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?

With Nexus2, OS isn't really part of the equation. It solely depends on your host.

Nexus2 is available in both a 32-bit version and a 64-bit version. If you have a 32-bit host (like Ableton Live or FL Studio), you will need to install the 32-bit version of Nexus2.

If you have a 64-bit host software program, we recommend installing the 64-bit version of Nexus2.

With regard to our other plug-ins aside from Nexus2 (Vanguard, quadraSID, etc.), these are available in 32-bit only. Keep in mind, however, that most 64-bit host software programs (such as Cubase & Logic) provide a bit-bridge that will allow you to use these 32-bit plug-ins in your 64-bit host.

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'?

All Nexus2 owners who purchased in 2011 or later will find these expansions included automatically when they install the factory content from their installation DVD.

Customers who purchased Nexus2 at any point from 2008 to 2010 will need to do the following:

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 2.4.2. When downloaded, double-click the file to install Nexus2.4.2.

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 When I update to a newer version of Nexus2, do I need to uninstall the previous version?

No, this is not necessary. In order to avoid deleting crucial files, please do not uninstall Nexus2 before installing an update. You can simply install the update over the old installation, which will overwrite the previous version of Nexus2.

PLEASE NOTE: If you are using Windows, please be sure to install the update to the same path as the previous version, so that the older file is overwritten.

2.9 Is Nexus2 a hardware synthesizer?

No, Nexus2 is not a hardware synthesizer. Nexus2 is available as a software plug-in only - no hardware device exists. The image shown on the Nexus2 homepage is an artist's rendering.

2.10 I want to get started with Nexus2 right away. Can I download and use Nexus2 without waiting for the physical shipment?

Nexus2 requires the use of the Steinberg USB eLicenser, so this will only be possible if you own a USB eLicenser already. If you have access to a Steinberg USB eLicenser already, simply order Nexus2 normally, and then contact us immediately through our ticket system to let us know that you don't require a physical shipment. We will be able to provide you with a download link for the Nexus2 ISO file (the same information that is provided on the installation DVD), and reimburse you for your shipping fees in the form of store credit.

All necessary download links and activation codes will be provided through your account's purchase history.

2.11 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.

2.12 Do I always need to have my USB eLicenser inserted when using Nexus2?

Yes, you will need to have the USB eLicenser containing your Nexus2 license inserted in order to use Nexus2. Nexus2 will not work if its license is not present.

Please do not remove your USB eLicenser while Nexus2 is in use, or attempt to open Nexus2 without the eLicenser plugged in. Doing so will cause Nexus2 to crash, and may corrupt your project data.

2.13 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.

2.14 Do I need a new activation code when re-installing Nexus2 / installing on a new computer?

No, you will not need a new activation code. Your Nexus2 activation code is for the one-time download of your Nexus2 license; once your license has been downloaded, it remains on your USB eLicenser.

When installing Nexus2 on a new computer, install normally, skipping only the step where you would enter your activation code to download your Nexus2 license. Instead of doing this, simply insert the USB eLicenser that already contains your license.

Keep in mind that although you can use Nexus2 on multiple computers, you cannot use a single Nexus2 license on multiple computers simultaneously.

2.15 My computer doesn't have a disc drive. Can I still install Nexus2?

Not a problem. Once you've purchased Nexus2, you can contact us through our ticket system, and request a download link for the Nexus2 ISO file. The Nexus2 ISO file can be used for installation in place of the Nexus2 installation DVD.

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.

3.2 How do I use Vengeance samplepacks?

Vengeance samplepacks contain samples in the form of WAV files. Once the samplepack has been downloaded, you can simply load the WAV files into your host software.

For information on how your specific host software program handles WAV files, please consult the user's manual for your host software.

3.3 Can I load Vengeance samplepacks into Nexus2?

No, this isn't possible. Vengeance samplepacks are not intended as Nexus2 expansions, and cannot be loaded into Nexus2.