FAQs

Support Guidelines

We do not accept bad or insulting language or one will get banned.
We do not accept shouting or insulting others or one will get banned.

Our HQ timezone is GMT+2 (Oulu, Finland), therefore you might not get support immediately.
If you need immediate support, you can get our phone number from our store site and drop us a iMessage, WhatsApp message OR you can open a realtime chat from the bottom right corner.

Novaline Music is helping in the Support Tickets and if there is a tight question, we will help him out. So far, he has done a grand job over there!

We will compile most common tackles in the Knowledge Base

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Why plug-in says reload license after copying license to right folder?

Plug-in has failed to locate the proper file or the license check failed. Make sure the license is called “license.key” in the plug-in folder and not “license.key.txt”.

If you see .txt appended, rename the file to “license.key” and try to validate again.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

How do I add the license.key for the plug-in to register?

UPDATE 2020-April-03

license.key needs to be located in:

[ WINDOWS ] \”login username”\Documents\Mystery Islands Music\”plug-in name”\
[ macOS * ] /Library/Audio/Presets/Mystery Islands Music/”plug-in name”/

…in order to register. Reload your project or plug-in instance in order to validate.

  • Access VirusHC still needs to locate the license.key in ~/Documents/Mystery Islands Music/”plug-in name”/ until macOS Catalina supported release is ready!

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

I just purchased the plug-in, where can I download the license?

Do I need a internet connection to activate the plug-in?

Can I use my license on multiple computers?

Can I transfer my license to someone else or include it when I sell the synth?

No. Once you purchase the license for the plug-in, you are solely entitled to lifetime support for the plug-in. It does not make sense to us, that once you sell the license, we would have to start supporting a new “client”.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Do I need to remove the DEMO before installing FULL version?

No. FULL installer will overwrite the DEMO component / vst / dll from your hard drive.

If you have custom patch banks in the Patches folder, they will remain as is.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Why plug-in displays DEMO version after purchasing the license?

Where is the plug-in User Manual located?

UPDATE 2020-April-03

Plug-ins which include User Manual in PDF format to date:
Roland JP-80×0 – Waldorf Pulse2X

You can also view User Manual in online format at User Guides section.

While we are working to write User Manuals for all of our products, you can find all the details for setting up the plug-in and synthesizer from the User Guides & Knowledge Base.

You can also find our YouTube playlist for Access VirusHC plug-in, which covers most of the DAWs in Mac and PC environment.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Which functions are not available in the DEMO version?

  1. User can not save requested data from synthesizer to HDD.
  2. User can not store patches from librarian to synthesizer.
  3. Total Recall is disabled. This means, your last used plug-in settings will not be sent to your synthesizer up on loading the project.
  4. Plug-in parameters are not visible for DAW to automate.
  5. Demo version can not be registered.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Why my DAW crashes when I set MIDI in / out from the plug-in?

In Windows environment, most MIDI interfaces does not support multi-client operation.

Be sure to follow our instructions Knowledge Base to setup your DAW environment properly before using our plug-ins.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

What are the plug-in requirements?

You need the real hardware synthesizer which the editor is made for. If PRO upgrade is available, hardware is not required. List for requirements:

  1. You need the real hardware synth, which the editor is made for.
  2. 32/64-bit AudioUnit / VST host for Mac or PC.
  3. MIDI interface. A good one which supports SysEx messages. Don’t buy anything which is less than 50€.
  4. Direct MIDI in / out connection between your synth and the MIDI interface. No MIDI Thru connections or MIDI in only / MIDI out only connections.
  5. Audio cables from the synth to soundcard or mixer in order to hear the sound.
  6. At least 1600×1024 pixels resolution.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Does this plug-in generate sound?

Not at the moment. You can only control the real synthesizer with our plug-in.
In future, there might be PRO upgrades available, which will eliminate the need of the hardware completely and our plug-in works as a regular VSTi / AudioUnit / AAX instrument plug-in.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Is the preorder charged upfront or at release date?

Preorders are charged immediately. This is a great opportunity for you to save some cash before the official product release and you will get early access to the plug-in.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

If I place preorder for upcoming plug-in product, will I have access to beta version?

Yes. We will provide beta version of the plug-in once we feel its safe to release the beta version without making any damage.

Beta version will appear in the downloads page once available. Be sure to join our mailing list so you’ll be the first to know when its available!

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

What payment methods do you accept?

We accept Credit Cards, PayPal and Direct Bank Transfers.

Once the payment has been cleared, the product downloads will appear immediately.

Please keep in mind, direct bank transfers usually take 3-4 business days to appear.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!

Do you accept Refunds?

Since we deliver digital download product with lifetime license, refunds are only given at the discretion of the management.

You should download the DEMO first to give it a go and read our guides through properly.

If you found our guides helpful, please consider becoming a Patron on our Patreon page. This will help us to deliver more for you!