Support

1. General

1.1 My email address has changed - what now?

Please log on to your account, open a ticket and include your order number, your old email address, and your new email address. Your details in our database will be updated asap.

You can also create a new account first and then issue a support ticket.

1.2 I need my licenses / serial numbers re-sent.

Log on to your account to find an overview of your order history. This is where you can download your licenses and the latest versions of the products you have purchased.

1.3 Do reFX plug-ins work with Vista / Windows 7 64bit?

The OS isn't really part of the equation. It solely depends on your host.

1) If your host is 32bit (yes, you can run 32bit programs in a 64bit OS) then all 32bit plug-ins will work fine.

2) If your host is 64bit then 32bit plug-ins will work if the host-vendor implemented a bit-bridge. Currently Cubase 4/5 and Sonar 5-8 provide bit-bridges. We've tested with Cubase 4.5 and Cubase 5 and had no problems whatsoever.

1.4 I do not want to receive your newsletter any more. What to do?

Either click on the link located at the end of each newsletter or log on to your account, then click on 'Preferences' and un-check the box next to 'Newsletter'.

1.5 My order history, when logged on at reFX.com, is incomplete.

You probably used multiple email addresses for placing your orders and so multiple user accounts have been created. Try entering another email address when logging in.

To have your accounts merged, please log on to your account and open a ticket.

1.6 I would like to change the password for my reFX customer account.

Unfortunately, changing the password is not possible - yet. Any news will be posted on reFX.com, in this FAQ, and it will also be mentioned in newsletters.

1.7 My question is not answered here - how can I contact reFX support?

If your question is not answered here, please register or log on to your account to open a ticket and provide the following information:

- your full name
- your order number (if at hand)
- the name and the version number of the product you are referring to
- your OS (XP, Vista, Leopard, Tiger) and your host software

Please describe the problem you have encountered as detailed as possible. A ticket saying only "it doesn't work" doesn't help us to help you.

2. Nexus2

2.1 How do I obtain the software (NEXUS2)?

The NEXUS2 installer DVD and an empty dongle are sent to you via FedEx (International Priority). You receive a dispatch notification providing a tracking number via email. Delivery times are

- North America: 2 - 3 business days
- Europe: 2 - 3 business days
- anywhere else: up to 5 business days

If you haven't received the DVD after the delivery times mentioned above, please log on to your account and open a support ticket.

The activation code to download the license to the dongle is listed in your order history.

2.2 Does the iLok dongle work as a substitute for the USB eLicenser / Steinberg Key?

Unfortunately, iLok and eLicenser are not compatible. If you want to run NEXUS2, you need a USB eLicenser, also known as Steinberg Key (it is a piece of hardware looking like a USB stick).

The dongle is included with every order of the full version of NEXUS2.

2.3 How can I import expansions in Nexus2?

1. Locate the download links for your expansion and its license file in your order history.

2. Download the expansion (.nxp file) and the license (.key file) using a download manager and save both files on your desktop.

3. Start NEXUS2, click on 'sys' and then on 'desktop'. NEXUS2 automatically imports all compatible data found on your desktop. Done.

2.4 When importing expansions, I receive an error that the licenses are missing.

Please make sure that the licenses for the expansions (.zip files) are located on your desktop. Those .zip files are attached to the emails containing the download links for the expansions (.nxp files).

If those .zip files are located on your desktop and you still receive the same error message, it is because of faulty write permissions of the folder 'Nexus Content'.

1. Check whether the folder 'Nexus Content' is located in a system folder; i.e. in /applications, /users, /library, or /program files. If it is, move the whole folder anywhere else. Start Nexus2 and the plug-in scans your HDD for the new path to the content automatically. When done, import the expansions.

2. If the error persists, try the following:

On a Windows pc, make sure you are logged in as admin, right-click on the folder 'Nexus Content', go to 'properties', and check that the permissions are set to 'read and write'.

On a Mac, follow the steps described in this pdf to set the permissions to 'read and write'.

2.5 How can I download the free Nexus2 expansions 'TV Movie Game', 'ROM Ext.', and 'Dance Vol.2'?

Click on 'login' in the top right corner of this page. Enter the email address you used for placing your order for Nexus2. If you do not know your password, click on 'Forgot your password?' and it will be sent to your registered email address.

When you are logged on, you see an overview of your order history. You find download buttons for all free expansions (Dance Vol.2, ROM Extension, and TV Movie Game) below your Nexus2 serial number.

Download the files using a download manager and save them to your desktop. Start Nexus2, click on 'sys', then on 'desktop' to import them.

2.6 When loading certain presets, there is an error message that the product is unknown.

Please make sure that the two free expansions, 'Dance Vol.2' and 'ROM Extension', are imported (i.e. listed in Nexus2). New expansions rely on samples from these expansions to be present. If those samples can't be found, that error message is triggered.

For details on how to obtain those free expansions, please refer to question 2.5.

2.7 When (re-) installing Nexus2 on Snow Leopard, a message says the OS is too old.

The eLC on your installer DVD is outdated - it doesn't recognize Snow Leopard and cancels the entire installation.

To install Nexus, please follow these steps:

1. Download and install the latest version of the eLC:

2. Connect the dongle containing your Nexus2 license.

3. Log on to your user account ('login' in the top right of this page). Click on 'Account' and look for the entry for Nexus2. Click the button labeled 'OSX' to the right of that entry to download Nexus 2.2.1. When downloaded, double-click the file to install Nexus2.2.1.

4. Copy the folder 'Nexus Content' from the installer DVD to your HDD. Do *not* copy it to a system folder, though; i.e. do *not* copy it to desktop, users, applications, library, or program files.

5. Start your host, load Nexus2, and the plug-in detects the location of the content automatically.

2.8 What happens if the USB dongle containing my Nexus2 license is damaged?

Very important:
Do *not* throw away the broken dongle.

Depending on whether other licenses are stored on the dongle, you'll need to ship the broken dongle to reFX or to Steinberg. For further information, please log on to your account and open a support ticket.

2.9 I'd like to try out Nexus2 before I buy - is there a demo version?

Yes, there is a demo version of Nexus2 available, which will allow you 16 hours of Nexus2 use. Please note that this demo requires a USB eLicenser, which you will have to provide yourself. If you have an eLicenser available, and would like to try out the Nexus2 demo, please open a support ticket and request that a demo version of Nexus2 be sent to you.

If you decide that you'd like to upgrade to the full version of Nexus2 after using the demo, you will only need to make the purchase and then use your new activation code - which will be added to your purchase history - to download the full license. No additional installation needs to be performed; simply using the full license instead of the demo license will be sufficient.

3. Other Products

3.1 How do I load my soundbanks in Vanguard / quadraSID?

Load up the plug-in in your host software, and click on the 'load bank' button. In the window that pops up, please navigate to the location of the soundbank, select the soundbank, and click on 'OK'. The soundbank will then be loaded into your plug-in.