WHAT IS YOUR REFUNDS POLICY?

You are eligible for a refund if y'all contact united states within fourteen days of your order and take yet to download your product. Once a product has been downloaded or xiv days have elapsed, nosotros cannot offering a refund. Please arrive affect at spitfireaudio.com/support to request a refund.

"No Library Institute" Error Bulletin

If y'all are getting the error message "No Library Constitute" in Kontakt when trying to add a new library, it's considering the product you lot have purchased isn't a "Player" library (see question below "What's the difference between Kontakt and Kontakt Role player?")

You will therefore need to load the files manually into Kontakt to load them. This can be done via the 'Files' browser, top left mitt side of Kontakt, or by just dragging the instrument files over the Kontakt window to load them.

What Is The Difference Betwixt Kontakt And Kontakt Actor?

Kontakt Histrion is a Free version of the Kontakt sample playback engine available to download HERE. It works with libraries that the developer has paid a license fee for. Essentially, the developer buys you this playback engine.

The Kontakt Player gives y'all access to all the sounds and all the editable parameters on the forepart panel but. Too, dissimilar not-Actor libraries, these libraries will also have a imprint that appears on the Kontakt Libraries pane.

If you want to go deeper into editing you'll need a full version. As you will already own the free Kontakt player and have bought one of our 'role player' libraries you will be eligible for a discount upgrade to Kontakt via the NI website. Encounter HERE for more than details.

You can find our product compatibility list HERE.

If the library yous want to use is NOT a 'Player' library then you demand to buy the total retail version of Kontakt.

Then you can also load 'non-Player' libraries similar our Harp, Piano, Harpsichord, Solo Strings etc. Delight notation that non-Player library instruments will non announced on the Kontakt libraries pane and so can't be added every bit a library equally Role player libraries need to be. Instead, these libraries will simply need to be loaded via the Kontakt files browser or alternatively you can add the library as a favourite to the Kontakt Quick Load window.

How Tin can I Redownload A Production?

With the continuous improvements to the Spitfire Sound App, we accept incorporated the ability to reset your ain downloads, be it the unabridged library or the nearly contempo update!

This can easily be washed with the App. To reset both your unabridged library download or the latest update;

Open up the App and log in with your account e-mail and password.

Click on the library yous wish to re-download
Click on the cog in the bottom right mitt corner and choose "reset"
This volition reset your whole download/your latest update

You can repeat this process for any of the libraries you own.

Notation that there is a limit to how many times you tin can reset your downloads in a sure time frame. If you do exceed your reset limit please get in touch.

If y'all do not see the option to reset your download in the Spitfire Audio App, we would propose to download the latest version of the Spitfire Audio App from HERE.

Difficulties In Downloading / INSTALLING

Customers may observe that they accept some difficulties in the downloading process.

If you find that you lot are having some trouble, delight cheque the listing below for possible causes.

The formatting of your drive, if it is FAT32 this will cause errors, because there is a maximum file size with this format of 4GB and our download files will exceed this limit. To solve this problem, reformat your drive to a more mod format, or use a dissimilar drive. We recommend NTFS on PC and Mac Os Extended (journaled) on Mac.
Free space on your hard drive, please allow at to the lowest degree double the space for the respective library. This is because your library is downloaded compressed, and then uncompressed into a separate location, then the original is deleted. So briefly during install, there are two copies of the library on disk. To solve this problem use a drive with more infinite (the size y'all'll need during install is listed on the website page of the product you bought).

Other issues;

Library Manager freezes in the "Extracting" phase for hours. This is because our libraries are often very big files, and this is the stage where the compressed files are extracted and placed in their concluding locations on the hard drive. There could be hundreds of GB of content to unpack, so information technology really tin have hours. If you lot're unsure whether it has crashed or is merely extracting files, visit the installation folder you chose when you lot started the install. If everything is working commonly you lot'll see diverse files appearing in the folder (or ane of its subfolders).
If you see a "Download interrupted" message may exist caused by a change in IP, normally the case with people using a VPN, or people who for some reason started a download in one country and tried to resume it in some other. in this example, please submit a support ticket and we tin can unblock you.
If your download gets stuck and is continually cycling and not resuming, please get in touch with us, giving us as much detail as possible about your fix. It would be helpful if you can tell united states: Your operating system, where you lot are downloading from (your country, and besides whether you lot're at home or work), your Internet access provider, and whether in that location are whatever proxy servers or firewalls between your calculator and the net.

I Have Fast Net, Why Is My Download Tiresome?

Nosotros take no direct influence on your actual download speeds, our libraries are hosted on Amazon S3 servers which are unremarkably very quick but it may well exist that at sure times of the mean solar day when traffic is particularly busy, your ISP may throttle your connectedness speeds.

We would propose you to leave your download running overnight equally speeds should ramp up at less decorated times. Our Library Manager downloader aims to use equally much of the available bandwidth every bit possible to give yous the quickest possible speeds, and may take several minutes to reach its peak.

My payment failed

If y'all are performing an international transaction (we're in the U.k.), y'all may experience failed payments.

Information technology's worth trying again directly abroad. It'south possible that we or our card payments processor had a temporary problem that will accept gone abroad a minute later on. If the trouble persists, however, the best thing to do before contacting u.s.a. is to cheque with your bank that they are not blocking the transaction. Many Usa banks in detail block their customers from making overseas web transactions by default. They will usually remove this restriction if yous ask them.

For Visa and MasterCard transactions we as well use 3D Secure to enhance the security of your payments. That function of the checkout is hosted by your own banking company's servers, and so information technology's possible that If your depository financial institution hasn't correctly implemented this (or their systems are temporarily offline), you may run across a blank page at the concluding stage of the checkout. Again, your banking company can advise on the all-time form of action.

I've Lost My Serial Number For Product Activation

Emails get misplaced and you might find that you are out of luck when you need to find a past serial number.

The best place to find all of your series numbers would be to log into your Spitfire account and visit THIS Folio.

If you discover that the series number you are looking for is not there, please contact us with all of the relevant information.

Tin can I Install On More than Than 1 Computer?

With our products you lot have two licenses. This ways that you are allowed to download and install on ii computers y'all own, say your main rig and your mobile rig.

The best fashion to get your library on both of your machines is to copy it from ane to another via an external HDD. It saves you from having to redownload the whole library once again!

Can I Endeavour Before I Buy?

No - information technology is not currently possible to demo our products.

If you go to our YOUTUBE CHANNEL yous'll encounter many many walkthroughs containing detailed info about all our products -- you can hear them being played in real time with no smoke and mirrors!

How Do I Update My Products?

The main premise of downloading our products is that our library manager downloads into the folder yous choose, so it is always good to choose the folder higher up where you desire the download to get.

The best file path for our products is something very simple, a long file path will cause errors as there is a character limit on how far the library manager to read.

We advise a file path of something along the lines of:

Samples Drive > Spitfire Audio - always point the downloader to the folder 'Spitfire Audio' (or the folder to a higher place) for all downloads and updates.

When it comes to downloading / updating - if y'all have a folder called 'Spitfire Audio' e'er point the library managing director to the folder Spitfire Audio - never go into this folder and cull the actual library in question.

Can I Download On A PC, Then Transfer To A Mac Or Vice Versa?

All of our Kontakt libraries are compatible on both PC and Mac computers.

You can download our Kontakt libraries on either PC or Mac and they will piece of work if you demand to transfer them beyond to the other operating system.

We suggest to do this via copying which every library you desire to move across to an external HDD, and and then copying it to your other machine.

Non-Kontakt libraries (similar Phobos) need to be installed on the machine on which they are to be used.

WHAT Mac OSX DO YOU SUPPORT?

Our Library Manager only supports Mac OSX 10.10 and upwards.

If you do non have a arrangement with ten.10 up installed, or do not wish to update your system in that location is a way of creating an external kick drive that volition work with our Library Managing director app.

For more information please HERE.

Alternatively, you tin can download Kontakt libraries to any other Mac or PC that is compatible with the Library Manager and so only copy everything over to your ain machine. We suggest doing this via an External Difficult bulldoze.

Not Player Instrument Opening In 'Demo' Mode

If y'all are seeing the 'demo' button and your patches are timing out, it means yous are trying to run a non-player library in the Kontakt Player software.

You need to upgrade your Actor to the total version of Kontakt.

We try very hard to ensure at all stages of our website that everyone understands which libraries need full Kontakt and which need the Player only.

Essentially our Histrion libraries don't demand the full Kontakt because we have paid the license fee on our customers' behalf -- this is more than financially viable on our higher priced libraries.

If yous accept any of our Player libraries you lot can authorize for a discount on the full version of Kontakt see HERE for more data.

How does your cross form pricing piece of work?

Some of our libraries which share content with earlier products, or are a "reborn" version of an older library that we've now taken off sale permit customers of the older library to have discounts on the new one. There are rather as well many permutations to put in this reply, simply the libraries which have have some kind of cross course scheme are:

Albion ONE (for customers of the original Albion, now known equally Albion LEGACY)
Sacconi Quartet (for customers of the original Sacconi Volumes 1 and 2)
Spitfire Chamber Strings (for owners of any of the BML "Sable" Sleeping room Strings range)
Spitfire Symphonic Strings (for owners of whatsoever of the BML "Landscape" Symphonic Strings range)
Spitfire Symphonic Contumely (for owners of any of the BML Brass libraries)
Spitfire Symphony Orchestra (for owners of Symphonic Strings, Symphonic Brass or Symphonic Woodwinds)
Ricotti Mallets (for owners of the original Ricotti Marimba, Glock or Crotales libraries)
Hans Zimmer Percussion (for owners of HZ01 or HZ03)
Alternative Solo Strings (for owners of Artisan Cello or Artisan Violin)

If you fall into any of those categories, delight add the library you desire into your cart, and once you're logged in, the cart will automatically deduct the right percentage according to what you already own.

DO Y'all Offer Any DISCOUNTS FOR TEACHERS AND STUDENTS?

Yes! Full details are bachelor Here.

I want to buy a collection, merely I already own i or more of the products in it

Our cart will intelligently deduct the proportional cost of whatever products you already own from the full price when you lot get to the checkout.

I have an EU VAT number. Tin yous deduct the VAT from my guild?

For all Eu countries apart from the Britain, please click the 'Checkout' button to take you to your payment breakdown. Hither y'all will see an area that outlines the VAT added to the society, and a link above the final full (illustrated below) which says 'Got an Eu VAT Number?' - click this link to enter your VAT Number.

Great britain VAT registered customers will demand to consummate their order including VAT so recover the VAT from HMRC in the usual way.

I've forgotten my password

If you have forgotten your countersign, please see this link, and click 'Forgotten Countersign'.

If at some indicate in the past you lot asked us to merge two or more accounts but accept since forgotten, yous MAY find that the forgotten password isn't working for the email address you asked us to merge FROM. In this example, please contact back up with your name, and any electronic mail addresses y'all remember nosotros might know near, and we'll work out what has happened.

I've been waiting ages for my download links...

We run all our orders through a fraud checking process. The automatic fraud check takes xx minutes (but can take upwardly to an hour during a very busy period, eg. Black Friday), simply if your order gets caught at this stage, nosotros run a manual lodge check, and this tin delay the processing of your guild for up to 24 hours (though this would exist a rare and exceptional case).

Yous should however receive an club confirmation email IMMEDIATELY upon placing your order. This confirms that your order has successfully been logged in our arrangement and that your payment was successfully taken. Please cheque your junk folders earlier contacting our support. The message will come from do_not_reply@spitfireaudio.com if you'd similar to add us to your whitelist.

my question isn't listed hither

Delight visit our back up folio where you can search for specific issues and open a back up ticket if needed.

DOWNLOAD HERE

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Best Way to Download Spitefire Sample Library