PAGE 19OACE - USER MANUAL
APPENDIX F - FAQS & TROUBLESHOOTING
Q: WHAT IS THE DIFFERENCE BETWEEN KONTAKT
AND KONTAKT PLAYER?
See appendix A
Q: HOW CAN I REDOWNLOAD A PRODUCT?
With the continuous improvements to our Spitfire App, we have
incorporated the ability to reset your own downloads, be it the
entire library or the most recent update.
To reset your entire library download or the latest update; Open
up the Spitfire App and log in with your account email and pass-
word.
• Select the download you wish to re-download
• In the cog menu choose Reset Download > Entire or Latest Up-
date
You can repeat this process for any of the libraries you own.
Note that there is a limit to how many times you can reset your
downloads in a certain time frame. If you do exceed your reset
limit please get in touch.
Q: DIFFICULTIES IN DOWNLOADING / INSTALLING
Customers may find that they have some diculties in the down-
loading process. If you find that you are having some trouble,
please check the list below for possible causes.
• The formatting of your drive, if it is FAT32, will prompt an error in
our app and you will not be able to install.
To solve this problem, reformat your drive to a more modern for-
mat, or use a dierent drive. We recommend NTFS on PC, and
Mac OS Extended journalled) on Mac.
-----------------------------------
The formatting of your drive, if it is EXFAT, will prompt an error in
our app and you will be given a choice to accept the install.
We advise not install to EXFAT format as it is not optimised for
sample streaming.
-----------------------------------
Free space on your hard drive, ensure you have 2GB more than
the library size. The app will block the install if you do not have
enough free space.
For other issues such as:
• Spitfire App freezes in the “Unzipping” stage,
• Spitfire App freezes logging in,
• Spitfire App won’t connect to the internet,
• Spitfire App says “install error”,
Please contact us with the lm.log file. Locations for lm.log:
Mac OS: User/Music/Spitfire Audio/Settings
Windows: Application Data/Roaming/Spitfire Audio
Q: I’VE LOST MY INSTRUMENT FILES
In some cases, instrument files may get lost when transferring li-
braries from one place to another, or if an update has gone wrong.
If this happens, the best way forward is to re-download the library
in question. This will ensure you will get all of the content you are
missing.
Q: WHAT IS YOUR REFUNDS / RETURNS POLICY?
If you have NOT completed the download / installation process,
then we CAN refund/return your product within 14 days of pur-
chase, please contact support with your account email address
and order number.
If you HAVE completed the installation process (even if you’ve not
yet registered your serial number), we do not accept refunds and
returns. Please see our EULA.
We can refund hard drive orders up until the point when the drive
is dispatched from our oce. This is usually 1-2 days after you
order.
Q: I’VE FORGOTTEN MY PASSWORD?
If you have forgotten your password, please see this link, and click
‘Forgotten Password’.
If at some point in the past you asked us to merge two or more
accounts but have since forgotten, you MAY find that the forgot-
ten password isn’t working for the email address you asked us to
merge FROM. In this case, please contact support with your name,
and any email addresses you have used.
Q: I HAVE FAST INTERNET, WHY IS MY DOWNLOAD SLOW?
We have no direct influence on your download speeds. Our li-
braries are hosted on Cloudfront servers which are normally very
quick. At certain times of the day when trac is particularly busy,
your ISP may throttle your connection speeds. See this link to trou-
bleshoot.
We would advise you to leave your download running overnight
as speeds should ramp up at less busy times.
Q: CAN I INSTALL ON MORE THAN ONE COMPUTER?
Yes, with our products you have two installs. You are allowed to
download and install on two computers you own,
The best way to get your library on both of your machines is to
copy it from one to another via an external HDD. See here for this
process.
Q: CAN I TRY BEFORE I BUY?
No - it is not possible to demo our products. Our Youtube Chan-
nel has many walkthroughs containing detailed info about all our
products -- you can hear them being played in real time with no
smoke and mirrors!