FAQ + SUPPORT

How Do I Install Emergence Audio Products?

After every purchase an email will be sent shortly after with instructions explaining the download process.

Please be sure to read the instruments overview located at the top and bottom of every instrument page on our site before purchasing to make sure you understand the requirements and compatibility of each instrument in our catalog.

How to install Products that require the Full Version of Kontakt

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, or by simply opening a .nki from the library instrument folder. It will not appear in the library tab.

Can I Use the Free Kontakt Player?

It depends on the Instrument. Please make sure to read the overview on the perspective instrument you’re interested in purchasing in detail. For example “Quantum” is NKS Compatible and can be used in the free Kontakt Player while “Quantum Steel Drum” will require the full retail version of Kontakt and is not compatible with the free Kontakt Player. You can learn more about Native Instruments Kontakt software here.

Do I Need Any Other Software 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.

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.

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 into your account via our website. The login icon is located at the top right of our page.

What is Your Return Policy?

Please review our terms of use here. Due to the nature of downloadable products and online services, no refunds are available for Products that have already been downloaded or have serial numbers. You may request a refund within 14 days of your purchase provided that you haven’t yet downloaded your product or have been provided a serial number. Any refund inquiries can be made by contacting us via the Help icon located on the right side of the Support page.

Do You Offer Educational Discounts?

Yes! We offer students, educators and military members a 40% discount. All we need is proof of enrollment or affiliation in the form of ID or documentation. Please complete the form here and we’ll send you a special coupon code.

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.

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. 

Need More Help?

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