FAQ

 

General


What’s next?

We usually try to keep our current and future ventures as secretive as possible. We want you to be surprised. But feel free to sign up to our newsletter, or follow us on social media for up to date news on what we are working on.

what does 8Dio stand for?

8DIO is a premium developer of high-end virtual instruments. The company was founded by British Academy Award-Winning Composer, Troels Folmann.

8DIO (pronounced EIGHT-DEE-OOH) is an abstract version of AUDIO. The 8 is made of two circles – encapsulating the aspect of tension and release within music. The symbol for infinity is represented by the figure 8. It also correlates with the idea of a full octave and number of great significance in Chinese philosophy. It also ties in with our production music company, 8Dawn, which was founded based on the question: “What did God do on the 8th day?”. We of course have many other obscure and pseudo-intellectual definitions, but hopefully this will suffice.

I bought a library, but now I want the bundle.

If you have purchased a product in the past and a bundle is now available, there may be an upgrade path available. Please contact our Support team for further details.

I haven’t received my update yet!

If you haven’t received an update please be patient. They usually roll out over the course of a week to ensure our servers are not overloaded. Please remember updates will be sent out to the original purchase e-mail address, so it’s always a good idea to check that address as well as your junk folder first.

If after 48 hours you still have not received your new download, then please feel free to contact Support and we will assist you as best we can.

I’m a student, can I get a discount?

We currently offer educational discounts of anywhere up to 30% on a majority of our products to qualifying individuals. However, due to the high amount of requests we can only offer the EDU discounts to full-time college/university students or teachers that are enrolled in a full time music program.

If you fit these requirements, please send us a copy of your student or teacher ID, as well as a letter from your college/university confirming your current enrolment.

Please note that EDU purchased products cannot be used for commercial purposes or combined with any other discounts or on going sales at the time.

You can find more details here:

- http://8dio.com/edu-program/

- http://8dio.com/licensing-agreement/

Where are my downloads?

The product delivery time is often instantaneous, but occasionally there may be a slight time delay as we may need to manually verify your purchase. We have a unique watermarking feature that creates the product solely for you, and we often do manual checks & processing of your account and purchase.

Please be patient and if after 48 hours you still haven’t received your product, contact us and we will be able to assist you.

I just missed that sale, can I still get a special offer?

Unfortunately, when a sale has been missed, there isn’t much we can do. We need to be fair to all our customers and try our best to make the sale deadlines as clear as possible.
However, we often run sales through the year on a variety of products, for more information please make sure you sign up to our newsletter, and follow us on social media.

I can’t log in to the V8P Program!

If you are a registered V8P Member, please e-mail us and we will re send you your log in information or reset your account. If you are not a member, please see http://8dio.com/v8p-loyalty-program/ for more information.

What is the V8P Program?

The V8P loyalty program provides you with exclusive access to our most imaginative, creative and unrivalled products, while also offering a variety of additional services and incentives with other leading audio retailers. The V8P loyalty program is your key to a new world of semi-custom library collections, designed with and for our customers.

The collections will retail from $999 and will be available to all qualifying applicants. Any 8Dio customer who has purchased more then $1999 will be eligible for the V8P program. And after manual verification will receive an invitation to join.

What is 8DM?

We keep all our 8DM products at our sister site dedicated solely to our industry leading EDM range. We offer a wide variety of genres from House to Dubstep and everything inbetween.

You see more here – www.8dm.me

What product is best suited for me?

We have an extensive range of information and audio demoes available as well as great walkthrough videos from both Troels and Colin to help you either choose a particular library. Please look on our website for an extensive overview of each library, with core specifications, articulations list, demos and walkthroughs.

How do I get in touch with you?

We are here for you any time of the day so if you have any questions please feel free to contact our Client Care Team at support@8dio.com and they will be more than happy to help.

Can I use the Kontakt player engine?

All our products require the full retail version of Kontakt. For further requirements such as which kontakt version is necessary, please check each libraries minimum specifications, which can be found towards the bottom of each product page.

Do you offer demo or trial versions of your products?

Yes. Feel free to try our Agitato Violins Free Try-Pack and/or our EDM Compilation Try-Pack containing +3GB of high-end EDM Content from Dubstep to Electro House.

Where can I download the Requiem Professional phrase-builder patch?

You can download the phrase-builder patch here, including the installation instructions: http://www.8dio.com/requiem_pro_bonus/requiem_pro_phrase_builder_bonus.zip

 

Purchasing


Why have you asked for more information?

In some cases, we need a little extra information with regards to your purchase. This is purely for security reasons and also helps us track down your client profile a lot faster.

I never read manuals!

With every purchase we include a detailed manual that explains everything you need to know about the product. It is best to read over the manual before contacting us, as although we are here 24/7, being able to problem solve in realtime is always going to be faster.

If you do have any other questions regarding your product, please contact us at – support@8dio.com

I bought the library for a friend/family member

Please email us before downloading your product(s), as all downloads are watermarked solely for the purchaser. Upon your request we can change the name licensed to the product(s).

My Discount Code doesn’t work!

When using any discount codes, they need to be used before the expiry date, as well as on the specific product range that has been advertised. Please check the details stated as we may be unable to supply you with a new code.

So how does it all work? I add products to my cart, then what?

It’s pretty simple. Our sample libraries come in easily downloadable packages. You surf around on this website. You find an instrument or two you like. You click the ‘add to cart‘ button. You pay via secure transfer (PayPal and/or google check-out) and we provide download links to you.

We are hosted on some pretty phat servers, so you should be getting your download at a minimum of 500k pr. sec – depending on your connection. For security, we limit the number of download attempts and time period that the links are active. However, if you have any trouble successfully downloading any or all of the data, just let us know and we’ll refresh the links for you.

We do strongly recommend that you use a high-speed Internet connection when downloading our libraries, as these libraries are often very large in size. We also cannot guarantee that our servers are able to support any form of “download manager” software, especially combined with dial-up connections. Send us an email if you’re having any trouble downloading your library. We can always refresh your download links or manually set you up with temporary personalised hard links on our back-up servers as needed.

Just let us know if you have any difficulty and we’ll do whatever it takes to get your libraries to you quickly as possible. We recommend using latest version of your browser of choice, which generally produces the fastest and most reliable download results.

Where can I purchase the full retail version of Kontakt?

How can I get an invoice for my purchase?

Please send invoice requests listing the products you need an invoice for, the date of purchase, your full address, library name, final cost amount and (if applicable) your VAT number to support@8dio.com and we will send you an invoice right away.

Do you offer refunds?

We unfortunately cannot refund products that have been downloaded, for multiple reasons. Our watermarking system generates unique serial/license numbers per download and would make a resale impossible. Furthermore there is no way to prevent unauthorized re-use once it’s been downloaded.

Why is my download not working?

8Dio has different solutions for this problem and it is our commitment to ensure your download goes through as soon as possible. But there is a few things you can do to help us:

  1. Please download latest version of Firefox by clicking here (Internet Explorer and Safari can cause download issues)
  2. Please do not use any “download manager” type of software, since it generally tends to confuse the downloads.
  3. Please ensure that your connection is stable and the problems are not created by your home setup. We recommend testing your speed by clicking here and reset your router to ensure you are on a stable connection. Please contact your ISP if your connection seems to be impacted.
  4. Please contact 8Dio ASAP – if your download links have run out of time/attempts and we will send you new ones within approx. 6-8 hours.

If you follow these recommendations and your download problem still persists – then we go to plan 2:

  1. Please contact 8Dio and describe the download problem in detail.
  2. 8Dio will set you up with our alternative backup server and ensure you get the product ASAP. We haven’t had one customer who didn’t receive their product, so trust us on this one. It may not be much of a comfort, but imagine that all this was done with snail-mail instead of download. It would take 3-5 business days instead of 3-5 hours of waiting.Please notice that 8Dio is using one of the biggest and most reliable file storage systems in the world hosted by Amazon. The system is always running, however a variety of complications can result in unexpected download issues (ex. ISP issues, gateway connections, malfunctioning hubs, nodes etc), but Amazon is working 99.999% of the time, so its highly unlikely its a server related issue.

Do you store my credit card information?

No. We never see your credit card information, since it is all handled by PayPal and Google.

What types of payment do you accept?

Anything that PayPal allows, including VISA, MasterCard, American Express, Discover and of course PayPal.

 

Download & Installation


“Can’t get product with specified URL”

The product serial that you received simply needs copied and pasted into the download tool, you need to use the whole serial not just the numbers towards the end.

Example: 8DioAdagioViolinsVol1-Folmann-(12345678-1234-4123-5678-123456789012)

Simply copy and paste your full code into the Download Tool, press enter, and you should be on your way to downloading your library.

My download seems broken.

You may have experienced a corrupt download due to brief loss of internet signal. A fresh download is likely your best option. If in doubt please get in touch.

There’s an unusual amount of strain on my CPU (popping)

Some of our libraries can take a little bit more power than usual. We have Purge buttons on most of our libraries that can reduce the amount of samples or articulations being used at any one time.

Using our LITE patches can also be quite beneficial in reducing the CPU usage on your computer. As the patches with higher voice counts, and more intensive features such as time stretching use more CPU then those without.

So how do I un package the library?

Our download tool will do this for you so you won’t need to unrar anything yourself. The rar files are there purely for back up purposes. Which we strongly suggest you do.

I think I need to re-download

If you have had any problems using your serial or any issues with the download process, you may have to re-download the product again using our Download Tool. Please try again and if the problem persists, contact us and we will be able to assist you.

Can I install this library on an offline computer?

Yes, just download and install the library on a machine that has an Internet connection. Then copy the entire completed library directory to the new computer. You can also move the downloaded rar and/or zip files to the other computer and install them there, following the manual installation instructions included in the pdf manual for each library.

In cases where the library uses a custom UI installer program to install the UI images, you’ll need to run the included UI installer app on the offline machine.

My User Interface (UI) doesn’t look quite right, what can I do?

VEPro BROKEN UI

VEPro and Kontakt are a great workflow combination, but you have to ensure that the VEPro slave is connected to the host (in most cases your DAW of choice), otherwise the scripting and programming engine will not be processed, and may result in misplaced graphics. This can be easily resolved by ensuring that VEPro is correctly connected.

GREY BOXES

If you see a large assortment of grey boxes then it is more than likely that kontakt is having difficulty locating the image references. If the library came with an installer please see below. If not, please ensure that the patch can locate the libraries .nkr file and that you have not been presented by any “missing files” dialogue upon opening the patch.

INSTALLERS

Not all of our libraries come with installers, you can tell if they do by looking in the root directory of the library. If you see an installer folder, please run the installer before opening any of the included patches. This will ensure that the library looks as intended.

To double check the installer has successfully completed, check your Kontakt images resource folder at

My Documents / Native Instruments / Kontakt 5 / pictures / library name

 

 

 

 

I can’t see the library in the Library tab in Kontakt? What can I do?

I can’t see the library in the Library viewer and Kontakt says it can’t load this library when I press the “Add Library” button.

All of our libraries are standard open-format Kontakt library, so you can only load and browse its contents by using the normal “Files” and “Database” views in the Kontakt browser. You can also use the “File” menu button at the top of Kontakt. The “Libraries” tab in the Kontakt browser is only designed for locked “Powered-By-Kontakt” Player libraries. That is a design limitation that Native Instruments decided on in Kontakt.

The “Add Library” feature of Kontakt was designed to work exclusively for “Powered by Kontakt” player libraries. That’s just the way Native Instruments designed Kontakt. You can still quickly browse and load the Liberis Instruments folder using the “Files” tab or by adding it to the “Database” tab in the Kontakt browser.

The advantage in making our libraries open-format instruments is that you have direct access and ability to edit or manipulate the .wavs, which is very important to a lot of users. You also don’t need a serial number or use “Add Library” to install it.  It’s ready to go as soon as you install it and you can use it on any number of computers you own simultaneously.

The Patch is corrupt and cannot be loaded (unknown), what can I do?

That means you need the latest version of Kontakt to load the instrument. Try to go to NI service center and upgrade to the latest version of Kontakt, which should resolve this issue.

Why does it say “Demo” when I load my 8Dio library into Kontakt?

The reason you get “Demo” is because you are using the free player version of Kontakt, which we don’t support. All our products require the full retail version of Kontakt to work.

However, if you are already using the full version of Kontakt, the “Demo”-mode means Kontakt has de-authorized itself due to a registry read/write conflict and reverted to “Player” mode. Below is a short (but thorough) explanation of how to re-authorize your full version of Kontakt.

1. Try logging out of your computer and logging back in as full system administrator with full permissions and all account restrictions turned completely off. That is essential in some cases to allow Kontakt to read/write to your system registry.

2. Make sure you have the full version of Kontakt. If you don’t, you can update it through the NI Service Center and follow the update/installation process it leads you through.

3. Then make sure that all instances of Kontakt or your host sequencer are closed.

4. Next, run Kontakt in stand-alone mode and press the help button at the top of Kontakt. From the drop-down menu, choose Launch Service Center. That will launch the NI Service Center window and allow you to enter your serial code and activate Kontakt. Most likely, you’ll already see your Kontakt serial number entered under the Activation tab if you already fully activated Kontakt when you first installed it. Just press the Activate button at the bottom. Then close the Service Center, close Kontakt and then restart it again.

Kontakt can’t find samples/wallpapers. What can I do?

If you’ve checked to make sure that the .rar file downloaded and extracted fully, then it could just be an error in the expected sample path in the .nki file. To fix this, you can use the “Batch Resave” function in Kontakt to automatically correct the file paths so that you never see that error again. Here’s how to do a batch resave of a Kontakt library.

Go to the File menu at the top of Kontakt. At the bottom of the drop down list that appears when you click on it, you’ll see “Batch Resave” as the last option on the list. Press that and then when the browser window pops open, navigate to the main folder of the instrument you’re having trouble with and press OK. It will scan the .nki files in the library to see if any samples are missing or have been moved. Then, when it asks you where the missing samples are after a few minutes, just navigate back to the same main library folder and press OK again. It will take over from there and resave all of the .nki files with the new proper file paths.

This is a useful trick to know if you ever move Kontakt libraries around or ever see that error with any library. Most of the time, Kontakt just needs to re-search for the proper file paths to the samples and then resave those paths into the .nkis so that it remembers where to look from then on.

How can I access my 8Dio library in Kontakt?

Please use the normal Kontakt Browser (upper left) and find the .nki files through it (depending on where you have placed the folder on your hard drive). The advantage of making our libraries open-format instruments is that you have direct access and the ability to edit or manipulate the .wav files, which can be very important to a majority of users. Another popular workflow method is to use Kontakts “Quick – Load” feature. This allows you to quickly recall your favourite patches by simply right clicking anywhere within the Kontakt workspace.

When I load the library into Kontakt I get a “Samples Missing” error, what can I do?

If this is solved when you browse for the folder or files, you can save the patch and it will remember where the proper location is.

I am trying to add multiple items to the cart – but they don’t show up?

We recommend you use the latest version of Firefox/Mozilla, which will give you to optimal shopping experience. Unfortunately some versions of Safari and Internet explorer are having issues remembering items in the cart.

 

Licensing


I am a part of a music production company. Can we share a single license between multiple composers?

The long answer is: “No”, however we do offer group discounts to music production houses and educational institutions. Please contact us at info@8dio.com with your specific request and needs.

I would like to publish, distribute or resell your products. What’s the deal?

We are open to discussing publishing deals, however we do require detailed marketing plans and marketing budgets for all virtual distribution partners – meaning numbers and financials. Please contact us at info@8dio.com if you are interested in representing- and investing into marketing, publishing and distribution for 8DIO.