Troubleshooting Guide

iLok Activation Issues:

If you’re being asked either to enter an iLok redemption code, that all your licenses have expired, or that the “authorization was found, but the wrapper could not verify”, 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 activate Fresh Air to my Computer
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Fresh Air can not be activated directly to your computer. The Fresh Air license can be activated either via iLok Cloud or iLok dongle. In order to activate Fresh Air via iLok Cloud, please update the iLok License Manager and open an iLok Cloud session (File->Open Cloud Session).

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 iLok account

When purchasing or registering a products, the purchased licenses are automatically deposited to the iLok ID linked at purchase. If you accidentally linked the incorrect iLok ID or used your email address as the iLok ID at purchase (your email address isn't always your iLok ID), you'll need to change your iLok User ID to the correct iLok ID. This can be done in the "Account Info" section of your account:

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This can only be done once, but due to the influx of tickets, we are expecting longer wait times and we want you to be able to use your products as soon as possible. If you redeposited your license to the wrong iLok ID, sign into the linked account (if you're able to) even if it isn't the correct one. This will allow you to use your products while you wait for us to respond and redeposit the licenses again. 

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 in my DAW

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 2019, S-Gear was removed from the All Access Pass. In October 2019, 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 macOS Big Sur

Virtual Mix Rack and VerbSuite Classics are not yet officially supported in macOS Big Sur. However, we do have beta installers that should work on Big Sur. If you're having with Virtual Mix Rack or VerbSuite Classics on macOS Big Sur, please use the following installers:

Virtual Mix Rack 2.5.5.0 Mac

VerbSuite Classics 1.0.13.1 Mac


Note: These versions will work on Intel Machines running Big Sur. Our developers are still in the process of updating our entire product line so our products are optimized on Apple ARM processors. These installers may function on Apple ARM processors (M1), but they're not optimized just yet. This optimization update will likely come at a later time in 2021.

Steven Slate Drums/Slate Media Technology/Steven Slate Audio Issues

Unfortunately, we do not provide support for Steven Slate Drums, Slate Media Technology or Steven Slate Audio 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
If you’re having issues with VSX Headphones, please create a ticket here:
https://stevenslateaudio.zendesk.com/hc/en-us/requests/new

Pro Tools 10 and 32 bit Compatibility:

The latest Slate Digital and Eiosis products are available in 64bit AAX format only, so they're incompatible with Pro Tools 10. To resolve the issue, you can uninstall the latest version of the plugin, the install the 32 bit version. 32 bit Slate Digital and Eiosis installers can be found here:
https://slatedigital.zendesk.com/hc/en-us/articles/360042643694-32-Bit-Installers


Mac: 
Remove the latest versions of all Slate Digital and Eiosis plugins from the following locations:

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

Reinstall the 32 bit versions of the products you need from this article.


Win: 

Use "Apps and Features" to remove the latest version of all Slate Digital and Eiosis plugins.

To manually remove the latest versions, delete the all Slate Digital and Eiosis plugins from the following locations:

AAX:     \Program Files\Common Files\Avid\Audio\Plug-Ins

VST:      \Program Files\VSTPlugins

VST 3:   \Program Files\Common Files\VST3

Reinstall the 32 bit versions of the products you need from this article.


Please note: Kilohearts, Infinity EQ, Fresh Air, VMR Gates Bundle and VMR FG-2A are 64bit AAX only, so they will not be available in Pro Tools 10.

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