SoundToys Support
Get answers, updates, and more.
If you're having a technical problem or support issue, please check the common questions below to see if your problem is answered there. If not, we provide free technical support via our support request form.
Downloads
The new V3 updates to our plug-ins can be found on our download page. If you need to access older software, go our legacy page.
Common Questions
Current Issues
I'm getting a "wmFlag Error" in Pro Tools. What's that?.
It's now fixed with the new V3 upgrade. You didn't really want to know what it was, you just wanted it gone, right? Us too;-) Some folks who are using Chassis are still seeing these errors and we are looking into it. All the rest are gone with V3.
When will SoundBlender/PitchDoctor/PurePitch be available for Audio Units/RTAS?
Good question. We are at a cross roads here. Those plugs were coded a long time ago (Well long in computer years), so it's quite a job to get them on our new platform and into Native compatible apps. So, here is a question for you. Do we spend that time making them work, or spend that time making something new and cool, and perhaps even more powerful?
Where is Windows XP support?
V3.01 has it. Yes we know it's been a looooong time, but we haven't been sitting on our comfy chairs waiting. We've been working as best we can while maintaining the support we have. All that said, we're back with Windows support and now we have it for both bundles. SoundToys TDM Effects and SoundToys NAtive Effects.
What about VST/DX/PowerCore/UAD/Etc.?
Well, we would love to support all those things, but each one takes a big chunk of time and, to be honest, we wanna make some cool new plug-ins. Actually, VST may happen this at some point, but the rest are "unknown". Yes, we know how many customers there are for each, and again, we'd love to be there, but come on, you want us to make some cool new plugs, right?
I downloaded the new V3 update and now it's asking me for authorization?
Well, the V3 upgrade is a charged upgrade, so if you didn't purchase it, that's the problem. If you did purchase, it may simply be the wrong installer. If you have a bundle (An iLok authorization for SoundToys TDM Effects, or SoundToys Native Effects) then you can use the bundle installer. If you have anything else, you need to use the individual installers for each plug-in. Keep in mind, it's a good idea to trash the SoundToys folder from your plug-ins folder before re-installing.
I have SoundToys TDM Effects and it comes with native authorizations, but when I installed the native stuff, it asks for authorization?
True, SoundToys TDM Effects is native capable. The solution is to use the SoundToys TDM Effects installer, even if you are running on a native application. It'll work just fine. It has to do with the fact that your authorization is for SoundToys TDM Effects, not SoundToys Native Effects. Make sense? If you installed native, just make sure to toss the SoundToys folder from your plug-ins folder before you re-install.
Hey, my presets I made in Logic don't show up in Pro Tools (and visa-versa)! What's up??
Yeah. We know about that one. Looking at what we can do. They don't share the same resources so it's a bit of challenge with our current system. Keep an eye/ear out for a solution.
How do I find Speed in Logic?
Currently, you don't. Logic has a cool little pitch changing framework that we will plug-in our Speed algorithm, but it's not quite there yet. Soon.
I'm getting a DAE 7218 error when I use EchoBoy/PhaseMistress/Crystallizer in AudioSuite. What is that?
This is a channel mismatch error. Those 3 plugs come up by default as stereo. If you are processing a mono file, you must switch to "Mono/Left" mode before hitting preview or process. The "Mode" switch is in the gray area above the plug-in interface in the bottom right hand corner.
I can't control Logic/ProTools when your plug-in is open. Why not?
This is a keyboard focus issue. Our plug-ins take control of the keyboard when they are open. We're looking into a solution, but for now you must click somewhere outside of our plug-in to regain control of the keyboard for your application.
None of my SoundToys plugs are working on my quad core Mac.
Support for PCI express based Macs like the quad core has been added in release 1.2.1. Please download the latest version on our updates page.
I opened an old session and it says my plug-ins can't be found.
This has been fixed in release 1.2.1. You can download it on our updates page.
I'm getting DAE errors when running EchoBoy TDM at 96Khz.
We have fixed this problem in version 1.2.1 of EchoBoy. You can download it on our updates page.
The automation parameters are gone from my SoundToys plug-ins.
This appears to be a conflict affecting several manufacturers related to DigiDesign's EQIII and DynamicsIII plug-ins. Users who have experienced this find the issue goes away by removing EQII and DynIII.
All the presets are missing.
You can usually get them back by opening a SoundToys plug-in and re-selecting the root settings folder. Though there are issues if the application and the library are not on the same volume.
Pro Tools 7.4 Compatibility
Are you compatible with Pro Tools 7.4
Our V3 software is fully compatible with Pro Tools 7.4 in all flavors.
All my presets are gone in Pro Tools 7.4 and resetting the root folder doesn't help.
Yes, it seems that something changed in Pro Tools 7.4 that prevents it from loading or saving presets with our older plug-ins. Our current V3 plug-ins (which were released almost 8 months before Pro Tools 7.4) work just fine, so if you've already made the V3 upgrade you should be just fine. We've contacted Digidesign to see if there is anything they can do to fix this problem, but we can't make any promises that they can do anything. We've also found no work around at this point. If we find one we will post it.
So, if you need to run Pro Tools 7.4 and SoundToys right now, you'll need to update to version 3. Look carefully at the pricing, or contact us to find out what your price is. We've tried to combine upgrades and bundle specials so it may be less than you think. In case you missed the feature set of V3, here it is: IntelMac support, Universal Binary support, Audio Units support so that you can use our plug-ins in Logic, Live, and a bunch of other apps, very cool new mono-to-stereo versions of Tremolator and FilterFreak, built-in preset expansion packs, improved RTAS efficiency, and a very useful new front-panel Low Cut control on EchoBoy. Parameter Lock for locking a knob on the plug while scrolling presets, Pro Tools 3-key automation enable support, Pro Tools Windows support on TDM and LE, or course Pro Tools 7.4 support and Leopard support. Plus, we keep adding to it.
Do I really have to pay to upgrade my 1.2.x plug-ins? Why can't you just continue to update my them so they'll work forever?
As a VERY small software company, we simply don't have the resources to continue to create maintenance releases for old versions of our software. It is extraordinarily time-consuming and expensive for us to create new versions of our products and test with a wide range of host and operating system platforms and software versions. With our latest release (V3), our entire software development toolset changed, which was not only very expensive for us, but made it nearly impossible to continue to maintain our "old" products. These were changes we had to make because Apple and DigiDesign moved forward, and so we had to follow or stop developing. We like developing plugs, so we paid for all our upgrades, got the new tools, learned how to use them and marched forward.
When we ship a new release, we look carefully at what we are offering and base the price on what we think is fair. V3 was the first paid release in years(At least 4), and we've since shipped several free maintenance releases (V3.01, V3.02, V3.03). It's really hard to make it work perfectly for everyone, but we try. We do lean toward better deals for the bundles. Why? Well, it's way easier for us to maintain the bundles with updates and installers and such, so we'd prefer that everyone just got into a bundle and then the upgrades would be a breeze. Long story short (too late for that) we are a very small company of musicians and users ourselves, so we do try to keep the fees down while still keeping our coders fed and our doors open
Plug-In Authorization and iLok
I downloaded the new bundle installer and now all my auths are gone.
The bundle installer is a different auth. If you upgraded to the new bundle, bought the new bundle or bought our Massive Effects upgrade Summer of 2005 it will work. For all other products you can use the individual installers and all should be fine.
I lost my iLok. How can I get my SoundToys plug-ins back.
Yikes! Well, first you need to contact iLok.com and file a report of a lost iLok. Then send us a copy of that report. We will check it out and see if we can help. Sorry, no guarantees, so PLEASE HOLD ON TIGHT TO YOUR iLOK.
I downloaded the update to PitchDoctor, and now it doesn't work.
Double check which version of PitchDoctor you have. The full version (Which was available separately and with UltraTools), or PitchDoctor Promo, which came with the Digidesign MixPack or HDPacks. The plug-in is the same, but the authorization is different. Try the other installer and that should fix it.
What's an iLok.
It's a small (usually blue) plastic USB key that plugs into your computer's USB port and holds the authorizations for the software that you own. It's very important. NO REALLY! If you lose your iLok you may lose all the software that was on it.
Purchasing our Products
I bought plug-ins off your site for download. Where's my authorization?
It's coming. You may have missed the screen that told you we process these orders by hand which means someone has to be in the office to make that happen. Yeah, we know, that's prehistoric, but that's the way we do it for now. We appreciate your understanding and patience.
My credit card didn't authorize. I keep getting an error when I try to order.
Sometimes our system does odd things with overseas orders where the system is at a loss for how to decipher some bit of information. When we see these, we will usually try to contact you, or you are free call and place your order at 1-802-951-9700 or e-mail us at sales_@_soundtoys.com and we'll get back to you.
Free Stuff
I've worked with famous people - I am a famous people. Can I get free stuff?
You can. We offer tons of free advice and information both from our web page and via e-mail. Our sales guy has free opinions on just about everything. As for products, well, we hope that all that fame has also brought you money. Then you can buy our plug-ins and help us have the money to keep making cool toys. (You can write to us if you like. We do actually like to hear from our users.)
My band just got signed to a big label. Do you do endorsements?
We're always thrilled to get endorsements from our users. And no, we don't pay for them with free product. We'd be afraid that getting signed and then getting free stuff would be too much too soon, and we've seen all those VH1 shows where stars burn out when that happens. Just watching out for your well being.
Do you guys offer any deals for artists?
Actually we do. We make really cool plugs and then price them so everyone can afford them. On top of that our dealers often lower the list price as a "Special Deal". It's a really good system.
