Support

As most modern companies, we've decided to replace email support with a ticket system. Customers can log on to their account and can submit support tickets without using email. To submit a ticket, log in to your account and then click on 'submit a ticket' below.

For pre-sale questions, please create an account first.

Submit a ticket
Outside business hours
Adam
AdamCustomer Support
Eva
EvaOwner
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Frequently Asked Questions [FAQ]

The FAQ aims to answer in a very clear and concise manner the most common questions people have about our products. If you don't find the answer to your question here, please submit a ticket.

1. General

1.1 How to change my e-mail?
1.2 I need my licenses / serial numbers re-sent.
1.3 Do reFX plug-ins work with Vista / Windows 7 / 8 / 10 64-bit?
1.4 I do not want to receive your newsletter any more.
1.5 My order history is incomplete.
1.6 I would like to change the password for my reFX customer account.
1.7 My question is not answered here - how can I contact reFX support?
1.8 How do cross-selling discounts work?

2. Nexus

2.1 How to buy?
2.2 How long does delivery take?
2.3 Can I use an iLok dongle instead of the USB-eLicenser / Steinberg Key?
2.4 How to import expansions?
2.5 I updated, and my expansions stopped working.
2.6 When I import my master key file, I get the error message "wrong serial".
2.7 How to download the free Nexus2 expansions 'Dance Vol.2', 'ROM Ext.' etc.?
2.8 When loading presets, an error message says that the product is unknown. What to do?
2.9 When (re-) installing Nexus2 on Snow Leopard (or later), a message says the OS is too old.
2.10 How do I update?
2.11 When I update, do I need to uninstall the old version of Nexus2?
2.12 Is Nexus2 a hardware synthesizer?
2.13 Can I download and use Nexus2 without waiting for the physical shipment?
2.14 What happens if the USB dongle containing my Nexus2 license is damaged?
2.15 Do I always need to have my USB-eLicenser inserted when using Nexus2?
2.16 I'd like to try out Nexus2 before I buy - is there a demo version?
2.17 Do I need a new activation code when re-installing Nexus2 / installing on a new computer?
2.18 How can I install Nexus2 without the DVD?
2.19 Can I use Nexus2 expansions without owning Nexus2?
2.20 Where can I buy Nexus2?

3. Other Products

3.1 How do I load my soundbanks in Vanguard / quadraSID?
3.2 How do I use Vengeance samplepacks?
3.3 Can I load Vengeance samplepacks into Nexus2?

1. General

1.1 How to change my e-mail?

Open a ticket and tell us your new e-mail address.

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

Log on to your account to find an overview of your order history. You can download your products there.

1.3 Do reFX plug-ins work with Vista / Windows 7 / 8 / 10 64-bit?

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 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.

Other plug-ins aside from Nexus2 (Vanguard, quadraSID, etc.) are available in 32-bit only. 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.

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

1.5 My order history is incomplete.

You may have multiple customer accounts. To have your accounts merged, please open a ticket.

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

Visit the login page and click on 'Forgot your password?'. Then follow the instructions on screen.

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

If your question is not answered here, please open a ticket and explain your problem.

1.8 How do cross-selling discounts work?

When you buy one of our plug-ins (Nexus2, Vanguard, etc.), you will be given the opportunity during checkout to purchase related expansions in the same order, at a discount. When you buy an expansion, soundset or samplepack at full price, you will have the opportunity to buy any related item (from the same family of products) of equal or lesser value at a discount, provided that it's bought in the same transaction.


2. Nexus

2.1 How to buy?

  1. On the Nexus2 homepage, click on the 'Buy now' button.
  2. Enter your payment information and follow the on-screen prompts to complete the order.
  3. Once your payment has been received, your products will be added to your account automatically, and your physical shipment (if applicable) will be mailed as soon as possible.

2.2 How long does delivery take?

Physical shipments are sent via FedEx Express. Delivery time depends on your location:

North America & Europe: 2-3 business days All other locations: Up to 5 business days

2.3 Can I use an iLok dongle instead of the USB-eLicenser / Steinberg Key?

iLok and eLicenser are not compatible. Nexus2 requires the Steinberg USB-eLicenser specifically. An USB-eLicenser can be ordered with every order of Nexus2.

2.4 How to import expansions?

Nexus2 now uses a single master key file for all expansions that you've purchased.

  1. Visit the account history of your reFX.com account.
  2. If you haven't already, download the latest update to Nexus2 (version 2.7.2), and run the installer.
  3. In your account history, click on the yellow 'Master Key' button to download your master key file. Click on the 'Download' buttons for the expansions you want to import.
  4. Place the master key file and your expansion files on your desktop.
  5. Load Nexus2.
  6. Click on the 'sys' tab in the Nexus2 GUI.
  7. Click on the 'desktop' button near the bottom of the central screen.
  8. Your master key file will be imported. Your expansions will now work in Nexus2 version 2.7.2 and up.

2.5 I updated, and my expansions stopped working.

We've switched licensing systems. Instead of individual licenses, there is one master key file. Follow these steps to import your licenses:

  1. Check your profile page page, and make sure that you've provided us with your eLicenser serial number (the numbers shown before the dash, in the eLicenser Control Center). If not, enter your eLicenser's serial number, and click on the green 'update' button.
  2. On your account page, click on the yellow 'Master Key' button to download your master key file.
  3. Place the master key file on your desktop.
  4. Load Nexus2.
  5. Click on the 'sys' tab in the Nexus2 GUI.
  6. Click on the 'desktop' button near the bottom of the central screen.
  7. Your master key file will be imported. Your expansions will now work.

2.6 When I import my master key file, I get the error message "wrong serial".

This means that you haven't provided us with your eLicenser serial number yet, or the serial number listed in your account is wrong.

On your profile page, check to see which serial number is listed.

If no serial number is listed, please enter your serial number and click 'Update'. Your serial number is the 5 - 7 numbers associated with your eLicenser in the eLicenser Control Center. Enter the numbers shown before the dash only.

If a serial number has been listed, but it's wrong, open a support ticket and tell us your correct serial number.

2.7 How to download the free Nexus2 expansions 'Dance Vol.2', 'ROM Ext.' etc.?

On your account page, you will find download buttons for all free expansions below your purchase of Nexus2.

Download the files and place them on your desktop. Load Nexus2, click on the 'sys' tab, then on 'desktop' to import them.

2.8 When loading presets, an error message says that the product is unknown. What to do?

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

For details on how to obtain those free expansions, please refer to question 2.7.

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

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

To install Nexus, please follow these steps:

  1. Download and install the latest version of the eLicenser Control Center
  2. Connect the USB eLicenser containing your Nexus2 license.
  3. On your account page, click on 'OSX' or 'Windows' beside where Nexus2 is listed to download the latest version of Nexus2. Double-click the installer and follow the on-screen prompts to install Nexus2.
  4. Copy the folder 'Nexus Content' from the installer DVD to your hard drive. Copy this to the root of the hard drive. DO NOT place it in any sub-folder (Program Files, Applications, Library, etc.).
  5. Load Nexus2. When prompted to locate the factory content, click on 'manual', then navigate to and select the newly copied 'Nexus Content' folder.

2.10 How do I update?

Download the latest update to Nexus2 from your account page. Click on either 'OSX' or 'Windows' to download the correct version for your system.

Double-click the installer to run it. Follow the on-screen prompts to install the update.

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

2.11 When I update, do I need to uninstall the old version of Nexus2?

No, this is not necessary. Do not uninstall Nexus2 before installing an update. Simply install the update over the old installation, which will overwrite the previous version of Nexus2.

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

2.12 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.

2.13 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 opt out of the physical delivery when placing your order.

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

2.14 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.

2.15 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.

2.16 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.

2.17 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.

2.18 How can I install Nexus2 without the DVD?

A download link for the Nexus2 ISO file is provided through your purchase history. The Nexus2 ISO file can be used for installation in place of the Nexus2 installation DVD.

2.19 Can I use Nexus2 expansions without owning Nexus2?

No - you cannot use Nexus2 expansions without first purchasing and installing Nexus2 (the plug-in itself). These expansions are simply intended to add new sounds to your existing Nexus2 library, and can not be used on their own.

2.20 Where can I buy Nexus2?

Nexus2 can only be purchased online from reFX Audio Software Inc. on our website https://refx.com


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.