably missing some of your RAR parts, or one or more of the parts are corrupt. Refer to the email you received from [email protected] to find the missing parts and re-‐download.
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Manual Installation
Manual installation is not recommended, but if you are having problems with the Cinesamples Installer.app, manual installation may become necessary. 1. Create a new folder in the location of your choice and give it the same name as the library. This will be referred to as the parent folder. 2. Download all files either manually (from the links in your email) or via the Cinesamples Downloader.app. 3. Move your _Inst.zip and sample RARs into the folder you just created. 4. Unzip the _Inst.zip. On PC use the Extract Here option in WinZip. 5. Move the contents of the _Inst folder into the parent folder:
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6. Extract the RAR files using UnRarX (Mac) or WinRar (PC). Double click on only the first RAR part (.part1.rar). The application will automatically extract all parts. This will create a Samples folder. 7. Create a new folder called _Archive. Move the empty _Inst folder, _Inst Zip, and Sample RARs into the _Archive folder. This is a safety measure. You may delete these files after the library is successfully active in Kontakt. 8. At this point, you can move your parent folder into the folder in which you keep your sample libraries; then load it in to Kontakt. 9. If your library works in Kontakt, you can safely delete the _Archive folder. If you have any further problems, contact Cinesamples customer support.
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TABLE OF CONTENTS
DOWNLOADER Unidentified Developer……………………………………………………..p.02 Error authenticating your request……………………………………..p.03 Manually Downloading Files………………………………………...……p.04 INSTALLER ERROR: wrong checksum……………..……………..……………..……...p.05 Missing Files……………..……………..……………..……………..………….p.06 FOLDER STRUCTURE Installer folder structure……………..……………..……………..……….p.08 Library folder structure……………..……………..……………..………...p.09 KONTAKT No Library Found………………………………………………………………p.10 Samples Missing………………………………………………………………...p.11 Instruments Load Slowly/Batch Resave……………………………...p.13 Graphic Disappears from Library Tab……………………………...….p.14 MANUAL DOWNLOAD AND INSTALLATION Extraction Errors..……………..……..……………..……..…………………..p.16 Manual Installation……………………….……………………………………p.17
Downloader Troubleshooting Unidentified Developer If you are seeing the above dialog box when trying to open the Cinesamples Downloader, simply right click the app and click “Open”.
2
Error authenticating your request:
If you see the above error, first verify that you are using the correct email address and order number. Refer to the email that you received from [email protected]. Also make sure that there are no extra spaces at the beginning or end of the email or order number. Once you have verified this information, quit the Downloader and try running the Downloader again.
3
Downloading Files Manually If you are experiencing problems with the Downloader, you may download the files manually. For manual download, refer to the email that you received from [email protected]. The email should contain green manual download links. Click on each of these files to download them manually. After all of the files have finished downloading, make sure to put them all together in the same folder. Once all of the files have been downloaded and are in the same folder, you can run the installer normally -‐ in this example, Hollywoodwinds_MAC_Installer.zip or Hollywoodwinds_PC_Installer.zip.
4
Installer Troubleshooting
ERROR: wrong checksum
If you encounter the above error, the most likely cause is that one or more of your files were corrupted in the download process. To fix this error, manually re-‐ download the listed files, and then make sure they join the rest of your files in the same folder. Overwrite the previous versions of the listed files. Next, run the Cinesamples Installer.app again.
5
File is Missing! If you see the above error, first make sure that the Downloader downloaded all necessary .zip and .rar files. Compare your downloaded files to the links in the email you received from [email protected]. (example below). If you find that you are missing a file, then manually download it by clicking on the link in your email. Add it to the folder with the other files. See the Downloading Files Manually section on page 4. On Windows, make sure that you right click the Installer.zip and select “Extract Here” using WinZip. This extracts all the necessary installer files into the same folder as the other downloaded data. Otherwise, the installer will fail.
6
Once you have verified that all of your files have been downloaded, make sure they are in the same folder for the installer to function correctly (see page 5).
7
Installer Folder Structure The Cinesamples Installer.app (or .exe), expects the downloaded files to be in the same folder as the installer in order to function correctly. The Cinesamples Downloader.app normally takes care of this automatically. However, if you run into issues downloading files with the Cinesamples Downloader, and manual download was necessary, you must make sure all files are in the same folder. See manual download instructions on page 4. Instrument zip -‐ This file contains all of the Kontakt instruments (.nki files) and the documentation folder, which generally contains the user manual and the End User License Agreement. This file usually ends with suffix _Inst.zip or _Instrument.zip Installer zips -‐ These files are the installers for Mac and PC, zipped for download. They usually end with the suffix MAC_Installer.zip or PC_Installer.zip Sample RARs -‐ These files, when extracted by the Cinesamples Installer, become the Samples folder that contain the audio files needed for your Kontakt library. The number of sample RARs can range from one to many. All sample RARs should have exactly the same file size, except the last part, which is smaller. If you have a Sample RAR that is the wrong size, you should manually re-‐ download that file. See manual download instructions on page 4. The Instrument Zip, Sample RARs, and the unzipped Installer, must all be in the same folder before running the Cinesamples Installer for it function correctly (See above screenshot).
8
Library Folder Structure After installation, Kontakt expects a specific folder structure in order for the instruments to automatically link to the samples and other resources. This folder structure can vary from library to library, but it follows a general pattern: In the above example, CineStrings Solo is the parent folder. Within each parent folder, there are typically three folders (Documentation, Instruments, and Samples). If the library is encrypted, there will also be an .nicnt file or an _info.nkx file for older libraries. If you want to check the exact folder structure for your library please refer to this PDF. The easiest way to ensure proper folder structure is to use the Cinesamples Downloader.app and Cinesamples Installer.app as described in the Download and Installation Guide.
9
Kontakt Troubleshooting No Library Found If you try adding a library to Kontakt and get the No Library Found dialogue box, first find out if your library is an encrypted library. Refer to the email that you received from [email protected]. If the email contains a serial code, then you’re library is encrypted and you should be able to add it to your library tab. If your email contains a serial code (your library is encrypted) and you still cannot add it to the Library Tab, make sure that you are selecting the parent folder of the library (this folder should have the same name as the library). If you’re still having no luck adding the library to Kontakt, make sure that your folder structure is correct. Refer to page 9. If you received no serial code from [email protected], then your library is unencrypted. Add the library to Kontakt via Quick-‐Load (at the top) or the File Browser (on the left).
10
Samples Missing If you get the above dialogue box in Kontakt, first check your folder structure. Go to page 9 for the correct Library folder structure. If you are still getting this dialogue box with the correct folder structure, click the Browse for folder button and direct Kontakt to the parent library folder (This folder should have the same name as the library). Note: If Kontakt finds all of the samples it needs and successfully loads the patch, you should resave the patch (Files > Save as…) to avoid seeing the Samples Missing dialogue box in the future.
11
If you are still missing samples, you will need to re-‐download and re-‐install the library, as some of the RAR files could have either downloaded or extracted incorrectly. All RAR files should be the same size except for the last part, which should be smaller.
12
Batch Re-‐save If your instruments are loading slowly, or you see the Samples Missing dialogue box in Kontakt every time you load any patch from a library, you may benefit from Batch Re-‐saving the patches in your library. The first time you load a patch, you must wait for Kontakt to build the sample cache. Once this has completed, your patches should load much more quickly. Note: Before you batch re-‐save, keep in mind that Kontakt patches are not backwards compatible, meaning any patches batch re-‐saved in Kontakt 5.5.0 will not open in Kontakt 5.3.1 or any version earlier than 5.5.0. To batch re-‐save your library, select Files > Batch re-‐save from the menu. Next, select the Instruments folder of the library you wish to re-‐save. If you get the missing samples dialogue box, click Browse for folder and select the parent folder of the library. Note: If your library is still loading slowly after a batch-‐resave, try disabling antivirus software and batch-‐resaving again.
13
Graphic Disappears from Library Tab
If you add an encrypted library to Kontakt and it keeps disappearing from the library tab, try the following steps to resolve the issue: When you add a library, Kontakt creates an XML file that’s used to ensure your library stays in Kontakt each time you open the Library Browser. The disappearing library problem is due to a bug in recent versions of Kontakt that prevents it from generating an 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:
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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. Download the complete collection of Cinesamples' updated XML files. 2. After unzipping, find the XML file whose file name matches your library and move or copy it into the following locations: * Mac OS: Macintosh HD / Library / Application Support / Native Instruments / Service Center * Windows: C / Program Files / Common Files / Native Instruments / Service Center 3. 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.
15
Manual Extraction Errors If you chose to extract the files manually (not recommended), and encountered a CRC failed error, or an Unexpected End of Archive error with UnRarX, you are probably missing some of your RAR parts, or one or more of the parts are corrupt. Refer to the email you received from [email protected] to find the missing parts and re-‐download.
16
Manual Installation
Manual installation is not recommended, but if you are having problems with the Cinesamples Installer.app, manual installation may become necessary. 1. Create a new folder in the location of your choice and give it the same name as the library. This will be referred to as the parent folder. 2. Download all files either manually (from the links in your email) or via the Cinesamples Downloader.app. 3. Move your _Inst.zip and sample RARs into the folder you just created. 4. Unzip the _Inst.zip. On PC use the Extract Here option in WinZip. 5. Move the contents of the _Inst folder into the parent folder:
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6. Extract the RAR files using UnRarX (Mac) or WinRar (PC). Double click on only the first RAR part (.part1.rar). The application will automatically extract all parts. This will create a Samples folder. 7. Create a new folder called _Archive. Move the empty _Inst folder, _Inst Zip, and Sample RARs into the _Archive folder. This is a safety measure. You may delete these files after the library is successfully active in Kontakt. 8. At this point, you can move your parent folder into the folder in which you keep your sample libraries; then load it in to Kontakt. 9. If your library works in Kontakt, you can safely delete the _Archive folder. If you have any further problems, contact Cinesamples customer support.
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