support

Getting Started

Assistance with installation and registration of your Output software. Click here to download Output Hub.

Knowledge Base

Look through all our general and product-specific answers.

Open a Support Ticket

Contact us directly for technical support and related issues

Getting Started

Installing Movement

Installing Movement with Output Hub

Use Output Hub to download your products in a quick and clean way.

Installing Kontakt Libraries

Download and Install Kontakt Libraries with Output Hub

In order to get your products registered and running, you’ll need to add them to your library.

Installing Expansions with Output Hub

Install Expansions with Output Hub

Use this simple method of streamlining load efficiency to improve your products performance.

Many of our products require use of Kontakt. Download the free Kontakt Player here.

OUTPUT KNOWLEDGE BASE

  • Why Can't I Find My Output Products in Native Access?

    Don't be alarmed, this is expected. Currently third party products (such as ours) will not show up in Native Access, though NI are planning to add support for third party products in the future. Activation of your Output instrument is handled inside of Kontakt as normal by clicking the 'Activate' button, but at this time you cannot access your Output products directly in Native Access. NI had provided a list of supported products here:

    https://www.native-instruments.com/en/specials/native-access/supported-products/

    You will still be able to find your Output products in Service Center.

  • I Activated My Library, But I'm Not Seeing It In Kontakt.

    This is an issue we've seen in the new version of Kontakt. You can resolve it by doing the following:

    1. In Kontakt click the gear icon to go to the Settings menu
    2. Go to the 'Libraries' tab
    3. Click the box next to the instruments that aren't showing up

    You should now see the instruments in Kontakt. For full instructions on how to do this, please see this page.

  • Can I Use My Output Products Royalty Free in My Professional Productions?

    Yes! All of our samples are royalty free. Feel free to use them as much as you want. The only thing you can't do is resell the samples themselves on their own. To see our full licensing agreement, click here.

  • Unsure If You Have an Output Account?

    If you previously checked out from our site as a guest, we've set up an Output account for you using the email address previously used to purchase as your username. Simply visit output.com/my-account/ and select the 'Lost Your Password' option to reset your password (remember - your username is the email address last used when checking out from our site).

  • I Purchased from a Dealer, What Next?

    Here's what to do:

    1. Using the code given to you by the dealer, register your product with your Output account at https://output.com/register
    2. Download Output Hub, launch the application, and sign into your Output account.
    3. Find your product in the 'My Products' area and click 'DOWNLOAD' to begin installation.

    If you don't see your recent purchase, please click here.

  • How Do I Move My Library to a New Location or Drive?

    In order to move one of our libraries to a new location (after you have already activated it in Kontakt), first make sure there are no DAW's open.

    1. Open the Kontakt application in standalone

    2. Locate the library in the left sidebar of Kontakt's "Browse" view

    3. Click the 'gear cog' icon

    4. Select "Open containing folder"

    [av_image src='https://output.com/wp-content/uploads/2016/07/Open-containing-folder.png' attachment='244243' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    A window should appear containing all of your library's files.

    5. Move the library folder containing all of these files, which is named after the title of the product (i.e. "EXHALE"), to the new location you wish for the library to reside. (Do not move any files or subfolders within the library folder itself)

    6. Return to Kontakt and locate the library in the left sidebar of Kontakt's "Browse" view

    7. Click the 'gear cog' icon

    8. Select "Remove library"

    * NOTE: If you are copying over the library to another drive, do so, then delete the original.

    [av_image src='https://output.com/wp-content/uploads/2016/07/Remove-library.png' attachment='244242' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    9. In the same 'Browse' view, click the "Add Library" button

    10. Locate the library folder in its new location and click "Choose" (do not choose any files or subfolders within the library folder itself).

    [av_image src='https://output.com/wp-content/uploads/2016/07/Add-Library.png' attachment='244241' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    The library should reappear in the 'Browse' view and will reference the new location each time it is loaded.

  • How Do I Scan for Presets?

    1. Navigate to the Preset Menu by clicking on the name of the preset which is currently loaded. [av_image src='https://output.com/wp-content/uploads/2016/06/Preset-Name.png' attachment='114193' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    2. Locate and click the 'SCAN' button on your instrument. [av_image src='https://output.com/wp-content/uploads/2016/06/Scan.png' attachment='114196' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    3. Double-click the '---SCAN---.nka' at the top of the Preset Menu. [av_image src='https://output.com/wp-content/uploads/2016/06/Double-Click.png' attachment='114199' attachment_size='full' align='center' animation='no-animation' link='' target='' styling='' caption='' font_size='' appearance=''][/av_image]

    4. After the scan, your Preset Menu will be up to date with all your factory, expansion, and user presets.

    For a full overview on how to download and install Expansion Packs, check out this Knowledge Base article.

  • Registration FAQ

    Problems registering? Let us help!

    Q. I got a serial code from a third party; now Kontakt's telling me it's already been claimed. Help!
    A. Oh no, seems like there's been a mix-up! We recommend reaching out to the seller you purchased from; they'll have more information on your purchase than we will.

    Q. Umm, I purchased your product... so why is it running in "demo" mode?
    A. Sounds like you haven't activated your purchase through Native Instruments' Service Center! If you have Kontakt on your computer, then Service Center should be there as well. Open it up and enter your product's serial code to activate it. If you can't find your copy of Service Center, you can download it here

    Q. I got a purchase email from y'all, but it was blank. What does that mean?
    A. That we screwed up. Sorry! Shoot us an email; we'll get things sorted out for you.

    Q. I can't find my purchase email!
    A. Well that's no good. Make sure our message didn't get sorted into a spam or promotions folder; if you still can't find it, send us an email! Please provide us with your full name, and if you can, use the email address that you purchased your product with.

    Didn't find the solution to your problem? Open a support ticket!

  • Can I Install on an External Drive?

    Yes, you can absolutely install our Kontakt libraries on an external hard drive. Either point Output Hub to the desired location on your external hard drive upon installation, or simply move the library folder over to the chosen directory on the external drive after installation (but before activation). Then, proceed to add the library in Kontakt.

    However, if you already added the library in Kontakt, then Kontakt is going to continue to use the library's current location as a point of reference to access the library's files when needed. If you wish to change this location, please reference this knowledge base article.

    *NOTE: Our plugin, MOVEMENT, must be installed on the system drive.

  • Mac OS 10.11 El Capitan Compatibility

    UPDATE: Kontakt 5 is now compatible as an AU (Audio Unit) in OS X 10.11.1 El Capitan. Version 10.11.1 officially fixes the Audio Unit bug found previously in version 10.11. Please make sure to update your Mac operating system to version 10.11.1 if you have not done so already. Here are NI's official instructions:

    Please download and install the OS X 10.11.1 update by clicking on the Apple symbol in your Desktop and choosing Software Updates... This update fixes an issue whereby Native Instruments Audio Units plug-ins will not pass the AU validation and therefore will not be available in Logic Pro X. Note: If your AU plug-ins do not appear in Logic Pro X after updating to OS X 10.11.1, please rescan your plug-in folders.

    Download the OS X 10.11 compatible version of Connect here:

    http://continuata.connect.s3.amazonaws.com/Connect_OSX_3.1.0.app.zip

    For more up-to-date compatibility info, keep an eye on this NI Knowledge Base article: http://www.native-instruments.com/en/support/knowledge-base/show/4431/os-x-10.11-el-capitan-compatibility-news/

     

  • Where Can I Find My Serial Code?

    If you're unsure of where to find your serial code, login to your Output account to view you're purchased products and serials. Otherwise, please refer to the original purchase email from [email protected] If you still cannot find your serial code, we'll be happy to send it over to you, just get in touch via our contact form.

  • Will Output Ship My Software Order? Is There a Physical Product?

    No. All of Output's software products are digital and delivered via download. You'll receive an email containing download and installation instructions immediately after purchasing. If you haven't received your purchase email, please check all possible names and email addresses that could have been used during checkout. Contact [email protected] for further assistance.

  • Optimize Loading Time with Batch Resave

    You may find that your Output instrument takes some time to load in Kontakt. After adding you new Output instrument into Kontakt for the first time, we strongly suggest that you batch-resave your new instrument. This way, the instrument will load lightning fast each time (Don't worry it's not as scary as it sounds and you only need to do it once).

    [av_video src='https://youtu.be/mMke3RE5T40' format='16-9' width='16' height='9']

    1. Open Kontakt.

    2. Drop the 'file' (floppy disk icon) menu within the Kontakt window and select batch-resave.

    BatchResave

    3. Select yes when the dialog box appears

    4. Browse to the library folder (i.e. 'REV' or 'Signal') on your computer and choose it.

    It might take a few minutes for Kontakt to complete the batch resave. When it finishes, Kontakt will look blank. Load the .nki back into Kontakt either by dragging or double clicking.

     

  • On How Many Computers May I Install an Instrument?

    Purchase of one serial code allows for installation on two machines at once as long as both machines use the same NI Service Center account.

  • Why Is My Instrument Showing up in Demo Mode?

    Either you have not registered your instrument using Native Instruments Service center or you are running a demo version of the full version of Kontakt.  If you are running the demo version of Kontakt, go ahead and grab the free version of Kontakt player here! (for Mac or PC)

  • I Lost My Download Code / Serial Number

    Your serial number also acts as your download code for the installer. This code will not expire, but if you can't find the email with that information we can send it to you again.  This is a manual process, so it may take us a a few moments to retrieve your information.

    If you made a purchase while logged into your user account you can find your serial code by logging in using the link in the top right corner of your browser.  Having trouble with your user account? Send us an email and we will sort it out.

  • I Did Not Receive an Email After My Purchase

    Sorry about that. We sent your purchase emails to the email address provided during checkout. If you paid with Paypal, please check the email address associated with your Paypal account. It's also a good idea to check your spam/junk folder.

    If you still don't see an email from us, it's possible there was a typo when your email was entered, or your email address has a unique domain that doesn't accept these emails from our server.

    Click here to get in touch with us and we'll happily fix or setup an email address that can receive Output emails.

  • When I Click on the Link on the Manual Download Email, I Just See a Bunch of Code in the Window

    If you’re using Safari, that’s probably the culprit. Safari will try to actually open .rar files under 100MB right in the browser window, rather than downloading them fully. That doesn’t work, because Safari can’t read the .rar format. The file needs to be downloaded entirely before opening, using a .rar-compatible compression utility. Generally, the solution is to use “option-click” to properly download the file, rather than just clicking on the link. Otherwise, we recommend using another browser, such as Opera, Chrome, or Firefox, since those programs automatically download small .rar files like this one normally.

  • Can I Get a Physical Copy of My Purchased Software Product?

    Our software products are only available as a download through Output Hub.  For special circumstances, please contact us.

  • I Did Not Receive an Email After My Purchase

    There might be a slight delay when the email is sent to you, but occasionally emails are flagged as spam and automatically placed in the junk folder. If that is not the case please let us know at [email protected]

  • I Play Loops and Rises but There's No Sound

    The keyboard is laid out much differently in the Loops and Rises engines. You can see this by enabling Kontakt's virtual keyboard (click the 'Keyb' button on Kontakt's top panel). There are two octaves colored blue, which will trigger the loops and rises. Lower on the keyboard are two octaves colored red, which are key switches. The key switches effectively tune the Loop or Rise to the desired tonal center.

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