Support
Most Frequently Asked Questions
Below is an overview of the most frequently asked questions for a number of topics.
+ Symphobia 1 version 2.0 F.A.Q.
+ True Strike 1 version 2.0 F.A.Q.
+ The Free Orchestra
What is The Free Orchestra?
The Free Orchestra offers a solid gigabyte of free, cinematic sounds taken directly from ProjectSAM’s acclaimed libraries, ranging from orchestral string staccatos and brass clusters to symphonic percussion and dystopian sound design. Throughout 2019, we released one free instrument each month. In early 2020, we re-released The Free Orchestra, combining all instruments into one package and adding new instruments and Kontakt Player compatibility.
Where do I get The Free Orchestra?
Visit The Free Orchestra product page and click the Get Now button.
Do I need a challenge code for The Free Orchestra?
No. If you get The Free Orchestra directly from the product page, it will be available from your account immediately right underneath the registration field, including your serial number.
Do I need the buy Kontakt in order to use TFO?
Not anymore! The 2020 re-release of The Free Orchestra comes with a Kontakt Player license, which means you don't need any paid software to use it.
Which version of Kontakt (Player) do I need?
You need Kontakt (Player) version 6.2.1 or higher to load The Free Orchestra.
I've updated Kontakt (Player), but I still get an error that my version of Kontakt is too old. Why?
This may have one of the following causes:
- The VST plug-in of Kontakt (Player) may be a lower version than the standalone application of Kontakt (Player). Check if TFO does work in the standalone application. If it does, please make the VST plug-in is updated to the latest version as well. For this, a re-install may be required, which you can do from Native Access.
- It could be that you have both Kontakt (Player) 5 and Kontakt (Player) 6 installed and are accidentally trying to load TFO into Kontakt (Player) 5.
- Native Access may have updated your Kontakt (Player) to the latest version compatible with your operating system. This could be a lower version than the required 6.2.1. You may have to update your OS first. For example, if you are still on macOS 10.11, you cannot update to 6.2.1. Check the OS requirements for the required Kontakt (Player) version 6.2.1.
Do I need to activate The Free Orchestra?
Yes, you need to activate the 2020 re-release of The Free Orchestra using your serial number. You can find this serial number in your account, in the same spot as where you downloaded the library.
If you don't activate, the library will run in demo mode and will time out after some time.
I already have some TFO instruments. Should I get the 2020 re-release?
Yes! Not only will you get new presets, Multis and NKS support, you will also be able to add the library to Kontakt's library browser for easier navigation. You can safely keep using the old TFO instruments alongside.
I need help installing TFO. Where can I find detailed instructions?
Please check the installation instructions listed in your ProjectSAM account. They cover every step of the installation process.
+ Colours: Adaptive Runs
What version of Kontakt is required for Adaptive Runs?
Adaptive Runs requires Kontakt or Kontakt Player 6.4.2.
Which macOS version is required for Adaptive Runs?
Adaptive Runs requires macOS 10.12 or higher, for this is the requirement for Kontakt 6.4.2.
Do you offer a loyalty discount for existing users?
No loyalty discounts are currently available for Adaptive Runs.
+ Symphobia 4: Pandora & Pandora Core
What is the difference between Pandora and Pandora Core?
Pandora offers full content in 5 mic sets. Pandora Core offers essential content in 1 mic set. Functionality is the same. Watch our comparison video or visit the comparison page for more information.
What version of Kontakt is required for Pandora (Core)?
The full version of Pandora requires Kontakt or Kontakt Player 6.2.1. Pandora Core requires Kontakt or Kontakt Player 6.2.2.
Which macOS version is required for Pandora (Core)?
Pandora (Core) requires macOS 10.12 or higher, for this is the requirement for Kontakt 6.2.
Can I download Pandora (Core) from Native Access?
- The full version of Pandora can be downloaded from Native Access. After registering your product serial number in Native Access using your Native Instruments login, you are able to download Pandora from inside Native Access.
- Pandora Core cannot be downloaded from Native Access. It can be downloaded using the ProjectSAM Downloader or direct link.
Is there a boxed version of Pandora?
There is no boxed version of Pandora. If downloading the library is not an option for you, please contact us for a custom solution.
Do you offer a loyalty discount for existing users?
We offer loyalty discounts for existing users to the full version of Pandora. Check the product page for more information.
Can I upgrade from Pandora Core to Pandora?
Yes you can! The full amount that you paid for Pandora Core (ex VAT), minus an administration & handling fee of € 30 (ex VAT) / $ 35, counts as a discount towards the full version of Pandora (ex VAT). This includes Core orders purchased through third party retailers (invoice required). ProjectSAM will take back your Core license and provide you with a new license for the full version of Pandora, including a new serial number. Please contact us using the form below for more information.
+ Downloading, updating & installation
How do I download your libraries?
A selection of our libraries can be downloaded directly from Native Instruments' Native Access app. This has the added benefit that the library will be automatically activated and added to Kontakt and Komplete. All of our libraries can also be downloaded using the ProjectSAM Downloader app or direct link. For each of your registered libraries, the download options are listed in your account.
Still unsure? Visit the How to Download & Install page
How do I update your libraries?
The following libraries can be conveniently updated from Native Instruments' Native Access app:
- Symphobia 4: Pandora (full version)
- Symphobia 3: Lumina
- Symphobia 2
- Symphobia 1
- Symphobia Colours: Animator
- Symphobia Colours: Orchestrator
- Swing More!
- Swing!
For all other libraries, a dedicated ProjectSAM Updater app can be used. For each of your registered libraries, the update options are listed in your account.
Native Access is not showing any updates. What do I do?
If you are sure an update should be available and the library is listed above, please check if your version of Kontakt meets the requirement for the update in question. Native Access only shows updates that are supported by the currently installed versions of your Native Instruments software.
Still unsure? Visit the How to Update page
+ Registration & licensing
Do you I need to register my library using a challenge code?
You only need to register your library using a challenge code if you either a) purchased the library from a third party retailer or website or b) ordered the boxed version of the library. In all other cases, your library will be automatically registered to your account with a serial number assigned.
Still have questions about registration? Visit Registration F.A.Q.
Do you offer educational discounts?
Yes. We offer a 20% educational discount to qualifying students and teachers.
Still have questions about EDU? Visit Education discount F.A.Q.
Do you allow license transfers?
Yes. You are allowed to sell your ProjectSAM library to another individual under certain conditions. For this, a license transfer is required.
Still have questions about licenses? Visit Licenses F.A.Q.
+ Getting started
First-time Kontakt user? Know Kontakt, but just installed your first ProjectSAM library? These resources will help you get started.
Getting started: Kontakt basics
Getting started: Library basics
How to formulate a support ticket
We understand. You need some help, but you also want to quickly continue working. However, do consider that support tickets that just say "it doesn’t work please help!" or "can’t download!" take up unnecessary time for both of us.
Read these tips on how to formulate a support ticket, so that we can try to give you a complete solution in one, single response. This way, you can get back to writing music, while we can continue developing new sounds for you!
Contact ProjectSAM
Still need help? Please click the (?) Help button in the bottom-left corner of this page to get in touch with us.
It is our aim to respond to all messages within 24 hours on business days.
Please note that we are based in The Netherlands, Europe, CET (GMT+1).
Alternatively, you can also e-mail us directly.