Knowledge Base

Answers to commonly asked questions can be found below, please check for potential solutions before contacting support.

Technical

A Previously Functional iLok Authorisation Is Not Working

Occasionally a previously functional authorisation can stop working for no apparent reason.

Do not attempt to re-use your license code to solve this problem, if it has already been redeemed then it is in your account and the license code is of no further use.

You do not require a new license code. Please try the following:

  • Update iLok License Manager to the latest version (v5 or above), the plug-in will not be able to see valid authorisations managed by an old version
  • On rare occasions it is necessary to re-install iLok License Manager even if it is the latest version – this may seem unnecessary, but it fixes a lot of problems
  • Synchronise the iLok in iLok License Manager (or remove the license from the iLok and re-activate, this does the same thing)
  • De-activate the license, and then re-activate
  • Check you have no expired demos installed that are actually asking for the code
  • Check you installed the right product (Seventh Heaven vs Seventh Heaven Professional) – it is a very common mistake to pick the wrong product update and install a product you do not have a license for
  • Try opening a cloud session from iLok License Manager if your license supports cloud, this may help as a temporary fix to get you working again (contact support if you want to swap for a cloud license)
  • If a cloud session is open (on your machine or another remote machine), close the session and re-open from License Manager’s file menu

I Cannot Access Lustrous Plates or VerbSuite Classics via Everything Bundle

All Everything Bundle customers can access Lustrous Plates and VerbSuite Classics, but if you are having difficulty with this please contact Slate Digital support as LiquidSonics is unable to view your account. Slate Digital support has full access to your account and can assist you.

For questions related to downloads of Fusion-IR files for use in Slate Digital VerbSuite Classics use the form on the contact page. For all other questions including installation procedures and issues/use of Slate Digital products please contact Slate Digital support directly.

iLok and code redemption issues

The most common issues redeeming and using the iLok licenses are discussed below.

1. Redemption count exceeded for a license code

Often this happens when the license is being used with the wrong product. Please double check your Seventh Heaven license is not being used with Seventh Heaven Professional or vice versa. If you installed the wrong version please remove it with the uninstaller available in this knowledge base.

Another reason this usually happens is because the license has not been put on the iLok but is redeemed into the account. When the customer tries once again to redeem it not realising it needs activating they find they cannot redeem it again. Visit the ‘available licenses’ tab in iLok License Manager and right click it, activate, and select a physical iLok.

You may also need to try synchronising your iLok in iLok License Manager (right click the iLok and click synchronise).

2. Expired demo products are still installed

If you have purchased a Seventh Heaven iLok code this cannot be used with Seventh Heaven Professional and vice versa. The most common mistake is if the Seventh Heaven and Seventh Heaven Professional demos have both been activated but are now expired, a full license for one of them has been purchased and successfully redeemed/activated, but there is still a demo for one of the expired demos installed. The expired license then asks for an activation code every time it is scanned and the customer enters the wrong code and errors are presented. Please ensure you have removed any expired demo products that you do not wish to purchase.

3. Physical iLok not associated with the correct account (cannot activate to intended iLok)

You can only activate an iLok license on to a physical iLok if you have access to the account login it is associated with. Please ensure you have access to the iLok account a physical iLok is registered with or you will not be able to activate any redeemed licenses. Pace charges a fee for moving redeemed licenses between account. You can tell whether a physical iLok is associated with an iLok account as it will appear in black rather than grey in iLok License Manager when the account is logged in and the iLok is plugged in.

4. Attempt to activate without an iLok

An iLok 2 or 3 is required. Host (computer only) or cloud activations are not supported.

5. Receive error ‘This software cannot be run because the activation experience thinks the authorization was found, but the wrapper could not verify it.’

Please de-activate the license on your iLok, synchronise the iLok, and then re-activate (from your available licenses tab) to your iLok.

6. Firmware needs updating

Using iLok License Manager v4.0.3 or above, right click the iLok and synchronise it. This will update the firmware.

Problems Authorising After Seventh Heaven v1.3 Update

If you are having trouble with the v1.3 update to Seventh Heaven or Seventh Heaven Professional please try the following:

  • Update iLok License Manager to the latest version (v5 or above), the plug-in will not be able to see valid authorisations managed by an old version
  • Check you installed the right product (Seventh Heaven vs Seventh Heaven Professional) – it is a very common mistake to pick the wrong product update and install a product you do not have a license for
  • Synchronise the iLok in iLok License Manager (or remove the license from the iLok and re-activate, this does the same thing)
  • Re-scan your plug-ins
  • On rare occasions it is necessary to re-install iLok License Manager even if it is the latest version

Do not attempt to re-use your license code to solve this problem, if it has already been redeemed then it is in your account and the license code is of no further use. You do not require a new license code.

Support for iLok Cloud of In-Service Seventh Heaven Licenses

Licenses for Seventh Heaven and Seventh Heaven Professional purchased on or after 8 December 2018 support iLok Cloud authorisations. Licenses bought before this date do not. If you have the original license type that does not support iLok Cloud and would like to swap it for one that does please read this migration guide thoroughly. There is no charge for a license swap, but some work on your side is necessary to complete the process successfully.

While it would have been possible to upgrade all in-service licenses to support iLok Cloud automatically (as was done with Illusion) this has not been done because there are specific user data (personal preset and DAW save) migration steps that Seventh Heaven users must perform before moving a license to iLok Cloud as discussed in the migration guide.

How do I remove LiquidSonics products from a Mac or PC?

On PC the Windows control panel’s software uninstall facility will contain references to remove the installed products. On OS X please download this uninstaller tool.

Can I use the Bricasti M7 captures for free without purchasing a Fusion-IR compatible convolver?

Yes, the static multi-samples are available for use in other products. The LiquidSonics Fusion-IRs for the Bricasti M7 are a freely available public domain resource provided by LiquidSonics for use in convolution plugins supporting Fusion-IR. The copyright vested in these captures rests with Bricasti. Fusion-IR is a proprietary LiquidSonics technology. This zip archive contains the raw true stereo impulse response captures from which the Fusion-IR samples were created so that they can be used freely in other free or commercial convolution products without a need to purchase a Fusion-IR compatible convolution plugin.

I have trouble using a LiquidSonics plugin within Logic 9 on OS X Mountain Lion, how can I get them to validate and load?

Some OS X 10.9.x systems have a specific incompatibility that can be resolved via a special build option that is not included in the main release in order to maximise compatibility with other hosts and plugins that are using conflicting third party libraries.

Please download the compatibility update files in this case and install over the top of a regular installation:

Customer Services, Licensing and Sales

How can I stay up to date with LiquidSonics news?

News and other smaller announcements are typically posted on to the LiquidSonics Facebook site or sign up to emails below.

To unsubscribe follow this link.

My demo expired and I would like to re-demo

Seventh Heaven and Seventh Heaven Professional

For iLok authorised demos the published code can be redeemed twice, so if you have only demoed it once then just reuse the same iLok License Manager code.

If you require a further extension you may do so for 7 days using these iLok codes:

Seventh Heaven: 9231-8621-1955-0022-2043-4085-4483-91
Seventh Heaven Professional: 5291-4179-4860-3757-4537-3323-7425-62

Illusion

If you require a further extension you may do so for 7 days using this iLok code:

7270-5990-0771-4035-5446-4281-6069-47

Lustrous Plates

If you require a further extension you may do so for 7 days using this iLok code:

7072-9012-2423-8048-8569-0925-6967-75

Reverberate 2, Reverberate Core and Filtrate

For license file based products we can issue timed demo license files on request.

I have lost my license files

You can use the license recovery tool here.

I am VAT registered in the EU. How can I purchase without paying VAT?

If you are an EU (excluding UK) resident business with a valid VAT number you may enter your VAT number during check-out and the corresponding VAT will be removed from your order total. You will be provided with an invoice including the LiquidSonics Ltd VAT number and your VAT number for your records.

If you are an EU/UK resident consumer or a UK resident business (with or without a VAT number) then LiquidSonics Ltd (which is registered in the UK) must charge you VAT at the local VAT rate for your country.

As UK resident VAT registered businesses must charge VAT to all other UK resident businesses you may wish reclaim VAT charged by LiquidSonics Ltd from HMRC via your VAT return. Unfortunately it cannot be excluded from your order at the time of sale. You will be provided with an invoice with the LiquidSonics Ltd VAT number and your VAT number printed on it for this purpose if you provided it during check-out.

Can I upgrade one product to another?

Upgrades are processed using the tools on this page through the use of store coupon codes.

Are educational discounts available?

Discounts for students and teachers (30% off) are available, including bulk purchase discounts for education departments and institutions. Please contact support for more details about how to provide proof of enrolment or employment (you will typically be asked for a scan of an ID card or whatever other evidence you may have to hand).

If you are able to make email contact from a verifiable education institution email address (for instance a .edu or .ac.uk) this will speed up the application and no additional ID will be requested.

Can I transfer my licenses to another individual?

Licenses can be transferred subject to the payment of the relevant transfer processing fee(s).

License transfers are handled entirely by Pace for all products licensed via iLok (transfer fees are paid directly to Pace).

Licenses for products licensed with LiquidSonics licensing files are handled through LiquidSonics.

iLok Licenses (including Seventh Heaven, Illusion, Lustrous Plates)

Full licenses (i.e. not NFRs) can be transferred to other user accounts via iLok License Manager.

Pace will typically charge you a fee of $30 for this service (this is subject to change as per Pace’s policies on license transfers).

Due to GDPR restrictions please advise the buyer that they will need to manually sign up to product newsletters if they wish to remain up to date with news about their purchase.

License Files (including Reverberate 2, Reverberate Core, Filtrate)

You may transfer your license to a new user for any product currently available for sale. Discontinued products cannot be transferred (so at this time no new licenses for Reverberate 1 including transfer licenses will be issued).

A transfer processing fee of $10 per license is to be paid by the seller.

The process is described below.

Step 1: When you have received payment from the individual you would like to transfer a license to please complete the license transfer request form here.

Step 2: Please pay the license transfer fee here choosing the appropriate quantity for the number of licenses you wish to transfer.

Step 3: Once the form is completed and signed, please attach a scanned copy by reply to the original license delivery email. Also attach the invoice for your transfer fee (you will have received this attached to the transfer fee order acknowledgement email).

Step 4: When your email and attachments have been received and checked by LiquidSonics you will be provided with a link to the next next step in the process which is an automated verification of your license file, so you will need your original .lic license file to complete this step.

Step 5: Information required by your buyer to gain access to a new license will be emailed to the email address within the .lic license file. You need to have access to that email account to complete this process. If you do not have access to that account anymore please email LiquidSonics when you have completed the process so that information can be forwarded to you.

Do I need more than one license in a specific situation?

iLok Licenses

Two iLok authorisations are provided per auth code delivered. These can be used on different physical iLoks in the same account.

License Files

Licenses are provided on a named individual basis, and are intended to be used only by that individual at any one time.

For example, in a studio with one engineer and two workstations where both are being used at the same time, only one license is required. In a studio with two machines and two engineers both using the licenses at one time, two licenses are required.

For home users wanting to install on a laptop and one on a workstation, only one license is required. In an educational institution where an instructor is showing an entire class how to use a product, one license is required for every active workstation as the students each count as one dynamic user.

What are your company registration and VAT details?

LiquidSonics is registered in the UK as LiquidSonics Ltd, registration number 09142162. The registered office is Top Floor, Claridon House, London Road, Stanford-le-Hope, Essex, SS17 0JU. The VAT is number GB 200 6688 29.

Is iLok supported or planned for Reverberate 2?

The iLok copy protection scheme has been selected for use in Seventh Heaven and Seventh Heaven Professional in an attempt to reduce the impact of piracy and to improve LiquidSonics’ ability to support customer requests for refunds and license transfers. We acknowledge that some customers with a preference for license file based copy protection approaches may be concerned about the future of their current license file based product authorisations given the use of iLok on the newer products.

All users of products using license file based authorisation will continue to be able to do so for the lifetime of those products.

There are no plans to introduce iLok as the sole licensing method for Filtrate, Reverberate Core or Reverberate 2 (although iLok may be offered as an additional licensing option in future for those products if there is sufficient demand for it).

The copy protection method selected for future unannounced LiquidSonics products is yet to be determined.

Can I use the computer-only based iLok authorisation scheme for iLok protected products?

The physical iLok dongle based copy protection system is reputed to be more robust than the computer resident licensing technology. Until this situation changes Seventh Heaven and Seventh Heaven Professional will only support hardware iLok 2, iLok 3 and iLok Cloud based authorisation locations.

Two authorisations are provided with each purchase of an iLok protected product to minimise disruption in scenarios such as leaving an iLok at work and needing to continue using your licenses in another location, or those that frequently work on a laptop and a workstation and do not wish to be moving iLok devices between computers regularly.

Lustrous Plates and Illusion do support computer based authorisations, in addition to cloud and dongle v2/3.

Updates on Mobile Convolution

Due to a low volume of sales it has become infeasible to continue development of Mobile Convolution as the iOS development landscape (in terms of the OS and supporting Audiobus toolkits) continues to evolve rapidly. A decision has been taken to dedicate resources to the desktop plug-ins going forwards. Those with a license can re-download Mobile Convolution from the App Store purchase history at any time.