FAQ - Frequently Asked Questions

Frequently Asked Questions
I sent an eMail to support - why didn't I receive an answer?

Be assured: we reply to all requests we receive.


Please take into consideration that u-he's HQ is in Berlin, Germany. Our main working hours are Monday through Friday, 11 AM to 7 PM, Central European Time.

Depending on the complexity of your request and our general workload beside customer support, please allow up to 48 hours for a first reply.

Unfortunately, some eMail providers erroneously filter out our eMails as spam, and notify neither the recipient nor us about it, making it seem like we didn't answer.

Most providers' spam filters can make exceptions if you tell them to. To help ensure that our eMails reach you, please add our most important eMail addresses to your spam filter's exception list, sometimes also called a whitelist or list of trusted contacts:


support@u-he.com
anybody@u-he.com



Here's how to do it:

Hotmail

  1. Go to the Mail tab to change over to your inbox
  2. Click Options (at the top right) and select Junk e-Mail
  3. In the section Safe and blocked senders, select Safe senders
  4. Enter u-he.com into the text area and click Add to list

Gmail

  1. Go to Contacts on the left
  2. Select to Add Contact on the right
  3. Enter the eMail addresses mentioned above into the Primary Email field

Gmail also has a Not Spam function, so if you find any eMail from u-he inside your spam folder, please click the little box next to the erroneously filtered messages and click the Not Spam button at the top. The Not Spam button is also displayed at the top of any currently opened spam eMail.

Yahoo

  1. Click Options to go to Mail Options
  2. Select Filters and choose to Add one
  3. In the From header: line at the top, ensure that the dropdown box is set to the contains condition
  4. Enter u-he.com into the text area next to the dropdown box
  5. Near the bottom, where it says Move the message to, select Inbox from the dropdown box
  6. Apply by clicking Add Filter

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When are your office hours?

Our office hours are:

Monday through Friday
11 AM to 7 PM CET


The u-he HQ is located in Berlin, Germany.
To help you calculate the time difference and determine how long you'll have to wait for a first reply, we've placed an information box at the right side of our SUPPORT PAGE. It tells you the local German time, and whether or not we're likely to be in the office at the time.


Although we have relatively set working hours, it's quite common that you occasionally receive replies from us outside of the times printed above, even on weekends.


Please note that the information box is just an automated script. It does not take into consideration German bank holidays or staff vacation, nor does it give reliable information as to whether or not we're really processing support requests at the time.
If you're sharing a turkey and some presents with your family and close friends, chances are that so are we. ;)


If you believe you've been waiting for a first reply for too long, maybe for several days without a weekend in between, then please make sure your mailbox doesn't erroneously filter out eMails from our support system as spam. Please read the FAQ entry "I sent an eMail to support - why didn't I receive an answer?" to find out how to help our eMails arrive in your inbox.

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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 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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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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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 KVR user forum.


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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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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Demos, Purchasing & Licenses
I can't find my serial number(s). What should I do now?

You can retrieve your serial numbers at any time after logging in to our SUPPORT AREA.

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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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 to unlock the plugin:


  • Open an instance of the plug-in
  • Right-click on the plug-in's data display
  • Select "Enter serial number..." from the dropdown menu
  • Enter your name and serial number

When entering your name and serial number, please type them in exactly as they were sent to you in the license delivery eMail - but without the " quotation marks.

Entering another name (abbreviation, artist name, etc.) or mistaking the letter O for the number 0 will make the registration fail immediately, so it's advisable to copy/paste the license information directly from the eMail into the plugin instead of typing each letter and number by hand.

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Does u-he have special offers / discounts?

Sorry, but we don't offer any discounts. The value of our products doesn't change according to customer status, so our prices remain the same for everyone.

We generally keep prices reasonable and all our maintenance releases are free, we don't try to recoup discounted prices via costly updates.


People on a limited budget are always welcome to use our freeware:

Zebralette
TyrellN6
Podolski
TripleCheese


Should you be particularly interested in Zebra2, you could get $50 off its retail price by taking advantage of our Dinosaur Crossgrade. You can find out everything about the crossgrade HERE.


If you're interested in purchasing multiple licenses for one or more of our products (e.g. a campus license), let us know how many you need and we will make you an offer.

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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 unlocking / authorising the plug-in with a valid serial number.

To buy a serial number, go to the respective product page 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 plugin 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.

When entering your name and serial number, please type them in exactly as they were sent to you in the license delivery eMail - but without the " quotation marks.

Entering another name (abbreviation, artist name, etc.) or mistaking the letter O for the number 0 will make the registration fail immediately, so it's advisable to copy/paste the license information directly from the eMail into the plugin instead of typing each letter and number by hand.
 

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Can I transfer my u-he plugin licenses to someone else?

Any u-he licenses except those designated as NFR ("not for resale") can be transferred.

Please note that soundsets cannot be transferred separately, they will be automatically transfered together with the appropriate plug-in.

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

If the new owner has registered a u-he product in the past, he will already have a u-he customer account. Please make sure you send us the exact name and e-mail address the new owner used for that account. Should the new owner have never registered a u-he product before, a new account will be created during the transfer.

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On how many computers can I use my u-he licenses simultaneously?

Licences for our products are issued to you as a person, not to your machine(s).


So you can install, activate and use your u-he products on any computers *you* personally own without having to purchase extra licenses - as long as *you* are the one using them.


Also, we don't differentiate between Mac/OSX and PC/Windows, one license covers all.

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Where can I purchase ZebraHZ / The Dark Zebra?

Please note that The Dark Zebra is a soundset for Zebra2, so you will have to own a license for Zebra2 in order to use ZebraHZ / The Dark Zebra.

You can find the product page for The Dark Zebra HERE.

You can skip to the checkout with The Dark Zebra in your cart by clicking on THIS LINK.

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How can I delete / change the registration of my plugin?

To un-register a u-he product, all you need to do is delete one file from your hard drive.

The following example uses our product Bazille, but it will work for any other u-he product if you substitute Bazille with the corresponding product name.


On Mac/OSX, please delete this file:
Mac HD/Users/You/Library/App…Support/com.u-he.Bazille.plist

On PC/Windows, please delete this file:
PLUGIN-FOLDER*\u-he\Bazille.data\Support\com.u-he.Bazille.user.txt


* Please note that the location of the plugin folder depends on where you installed the .DLL file. You'll probably have installed it in the same folder as all your other VST2 effects and instruments. The default location should be:
C:\Program Files (x86)\Steinberg\VstPlugins\



To register again (after having removed the previous registration), simply load a new instance.

You will be presented with the 'demo nag screen' that lets you enter your registration code (serial number).

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I am an artist, will you endorse me?

As a matter of fact, we don't do artist endorsements for various reasons.


The advantages are mutual: we don't bother artists with interview requests, we don't keep asking them for more and more promo material, and we never send star-struck fan mail. We respect artists' privacy and don't plaster our website with statements that might become embarrassing later.


We offer great products that cost no more than a decent night out, with personal customer support and free updates.
We'd still love to have you on board!

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About u-he RE Rack Extension plugins...

Unfortunately, we have nothing to do with Rack Extension sales.

All RE sales are processed by Propellerhead, which also means we can't do license transfers and we are unable to swap products, etc.

All such issues are handled by Propellerhead directly, please try contacting them here.

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Where can I purchase native Uhbik singles? (VST/AU/AAX)

Individual Uhbik plugins are only available as Rack Extensions for Propellerhead's proprietary Reason Rack Extension plugin format.


However, the native VST/AU/AAX plugins of Uhbik are not available as single plugins.

We are a very small team, and providing single Uhbiks would mean a huge impact on the few people we have. Be it the general maintenance updates, like framework, GUI or compatibility fixes, be it the bug fixing and tracing, the testing for new plugin formats, processing all the license transactions/sales/transfers, right down to support requests and keeping the installers updated...

We simply don't have the resources to do that for twice as many plug-ins as we already do, without making them significantly more expensive.

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Installation, Locations & Permissions
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.

A workaround would be to use a 3rd party tool called Pacifist to unpack the installer. This will require a bit of manual work though... read the instructions below.

Alternatively, read all about it in our support forum.

  • 1. Download Pacifist here, unpack and install it.
    Please make sure that you get v3.0.10 for OSX versions older than 10.6.8!
  • 2. Right-click (PLUGIN_NAME)Installer.pkg and select Open With -> Pacifist.app from the popup menu.
  • 3. When Pacifist's nag timer has counted down, click Not Yet.
  • 4. Select Contents of (PLUGIN_NAME)Installer.pkg and click Pacifist's Install button
  • 5. Enter your Administrator account credentials when prompted and conduct the installation.

Unfortunately, there's no easier way at the moment. We're terribly sorry about this major inconvenience, it's on our radar!

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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 your u-he plugin
  • Switch to the patch browser
  • Left-click once on the Local node in the folder list to highlight it
  • Right-click once on the Local folder to show a popup menu
  • Select the entry open in Explorer (Win) / reveal in Finder (OSX).


Windows Explorer / OSX Finder will open with the local preset folder of your u-he product. You can put your new presets in this folder, or maybe create a sub-folder for them specifically. You're absolutely free to change the folder structure in there, rename/move/delete folders and patches, etc.

Once all your new presets are in place, go back to the plugin, right-click in the folder list again and select refresh from the popup menu.

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

Since OSX Lion, the ~/Library folder (Mac HD/Users/USERNAME/Library) is hidden by default.

It's fairly easy to open, though:

  • Highlight a Finder window or click on your Desktop
  • Click on the Go item in the menu bar up top
  • Hold down the ALT / Option key

A new Library entry will show up in the menu, click on it to open Finder at your User Library folder.

Hint: you can make your User Library folder permanently visible by unhiding it.

Start the Terminal application (in Applications/Utilities), then type the following command:
chflags nohidden ~/Library     [ENTER]

To hide the user library again, for whatever reason, enter the following:
chflags hidden ~/Library     [ENTER]

Hint: the ~ character can be generated by holding the Alt / Option key down and pressing N.

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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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How can I uninstall u-he plugins?

There are currently no automated uninstallers available for our plugins.


Our plugins started out as simple .DLLs with a .data folder, so an uninstaller wasn't really necessary. But now that the complexity has grown because of AAX, VST3 and their required fixed default installation folders that are spread across the system, we have become aware of the fact that we need installers, so they're on our to-do list.


For now, you'll have to remove our plugins manually by deleting a number of files and folders in several locations. The following example uses our product Diva, but it will work for any other u-he product if you substitute Diva with the corresponding product name.



Windows:


C:\Program Files\Common Files\Avid\Audio\Plug-Ins\Diva.aaxplugin
C:\Program Files (x86)\Common Files\Avid\Audio\Plug-Ins\Diva.aaxplugin

C:\Program Files\Common Files\VST3\Diva(x64).vst3
C:\Program Files (x86)\Common Files\VST3\Diva.vst3

64-BIT PLUGIN FOLDER*\u-he\Diva(x64).dll
32-BIT PLUGIN FOLDER*\u-he\Diva.dll


* Please note that the location of your VST2 plugin folders depends on where you installed the .DLL files. You'll probably have installed it in the same folder as all your other VST2 effects and instruments. The default location should be:
C:\Program Files (x86)\Steinberg\VstPlugins\


Along with the files mentioned above, each location should also contain a folder or shortcut called Diva.data. To completely uninstall Diva, please also delete any Diva.data folders and/or shortcuts you come across.


Our plugins don't save anything into the Windows Registry, and there are no further "crumbs" left back on your system.



Mac OSX:


Mac HD/Library/Audio/Plug-Ins/Components/Diva.component
Mac HD/Library/Audio/Plug-Ins/VST/u-he/Diva.vst
Mac HD/Library/Audio/Plug-Ins/VST3/Diva.vst3
Mac HD/Library/Application Support/Avid/Audio/Plug-Ins/Diva.aaxplugin
Mac HD/Library/Application Support/u-he/Diva/
Mac HD/Library/Documentation/u-he/Diva/
Mac HD/Library/Audio/Presets/u-he/Diva/
Mac HD/Users/USERNAME/Library/Application Support/u-he/Diva/
Mac HD/Users/USERNAME/Library/Audio/Presets/u-he/Diva/


Please note that some newer versions of OSX hide the User Library folder at Mac HD/Users/YOUR-USERNAME/Library by default.


Should you not be able to find it in Finder, please follow these steps:

  • Highlight a Finder window or click on your Desktop
  • Click on the Go item in the menu bar up top
  • Hold down the Alt / Option key

A new Library entry will show up in the menu, click on it to open Finder at your User Library folder.


For a workaround to permanently display your User Library folder, please have a look at our FAQ entry Where do I find the User "Library" folder? (Mac only) in the Installation, Locations & Permissions section.

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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/) and 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 and do the following:

  • Turn on Use Audio Units and/or Use VST Plug-In System folder

If they were already turned on, then do a deep rescan by holding down the ALT key and clicking Rescan.
 
 

AVID Pro Tools

Depending on the combination of operating system and Pro Tools version you're using, you'll have to delete the contents of these folders by hand.
 

Mac with PT 11+:

  • Macintosh HD/Users/<YOU>/Library/Preferences/Avid/Pro Tools

Mac with PT 10.3.6+:

  • Macintosh HD/Users/<YOU>/Library/Preferences/DAE Prefs

If you can't find the /Library/ folder inside your User path, please see here.
 

Windows with PT 11+:

  • C:\Users\<YOU>\AppData\Roaming\Avid\Pro Tools
  • C:Users\<YOU>\AppData\Local\Temp\AAX

Windows with PT 10.3.6+:

  • C:\Users\<YOU>\AppData\Roaming\Avid\Pro Tools 10
  • C:\Users\<YOU>\AppData\Local\Temp\AAX
  • C:\Program Files (x86)\Avid\Pro Tools\DAE\DAE Prefs

 

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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Compatibility, Bugs & Crash Reports
Which operating systems do u-he products support?

All our plugins come as native 32/64-bit versions for both Mac OSX and Windows.


We currently do not support Linux or any other platforms.


For a list of supported plugin formats, see entry Which plugin formats do u-he products support? below.

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Which plugin formats do u-he products support?

All our products support the following native plugin formats:

  • AU     OSX only
  • VST2     OSX & Windows
  • VST3     OSX & Windows
  • AAX     OSX & Windows (beta)

Some of our older plugins (Filterscape, Uhbik, etc.) still come with legacy RTAS versions. However, because of the move to the newer AAX format, we will no longer continue to update or otherwise maintain the legacy RTAS versions.


There are no DSP accelerated versions of our plugins available, and we don't support Linux formats.

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Are u-he plugins 64-bit compatible?

Yes, all of our plugins come as native 32-bit and 64-bit versions on both Mac and Windows.

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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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Why is my Apple Magic Mouse changing values by itself?

Move the Magic Mouse over a knob, start to scroll, and when you move the mouse over another knob it automatically starts scrolling again?

Apple's Magic Mouse has a built-in inertia, that will keep scrolling gestures actively scrolling for a while after the scrolling finger was lifted from the mouse.

You can avoid this inertia either by not taking your finger off the scrolling area, forcing the scroll gesture to halt immediately, or by disabling the inertia functionality of your Magic Mouse entirely.

The mouse inertia can be disabled in the Universal Access area of your Mac's System Preferences. You can find extensive instructions on how to disable it here.

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How do I create a .log file for debugging?

We've created .log file templates for your convenience, listed below after product name in alphabetical order.


To download the templates, right-click on the links below, then select "Save target as..." from your browser's context menu. Be sure to save the .log files directly to your system's Desktop folder, or remember to move them there after downloading.


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Where can I find more u-he presets?

You can browse through thousands of extra sounds for u-he products at our PatchLib. Very few of the sound-sets are commercial (i.e. payware), most of them are free!

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Where are the manuals / tutorial videos?

Product manuals are always included with u-he installer downloads, but you can also download them from the various product pages.

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

Watch tutorial videos for u-he products like Zebra2, Diva and ACE in our very own YouTube Channel.

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Where can I download ZebraHZ / The Dark Zebra?

The Dark Zebra is considered a soundset for Zebra2, so it's not available for public download directly from its product page. Installers for soundsets (including The Dark Zebra) can only be downloaded from your u-he Support account.

If you already set up an account during the purchase process but can't log in now, then that was probably a ShareIt account to save your payment details for potential future transactions. These ShareIt accounts have nothing to do with our support system.

You can set up a free account for our support system by going HERE and clicking on the link titled I would like to set up a personal account. When signing up, please use the eMail address we sent your license(s) to.

Shortly after creating the account, you should receive an eMail containing an activation link. Please make sure you really get that eMail and that you actually do click that link. Should you not receive the activation eMail, or should the activation fail, please send an eMail to support at u-he dot com, and we will sort things out.

Once you log in to your new account, you will find links to retrieve your serial number(s) via eMail and to download installers for any soundsets you may own, including The Dark Zebra.

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Where can I download Podolski?

Podolski is one of our freeware synthesizers.

You can download it from our PRODUCT PAGE for Podolski.

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Where can I download Zebralette?

Zebralette is one of our freeware synthesizers.

You can download it from our PRODUCT PAGE for Zebralette.

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Where can I download TripleCheese?

TripleCheese is one of our freeware synthesizers.

You can download it from our PRODUCT PAGE for TripleCheese.

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Where can I download TyrellN6?

TyrellN6 is a freeware synthesizer we developed for the German online magazine Amazona.

Follow THIS LINK to Amazona and scroll down to where it says DOWNLOAD MAC VERSION "TYRELL N6 V3" and DOWNLOAD WIN VERSION "TYRELL N6 V3".

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Where can I download ZebraCM?

ZebraCM (Zebra: Computer Music edition) is a stripped-down version of our flagship software synthesizer Zebra2. It includes selected modules from the latest version, but is arranged in the simpler configuration of Zebra 1.0 (2003).


ZebraCM is magware, so it's not available for download from our website, but you can find it on the cover CD/DVD of every issue of Computer Music magazine!

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Where can I download Zoyd?

Rumblence: Zoyd was one of the very first synthesizer plugins available for Audio Units on Mac OSX. This was still before Urs became a serious developer, which is why Zoyd never really left beta stage.

However, some people still use it now and again. If you are (or want to be) one of those people, you can find a download link for Zoyd on its PRODUCT PAGE.

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Where can I download ltmLabs?

At present, ltmLabs is only available by ordering old issues of the German Sound & Recording magazine. They sometimes do reissues and best-of collections...


We do not host a download for ltmLabs, but you can find out more about it on the PRODUCT PAGE.

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