Troubleshooting

On macOS 10.13 High Sierra and newer, it’s possible that AU plug-ins don’t show up in your host software immediately after installation. In such a case, please completely reboot your Mac once. The next time you launch your host, the new AU plug-in/s should finally show up.

Host applications cache plug-ins so they can load faster and avoid re-scanning every plug-in on startup. The exact procedure required to clear the cache depends on which host application you use. You will probably need to clear your host’s plug-in cache. Don’t worry, all your plug-ins will be re-scanned and available afterwards.

Here are some examples:

Apple Logic Pro X

On macOS versions prior to 10.13 High Sierra, try this first:

• Go to Preferences > AU Manager
• Select the u-he plug-in(s)
• Select Reset & Rescan

If that does not work, quit Logic and try this next:

• Go to /Users/*YOUR USERNAME*/Library/Caches/AudioUnitCache/
• Delete the file com.apple.audiounits.cache
• Restart Logic

Cockos Reaper

Try this first:

• Go to Preferences > Plug-Ins > VST
• Select Clear cache / re-scan

If that does not work, quit Reaper and delete the following files:

• Mac, in ~/Library/Application Support/REAPER/:
  • AU: reaper-auplugins-bc.ini
  • AU: reaper-auplugins64-bc.ini
  • VST: reaper-vstplugins.ini
  • VST: reaper-vstplugins64.ini
• Windows, in C:\Users\*YOUR USERNAME*\AppData\Roaming\REAPER\VST\:
  • reaper-vstplugins.ini

After deleting the files restart Reaper.

Ableton Live

Go to Preferences > File/Folder > Plugin Sources and do the following:

• Turn on Use Audio Units and/or Use VST Plug-In System Folder

If they were already turned on, then do a deep rescan by holding down the ALT key and clicking Rescan.

AVID Pro Tools

Depending on the combination of operating system and Pro Tools version you are using, you will have to delete these files by hand:

• macOS with Pro Tools 11+:

  • Macintosh HD/Users/*YOUR USERNAME*/Library/Preferences/Avid/Pro Tools/InstalledAAXPlugIns
  • Macintosh HD/Users/*YOUR USERNAME*/Library/Preferences/Avid/Pro Tools/Pro Tools Prefs

• macOS with Pro Tools 10.3.6+:

  • Macintosh HD/Users/*YOUR USERNAME*/Library/Preferences/DAE Prefs If you can not find the Library folder inside your user path, please see Q: Where do I find the user Library folder?

• Windows with Pro Tools 11+:

  • C:\Users\*YOUR USERNAME*\AppData\Roaming\Avid\Pro Tools\InstalledAAXPlugIns
  • C:\Users\*YOUR USERNAME*\AppData\Roaming\Avid\Pro Tools\Pro Tools Prefs.ptp
  • C:\Users\*YOUR USERNAME*\AppData\Local\Temp\AAX

• Windows with Pro Tools 10.3.6+:

  • C:\Users\*YOUR USERNAME*\AppData\Roaming\Avid\Pro Tools 10
  • C:\Users\*YOUR USERNAME*\AppData\Local\Temp\AAX
  • C:\Program Files (x86)\Avid\Pro Tools\DAE\DAE Prefs

Steinberg Cubase

Try this first:

• Go to Devices > Plug-In Information
• Select Update Plug-In Information

If that does not work, quit Cubase and delete the following files:

• macOS: in ~/Library/Preferences/Cubase/
  • VST: Vst2xBlacklist Cubase.xml
  • VST: Vst2xPlugins Cubase.xml
  • VST: VstPlugInfo.xml
• Win: in C:\Users\*YOUR USERNAME*\AppData\Roaming\Steinberg\Cubase\
  • VST: Vst2xBlacklist Cubase.xml
  • VST: Vst2xPlugins Cubase.xml
  • VST: VstPlugInfo.xml

After deleting the files restart Cubase.

This can either be a file permission issue or the result of moving parts of the plug-in’s files after the installation.

If you haven’t touched any of the plug-in’s files or folders after the installation, then check the entry for solving file permission issues.

If you did manually move files or folders to other locations after the installation of the plug-in, then it’s possible that the plug-in can’t find its data directory anymore, that’s where the graphics, presets etc. are located.

On Windows, our plug-ins consist of:

• the actual plug-in file (e.g. Diva.dll)
• a separate data directory (e.g. Diva.data)

That’s all. If the data directory isn’t in the same location as the plug-in, then a shortcut file is created by the installer to direct the plug-in to the actual location of the data directory (the shortcut will have the same name as the folder it points to).

So if you move the plug-in file somewhere else, it doesn’t know where to look for the data directory anymore because no data folder or shortcut can be found in the plug-in’s new location. You can manually create a shortcut to the data directory’s location, but even that doesn’t always solve the issue (Windows 10 especially).

To solve this, remove the plug-in and its data directory again (see HERE for details), then decide on the actual final install locations for these elements and re-install. The plug-in’s install path should be where your DAW will look for plug-ins, check your DAW’s Options/Preferences or manual to learn more. For the data directories of our plug-ins, we generally recommend this install path:

C:\Users\*YOUR USERNAME*\Documents\u-he\

If you already have a different path where you have other u-he products’ data directories installed, use that one instead.

Important:
The data directory needs to be in a location where access isn’t restricted, so keep it outside of any of the Program Files or ProgramData paths!

An intermittent crackling sound is the demo limitation for all our commercial plug-ins, except for Zebra2. After a few minutes of use, unregistered demo installations of our plug-ins will start occasionally playing back a vinyl-like static sound, roughly 5 seconds every 30 seconds.

Zebra2 uses a different demo limitation: after about 15 minutes of use, it will start playing quasi-random notes, instead of the notes you send to it. The notes Zebra2 plays are restricted to C-E-B-R-A, where R stands for a randomly chosen note.

The demo limitations can be removed by authorizing the plug-in installation with your registered name and purchased serial number.
See: Q: How do I remove the demo limitation?

This is usually due to an unwanted MIDI assignment (or MidiLearn). This means the knob (or control) in question was accidentally linked to a MIDI encoder, and is now constantly reset to the MIDI encoder’s value upon transport change or reset.

For newer plug-in versions with dedicated Configuration section (look for a cogwheel icon in the upper right corner of the plug-in interface), click on the cogwheel, select the MIDI Table page and look for unwanted MIDI assignments, delete if necessary.

For old plug-in versions without the dedicated Configuration section, you can remove unwanted MidiLearn-ed parameters by right-clicking the knob (or control) and selecting MidiUnLearn.

Tip: You can remove all MidiLearn-ed controls at once by deleting the file which saves all MIDI assignments.
On Mac OS X, you can find this file here: ~/Library/Application Support/u-he/com.u-he.PLUGINNAME.midiassign.txt.
On Windows, the location of this file depends on which install path you chose for the Data directory. If you are not sure, use Windows’ file browser (Explorer) and its search function to look for PLUGINNAME.data, like Diva.data or Zebra2.data. In there you will find a subfolder named Support which contains the file you need to delete: com.u-he.PLUGINNAME.midiassign.txt.

For more info on our recommended install paths, see this FAQ article.

You can, but you will need to draw a MIDI control change (CC) curve in the MIDI clip to accomplish this, not an automation curve.

The reason for the separate methods has to do with the original MIDI definition from the 1980s. Mod wheel, pitch bend, aftertouch and others are are assigned a MIDI CC as they are performance controls and are recorded into the same MIDI clip as the MIDI notes. Automation came later with DAWs and plug-ins when people wanted to manipulate plug-in parameters inside their host applications. Automation does not use MIDI CC for the parameter changes.

Having mod wheel and pitch wheel automation would be redundant and possibly create conflicts if you drew curves using both options.

Please refer to your DAW/host help documents for information on creating MIDI CC curves for the mod wheel and pitch wheel.

This is due to the Magic Mouse’s built-in inertia. The scrolling action continues for a little while after you stop actively moving the scroll wheel. The result is, if you move the cursor over an on-screen control, start to scroll, then move the cursor over a different control, the newly selected control will automatically start changing.

You can avoid this by not taking your finger off the scrolling area (forcing the scroll gesture to halt immediately), or by turning off your Magic Mouse’s inertia option.

The inertia can be turned off in the Universal Access section of Mac OS X’s System Preferences. You can find instructions on how to disable it here.

A bug exists in the Windows VST2 version of Presswerk 1.1.0 (and earlier) which affects cross-platform compatibility. This bug causes some host applications to fail to load Presswerk when opening projects created on different operating systems.

Please read this web page for an outline of the problem and the options to restore cross-platform compatibility.

We have created crash log file templates for your convenience, listed below after product name in alphabetical order.

To download the template files, right-click on the links below and download the linked file. Be sure to save the .log files directly to your the Desktop, or remember to move them there after downloading.

• ACE
• Bazille
• BazilleCM
• Beatzille
• ColourCopy
• Diva
• Filterscape (also for FilterscapeQ6 and FilterscapeVA)
• Hive (also works for Hive 2)
• MFM2
• Podolski
• Presswerk
• Protoverb
• Repro-1 (works for Repro-1 and Repro-5)
• Satin
• TripleCheese
• Twangström
• TyrellN6
• Uhbik (works for all Uhbiks)
• Zebra2 (also works for Zebralette, Zebrify and ZRev)
• ZebraCM
• ZebraHZ

Click the Channels entry in FL Studio’s menu bar, select Add one… and then go to More…

In the dialog that now opens up, look for the list entry that contains the name of your u-he plug-in. If there is not one, please click Refresh - Fast Scan (recommended), which will instruct FL Studio to scan the plug-in directory for newly installed plug-ins.

If no new plug-ins get added to the list, then please make sure that you have installed your u-he plug-in to the correct folder. You can set the path for the external VST folder in FL Studio’s Options under File Settings - VST plugins extra search folder.

Once your u-he plug-in shows up in the list, make sure that a little black F in a box is displayed beside that entry. If there is no F but just a grey/white box, then click that grey/white box and an F with the black box will now be displayed. This informs FL Studio to “use this plug-in” and to show it in the plug-in menus.

You should now be able to load your u-he plug-in into FL Studio just like any other instrument or effect.

Unfortunately, due to limitations in the VST3 standard, some features found in the VST2 versions of our plug-ins are not available in their VST3 versions.

• A single MIDI CC only controls a single plug-in parameter due to limitations of the VST3 standard.

• Presets with a dot (period) character in their name may not display the name correctly and navigation may jump to first preset in folder.

• When using Cubase (before 9.5), if the MIDI programs folder is used, the first preset from this folder is loaded on startup.We therefore disabled MIDI program changes if the host is Cubase.

• GUI resizing does not work correctly in some hosts.

Since Mac OS X 10.7 (Lion), the user Library folder (Mac HD/Users/YOUR_USERNAME/Library) is hidden by default.

How to access the User Library temporarily

• Select a Finder window or click on your Desktop
• Select Go from the top menu bar
• Hold down the Alt/Option key on your keyboard
• Library will now show up in the menu, click on it to open your user Library folder.

chflags nohidden ~/Library

chflags hidden ~/Library