FAQ + SUPPORT

How Do I Install Emergence Audio Products?

Once you purchase a product a download link will pop up on our site to download the instrument instantly. An email will also be sent if you need to download at a later time. When you are prompted to download an Emergence Audio product, download the zip file to your preferred instrument folder and then unzip the folder into that same drive.

This library does NOT use the “add library” function in Kontakt and all files must be accessed through the regular Kontakt Browser (upper left side of Kontakt, then click files). Browse your drive where you have downloaded the instrument folder and click on the .nki files in the library to use it.

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?

Our libraries are designed exclusively for the full paid version of Kontakt 6.3 or later and do not require activation in Native Access. It will not work in the Player version of Kontakt. The library 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?

No, all of our products require the full retail version of Kontakt 6.3 or later which can be found here.

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

Yes, you will need the full retail version of Kontakt 6.3 or later. If you don't have the software you can purchase 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 under the “Requirements” tab.

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

Make sure you're logged in to your account to see your order history where you will be able to re-download and install your instrument. Keep in mind that there is a limit on the amount of downloads and on the length of time the downloads are available. If your download does expire, please reach out to us. Also, if you are logged out, please request a new signup link by going to "Login" and entering the same email address you used when placing your order. See "How do I login to my account?" for more info.

What is Your Return Policy?

Due to the nature of downloadable products and online services, no refunds are available for instruments that have already been downloaded. If you haven't yet initiated your downloads, you may request a refund within 14 days of your purchase. Any refund requests can be made by contacting us via our Help button and opening a ticket.

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.

How Do I Login to My Account?

After completing your first purchase and entering your email address, you’ll receive an email with a one-time signup link. Once you are signed in, you’re able to review your order history including your downloads via My Account in your cart or Login. 

Your personal Sign In link allows you to stay logged in and eliminates the need to create and remember a password. If you do logout, please request a new Sign In link by clicking on "Login" and re-entering the same email address you used when placing your order.

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 [email protected] 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. 

All of our installs over 2GB include fragmented install instructions which you will have as an option after completing your purchase. We always recommend beginning with installing the full zip file before opting for the fragmented download. 

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.

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