Support

FREQUENTLY ASKED QUESTIONS

Product stuck on loading, showing a coffee cup, maxing to 100%, or taking a very long time to load!

Your presets are not installed in the expected location.

please locate the product’s presets folder inside the product folder and copy it to the following folder(s):

[Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8
[Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8

If problem persist, please verify if you are using a cloud folder: [Windows] OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive or iCloud Drive location.

My Instrument presets are missing!

If for some reason one of our full Kontakt libraries will not load properly, or is missing presets, please find the product’s presets folder located inside the product library folder and copy it to the following folder(s):

[Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8
[Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8

If you cannot find those locations, or they do not resolve your issue, please verify if you are using a cloud folder: [Windows] OneDrive, or [Mac] iCloud Drive. If you are, you will need to copy the presets to the OneDrive location or iCloud Drive location.

Kontakt is freezing and not responding during initial launch of your product.

This is not a normal behavior and can be resolved. Try the steps below.

Please make sure that the product presets have been installed into the correct Kontakt folder. The correct folder may be located in OneDrive or iCloud Drive. *see locations below
Disable antivirus and or malware software scanning. Windows Defender will cause extremely long load times.
Batch resave the product using Kontakt’s batch resave function from the save menu.
Your installation or download is corrupt. Download and install again.

[Mac] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8
[Windows] Boot Drive/Users/Your User Name/Documents/Native Instruments/Kontakt 5, Kontakt (6), 7 or 8

Why is my product taking forever to load, but once it does, it works fine?

This is usually related to antivirus or malware scanning and can be improved. Try the steps below.

Disable antivirus and or malware software scanning. Windows Defender will cause extremely long load times.
Please make sure that the product presets have been installed into the correct Kontakt folder.
Batch resave the product using Kontakt’s batch resave function from the save menu.
Your installation or download is corrupt. Download and install again.

What’s the difference between Kontakt Player and Kontakt?

Kontakt Player is a free sampler plugin, which will only load “Powered by Kontakt” libraries designed for Kontakt Player.

Kontakt (full paid version) is Native Instruments’ exclusive software sampler. It will load all Kontakt libraries, including non-player libraries which do not work in the free Kontakt Player. The retail version of kontakt also provides users the added benefit of unlocking the instrument to “go under the hood” and tweak, which Kontakt Player users cannot do.

Why can’t I activate my new product in Native Access?

You purchased a full Kontakt retail (non-player) library that does not require activation.
You purchased one of our UltraEngine products, Animation Station, or Realms.

I’m having trouble activating a Kontakt library. What do I do?

Determine which version of Kontakt is required…

Make sure the product you purchased is a Kontakt Player library which comes with a Native Instruments formatted serial number, example: 12345-12345-12345-12345-12345. You must then use the free Native Access software from Native Instruments to activate.
If your product does not include a Native Instruments formatted serial, then it is a non-player library and will not use Native Access. You may load the .NKI directly with no need for activation.

Why is my product loading up in DEMO mode?

If you are seeing DEMO mode displayed in Kontakt, you are loading one of our non-player libraries in Kontakt Player. These libraries require the full paid version of Kontakt. If you do own the full version of Kontakt, then make sure you are loading the full version in your DAW and not the Player version. You may need to update your plugin version. To confirm try loading in Standalone Kontakt.

I’m receiving an invalid path warning from Native Access with trying to activate. What do I do?

Make sure to point Native Access to the actual library folder, not the download folder. Example: point to “ARPOLOGY”, not the “ARPOLOGY – Sample Logic folder”.

Multis are loading up with missing graphic elements. What do I do?

Please follow the steps below to resolve this issue:

Navigate to the product’s samples folder. There you will find a folder named “Move contents to Kontakt pictures folder”.
Open this folder and select all of the contents inside it.
Copy the selected files (all files) to the following location(s):

For Kontakt 5:
[Windows] C:\Program Files\Common Files\Native Instruments\Kontakt 5\pictures
[MAC] Macintosh HD/Library/Application Support/Native Instruments/Kontakt 5/pictures

For Kontakt 6: (You may need to create a new folder called “pictures” if one does not already exist.)
Windows: C:\Program Files\Common Files\Native Instruments\Kontakt 6\pictures
MAC: Macintosh HD/Library/Application Support/Native Instruments/Kontakt 6/pictures

For Kontakt 7: (You may need to create a new folder called “pictures” if one does not already exist.)
Windows: C:\Program Files\Common Files\Native Instruments\Kontakt 7\pictures
MAC: Macintosh HD/Library/Application Support/Native Instruments/Kontakt 7/pictures

For Kontakt 8: (You may need to create a new folder called “pictures” if one does not already exist.)
Windows: C:\Program Files\Common Files\Native Instruments\Kontakt 8\pictures
MAC: Macintosh HD/Library/Application Support/Native Instruments/Kontakt 8/pictures

Can I copy a library to another computer?

The best way to do this is to use the Pulse Downloader and follow the instructions in the purchase email.

Do all of your products work with Kontakt or Kontakt Player?

Not all of our products are made for Kontakt. We have several different product lines under different engines listed below: Please note that each product type below uses a different download and activation system.

Virtual Instruments

Kontakt Player (free engine from NI)
Kontakt (full paid version from NI)
ULTRA products use the UltraEngine (Sample Logic exclusive)
Ableton Live Packs (requires Live)
- Acoustix, Tronix, Rhythomatix and Metalix require that you own a retail copy of Ableton Live 8 or higher.

Audio/MIDI plugins

Realms (audio plugin)
Animation Station (MIDI effect)

Are your products licenses free?

By purchasing our libraries you are purchasing a license to freely use the instruments and sounds in any way shape or form, provided you meet the few limiting terms in our license agreement. For more information, please review our License Agreement.

Do you offer any educational (University / Student) discount?

Yes, we offer a 10% student and faculty discount, and also offer great discounts to companies interested in licensing multiple copies of a product. Please contact us for more details.

Can I delete the .rar or .sla files once installed?

CAN I DELETE MY .RAR or .SLA FILES?

Yes, once you have completely finished downloading the product, have successfully installed and activated (when applicable), you may delete any .rar or .sla parts that you downloaded.

DOWNLOAD ISSUES

CONDUCT installer app just sits there and doesn’t download anything!

Make sure all virus managers, malware protection and firewalls are disabled before downloading (some can silently block download and extraction).
Disable or exclude CONDUCT from malware scanning software such as Windows Defender then try again.
Please try downloading to your local drive, not to an external. Pause the download, use the dropdown on the product and choose “move”, then move it to a local file destination e.g. My Documents, then hit the reset button on that dropdown.
If it still hangs, or crashes, please move the archive files and then press shift and click “Reset” for a different location (best location is Desktop or Home folder for this solution). Downloading to an external drive will not work.
Make sure you have enough free space on your main drive.

Please download the latest CONDUCT installer app here:
https://continuata.com/download-app

CONDUCT installer seems to be downloading the files fine, but crashes when trying to extract some files.

First, makes sure you are using the latest CONDUCT installer app and see if that resolves your issue. If not, check all virus managers, malware protection and firewalls and make sure they are not interfering.

If that doesn’t work, then: go to the settings (gear icon upper-right) and choose “Download Only”, then hit Download again in CONDUCT. When it’s finished downloading, go back into settings and change to “Download & Install”, then exit the settings and whilst holding down the shift key press the red Reset button and choose the same folder as previous (it will pick up the files and install them).

Please download the latest CONDUCT installer app here:
https://continuata.com/download-app

I can’t load my instrument into Kontakt, or Kontakt says samples are missing.

Make sure the downloader finishes installing, before loading in Kontakt. The Pulse app should say “Open” or CONDUCT should say “Installed 100%”. If not, you will need to Re-install or “Reset” the download. When completed, the extracted folder will be a single folder containing the product.

When using CONDUCT, part way through extracting a file, the downloader gets stuck and just sits there.

Check that you haven’t run out of disk space on your drive.
Make sure you are using our new downloader CONDUCT if you are not already.
Malware software can be the culprit, such as Windows Defender.
Please try downloading to your local drive, not to an external. Pause the download, use the dropdown on the product and choose “move”, then move it to a local file destination e.g. My Documents, then hit the reset button on that dropdown.
Download our old Connect installer and see if that works.

Please download the CONDUCT installer app here:
https://continuata.com/download-app

I want to change the download location (e.g. running out of space).

PULSE: Click on the product icon and then click relocate to choose a new target folder.

CONDUCT: Click the gear icon and choose a new target folder. Then go to the product options (three dots) to reset the download. There you can access additional download settings for your download.

I paused and resumed CONDUCT near to the end of downloading an archive file and now it’s corrupt.

The CONDUCT downloader should be able to fix this automatically by re-downloading it when it hits the problem during extraction, but if your network keeps disconnecting, the downloader could have to re-download a file a few times before it gets it corrected.

Can I extract / un-pack the .rar files myself, or must I let the installer app to extract them?

No. You must let the installer app extract the .rar files automatically, or else the files will not install properly.

How can I change my download location and start all over with my download?

PULSE: Click on the product icon and then click relocate to choose a new target folder.

INSTALLATION

We use several different methods for installation depending on the product you have purchased. Kontakt libraries will either install via the PULSE app, CONDUCT, or directly through a private link. Our ULTRA products, Animation Station, and Realms install via their own custom installer.

CONTACT US

We would love to hear from you! Please fill out this form and we will get in touch with you shortly.
Before contacting us check to see if we can solve the problem here!