Frequently Asked Questions
I can't find my serial number(s). What should I do now?

You can retrieve your serial numbers at any time from our support page:

www.u-he.com/cms/uhesupport

If you have already set up an account, log in and click on the required product. Otherwise select "I just want to know my serial numbers (login not required)" and follow further instructions.

In any case, please use the same email address that you used to buy the license. Let us know if you wish to have it changed to a more recent one.

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I can't log into my u-he account. What should I do now?

The most common reason for this is that you haven't created an account at u-he yet! The account created when you purchased our software is with ShareIt, our reseller. The optional account on our website is something different, it makes support easier and faster.

If you're sure you don't have a u-he account yet, go here:

www.u-he.com/cms/registration

When the email you use for the new account matches the email of your previous purchases, you will have immediate access to all your serial numbers. If not, we need to unlock them for you (ask at www.u-he.com/cms/uhesupport). Don't worry, we will never forget your serial numbers!

Of course it's also very easy to mistype…

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How do I solve File Permission issues on Windows?

By default, u-he installers will copy the VST2 .dll files and resources (Zebra2.data, ACE.data, etc.) into the "Vstplugins" folder. Most people have this directory somewhere under C:\Program Files\. Since Windows Vista, Microsoft decided to write-protect this directory - which means that plugins can't save preferences, registration codes or presets in there, even crashes are possible.

To work around this, you can move the u-he .data folders to another location that has less restrictive access permissions, we suggest a path somewhere inside your Windows user directory. Should you have several u-he plugins installed, it might be convenient to create a collective folder into which you move all your .data folders, maybe C:\Users\YourUserName\u-he Data\.

The following instructions explain the process with Zebra2, but they work just the same for any other u-he plugin, just substitute "Zebra2" with your plugin's name.

  • 1) Locate the plugin directory that contains the 32-bit Zebra2.dll and a folder called "Zebra2.data"
  • 2) Move the Zebra2.data folder into -for example-
    C:\Users\(your name)\u-he Data\
  • 3) Right-click Zebra2.data in its new location and create a shortcut / symbolic link
  • 4) Move the newly created shortcut back into the Vstplugins directory that contains Zebra2.dll
  • 5) The shortcut will be called something like "Zebra2.data shortcut", so rename it to "Zebra2.data"

The above instructions focus on the 32-bit VST2 .dll, but by default, a Windows u-he plugin will also be installed as 64-bit VST2 .dll and as 32/64-bit VST3 and AAX.
If the 64-bit VST2 .dll is in the same folder as the 32-bit VST2 .dll, then it will require no more attention. However, should you have the 64-bit VST2 .dll in another folder, then you should check that it's (already existing) Zebra2.data shortcut still works. If it doesn't, please delete the shortcut and repeat steps 3-5 of the instructions above for the 64-bit VST2 .dll.


VST3 and AAX plugins have to be installed into special folders that are required by the plugin formats, they should already contain Zebra2.data shortcuts that you will also need to check and, if necessary, replace. You can find the VST3 and AAX plugin files here:

C:\Program Files\Common Files\Avid\Audio\Plug-Ins\
C:\Program Files (x86)\Common Files\Avid\Audio\Plug-Ins\
C:\Program Files\Common Files\VST3\
C:\Program Files (x86)\Common Files\VST3\


Once the original Zebra2.data folder is moved and all the necessary shortcuts are created, updated and/or replaced, Zebra2 will now follow the shortcuts when looking for its resources, hopefully without any further permission problems.

Notes:

  • do not keep an extra Zebra2.data folder in Vstplugins - only keep the Zebra2.data shortcut!
  • if you get a "demo expired" message despite having entered the code, delete Zebra2.data/Support/com.u-he.Zebra2.user.txt, then restart your host software. If the problem persists, you still have a com.u-he.Zebra2.user.txt somewhere on your hard drive (so find it, remove, and restart your host application). Once the "demo expired" message is gone, enter your registration codes.
  • if you still have a folder C:\Program Files\u-he\Zebra2\ then please rename it to "Zebra2backup" or similar.


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Why does installation fail on MacOS X 10.5 Leopard?

This is a problem with Mac OS 10.5 aka Leopard. It can't handle the digital signature that 10.8 requires us to include.

The workaround is to use "Pacifist" to unpack the installer. This will require a bit of manual work though... here are the instructions (alternatively, read all about it in our support forum)

  • 1. Download Pacifist here: http://www.charlessoft.com/
  • 2. Open the DivaInstaller.pkg with it
  • 3. Expand all "Contents of..." entries

Now we're set up. Those files need to go in the following locations:

  • Diva.vst3 -> /Library/Audio/Plug-Ins/VST3
  • Diva.vst -> /Library/Audio/Plug-Ins/VST/u-he
  • Diva.component -> /Library/Audio/Plug-Ins/Components
  • Images -> /Library/Application Support/u-he/Diva
  • Scripts -> /Library/Application Support/u-he/Diva
  • Diva readme, Diva use guide, license and preset contributors aren't important.

Sorry, there's no easier way at the moment - it's on our radar though!

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Why is my u-he plugin crackling / playing random notes?

An intermittent crackling sound is the demo limitation in all our plugins except Zebra (which starts playing quasi-random notes after about 2 minutes).

You need to enter your serial number:

  • Open an instance of the plug-in
  • Right-click on the plug-in's data display, select "Enter serial number…"
  • Enter your serial number very carefully, or copy/paste
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Does u-he have special offers / discounts?

Sorry, we don't offer any discounts – the value of our products doesn't change according to customer status, our prices remain the same for all customers. People on a limited budget can always use our freeware synths (TyrellN6, Podolski, Zebralette, TripleCheese).

If you are particularly interested in Zebra2, however, you can get 50 bucks off by using our "Dinosaur Crossgrade":

www.u-he.com/cms/zebra2-dinosaur-crossgrade

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How many factory presets are there?

The following numbers are approximate, but are likely to grow

ACE: 800
Diva: 1400
FilterscapeVA: 800
MFM2: 400
Uhbik: 40 to 50 per model
Zebra2: 450
Zebralette: 320

Of course you can download thousands more from PatchLib:
www.u-he.com/PatchLib

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Where can I find more u-he presets?

You will find thousands of extra sounds for u-he products at "PatchLib":

www.u-he.com/PatchLib

Very few of the sound-sets are commercial (i.e. payware), most of them are free!

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Where do I put those extra presets I just downloaded?

To be recognized, they need to go where all the factory presets are. Open an instance of any u-he plug-in, go to the patch browser, right-click on the "Local" folder and select the entry "Reveal in...".

Windows Explorer / Apple Finder will open with the local folders of all your u-he products. Open the one you want and create a new folder - put your new patches in there! Then go back to the plugin, right-click in the browser again, and select "Refresh".

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A certain knob automatically resets itself. How do I fix that?

The reason for this is usually an unwanted "MidiLearn".


This means the parameter in question was accidentally and probably unknowingly assigned to a MIDI encoder, and now is constantly reset to the MIDI encoder's value upon transport change or reset.


To un-assign any unwanted "MidiLearned" parameters, just right-click the offending knob and select "MidiUnLearn".


Tip: You can remove all "MidiLearned" controls at once by deleting the file in which these MIDI assignments are saved.


On OSX, you can find this file here:
~/Library/Application Support/u-he/com.u-he.[PLUG-IN NAME].midiassign.txt


On Windows, the location of this file depends on where you installed the plug-in. You can find it in the \Support\ sub-directory of the product's .data folder.


For example, if you installed the plug-in here:
C:\Plugins\u-he\PLUG-IN.dll
then the file with the MIDI assignments will be here:
C:\Plugins\u-he\PLUG-IN.data\Support\com.u-he.PLUG-IN.midiassign.txt

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Which u-he software will run in Pro Tools?

We are making significant progress with AAX support, installers for the latest public beta versions with AAX support for all of our products can be downloaded from our support forums at KVR.


Please note that these are still in beta stage, so it is advisable not to install and use them in the middle of working on a production.


We expect all our current plug-ins to run in ProTools 10.3.5 and later as AAX plugins within a few months.


ACE, Uhbik, Zebra2, Filterscape and MFM2 still have legacy RTAS versions available and will run in Pro Tools versions up until (and including) Pro Tools 10 on Mac/OSX. None of our RTAS plugins run in Pro Tools versions for Windows, and we will not be supporting ProTools 9 and earlier in the future.


Please note that the current installers for our products with legacy RTAS versions will by default NOT install the RTAS plugin, you need to manually select to install the RTAS plugin by clicking the "Customize" button in the installer after accepting the software licence agreement.


Until the arrival of our AAX versions, there are various workarounds you can try. For PC, we recommend using Vienna Ensemble Pro from version 5, and on Mac OSX you can use Soundflower/MainStage, as demonstrated in this video:
Click here to watch tutorial video
We've received numerous reports that using other more modern and specialised wrapper products like Blue Cat's MB-7 or PatchWork turned out to be successful.

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Where do I find the User "Library" folder? (Mac only)

Since OSX Lion, the ~/Library folder (MacHD/Users/(you)/Library) is hidden by default. It's fairly easy to open, though: In Finder, click on the "Go" menu and press the Alt key. "Library" will suddenly appear in the menu, so you can select it.

Alternatively, you could unhide it. Start the Terminal application and run the following command:

chflags nohidden ~/Library

Note that "~" = Alt+n. To hide the user library again (for whatever reason), enter the following command:

chflags hidden ~/Library

This method has the advantage that you can hide / unhide other files and folders: Simply replace ~/Library in the above commands with the name (full path) of the file or folder folder you want to hide / unhide.

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How do I do "X" with plugin "Y"?

All the more recent u-he products come with comprehensive manuals ("user guides"), with handy internal hyperlinks at the bottom of each page. If studying the manual doesn't answer your question, you should ask it in our user forum:

http://www.kvraudio.com/forum/viewforum.php?f=31
Everybody there is willing to help, and very few of them bite!

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When is "Z" going to be released?

"I love deadlines. I like the whooshing sound they make as they fly by!" (Douglas Adams quote)

This is always a difficult question to answer, and the usual reason for not delivering by the ETA is "unforeseen circumstances".

Note: We don't encourage people to buy something based solely on a feature already announced, but not yet implemented.

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Where are the manuals / tutorial videos?

Product manuals are always included with u-he installers, but we also have them here.

Zebra2 manual
Diva manual
ACE manual
Uhbik manual
Filterscape manual
MFM2 manual
Podolski manual

Watch u-he tutorial videos for Zebra2, Diva and ACE in our YouTube channel: www.youtube.com/user/uheplugins

We don't have manuals for TyrellN6 or ZebraCM. The Triple Cheese manual is only included in the download.

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Where do I download demo versions, and what are the limitations?

There are download links for Mac or PC on each product page on the u-he website. Be sure to read the "System Requirements" in the righthand column further down the page!

u-he demo versions are fully functional. However, after about 2 minutes of use they start to emit a crackling sound (so unload and reload the plugin). Exception: Zebra2 plays quasi-random notes instead.

Demo limitations will disappear permanently after authorisation using a purchased serial number.

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How do I remove the demo limitation?

By authorising the plug-in with a valid serial number.

To buy a serial number, go to the page for the product and click on the "Add to cart" button. Then click on on the green shopping cart icon and follow further instructions.

Once you have bought your serial number, open an instance of the plug-in in your host software. All u-he interfaces include a data display (usually at the top) which shows the current patch name, parameter values etc. Right-click on the data display and select "Enter serial number" from the top of the list.
You can enter your serial number carefully by hand, but we encourage you to copy/paste it from the original license e-mail -- just make sure there are no leading or trailing spaces.

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Can I sell u-he plugins and transfer my licenses to someone else?

All u-he licenses can be transfered -- with the exception of licenses that were flagged as NFR ("not for resale") to begin with.

We do transfers for free once you have owned the license for 9 months or longer, starting from the date of purchase. Transfered licenses do NOT become NFR, they can be sold again after another 9 months.

For a successful transfer, all we need is the new owner's full name and eMail address.

The new owner is not required to create an account with us if he hasn't got one already, in this case an account will be automatically created during transfer. Should the new owner already have an account with u-he, make sure he uses the eMail address that account is registered to in our system to avoid mix-ups and duplicate accounts.

Note that licenses for soundsets can only be transfered together with the product they are meant for. When the license for a product is transfered and soundsets for it are registered to your account, then all the soundsets will be transfered together with the original product.

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How do I send MIDI to u-he's effects in Apple Logic?

1) Create an instrument track and choose your instrument.

2) Under the instrument, where it says "Stereo Out", click/hold and change to Bus 1 (assuming you are not using any other buses already).

3) Go into the environment and locate Bus 1. Where it says "Stereo Out", click/hold and select "No Output".

4) Go back to the main arrange window, create another instrument track. On the INSTRUMENT INSERT SLOT (not the insert effect slot) choose "AU midi controlled effects" and then Runciter.

5) Click and hold the "side chain" section in the top right of the window, then select "Bus 1".

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Can I move my presets elsewhere? Even to a different drive?

Yes, but this involves a bit of work on your part. You will need to create a link the plug-in can follow when looking for its presets. Carefully follow the instructions below, substituting the required paths and file names. If you mess up, you might have to reinstall the plugin.

In this example, we will walk you through the process, starting from a fresh and standard TyrellN6 installation. We will show you how to move all the presets to the root of an external drive, leaving the original folder intact but empty. Then we will put a link into that empty folder and refresh Tyrell's browser.


Windows

1) Start your host software and open an instance of TyrellN6. Click on the "Presets" button, right-click on the "Local" folder and select "Reveal in Explorer". A window will open containing the "TyrellN6" preset folder.

2) Copy the "TyrellN6" folder containing all presets to wherever you want it to be (in our example, drive D:).

3) Go into (!) the original "TyrellN6" folder and delete everything in there, i.e. all presets, and leave that window open.

4) Right-click on the new TyrellN6 folder in drive D: and create a shortcut. Rename that shortcut to something meaningful like "TN6-sounds" and move it into (!) the old and empty "TyrellN6" folder on your C: drive.

5) In Tyrell's browser, right click on the "Local" node in the directory tree and select "refresh". The individual presets should now disappear. Instead, you will find a folder within the "Local" node called "TN6-sounds".
Open it - you should see all the presets in there now.


Mac OSX

Note: This is a more complicated process than under Windows, as regular aliases won't work...

1) Start your host software and open an instance of TyrellN6. Click on the "Presets" button, right click on the "Local" folder and select "Reveal in Finder". A window will open containing the "TyrellN6" preset folder.

2) Copy the "TyrellN6" folder containing all presets to wherever you want it to be (for example, an external hard disk) and rename it e.g. "TN6-sounds".

3) Go into (!) the original "TyrellN6" folder and delete everything in there, i.e. all presets, and leave that window open.

4) You will now have to create a so-called "symlink" instead of a regular alias. They behave differently, though they look the same in Finder.

Start the Terminal application - it's in Applications/Utilities.
Carefully enter the following:

   cd /   (then press Return)

This changes the current directory to the root of your hard disk.
Next...

   ln -s   (don't press Return yet!)

Note that this uses a lowercase L and not an uppercase i.

First, drag and drop the "TN6-sounds" folder into the Terminal window - then press Return. The "ln -s" command creates a symlink called "TN6-sounds" in the current directory, i.e. the root of your hard disk here.

To open that directory in Finder, enter the following -including the space and the dot- followed by Return:

   open .

You should now see your newly created "TN6-sounds" symlink there. Move that symlink into (!) the empty old "TyrellN6" folder in the other window.
You can quit the Terminal now, if you like.

5) In Tyrell's browser, right click on the "Local" node in the directory tree and select "refresh". The individual presets should now disappear. Instead, you will find a folder within the "Local" node called "TN6-sounds".
Open it - you should see all the presets in there now.

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My u-he plugin doesn't appear in my host - what do I do now?

You will probably need to clear your host's "plugin cache".
Don't worry, your plugins will all be re-scanned afterwards.

Note: Host applications cache plug-ins so they can load faster and don't need to re-scan every plugin on startup. The exact procedure required to clear the cache depends on which host application you are using.

Here are some examples:
 

Apple Logic

Try this first:

  • Go to Preferences -> AU Manager
  • Select the u-he plugin(s)
  • Select Reset & Rescan

If that didn't work, quit Logic and try this next:

  • Go to /Users//Library/Caches/
  • Delete the file com.apple.audiounits.cache
  • Restart Logic

Note: In OS X Leopard it may sometimes be necessary to move the .component file OUT of the Components folder ( /Library/Audio/Plug-Ins/Components/ ) then back IN again.
 
 

Cockos Reaper

Try this first:

  • Go to Preferences -> Plug-Ins -> VST
  • Select Clear cache / re-scan

If that didn't work, quit Reaper and delete the following files:
 

Mac:       (in ~/Library/Application Support/REAPER/)

  • AU: reaper-auplugins-bc.ini
  • AU: reaper-auplugins64-bc.ini
  • VST: reaper-vstplugins.ini
  • VST: reaper-vstplugins64.ini

Win:       (In C:\Users\(You)\AppData\Roaming\REAPER\VST\)

  • reaper-vstplugins.ini

When you're done deleting, restart Reaper.
 
 

Ableton Live

Go to Preferences -> File Folder -> Plugin Sources, then try one ore all of the following:

  • Click Rescan
  • Hold down the ALT key and click Rescan
  • Turn off Use VST Plug-In Custom Folder, then turn it back on

 

Steinberg Cubase

Try this first:

  • Go to Devices -> Plug-In Information
  • Select Update Plug-In Information

If that didn't work, quit Cubase and delete the following files:
 

Mac:       (in ~/Library/Preferences/Cubase /)

  • VST: Vst2xBlacklist Cubase.xml
  • VST: Vst2xPlugins Cubase.xml
  • VST: VstPlugInfo.xml

Win:       (in C:\Users\\AppData\Roaming\Steinberg\Cubase \)

  • VST: Vst2xBlacklist Cubase.xml
  • VST: Vst2xPlugins Cubase.xml
  • VST: VstPlugInfo.xml

When you're done deleting, restart Cubase.
 
 

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