SUPPORT

FAQ

Neural DSP Free Demo Instructions

To try Neural DSP products please create an iLok account first. Accounts are free and iLok USB keys are NOT required.

Instructions:

  1. Visit our website and go to products. Click Try Demo and fill out the necessary forms to create you an account. Please use a valid email address to register, otherwise, you won´t be able to receive the confirmation email nor the download link.
  2. Once completed, check your email and follow the link to the download page.
  3. Download the Darkglass Ultra plugin installer for your computer.
  4. Go to iLok.com and create an account.
  5. Download and Install iLok License Manager.
  6. Run the “Darkglass Ultra Plugin” installer.
  7. Open your DAW (Digital Audio Workstation)
  8. Click “Activate” in the NeuralDSP Activation Window and enter the serial number we provided to your email. (Also available in your account tab).
  9. Enter your iLok account details.*
  10. Deposit your license in your computer or an iLok USB key.
  11. Try for 14 days!

*How to create a free iLok account:

  1. Visit iLok.com
  2. Click “Create Free Account”
  3.  Fill out necessary data and submit
  4. Go to your email inbox to confirm your new iLok account

Getting Started with Neural DSP

Step 1: Installation

After the purchase or demo download, you will receive an email from us with a serial number (activation code) and a link that redirects you to your Neural DSP account. Please log in and download the software you have purchased. If you already own an account, just log into Neural DSP.com/account and download the installer.

Run the corresponding installer MAC or Windows, and proceed to follow the instructions.

Step 2: Activation

After the install, you can open your DAW (Pro Tools, Logic, Ableton Live, etc.) and follow the activation prompt that will pop up. Click Activate and enter your serial number which was provided by email or found in your Neural DSP account on our website. Next, insert your iLok username and password to complete the activation process. Deposit your license rather in your computer or in your iLok USB Key.

 

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.

 

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 gus@neuraldsp.com. 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!

 

How many computers can I use my license(s) on?

Individual Licenses:

Neural DSP licenses are intended for personal use, in which three simultaneous activations per user are allowed.

If you own 3 computers, you can activate your license in them or in 3 iLok USB keys. All combinations between them but maximum number is three.

If you need to activate a license on a fourth computer, you can administer your licenses through iLok License Manager app. First, deactivate the license on an active computer and then activate it on your fourth computer. You can move licenses with the app, or carry them with you in an iLok USB Key.

If you need to use simultaneous devices, please purchase another license.

 

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

Send us an Email to support@neuraldsp.com 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.

 

How do I contact NeuralDSP?

If the answer to your question is not in our FAQ, please contact our support team at
support@neuraldsp.com

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.

 

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 support@neuraldsp.com 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.

 

“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.

 

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

When you make a purchase through our site, we send you your serial number or activation code and a link to complete your account registration on our website. Here you can download your software installers and also see your serial number again.

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.

 

Do I need to reinstall “Neural DSP – Darkglass Plugins” if I installed Demo Version and then purchased?

No. 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 this steps.

  1. Open the iLok License Manager and log-in with your iLok Account.
  2. If you have an iLok, make sure it is plugged into a USB port on your computer, and that it shows in the Side Bar on the left within the ILok License Manager.
  3. 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).

 Activation Instructions

  1. Download the Neural DSP – Darkglass Ultra installer from your Neural DSP account.
  2. Run the installer on your computer.
  3. Open your host application (Pro Tools, Logic, etc.), which will scan your plug-ins and prompt you with an activation window.
  4. Press Activate
  5. Insert your Serial Number
  6. Type in your iLok account user ID and password and follow the steps to complete the activation.
  7. Choose where to deposit your license.

Make some music!

Notes:
– You will need to have the iLok License Manager installed on your computer.
– iLok USB keys are optional for all Neural DSP products.
– You can also use the iLok License Manager application to manage Neural DSP licenses.

 

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.

 

What is an iLok USB key?

It is a USB Key that can hold and port your Neural DSP licenses. Either the iLok 2 or 3 will work for our products. iLok USB keys are optional since you can deposit licenses on your computer.

 

Where can I get an iLok USB key?

Directly from iLok.com or from one of the many iLok dealers.

 

Can I run Neural DSP Software without an iLok USB key?

Yes. All of our products (currently only one available, more to come!) can be activated to your computer and/or iLok USB key.

 

How do I use Neural DSP Software on an offline computer?

Installation:

Use an online computer to download the Darkglass Ultra installer from your Neural account, along with the latest version of the iLok License Manager software installer.
Transfer those installers to your offline computer with an external storage device (ex. flash drive, hard drive). Run the installers on the offline computer to complete the installation.

License activation:

Deposit your license in an iLok USB key and plug it into your offline computer.

 

Where do I find the installers?

You can download your plug-ins from your Neural DSP account.

Your account will display the installers and serial numbers for all of the Neural DSP products you have purchased.

 

Neural DSP Darkglass Ultra Plugins Compatibility

Officially Supported Hosts

Neural DSP – Darkglass Ultra Plugins come with 32-bit and 64-bit VST, AU, and AAX Native plug-in formats. Here is a list of all of the DAWs (Digital Audio Workstations) that we currently support:

Pro Tools 11 – 2018 (Mac & PC: AAX Native)
Logic Pro 9 & X (Mac: AudioUnits)
Cubase 9 (Mac & PC: VST)
Ableton Live 9.X – 10.X (Mac: AudioUnits & VST; Windows: VST)
Reaper 5.x: Mac: AU & VST; Windows: 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 us to support@neuraldsp.com, but we can’t guarantee a solution to your problem.

Officially Supported Operating Systems
Windows 7, 8, 10
OS X Mountain Lion (10.8.5) – macOS High Sierra (10.13)*

Note about DAW/Computer Support

Please check first that your operating system supports the version of your DAW.

 

Where is everything installed to?

Windows:

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ Darkglass Ultra
64-bit VST: C:\ Program Files \ VSTPlugins \ Darkglass Ultra
32-bit AAX: C:\ Program Files(x86) \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra
64-bit AAX: C:\ Program Files \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra
Manual: C:\Program Files\Neural DSP\ Darkglass Ultra Manual

Mac:

AudioUnits: Macintosh HD / Library / Audio / Plug-ins / Components / Darkglass Ultra
VST: Macintosh HD / Library / Audio / Plug-ins / VST / Darkglass Ultra
AAX: Macintosh HD / Library / Application Support / Avid / Audio / Plug-ins / Darkglass Ultra
Manual: Macintosh HD / Library / Application Support / Neural DSP / Darkglass Ultra Manual

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

 

How do I uninstall?

UNINSTALL

Windows:

Manually delete these files:

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ Darkglass Ultra
64-bit VST: C:\ Program Files \ VSTPlugins \ Darkglass Ultra
32-bit AAX: C:\ Program Files(x86) \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra
64-bit AAX: C:\ Program Files \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra
Manual: C:\Program Files\Neural DSP\ Darkglass Ultra Manual

MAC:

Delete these files in the respective folders:
AudioUnits: Macintosh HD / Library / Audio / Plug-ins / Components / Darkglass Ultra
VST: Macintosh HD / Library / Audio / Plug-ins / VST / Darkglass Ultra
AAX: Macintosh HD / Library / Application Support / Avid / Audio / Plug-ins / Darkglass Ultra
Manual: Macintosh HD / Library / Application Support / Neural DSP / Darkglass Ultra Manual

 

What about other plugin formats?

We will develop more formats as soon as we can! Please let us know to support@neuraldsp.com which one you need so we can prioritize what to develop first.

 

What if I try to use an “unsupported” DAW?

Our plugins might work, but we are not able to give official tech support. We will try to give you an answer as soon as possible, but we have to limit the number of versions we support. Please try our Demo first to check your compatibility!

 

Basic Neural DSP Troubleshooting

Having issues with our software? Try this fixes!

Uninstall / Reinstall
Purpose: Repair broken permissions, fix corrupted files, and remove old versions of our software

Steps:
1) Close out of all host software (Pro Tools, Logic, Cubase, etc.)
2) Uninstall your plug-ins
3) Open up your host software and ensure that the plug-ins no longer show up in the inserts list. If the plug-ins are still present, locate the files on your computer and remove them manually. Once they no longer show up in your DAW (after restarting it), move on to step 4.
4) Close out of all host software
5) Download the latest iLok License Manager application from iLok.com, install it, run it and login with your iLok credentials.
6) Log into NeuralDSP.com and download the latest installers for your plug-ins.
7) Run those installers and fire up your host program
8) To confirm, ensure that your host program is reading the latest version of our software.

iLok synchronization
Purpose: fix iLok-related errors
If you receive a message telling you to activate your licenses again, follow these steps.

Fix iLok connectivity
If your iLok cannot connect to your computer, try plugging it in through a powered USB 2.0 hub – this will increase the likelihood that the iLok will connect to the computer. Once it is synched, it should be able to be plugged back into the computer’s USB port for use.

Repair your computer’s hard-drive
Purpose: Repair permissions on your computer.
Instructions: Mac & Windows

Run your host software as an administrator (Windows-only)
Purpose: This can fix a variety of issues that result in crashing or error messages on Windows DAWs that are loading our plug-ins for the first time.
Steps:
1) Close out of your host program (Pro Tools, Cubase, etc.)
2) Right-click on the icon for that host program and select “Run as an Administrator.” You will only have to do this one time, meaning you can open up the host program normally the next time. If you still get crashes or error messages, please write to our support team.

 

How to find my plugin in REAPER?

If cannot find your Neural DSP plugins in REAPER, follow these steps in order to make the plugins available.

First, download and install the latest version of iLok License Manager from iLok.com. After install, open it and login with your iLok credentials. If you don’t have an iLok account, please create an account for free in iLok.com.

Second, check if the plugin is installed on your computer in the default folder.

File Locations: MAC
VST: Macintosh HD / Library / Audio / Plug-ins / VST / Darkglass Ultra

Note: The plug-in files are “Universal Binaries, which means that 32-bit and 64-bit plug-ins are included in the same file / Location.

File Locations: Windows
32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ Darkglass Ultra
64-bit VST: C:\ Program Files \ VSTPlugins \ Darkglass Ultra

If you don’t find the respective files please reinstall your Neural DSP Product. If the relevant plugin files are in the above folder, perform a rescan:

In REAPER, press [Ctrl] + P (Windows) / [Cmd] + [,] (Mac) to access Preferences.

Go to Plug-ins > VST.

Under “VST Plugin Path,” make sure that the following path is listed (if not, add it):

Windows:

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

Mac:

System HD > Library > Audio > Plugins > VST

Click on Clear Cache/Re-Scan. Create a new session with a supported sample rate, add a track and load your Neural DSP plugins. If the pop-up window tells you to activate please press “activate” button and insert rather your Demo serial or your Full license serial code.

 

How to find my plugin in Pro Tools?

If you cannot find your Neural DSP plugins in Pro Tools, follow these steps in order to make the plugins available.

First, download and install the latest version of iLok License Manager from iLok.com. After install, open it and login with your iLok credentials. If you don’t have an iLok account, please create an account for free in iLok.com.

Second, check if the plugin is installed on your computer in the default folder.

VST: Macintosh HD / Library / Audio / Plug-ins / VST / Darkglass Ultra
AAX: Macintosh HD / Library / Application Support / Avid / Audio / Plug-ins /Darkglass Ultra
Note: The plug-in files are “Universal Binaries, which means that 32-bit and 64-bit plug-ins are included in the same file/ Location.

File Locations: Windows
32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ Darkglass Ultra
64-bit VST: C:\ Program Files \ VSTPlugins \ Darkglass Ultra
32-bit AAX: C:\ Program Files(x86) \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra
64-bit AAX: C:\ Program Files \ Common Files \ Avid \ Audio \ Plug-Ins \ Darkglass Ultra

If you don’t find the respective files please reinstall your Neural DSP Product. If the relevant plugin files are in the above folder, perform a rescan:

To do a Rescan you need to delete certain files on your computer depending on your Pro Tools version. Please follow the official Avid website to do this.

 

Stay updated

Join our Newsletter