FREQUENTLY ASKED QUESTIONS

Product stuck on loading, showing a coffee cup, or taking a very long time to load!

Your presets are not installed, or your user documents folder is not in the expected location. First, please find the product’s presets folder located inside the product library folder and copy it to the following folder(s):

  • [Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5
  • [Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5.

If you cannot find those locations, or they do not resolve your issue, please verify if you are using a cloud folder: [Windows]  OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive or iCloud Drive location.

For additional help, watch this video on missing presets for our Kontakt full retail products: https://youtu.be/l-Cy_3QLnP0

For installation assistance, please watch this short installation video: https://youtu.be/3_oaiONb9Jc

My Instrument presets are missing!

If for some reason one of our full Kontakt libraries will not load properly, or is missing presets, please find the product’s presets folder located inside the product library folder and copy it to the following folder(s):
 
  • [Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5.
  • [Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5.

If you cannot find those locations, or they do not resolve your issue, please verify if you are using a cloud folder: [Windows]  OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive location or iCloud Drive location.

In case you need further assistance, please watch this short installation video: https://youtu.be/3_oaiONb9Jc

Kontakt is freezing and not responding during initial launch of your product.

This is not a normal behavior and can be resolved. Try the steps below.
  1. Please make sure that the product presets have been installed into the correct Kontakt folder. The correct folder may be located in OneDrive or iCloud Drive. *see locations below
  2. Disable antivirus and or malware software scanning. Windows Defender will cause extremely long load times.
  3. Batch resave the product using Kontakt’s batch resave function from the save menu.
  4. Your installation or download is corrupt. Download and install again.
  • [Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5.
  • [Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt, Kontakt 7 or Kontakt 5.

Why is my product taking forever to load, but once it does, it works fine?

This is usually related to antivirus or malware scanning and can be improved. Try the steps below.
  1. Disable antivirus and or malware software scanning. Windows Defender will cause extremely long load times.
  2. Please make sure that the product presets have been installed into the correct Kontakt folder.
  3. Batch resave the product using Kontakt’s batch resave function from the save menu.
  4. Your installation or download is corrupt. Download and install again.

What’s the difference between Kontakt Player and Kontakt?

  • Kontakt Player is a free sampler plugin, which will only load “Powered by Kontakt” libraries designed for Kontakt Player.
  • Kontakt (full retail/paid version) is Native Instruments’ exclusive retail software sampler, which will load all Kontakt libraries, including Kontakt non-player libraries which do not work in the free Kontakt Player. The retail version of kontakt also provides users the added benefit of unlocking the instrument to “go under the hood” and tweak, which Kontakt Player users cannot do.

Why didn’t I receive a serial number to activate my new product in Native Access?

If there is no serial number included, then you purchased a full Kontakt retail (non-player) library that does not require activation. Simply load the .NKIs through the Kontakt file browser, or directly from the downloaded instruments folder.

I’m having trouble activating a library. What do I do?

  1. Make sure the product you purchased is a Kontakt Player library which comes with a Native Instruments formatted serial number, example: 12345-12345-12345-12345-12345. You must then use the free Native Access software from Native Instruments to activate.
  2. If your product does not include a Native Instruments formatted serial, then it is a non-player library the will not use Native Access. You may load the .NKI directly with no need for activation.

Why is my product loading up in DEMO mode?

If you are seeing DEMO mode displayed in Kontakt, you are loading one of our non-player libraries in Kontakt Player. These libraries require the full paid version (retail) of Kontakt. If you do own the full version of Kontakt, then make sure you are loading the full version in your DAW and not the Player version. You may need to update your plugin version. To confirm try loading in Standalone Kontakt.

Do all of your libraries work in Kontakt 7?

Yes they do, but for our non-player libraries you will need to copy the instrument’s presets into the following folder:
  • [MAC] Users/documents/Native Instruments/ Kontakt 7
  • [PC] User/Username/Documents/Native Instruments/ Kontakt 7

Most new Operating Systems are using a cloud folder: [Windows]  OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive location or iCloud Drive location.

How do I add a “Powered by KONTAKT” Library by a third party manufacturer to the KONTAKT Browser and how to activate it?

I’m receiving an invalid path warning from Native Access with trying to activate. What do I do?

Make sure to point Native Access to the actual library folder, not the download folder, example: point to ARPOLOGY, not the ARPOLOGY – Sample Logic folder.

Multis are loading up with missing graphic elements. What do I do?

Please follow the steps below to resolve this issue:

  1. Navigate to the product’s samples folder. There you will find a folder named “Move contents to Kontakt pictures folder”.
  2. Open this folder and select all of the contents inside it.
  3. Copy the selected files (all files) to the following location(s):

For Kontakt 5:
[Windows] C:\Program Files\Common Files\Native Instruments\Kontakt 5\pictures
[MAC] Macintosh HD/Library/Application Support/Native Instruments/Kontakt 5/pictures

For Kontakt 6: (You may need to create a new folder called “pictures” if one does not already exist.)
Windows: C:\Program Files\Common Files\Native Instruments\Kontakt 6\pictures
MAC: Macintosh HD/Library/Application Support/Native Instruments/Kontakt 6/pictures

For Kontakt 7: (You may need to create a new folder called “pictures” if one does not already exist.)
Windows: C:\Program Files\Common Files\Native Instruments\Kontakt 7\pictures
MAC: Macintosh HD/Library/Application Support/Native Instruments/Kontakt 7/pictures

If you cannot find those locations, or they do not resolve your issue, please verify if you are using a cloud folder: [Windows]  OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive location or iCloud Drive location.

Can I copy a library to another computer?

Yes, but make sure to copy the Presets folder and the contents of the “Move contents to Kontakt pictures folder” (if product uses Multis) to the appropriate location on the new computer as outlined in the quickstart installation guide. This is the same process you executed when first installing the library on the original computer.

When I try to re-authorize a product, I get an error saying my serial is locked, what do I do?

  1. Your account is locked, because you have reached your maximum authorization limit for your Sample Logic sample library. This can be due to multiple reasons. As defined in our license agreement, you are limited to 2 machine authorizations and if you wish to have more than 2 computers authorized, an additional license must be purchased by contacting orders@samplelogic.com
  2. If you have replaced an old machine or reformatted your current machine, your account may be locked. In order for us to resolve this particular issue, please email support@samplelogic.com with the product title and serial number.

My CPU becomes bogged down during playback (audio popping, glitches, dropouts). What do I do?

Try the following:
  1. Reduce the number of voices in each instrument on the instrument interface.
  2. Purge unused samples for instruments.
  3. Set the Kontakt CPU overload protection to “relaxed” or “medium” etc., and/or set the appropriate multiprocessor settings from the Engine settings tab under Kontakt’s Options menu.
  4. Adjust the latency slider under Audio settings tab from Kontakt’s Options menu.
  5. If you have more than 2GB of RAM, experiment with the KMS – Kontakt Memory Server settings from the Memory tab under Kontakt’s Options menu.

Do your Ableton Live products work with Kontakt or Kontakt Player?

No, they do not.
 
Both Acoustix, Tronix and Metalix require that you own a retail copy of Ableton Live 8 or higher.

Are your products licenses free?

By purchasing our libraries you are purchasing a license to freely use the instruments and sounds in any way shape or form, provided you meet the few limiting terms in our license agreement. For more information, please review our License Agreement.

Do you offer any educational (University / Student) discount?

Yes, we offer a 10% student and faculty discount, and also offer great discounts to companies interested in licensing multiple copies of a product. Please contact us for more details.

DOWNLOAD ISSUES

Downloader just sits there and doesn’t download anything!

  1. Make sure all virus managers, malware protection and firewalls are disabled before downloading (some can silently block download and extraction).
  2. Please try downloading to your local drive, not to an external. Pause the download, use the dropdown on the product and choose “move”, then move it to a local file destination e.g. My Documents, then hit the reset button on that dropdown.

Please download the latest Conduct installer app here:
https://continuata.com/download-app

*If you still have issues, try using the old installer app Connect.

Installer seems to be downloading the files fine, but crashes when trying to extract some files.

First, makes sure you are using the latest CONDUCT installer app and see if that resolves your issue. If not, check all virus managers, malware protection and firewalls and make sure they are not interfering.

If that doesn’t work, then: go to the settings (gear icon upper-right) and choose “Download Only”, then hit Download again in CONNECT. When it’s finished downloading, go back into settings and change to “Download & Install”, then exit the settings and whilst holding down the shift key press the red Reset button and choose the same folder as previous (it will pick up the files and install them). 

Please download the Conduct installer app here:
https://continuata.com/download-app

*If you still have issues, try using the old installer app Connect.

Connect does nothing (or crashes) when trying to install.

First, please download our new installer CONDUCT. If that doesn’t work, try solutions in the FAQs above . If it still hangs, or crashes, please move the archive files and then press shift and click “Reset” for a different location (best location is Desktop or Home folder for this solution).

Please download the Conduct installer app here:
https://continuata.com/download-app

Also, disable or exclude Conduct / Connect from malware scanning software such as Windows Defender then try again.

I can’t load my instrument into Kontakt, or Kontakt says samples are missing.

Make sure the downloader finishes installing, before trying in Kontakt. The installer should say Downloaded and Installed 100%. If not, you will need to “Reset” or “Refresh” the download and make sure it takes you to the extracted folder when completed. The extracted folder will be a single folder containing the product.

Part way through extracting a file, the downloader gets stuck and just sits there.

  1. Check that you haven’t run out of disk space on your drive.
  2. Make sure you are using our new downloader CONDUCT if you are not already.
  3. Malware software can be the culprit, such as Windows Defender.
  4. Please try downloading to your local drive, not to an external. Pause the download, use the dropdown on the product and choose “move”, then move it to a local file destination e.g. My Documents, then hit the reset button on that dropdown.
  5. Download our old Connect installer and see if that works.

Please download the installer app here:
https://continuata.com/download-app

I want to change the download location (e.g. running out of space).

CONDUCT: Click the gear icon and choose a new target folder. Then go to the product options (three dots) to reset the download. There you can access additional download settings for your download.

CONNECT: Pause the download, move all the downloaded archive files to your new location, then hold down the shift key and press the red Reset button (choose the new location so it can pick up the files).

I paused and resumed download near to the end of downloading an archive file and now it’s corrupt.

The downloader should be able to fix this automatically by re-downloading it when it hits the problem during extraction, but if your network keeps disconnecting, the downloader could have to re-download a file a few times before it gets it corrected.

Can I extract / un-pack the .rar files myself, or must I let the Connect app extract them?

You must let the downloader app extract the .rar files automatically, or else the files will not install properly. If you wish to extract the .rar files yourself, you must request manual links for download first. Manual links are specially formatted for this.

I have all the archive files, what do I do with them?

You may delete these files once the downloader has fully downloaded and installed the files to a single folder. The downloader must say 100% installed first!

How can I change my download location and start all over with my download?

In the CONDUCT download app, once you paste your activation code, click the settings button (gear icon). This will allow you to choose a new destination then click the product options button (three dots) and reset your download.
 
In the CONNECT download application, once you enter your activation code, hold the shift key down when you press the “Download” button. This will allow you to choose a new destination to download from scratch.

INSTALLATION

Kontakt Library Installation: https://youtu.be/3_oaiONb9Jc
Kontakt Player Library Installation: https://youtu.be/MJyfUY-X8BE

CONTACT US

We would love to hear from you! Please fill out this form and we will get in touch with you shortly.
Before contacting us check to see if we can solve the problem.

KONTAKT IS MISSING FILES WHEN I TRY TO LOAD AN INSTRUMENT
  • PRESETS: The product presets have not been installed in the correct Kontakt directory. Please make sure the presets folder that came with the product is copied to the Native Instruments Kontakt 5, Kontakt, or Kontakt 7 folder located in your user documents or in OneDrive / iCloud Drive.
  • SAMPLES/PRESETS/GRAPHICS/MULTIS: The downloader did not completely finish. Please restart/refresh the download application and allow it time to finish downloading and installing all of the files. The downloader will indicate when the installation is completed.
  • This can also happen if you have moved files or folders from within their original folder location. The product folder structure must remain intact at all times. You may move the entire product as a whole to any location, but all files must remain intact.
Multis
For Windows: C://Program Files/Common Files/Native Instruments/Kontakt/pictures
For Mac: /Library/Application Support/Native Instruments/Kontakt/pictures
Then relaunch Kontakt and load up a multi.
***If using Kontakt 7 or 5 the folder will be called Kontakt 7 or Kontakt 5
 
Presets
[Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt or Kontakt 5/7
***MacOs may be using iCloud Drive for optimization. If so, copy the presets folder to the Kontakt folder there.
[Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt or Kontakt 5/7
***Windows may be using OneDrive, or a custom Documents location in place of C: drive. If so, you will need copy the presets folder to the Kontakt folder there.

WHERE IS MY DOWNLOAD?
Following a purchase you should have received a secondary email with instructions on how to download. If you do not see this email, please first check your spam / junk mail. If still nothing, please provide us with an alternate email address that we can deliver the download to.

WHERE ARE THE GRAPHICS IN MY MULTI INSTRUMENTS?
 
Navigate to the product samples folder, there you will find a “Move contents to Kontakt pictures folder”. select all the files in that folder and transfer them to:
  • [Windows] C://Program Files/Common Files/Native Instruments/Kontakt/pictures
  • [Mac] /Library/Application Support/Native Instruments/Kontakt/pictures
Then relaunch Kontakt and load up a multi.
***If using Kontakt 7 or 5 the folder will be called Kontakt 7 or Kontakt 5
HOW MANY COMPUTERS CAN I INSTALL MY PRODUCT ON?
A single purchase of a product is good for 2 machine authorizations, after this, additional addon licenses MUST be purchased.
WHERE IS MY SERIAL #?
Your serial number will be the same number you received via email and used to activate the download.
CAN I DELETE MY .RAR FILES?
Once you have completely finished your download and have successfully installed and used the product in Kontakt, it is safe to assume that the product unarchived properly and you can delete the original .rar parts that you downloaded.

SERIAL LOCKED
We certainly understand your situation and can help resolve this issue.Your account is locked when you have reached your maximum authorization limit for your Sample Logic sample product. As defined in our license agreement, you are limited to 2 machine authorizations and if you wish to have more than 2 computers authorized, an additional license must be purchased. This can also occur if you have replaced an old machine, or reformatted your current machine which can be resolved by emailing our support team with your Native Instruments associated email address and your product serial number. Once we receive your response, we will de-authorize any additional computers we have on record that are not in use. This will unlock your account.

Yes, we offer a 10% student and faculty discount, and also offer great discounts to companies interested in licensing multiple copies of a product. Please contact support for more details.

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