FAQ – Neural DSP Technologies
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System Requirements

All our products require iLok License Manager and an audio interface to work properly. Please note that the use of an iLok USB dongle is optional since you can activate the plugins directly into your computer. Also, you can use the standalone version for live situations without a DAW.

 

MacOS Minimum Requirements

  • Intel Core 2 Duo Processor (2.1 or higher)
  • 4 GB of RAM
  • Mac OSX 10.8.5 (Mountain Lion)
  • 80 - 400 MB free hard disc space per plugin
  • An Internet connection is required to activate your license through iLok License Manager.

MacOS Recommended Requirements

  • Intel Core i5 Processor (2.5 or higher)
  • 8 GB of RAM or more
  • Mac OSX 10.14.1 (Mojave)
  • 80 - 400 MB free hard disc space per plugin
  • An Internet connection is required to activate your license through iLok License Manager.

Windows Minimum Requirements

  • Intel Core 2 Duo / AMD Dual-Core Processor (2.1 or higher)
  • 4 GB of RAM
  • Windows 7
  • 80 - 400 MB free hard disc space per plugin
  • An Internet connection is required to activate your license through iLok License Manager.

Windows Recommended Requirements

  • Intel Core i5 / AMD Ryzen 5 Processor (2.5 or higher)
  • 8 GB of RAM or more
  • Windows 10
  • 80 - 400 MB free hard disc space per plugin
  • An Internet connection is required to activate your license through iLok License Manager.

Files Location

Where is everything installed to?

 

MacOS

 

AudioUnits: Macintosh HD / Library / Audio / Plug-ins / Components / 
VST: Macintosh HD / Library / Audio / Plug-ins / VST / 
AAX: Macintosh HD / Library / Application Support / Avid / Audio / Plug-ins / 
Standalone App: Macintosh HD / Applications

 

Preset Files: MacintoshHD / Library / Audio / Presets / Neural DSP /

 

Manual: Macintosh HD / Library / Application Support / Neural DSP /

 

Note: The plug-in files are “Universal Binaries, so 32-bit and 64-bit plug-ins are included in the same file/location.

 

Windows

 

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ 
64-bit VST: C:\ Program Files \ VSTPlugins \ 

32-bit VST3: C:\ Program Files (x86) \ Common Files \ VST3
64-bit VST3: C:\ Program Files \ Common Files \ VST3
32-bit AAX: C:\ Program Files(x86) \ Common Files \ Avid \ Audio \ Plug-Ins \ 
64-bit AAX:C:\ Program Files \ Common Files \ Avid \ Audio \ Plug-Ins \ 
32-bit Standalone: C:\ Program Files (x86) \ Neural DSP \
64-bit Standalone: C:\ Program Files \ Neural DSP \

 

Preset Files: C:\ ProgramData \ Neural DSP \

 

Manual: C:\ Program Files \ Neural DSP \ 

Supported DAWs

Here is a list of all of the DAWs (Digital Audio Workstations) that we currently support:

 

  • Pro Tools 10 / 11 / 12 / 2018 / 2019 (only AAX)
  • Cubase 6 / 7 / 8 / 9 / 10 (VST)
  • Studio One 3 & 4 (VST / AU)
  • Reaper 5 (VST)
  • Ableton Live 9 & 10 (VST)
  • Logic Pro X (AU)
  • GarageBand (AU)
  • FL Studio 20 (VST)
  • Reason 10 (VST)

 

If your DAW is not on this list, it might still work! We included here the ones we have tested. If something goes wrong with an unsupported DAW, please write to us to [email protected], but we can’t guarantee a solution to your problem.

What is iLok?

iLok is the platform that we use for distributing Neural DSP licenses. When you get a Neural DSP product, your code or activation is handled by iLok.

Can I run Neural DSP products without an iLok USB dongle?

Yes. All of our products can be activated to your computer and/or iLok USB key. By the way, iLok 2 or 3 will work for our products.

Why do I need an iLok account?

An ilok account is needed to register your serial number to the security database.
Please create an iLok account for free at iLok.com.

You can deposit your licenses from your iLok account rather to your iLok USB key or your computer. This will be asked during the activation prompt pop-up that appears after installation while opening your DAW.

You can also use iLok License Manager application on your computer to redeem your serial number and to transfer your license from a Computer to an iLok USB key or the other way around.

SETUP AND ACTIVATION

To get a trial or full code for any of our products, please follow the steps of purchase on our website (https://neuraldsp.com). After that, please follow these steps:

 

  • Please make sure you have the latest iLok License Manager application installed and running. (https://www.ilok.com/#!license-manager)
  • Log in with your iLok account in iLok License Manager. 
  • Redeem your code from the upper right corner where the 2 dots and a line symbol is. 
  • After that, drag and drop your license from the available tab to your computer on the left under the LOCAL Tab. 
  • Install the Plugin by running the installer. (https://www.neuraldsp.com/downloads/)
  • Rescan your plugins within your DAW and restart your DAW.
  • Also, you can run the standalone as well (If you run it on windows, you can find the executable in C:/ Program Files / Neural DSP //. If you run it on Mac, you can find the app under the Applications folder).

If you just download the installer, you will be missing the activation code.

Setup and Activation tutorialhttps://youtu.be/xVSRLg6NOY0

TRIAL TO FULL LICENSE

Full Version and Demo version are the same software.

 

Every time you open your DAW, a warning of how many days left of Demo are available. You can always click on the “Activate” button on the pop-up window and insert your purchased full license serial number. This will activate your Full-Time License.

 

You can also activate it right away using the iLok License Manager. To do this follow these steps:

 

  • Open the iLok License Manager and log-in with your iLok Account.
  • If you have an iLok, make sure it is plugged into a USB port on your computer, and that it shows in the sidebar on the left within the ILok License Manager.
  • Drag and drop your license from the right window to your iLok tab or computer tab in the left sidebar of the ILok License Manager. (If you don’t find your license, check the “All Licenses Tab” on the top of the Ilok License Manager window).

Trial to Full License tutorialhttps://youtu.be/Z-4UEMFDlKY

ACTIVATION IN MULTIPLE DEVICES

If you already have a full or demo license properly activated in your iLok Account, you can deactivate it and move the license to another computer.

Please note that code can be used only once, after that, you need to manage your licenses from the iLok License Manager application. You can activate the plugin up to 3 times with a single serial code, all of them in different locations (devices).

 

So, you can deactivate any license from any location like this:

 

 

This will send your license to your AVAILABLE TAB on top. Then you can drag and drop it to a new location (under the LOCAL tab). This must be activated from your main computer and your other computers! So, please install iLok License Manager in all of them!
For example...

 

So, sometimes deactivate isn't necessary... Please just install iLok License Manager in your other computer and activate your second license available (2 of 3)!

Activation in Multiple Devices tutorialhttps://youtu.be/REE8MkKMJgw

iLok Issues

In this guide, you can find the steps to solve the most frequent issues with iLok, OS, DAW, and others.

 

• iLOK VIDEO TUTORIALS

 

Setup and Activationhttps://youtu.be/xVSRLg6NOY0

Trial to Full Licensehttps://youtu.be/Z-4UEMFDlKY

Activation in Multiple Deviceshttps://youtu.be/REE8MkKMJgw

• SETUP AND ACTIVATION (DEMO & FULL LICENSES)

 

To get a trial or full license code for any of our products, please follow the steps of Demo Purchase on our website (https://neuraldsp.com). It's a product that costs 0. After that, please follow these steps:

 

  • Please make sure you have the latest iLok License Manager application installed and running. (https://www.ilok.com/#!license-manager)
  • Log in with your iLok account in iLok License Manager.
  • Redeem your code from the upper right corner where the 2 dots and a line symbol is.
  • After that, drag and drop your license from the available tab to your computer on the left under the LOCAL Tab.
  • Install the Plugin by running the installer. (https://neuraldsp.com/downloads)
  • Rescan your plugins within your DAW and restart your DAW.
  • Also, you can run the standalone as well (If you run it on windows, you can find the executable in C:/ Program Files / Neural DSP //. If you run it on Mac, you can find the app under the Applications folder).

IMPORTANT: If you only download the installer, you will be missing the activation code. Please make sure to follow the steps mentioned above.

 

• TRANSFER A LICENSE TO ANOTHER iLOK ACCOUNT

 

  • Open up the iLok License Manager application on your computer (NOT the website).
  • Right-click on the license you would like to sell and select "Transfer" and then follow the necessary steps.
  • PACE (the company that makes iLok) will charge you a fee of $25 per license transferred.

 

• DAW REQUIRES TO ACTIVATE THE PLUGIN AGAIN

 

The code has been activated correctly, what you are seeing now is the Demo warning only. You should be able to press continue now!

The activate button is to redeem a different serial number, a FULL License code for example.

Please, note that activation codes can be used only ONCE. After that, your license is in your iLok account and needs to be managed within iLok License Manager.

 

• "AUTHORIZATION EXCEPTION" ERROR MESSAGE 

If this error message pops up, follow these steps:

 

  1. Close your DAW (Pro Tools, Logic, etc.)
  2. Go to iLok.com and download the latest version of the iLok License Manager application.
  3. Run the iLok License Manager installer on your computer.
  4. Restart your computer.

This issue only affects users who have not installed iLok License Manager 4.0.3 or later.

Operating System Issues

• Standalone without input signal (OSX Mojave)

 

ISSUE:I cannot use the standalone app because my signal doesn’t get into the software for some reason. It recognizes my interface, and the TEST button also sends out the signal just fine".

 

Maybe, the app doesn’t have access to the microphone.

Please, do the following to consent for apps to use the microphone:

 

1) Select System Preferences from the Apple menu.
2) Click the icon labeled Security & Privacy.
3) Click the Privacy tab at the top.
4) In the left-hand column, click on either Camera or Microphone to manage app permissions. 5) Tick the boxes next to apps for which you’d like to grant access to the mic or cam.

 

• PACE delayed startup (Windows 7-8-10)

 

POPUP MESSAGE:Software Component Unavailable: A background component required for iLok License Manager seems to be unavailable. If rebooting does not fix this issue, please visit and download and run the latest License Support installer”.

 

There seems to be another service (that is slow to get started) that ILM waits for. If ILM doesn't get the needed service in time it doesn't run and you get VST authorization errors.

 

To check for this problem go to Administrative Tools/Services/ and see if "Pace License Services" status is "running". If not running then that is the problem.

 

The quick fix is to double click or right click and select Properties then change "Startup Type" from "Automatic" to "Automatic (Delayed Startup)". This causes the PACE service to wait a while before running.

DAW Issues

PRO TOOLS (9, 10, 11, 12 & 2018+)

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

Please, rescan your plugins in Pro Tools by deleting its preferences.

 

OSX - Pro Tools (11, 12, 2018+)

 

  • Close Pro Tools and launch Finder.
  • Click Go and select Go to Folder...
  • Enter ~/Library/Preferences/Avid and click Go.
  • Delete the Pro Tools folder.
  • Restart your computer and launch Pro Tools.

OSX - Pro Tools (9 & 10)

 

  • Close Pro Tools and launch Finder.
  • Click Go and select Go to Folder...
  • Enter ~/Library/Preferences and click Go.
  • Delete the following files in this Preferences folder:

com.digidesign.ProTools.plist
com.digidesign.ProTools.plist.lockfile o DAE Prefs
DigiSetup.OSX
Pro Tools Prefs

• Restart your computer and launch Pro Tools.

 

Windows Pro Tools (10, 11, 12 & 2018+)

 

• Navigate to:
Pro Tools 10: Program Files (x86)\Avid\Pro Tools\DAE\DAE Prefs
Pro Tools 11 and above: \Users\<username>\AppData\Roaming\Avid\Pro Tools

 

• Delete the file:
Pro Tools 10: Installed plug-ins
Pro Tools 11 and above: InstalledAAXPlugins

 

  • Re-open Pro Tools.

 

PRO TOOLS FIRST

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

 

Third-party plug-ins are not supported to run on Pro Tools First. Only plug-ins available from the Market Place which is within Pro Tools First.

 

PRESONUS STUDIO ONE (3 & 4)

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

 

Please set Studio One to read that folder and rescan your plugins. In Studio One is called "Delete Blacklist and rescan".

 

Our plugin can also be installed in Program Files/VST Plugins.

If you have tried every path, be sure you have also clicked the button to RESET BLACKLIST.

 

Since the authorization went wrong in the first place, Studio One might have blacklisted it. These are the steps for plugin Rescan:

 

1) Launch Studio One (Windows users: right click > Run as administrator).
2) Go to Studio One > Options (PC) / Preferences (Mac) > Locations > VST Plug-Ins tab, and make sure the following paths are listed (if they are not, add them).
3) Check-mark Scan at startup.

 

REAPER

 

  • ISSUE #1: After the setup and activation process, the plugin doesn’t appear in my DAW.

Are you sure the location of the plugin is correct and that Reaper is reading the right folder?

 

Then, open Reaper, go to PreferencesVST, and click "CLEAR CACHE AND RESCAN".

 

If this doesn’t solve the problem, try to disabling your antivirus or allowing iLok License Manager communications.

  • ISSUE #2: It opens in Reaper but doesn’t seem to be getting any input.

There are many input monitoring modes in Reaper (ON-OFF-AUTO). Test it in AUTO mode.

 

CUBASE (6, 7, 8, 9 & 10)

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

Since the authorization went wrong in the first place, Cubase might have blacklisted it. Try rescanning your plugins within Cubase after that at Plug-In Manager.

 

Please be sure the plugin is installed on the right folder and that Cubase is reading that folder (or create a new custom path), and then rescan the plugins again.

ABLETON LIVE

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

Please be sure Ableton has activated the button for "Use VST Plug-in System Folder" and "Use VST Plug-in Custom Folder" if you have one.

 

Then hold the ALT key and click RESCAN (Preferences - File Folder - And Hit "Rescan" by pressing also the ALT key while clicking).

 

REASON

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

In Reason 10, missing plugins can be scanned in by adding the plugin path associated with the plugin installation.

If this doesn't solve the problem, please try to create a custom path location.

FL STUDIO

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

In Reason, missing plugins can be scanned in by adding the plugin path associated with the plugin installation.

 

Note: On Windows, our plugins are installed to C:\Program Files\Vstplugins by default.

Unless you set the File Settings > Manage plugins > Verify plugins switch, FL Studio will perform a 'fast scan'.

 

We recommend 'Find plugins' (with 'Verify plugins' ticked) to perform a complete scan that categorizes plugins as generators (instruments) or effects. FL Studio will add scanned plugins to the pop-up lists that appear when you use the Channel Rack > Menu > Add one optionChannel Rack + button, Main menu > Add option and Plugin database.

LOGIC PRO X

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

 

Please go to Plugin Manager in Logic and check the status of our plugin in that list. When you find it, please click RESCAN.

 

Notice that Logic uses Audio Unit format which is ".component". Be sure your plugin is installed in the right folder: HD - Library - Audio - Plugins - Components. If it was not there, do the previous step again.

 

If this doesn't solve the problem, try a clean install of the plugin following these steps:

  • In Logic Pro X, go to "Preferences" > Plug-In Manager > Manufacturer > Neural DSP, and uncheck the box "use”.
  • Reach this location in your Mac: HD > Library > Audio > Plug-Ins > Components, and delete the component file.
  • Download the installer from here: https://files.neuraldsp.com/ and run it.
  • Restart Logic Pro X.

GARAGEBAND

ISSUE: After setup and activation process, the plugin doesn’t appear in my DAW.

 

1) Please make sure you have the latest version of iLok License Manager installed on your computer.
2) After that please allow GarageBand to use 3rd party AU, ticking the option from preferences.

 

If it still doesn't show up, please generate a plugin rescan in GarageBand by following these steps:

 

Trash Audio Units Preferences

 

1) First, open Finder, hold the Option key, click on the Go menu and select Library.
2) Then navigate to User Library > Preferences and delete the file com.apple.audio.InfoHelper.plist.
3) Next, navigate to User Library > Caches > AudioUnitCache and delete any of the following files:

 

com.apple.audiounits.cache com.apple.audiounits.sandboxed.cache

 

Then, launch GarageBand.

Other Issues

• Latency, stuttering, and crackling noises (Standalone & Plugin)

ISSUE: “The output signal is popping and has a lot of latency”.

Within standalone, please go to AUDIO SETUP at the top left corner of the plugin. Make sure you selected the correct audio driver. You can modify the buffer size to improve your latency time.

 

Indeed, our products demand a lot of CPU power (multicore recommended) and RAM (4GB or more). We recommend trying it with different buffer sizes.

 

If you record with a 10ms buffer size, you are stressing too much your audio interface... also, the amount of RAM produces bottleneck performance.

 

Did you try to increase the buffer size to 128ms or 256ms?

 

Also, in your DAW go to audio settings to bring up the control software for the audio Interface (or whatever input device you are using), and reduce/increase the buffer size.

 

For example: Right now you're at 1024ms... 512ms should reduce the latency to around 11/12 ms, 256 to around 6ms. If you get any stuttering or crackling, you'll need to increase the buffer size.

 

Also, check the oversampling switch within the plugin. Try to record with NORMAL configuration and bounce with HIGH oversampling settings.

• Stereo Switch doesn’t work (Plugin)

ISSUE: I put the plugin on a bus and send one guitar to the left channel and another to the right channel and the plugin still sounded mono”.

Make sure that the panning knobs at the cab section aren't at the center. Please, move them to full L and R.

 

• Humming and Ground Noise (Standalone & Plugin)

A practical solution would be to:

1) Check the ground connection of your guitar, this is extremely important. It can reduce your noise a lot! Good pickups too!
2) Use a short and good quality guitar/instrument cable.
3) Be sure your screen is not causing the extra noise, by interfering with your pickups. Take the guitar to face a different direction and check.
4) Borrow or buy a DI box, so you can go with a Balanced signal into your interface, this will for sure reduce the noise too.

5) Use MONO input configuration.
 
Please, make sure the input configuration is set to MONO. Maybe, If it is a stereo input, there is a chance the second channel is introducing noise.
Make sure your bit depth and buffer are correct in your audio settings.

The model has a LOT OF GAIN, especially with the overdrive pedal ON. It will get very noisy with too much boost since your noise floor is raised.
Also, spread the mics towards the corners of the speakers will reduce high frequencies, like a low shelf pass filter. "Ribbon 160" and "Dynamic 906" are great mics to get warmer tones.

I bought plug-ins through your site. Where are my licenses?

When you make a purchase through our site, we will send you an Order Confirmation email with your activation code and a link to download your software installers. In case of any issue, please contact our sales team at [email protected]

 

After installing our software and opening your DAW, the registration pop up window will guide you through the steps and it will ask your Activation code and iLok Username and Password. If you don’t have one please create an account on iLok.com.

 

You can administer your licenses through the iLok License Manager application.

What is your Refund Policy?

All software download purchases made on our website are non-refundable. If Your downloaded content is corrupted for reasons, out of the control of Neural DSP Technologies, You may download it again at no additional charge and if the link is deactivated we will reactivate the link for You.

 

If you are having any problem with our product(s), a file, installation, or have any other questions, please contact support via email at [email protected] and we will do our best to resolve the issue.

 

If we are unable to solve your issue and there is no possible way for you to utilize our software(s), we may issue a refund at our own discretion and only after all exhaustive measures have been taken by our support and development teams (where applicable), and only after you can successfully prove occurrence in repro case(s) where broken functionality. Please note that if you are having any problem with our product(s), you should contact us within five (5) working days after your purchase. Any claim after that time will not be admissible for a refund request.

 

For more information, please contact [email protected]

Do you guys offer any deals for artists?

If you feel that you, your band or your project can collaborate with us and help us spread the word of Neural DSP, send us an email to [email protected] Tell us who you are and provide us with all your social media info and websites.

We are excited to hear from you and our artists’ team will look into it and get you a reply!

Do you offer academic discounts?

Unfortunately, at this time, we do not offer any student or academic discounts.

My download attempts ran out or I cannot find my license, what do I do?

Send us an Email to [email protected] and explain your situation, include your order number. Someone from support will reset your order and send you a confirmation email with all the details.

Where are my past orders?

As you might have noticed, our online store changed on June 26th, 2019.

Some orders prior to June 26th, 2019 might not appear in your customer area. This is due to a known issue with the migration from the previous shopping system.
You’ll still be able to login into your account using the same credentials as before. In fact, you will notice some very cool new features in your customer area.

If you still need support for an older order that is not under your user profile, you may continue to contact our sales team at [email protected] and we will assist you right away!

We thank you for your understanding and support in our intention of making a better shopping experience for you!

How do I contact NeuralDSP?

If the answer to your question is not in our FAQ, please contact our support team via chat or by email at [email protected]

 

In case of inquiries regarding purchases in our store, please contact our sales team by email at [email protected]

 

We will contact you as soon as we can! We are very dedicated to delivering quality to our customers and we understand your urgency. Please be patient if we don’t come back to you right away.