BLACK FRIDAY TROUBLESHOOTING

iLok Activation Issues:

If you’re being asked to enter an iLok redemption code, that all your licenses have expired, or the “authorization was found, but the wrapper could not verify” it your iLok dongle or iLok Cloud session may not be correctly seeing the PACE server.

First we always recommend our users to be running the latest version of the iLok License Manager which can be found here:

https://www.ilok.com/#!license-manager

Next we’ll need to either synchronize your physical iLok dongle or reopen your iLok Cloud session depending on your activation location.

Physical iLok dongle:

Right click your iLok dongle on the left hand side and select synchronize

Synchronize.png

iLok Cloud:

  1. Open your iLok License Manager and sign into your account.
  2. Click File in the menu bar, and select Close Cloud Session. This will temporarily deactivate your license.
  3. Reopen your cloud session by clicking File and selecting Open Cloud Session.

Close_open_GIF.gif

Note: It’s possible your iLok Cloud session is already close or opened on another machine. If this is the case Close Cloud Session will be greyed out which means instead of closing the session first, you may need to open it. You’ll be warned that the previously open cloud session will need tool be closed first. This is fine as only one All Access Pass licenses can be active simultaneously.

I can’t log into my account / I can’t find my products

If you’re trying to sign in so you can install plugins or updates, click here to see our installers pages:

https://www.slatedigital.com/installers/

If you have previously purchased individual Slate Digital plugins, you can log in here to view your registration and download links:

http://users.drumclassroom.net/

Or, on our new login page you can click on "All other users"

https://app.slatedigital.com/authenticate/sign-in

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Going forward, individual plugin purchases will be found in your Slate Digital account along with your All Access Pass.

But my All Access Pass is on Gobbler

If you signed up for the All Access Pass through Gobbler, you'll still log into Gobbler to view your membership. Only users who have recent All Access Pass memberships managed directly by Slate Digital will see their membership listed on our site.

Log into your Gobbler account here:

https://www.gobbler.com/account/

Licenses aren’t showing in my account

When purchasing the All Access Pass, the licenses are automatically deposited to the iLok ID linked at purchase. If you linked an incorrect iLok ID or used your email address as the iLok ID at purchase, you will need to sign into this account via the iLok License Manager in order to access the licenses. 

You can view the account that is linked by going to the following page and clicking on “Account Info”:

https://app.slatedigital.com/authenticate/sign-in?redirect=%2Fmy-products

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Support can redeposit the licenses for you, but due to the influx of tickets, we are expecting longer wait times and we want you to be able to use the plugins as quick as possible. We suggest signing into the account even if it wasn’t the correct one so you can at least use the plugins while you wait for us to respond and redeposit the licenses. 

My plugins aren’t showing up in my DAW

If the plugins aren’t showing up in your DAW, please ensure you’ve run all of the installers here: https://www.slatedigital.com/installers/

A successful installation will result in our plugins being located in the following paths: 

MAC:

AAX:/Library/Application Support/Avid/Audio/Plug-Ins/

AU:/Library/Audio/Plug-Ins/Components/

VST:/Library/Audio/Plug-Ins/VST/

VST3:/Library/Audio/Plug-Ins/VST3**

PC:

AAX (64 Bit):\Program Files\Common Files\Avid\Audio\Plug-Ins

VST (32 Bit):\Program Files (x86)\VstPlugins

VST (64 Bit):\Program Files\VstPlugins

VST 3 (32 Bit):\Program Files (x86)\Common Files\VST3

VST 3 (64 Bit):\Program Files\Common Files\VST3**

If you have installed the plugins successfully and they still are not showing up, you may need to rescan the plugins in your DAW. You can find your DAWs rescan process by clicking on the following link: https://slatedigital.zendesk.com/hc/en-us/sections/204003418-Troubleshooting

After a rescan, if the plugins still don’t show up, please restart your computer. 

VerbSuite Classics Isn’t Showing Up

If VerbSuite Classics isn’t showing up in your DAW, please note that VerbSuite Classics will only work on stereo audio/buss tracks, not mono. 

Please view the following article for more information: 

https://slatedigital.zendesk.com/hc/en-us/articles/231661287-VerbSuite-Mono-VS-Stereo

S-Gear Isn’t Showing Up/Activating

On November 1st, S-Gear was removed from the All Access Pass. In October, we sent an email to our customers informing them of this departure:

https://mailchi.mp/stevenslate.com/important-sgear-message

If you require the immediate use of S-Gear, you can receive a 15 day trial license from Scuffham Amps, the plugin manufacturer:

https://www.scuffhamamps.com/product/s-gear

They also offer a discount for All Access Pass members:

https://www.scuffhamamps.com/support/faq/slate

Plugins Aren’t Working in Catalina

Unfortunately, some of our plugins are not yet compatible with macOS Catalina. We are aware of an issue affecting our plugins in Logic Pro X.

After working with Apple we have identified the file causing the issue, which was modified by the Catalina update. We will release updates for our plugins in the next few weeks which will resolve this issue. Our development team completed these new plugins earlier this month, and are now in the process of making the installers before they are tested and uploaded. 

If you require the use of your All Access Pass plugins, you may be able to revert your OS to a previous version:

https://support.apple.com/guide/mac-help/revert-to-a-previous-macos-version-mh15216/mac

Steven Slate Drums or Slate Media Technology Issues

Unfortunately, we do not provide support for Steven Slate Drums or Slate Media Technology products.

If you're having issues with Trigger/SSD5/SSD4, please create a ticket here: 

https://stevenslatedrums.zendesk.com/hc/en-us/requests/new

If you’re having issues with RAVEN/Core Station/Slate Control, please create a ticket here:

https://slatemediatechnology.zendesk.com/hc/en-us/requests/new

Pro Tools 10 and 32 bit Compatibility:

The latest version of Virtual Mix Rack (2.4.4.3) is available in 64bit AAX format only, so it is incompatible with Pro Tools 10. To resolve the issue, you can uninstall VMR before installing the previous version (2.3.1.2). 

Mac: 

Please use the uninstall command found in Applications/Slate Digital/Virtual Mix Rack. You will be asked to enter your system password. Text will not display when doing so.

Once that's done, use the link below to install the previous version:

http://download.slatedigital.com/vmr/VMR_Complete_Bundle_2312_Mac.zip

Win: 

Open "Programs and Features" and locate VMR Complete Bundle. Double click, and click yes to remove it from your system.

Delete "Virtual Mix Rack folder" found in C:/Programdata/Slate Digital

NOTE: This location is hidden by default. Learn How To Show Hidden Folders [here](http://pcsupport.about.com/od/windows7/ht/show-hidden-files-windows-7.htm).

Once that's done, use the link below to install the previous version:

http://download.slatedigital.com/vmr/VMR_Complete_Bundle_2312_Win.zip

Please note: Kilohearts and Overloud TH-U are 64bit AAX only, so they will not be available in Pro Tools 10.

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