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  4. [SOLVED] I'm New here - need help please.

  • [SOLVED] I'm New here - need help please.

    P
    P

    I recently bought my first VSL products and have problems with installation.  I do not see any "Help" link on the website so I'm starting here.  If anyone knows where there is an official customer help service I will welcome you pointing me to it.

    Here's my problem.

    I've got the Synchron Library hard drive.  I've registered my licenses through the Licence Manager and I've tried to install part of the library, using the Installer.

    I get the message saying the products have been installed successfully and I have restarted my DAW (Logic Pro).

    I do not, however, see the newly installed products in the Synchron Player "Preset" list.

    They ARE listed in the "Database", but nothing in the available instrument list.

    I have previously installed Vienna Smart Orchestra and that is successfully installed and shows up in the preset list.

    Can anyone suggest what I may be doing wrong?

    Thank you.

    Paul B.

    Image

    Image
  • PaulP
    VSL Team
    PaulP
    last edited
    last edited

    Welcome pkbran,

    You can always contact us via support@vsl.co.at

    Which data is contained in the folders on your harddrive. Could it be that this is "only" the installation data (containing *x and *.y data)? Where did you order that drive?

    Best,
    Paul

    Paul Kopf Product Manager VSL
  • bbeliusB
    bbeliusB
    last edited
    last edited

    Hi Paul,

    sorry, how to fix that, but I can answer your first question:

    @pkbran said:

    I do not see any "Help" link on the website so I'm starting here.  If anyone knows where there is an official customer help service I will welcome you pointing me to it.

    You can contact the official VSL support via support@vsl.co.at

    This is a user-forum, but you will still often see Paul or other members of VSL answering questions here.

    Best, Ben

    Ben@VSL | IT & Product Specialist
  • P
    P

    Hi, and thanks for the support link.  Shame it is not highlighted more prominently on the site.

    I purchased the drive directly from VSL at this site.

    The product was installed through the recommended app, Synchron Library Installer, so I have assumed it has done whatever it needs to do for a correct installation - and I received the final message saying installation was successful.  I've attached a screenshot of the files.

    Paul B.

    Image
  • PaulP
    VSL Team
    PaulP

    Hi Paul, 

    That HD we are shipping is "only" a transportation device, then, to save your the time to download. It is a slow drive with 5400 rpm, amd you need to extract the data to have it available on your system (preferrably on a SSD drive, for best streaming performance with the many mics that come with Synchron Strings I). 

    Seems like you only installed the additional microphones (MULTI), not the stereo microphones. 

    Please install the Stereo microphones as well, then you will see the files in your Synchron Player. 

    Let's talk performance next :-)

    Best,
    Paul

    Paul Kopf Product Manager VSL
  • P
    P

    OK - I've got it now.  All working.

    Thanks for your help.

    Paul B.