FAQ & SUPPORT

Download & Installation

How Do I Install Emergence Audio Products?

Make sure you read the overview and requirements at the top and bottom of every instrument page on our site before you buy one of our instruments. This way, you can be sure that you know what each instrument needs and is compatible with.

Following a completed order, an email will be provided with information on how to begin the download and install process for your Emergence Audio product.

How to install instruments that require the Free Kontakt Player and Compatible with Native Instruments Hardware.


Native Access Downloader is required:

Don't have Native Access? click here

Step 1: Click on, "Add Serial Number" at the top left in Native Access

Step 2: Enter Your Serial Number

Step 3: Go to "Not Installed" Tab

Step 4: Go to product and click "Install"

(once install is complete)

Step 5: Open Kontakt Player, your Emergence Audio Instrument will be in the Library Browser, happy creating!

The Native Access Downloader is required to download our Free Kontakt Player/NKS-ready instruments. Don't have the Native Access Downloader? You can download it free here: https://www.native-instruments.com/en/specials/native-access/



Don't have the Free Kontakt Player? The Kontakt Player is required for all our NKS compatible instruments, you can download it here: https://www.native-instruments.com/en/products/komplete/samplers/kontakt-6-player/


How to install instruments that require the Full Version of Kontakt that are not compatible with the Free Kontakt Player.

How Do I Fix Missing Content / Samples?

If you are receiving a missing content message when loading up your instrument, this video walks you through how to batch resave any Kontakt library. Always select a single sample library folder at a time when batch resaving. Performing a Batch resave will correct the file paths of the samples within a library and speed up instrument load time.

Why Can’t I See the Library in the Library Tab in Kontakt?

Some of our libraries are designed exclusively for the full paid version of Kontakt and do not require activation in Native Access. These libraries will load via the Kontakt file browser, simply opening a .nki from the library instrument folder.

I Have to Re-download My Instrument, How Do I Do This?

After every purchase an email will be sent shortly after with instructions explaining the download process. If you've purchased a library that is not NKS (Native Kontrol Standard) and your download does expire, please reach out to us. If you can't find your download info via email you can always login to your account via our website. The login icon is located at the top right of our page.

I’m Having Trouble With My Download, What Steps Should I Take?

There are factors that can interrupt or slow the downloading process, so we put together a few troubleshooting steps to take. 


First, we recommend checking your internet speed, which can be done so here.

Anything above 100 Mbps is recommended for best results. 

Also check to see if there are firewalls possibly blocking your zip files from being downloaded/installed. 

A few more notes:

It's always best to download to an internal or a thunderbolt connected HD than an external USB HD as it’s a more stable destination for transferring data. 

We are hosted on industry standard Amazon S3 servers, but there are times of the day where traffic is busier than others, so downloading on off-hours could increase your speeds and can be more stable. 

As always, please reach out to us if you continue to have issues. Some of the information to provide that would be extra helpful is your ISP, operating system, location, and screenshots of any error messages. 

Install Issue via Native Access “Add Library” or “Serial Number Does Not Belong to Known Product”. What should I do?

When you input your serial number into Native Access, you may see the message "The Serial Does Not Belong to a Known Product."

Occasionally, the servers throughout the world take a little time to synchronize after you register your serial number via Native Access.


If your not seeing an "INSTALL" button next to your NKS instrument try the following:


  • Press the Refresh button at the top right which is located on the left of your Account Icon
  • Then close and restart Native Access
  • You should now see the "INSTALL" Button next to your Emergence Audio product


If the problem does not resolve itself, the following measures can be taken:

Your solution will change depending on whether you use Mac or Windows.


  • Delete the following files from MacOS:

"/Library/Application Support/Native Instruments/Service Center/NativeAccess.xml"

"/Library/Application Support/Native Instruments/Service Center/[LIBRARY NAME].xml"

"/Library/Preferences/com.native-instruments.[LIBRARY NAME].plist"

  • Delete the following files from Windows:

"C:Program Files > Common Files > Native Instruments > Service Center > NativeAccess.xml"

"C:Program Files > Common Files > Native Instruments > Service Center > [LIBRARY NAME].xml"

"C:Program Files > Native Instruments > Service Center > NativeAccess.xml"

"C:Program Files > Native Instruments > Service Center > [LIBRARY NAME].xml"


If this issue persists, please contact support after attempting all of the above solutions in this sequence.

Native Access Says “This Serial Has Been Registered Already”

This issue happens when you attempt to register your serial number with a different Native Access account than the one with which it was initially registered.


To resolve this, sign in to the Native Access account associated with your serial.


If you are unable to do so, provide the following information to Emergence Audio by creating a support ticket.


  • The order invoice 
  • The original email address used to place the order
  • The whole 25-digit serial number


We will be able to assist you with acquiring access to your product once we receive the above information.

Can I use Emergence Audio instruments without a MIDI Keyboard?

When a MIDI keyboard is not accessible, the On-Screen Keyboard KONTAKT PLAYER provides a virtual On-Screen Keyboard that may be used to play instruments with your mouse. However, to fully utilize our instrument's potential and capabilities, we strongly recommend utilizing a midi keyboard.

To display the keyboard:

  • Open the Workspace menu.
  • Select the Keyboard option.
  • The On-Screen Keyboard is displayed at the bottom of the Rack.

The On-Screen Keyboard contains the following features and controls:

Player_Keyboard.png

The On-Screen Keyboard

  • Keys: When a key is clicked, the keyboard generates a corresponding note event that will be received by the currently selected Instrument. The note’s velocity is relative to where on the key you click: clicking towards the top of the key will produce notes with a low velocity, and clicking towards the bottom of the key will produce notes with a high velocity.

  • Pitch and Mod: Click + drag the Pitch and Modwheel to generate pitch bend and MIDI CC #1 data respectively.

  • Transposition: Shift the displayed key range up and down in octaves.

  • Key Range: The keyboard uses colors to indicate the key ranges of the current Instrument.

  • Playable Keys: Keys that produce sound are colored blue.


Can Emergence Audio instruments be used in my DAW?

Emergence Audio uses Full Kontakt and the Free Kontakt Player for our instruments. While Kontakt can be used as a standalone application for macOS and Windows, it is most frequently utilized as an audio instrument within a digital audio workstation (DAW). Kontakt is compatible with virtually every DAW that supports the VST, AU, or AAX protocols, including Cubase, Logic, Ableton and Pro Tools, to name a few.

KONTAKT Error Message: ‘This instrument belongs to a library that is currently not installed’

via Native Instruments:

Symptom

When you try to load an Instrument in KONTAKT, you receive the following error message:

'This instrument belongs to a library that is currently not installed'

Causes

  • You are trying to load a KONTAKT 6 (Player) library in KONTAKT 5 (Player)
  • You are trying to load an instrument from the Files tab in KONTAKT while the library is not installed in Native Access.

Solutions

If your KONTAKT library is shown in Native Access as activated, but you receive this error message when trying to load the library via the Files tab of KONTAKT 5 (Player), it's very likely that your KONTAKT library requires KONTAKT 6 (Player).

1. Please install KONTAKT 6 (Player) from the "Not installed" tab in Native Access. When you now open KONTAKT 6 (Player), the library should appear in the Libraries tab. Please note that KONTAKT 6 (Player) is only called 'Kontakt' in Native Access (and your DAW):

2. If step 1 did not resolve the issue, please follow the steps below:

Native Instruments KONTAKT Library

-Launch Native Access from the following location:

Mac: Macintosh HD > Applications > Native Access

Windows: C: > Program Files > Native Instruments > Native Access

-Click the Not Installed tab. Hover your mouse over the KONTAKT library's entry. The option to LOCATE will appear next to the INSTALL button.

-After clicking the LOCATE button, you will be asked to BROWSE to the location of the KONTAKT library.

-Navigate to the KONTAKT library's folder and confirm your selection.

-Click INSTALL to add the KONTAKT library to your installed products.

-Finally, open KONTAKT standalone to update the database.

Native Access Error Message: ‘Installation has been prevented. You do not have enough free drive space to install instrument.’

via Native Instruments:

Symptom

You receive the following error message while installing a product with Native Access:

Cause

The installation process of a Native Instruments product requires temporary extra space on your internal hard drive (or 'system drive'), even if you want to install the product on an external hard drive.


Info on Free Space and Purgeable Space (Mac)

Please note that to find out the actual free space available on your system drive, you need to access the application Disk Utility.

You can find this in: Applications > Utilities > Disk Utility.

This is necessary, because simply right-clicking on the Mac HD in Finder and choosing "Get info" will show the summation of free space and purgeable space.

Native Access calculates the amount of free space an installation requires from the available free space only (excluding the purgeable space). This is why you may see what is presumably enough free space available, although Native Access requests more:

It is possible to delete purgeable data or move it to your iCloud. Please contact Apple for information on how to do this.

Solutions

Installing Products Individually

If you receive this error message when installing multiple instruments at once, run the product's installers individually instead of using the Install All button.

Additionally, we recommend to change the Download Location and Content Location in Native Access to a separate hard drive, as explained in this article:

How to Change the Install Locations in Native Access

However please note that it is still the local system drive which requires free space to perform the installation, even when you choose an external disk as the download and content location.


Time Machine Snapshots

Time Machine snapshots may be occupying large amounts of storage. Please contact Apple to learn how to manage those snapshots so that they do not occupy space on your local disk.


https://support.native-instruments.com/hc/en-us/articles/115001284225-Native-Access-Error-Message-Installation-has-been-prevented-You-do-not-have-enough-free-drive-space-to-install-the-products-


Product Information

Kontakt 6 Player VS. Full Kontakt 6

KONTAKT PLAYER is a free program that houses all of Emergence Audio's NKS sample-based instruments. Instruments created for KONTAKT PLAYER are compatible with the full version of KONTAKT.

The (FULL) KONTAKT sampler is the industry standard. Its amazing audio engine and cutting-edge modular design are used to create the world's most comprehensive and inventive sample-based instruments. KONTAKT offers a unique set of sample manipulation capabilities and unrivaled creative possibilities for creative sampling and sophisticated instrument development. here.

Do I Need Any Other Software or Hardware to Use Emergence Audio Products?

Yes, you will need the full retail version of Kontakt or the Free Kontakt player depending on what instrument you are interested in purchasing. If you don't own the Kontakt software you can learn more about it here.


As for hardware you will need a midi keyboard controller, audio interface and DAW (e.g. Cubase, Logic Pro, Pro Tools etc.)

Where Can I Find Emergence Audio User Manuals?

Our User Manuals can be found in your downloaded library via the documents folder and at the bottom of the Instruments page for the product in the “Requirements” tab.

General

Can I Submit Demos to Emergence Audio?

Emergence Audio features some of the best artists and demo makers in the world. We are always interested in hearing new things and new submissions. Please send us a streaming link of your submissions for consideration to artists@emergenceaudio.com. We listen to all submissions made to us and we will get in touch with you if we're interested in using your composition. If you do not hear from us we encourage you to post your demo on our Facebook timeline.

Account & Purchase

Where Can I Find My Purchase?

You'll receive an order confirmation via email with all of your order information. You'll also be able to login to your Account to see all of your purchases, downloads, etc. For any library that is for the Free Kontakt Player, your purchase will appear in the Orders section of your account along with your serial number information. All Full Kontakt Libraries will appear in Downloads. For Native Access install instructions please refer to How Do I Install Emergence Audio Products? at the top of this FAQ page.


What is Your Return Policy?

Please review our terms of use here. Due to the nature of downloadable products and online services, we cannot issue a refund for instruments that have already been downloaded or have serial numbers. All sales are final. We're always available for any questions you may have prior to purchase regarding system requirements, etc. Please don't hesitate to reach out via our 'Help' button to create a ticket.


Do You Offer An Education & Military Discount?

Yes! We offer students, educators, military members and veterans a 30% discount on all items that are not currently on sale or bundled. Please send us your name, school or facility, and proof of enrollment or credentials to education@emergenceaudio.com for us to review. After we verify your info, we'll send over your discount code to apply at checkout.


Need More Help?

We're here for you. Reach out to us via our Help button and hit send to open a ticket.