Welcome to our Frequently Asked Questions
page. Please have a good look here to see if your issues have been
covered. If not, please feel free to email us and we will get back to
you as soon as possible.
To help us give you an accurate and rapid response, please include the
following information in your email.
name and version of the plugin you are using
2. The name and version of the VST/AU host you are using
3. Your computer configuration and operating system
4. Your audio hardware
5. A detailed description of the problem, and how to repeat it.
A/ When you complete your transaction you
will be returned to the NuGen Audio site, where your License Code will
be displayed. You will also receive an email from NuGen Audio,
confirming your purchase, including a copy of your license code. Our licensing emails are
automated. To make sure you receive these emails seeCommunications from
NuGen Audio. Q/
Where can I find the product ID and Machine Key?
A/ If the computer you wish to license your
product to is on-line, you do not need these, the process is automatic.
If the computer you wish to license to is off-line, they will be
displayed in a licensing window inside the plugin as you complete the
licensing process. Q/
My License Code doesn't work (off-line)
A/ For off-line licensing, you do not need
to enter your License Code into the plugin, you need to enter it (along
with the the data gathered from the plugin licensing window in the
plugin) into the Unlock Key generator here. Then enter the Unlock
Key into the window in the plugin.
Q/ Can I use my license on two machines?
A/ Yes. If you choose license code
authorisation, your purchase
entitles you to use
your license twice, for your own personal use. This allows you to
install to your studio machine and laptop for instance. If you choose
iLok licensing, you will receive a single iLok authorisation that will
allow you to use the product on any machine you use with the iLok key.
Q/ I can't enter text into the plugin
A/ Some VST/AU hosts lock text entry and
you need to enable this to type in the License Code (eg. Mad Tracker).
A small number of VST hosts do not accept the VST/AU standard for text
entry into a plugin or do not support the custom user interface (eg.
Audacity). In this case you will need to enter the text in another VST
host (a demo version will work perfectly well) in order to register the
plugin. The plugin will then be available in any host you choose, even
if you remove the host you registered with from your system.
happens to my licenses if I reformat my hard drive?
Re-formatting your hard drive will not affect your license allocation,
re-authorising on the same machine does not use up a license.
iLok is a convenient way to license you products in a portable way, so
you can move from machine to machine, taking your licenses with you.
You can find more information about iLok here.
Which products use iLok?
A/ LMB requires iLok. Our loudness products are available using license code or iLok authorisation.
from NuGen Audio
Q/ How do
ensure I receive emails from NuGen Audio
To make sure you receive our communications you need to add our email
addresses to your 'safe list'. Different accounts use different systems
but the following may be helpful.
- Log on and click the 'Mail' tab to get into your mailbox
- Choose 'Options' (at the top right, next to 'Help')
- Under 'Junk e-Mail', choose 'Safe and blocked senders'
- Select 'Safe senders'
- In the space provided, enter 'nugenaudio.com' and click 'Add to list'
- Open your Yahoo mailbox
- Choose 'Options' to go to the 'Mail Options' page
- Choose 'Filters' and click 'Add'
- In the top row, labeled 'From header', make sure 'contains' is
selected in the pull-down menu
- Enter 'nugenaudio.com' in the text box next to this pull-down menu
- At 'Move the message to' (bottom of the screen), select 'Inbox' from
the pull-down menu
- Choose 'Add filter'
- Add the following e-mail addresses to your contacts list
- If you find NuGen Audio email in your spam box, you can use the 'Not
Spam' button to unmark the misclassified mail
AOL: Add the following e-mail addresses to
your 'People I know' list.
-For AOL versions earlier than version 9.0 you will need to set your
Main Controls instead.
providers: - Add the following e-mail addresses
to your address book/contacts list
Where is the plugin I purchased?
A/ If you need to download the plug-in, you
will be able to
download the demo from your personal profile page, which can be
accessed using your purchase email.
You do not need to download a different version after you have
purchased a license. The product
can be licensed using the license manager contained within the demo.
Q/ How do I download the complete product bundle?
A/ There is no separate download for the
bundles. Simply download the individual products contained within the
bundle and the single License Code you purchased can be used to unlock
all the products contained within the bundle.
are the demo restrictions?
Our demo's are available for free download and are fully functional for
30 days, after which a license will be needed for continued use.
Where can I enter my VAT number in order to make a purchase?
If you are a business in the EU (not UK) registered for VAT and would
like an invoice without UK VAT, please send us a purchase order
including your company name, address, and VAT number. Free
How do I download the free versions?
A/ To get 'Line-up' simply sign up for a
profile page and download from there. For our other plugins there is no
separate download for the free versions. The demo of the full version
will revert to the freeware version after the trial period has expired
(where a free version is available).
Q/ What are the limitations for the free versions?
A/ The free versions are limited in feature
set, but will still perform basic functionality. The limitations
introduced vary from product to product.
I am having trouble using a plugin with windows Vista
A/ Login to Vista using an administrator
account. Right click the shortcut to the VST host you are using and
select 'Run as Administrator'. Q/
There is only a .dll file, where is the program?
A/ Our software is provided in the form of
a plugin (the .dll file). This means that you will need to use it
within audio production or editing software. There are many of these
available for both Mac and PC., most of which
provide free demos, and several of which are provided as free/shareware.
Once you have chosen your host software, you will need to
install the plugin in the host's plugin directory and then use the
plugin within the host software. The method of implementation differs
from host to host, so please refer to the host software manual for
Where are the manuals located?
A/ Manuals are
in pdf format, and by default are stored in:
(PC) C:Program Files\NuGen Audio
How do I update to the latest version?
A/ Updates within the same version number
are free. For most of our products, simply download the demo version
from the product page and install. Your license will be detected
automatically. For some of our plugins you may need to
non-demo version using your personal download link.
Q/ How will I know when there is a new
A/ We list the current version numbers on
our home page. We will also send you an email notification. You may
change your mail preferences from your profile page. As our email notifications are automated, we
strongly advise that you add our domain (@nugenaudio.com) to your safe
list to stop personal or ISP filters from blocking them. See Communications from
Your (plugin) doesn't create a stereo effect
A/ In some VST/AU hosts, in order to add a
stereo effect to a mono source, you will need to place the mono file on
a stereo track. If you cannot do this, you may need to transform the
mono file into a stereo file using a wave editor (the resulting stereo
file will have the same information on both channels) and then process
this file using our products.
Q/ When i render a mono file the stereo information is lost
A/ Some wave editors (Wavelab/Sound Forge)
allow stereo information to be generated and previewed, but when the
rendered file is created the output is forced to mono. The solution is
to generate a dual-mono stereo file as above. In Wavelab, render the
mono file with the plugin bypassed to generate a stereo version. In
Sound Forge you can use the Channel Converter to the same effect.
Q/ My host does not support resizing, how do
I take advantage of the two sizes of Visualizer?
A/ If your host has trouble with resizing a
plugin interface, you can install Visualizer using the 'Plugin host
cannot resize GUI' option during installation. This will install a
large and compact option as separate instances in the plugin menu.