How Can I Redownload a Product?

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46 comments

  • Alexander Kemetmüller

    I own the "Spitfire Solo Strings", but after a head crash and a new Mac I lost the library. Would you be so kind and give me a possibility, to download the Spitfire Solo String Library?

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  • Ben

    Hi Alexander, I have reset your download. You should now be able to download it again.

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  • Giacomo Sances

    Hi, I bought HZ percussion and I have my serial number. The problem is that I can't find my library and I'd like to download it again. Could you help me?

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  • Ben

    Hi Giacomo. You can click on the library in the app and then click on the "cog" in the bottom right and choose "reset", this will enable you to download it again. Any problems and contact support at spitfireaudio.com/support

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  • Giacomo Sances

    Thank you Ben. The problem is that in my Spitfire Audio app there is no product installed. So I can't find the cog button. Why? How can I register my HZ percussions to make it appear in the app? Thanks.

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  • Giacomo Sances

    I already wrote to your support, but no answer yet... I know it's Saturday: if you can't resolve it I'll wait for the next week. Thanks

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  • Ben

    Giacomo, sorry about that. I looked at your account and according to our system, you don't own the library. It may be that the purchase is registered against a different account for some reason or your payment didn't go through. Do not worry, our support department will be able to get to the bottom of it for you.

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  • Elio Quaranta

    Hi, I should change my account and transfer everything (the details, the order history...) to another account. How can I do it? Thanks

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  • Giacomo Sances

    Dear Ben, I wrote you some days ago. You told me that you can't see my products (HZ percussion) in my personal page on this site and so I can't see and download the software in the spitfire audio panel. You are right! The problem of it is that I bought my program from a shop and the seller created his own account to have the license. The seller is Elio, the client that wrote yesterday at 23:34 in this page and I can see his request of transferring everything to another account. He meaned mine! He's trying to resolve my problem. So, is it possible to have everything on my account? What do you need by us to complete this process? Please, write to me or to Elio to resolve this problem. Thanks. Giacomo

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  • Renan GERODOLLE

    Hi Ben,
    My alternative solo strings doesn't work : I've been reseting and re downloading it twice, on the advices of Luke from spitfire assistance... He sent me a new instruments folder...
    But as the library appears correctly "installed", I can't use the instruments, the message is the same for any of them :
    "Cello.nki" could not be loaded.
    The file format is not supported or corrupt.
    Please help ! Thx

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  • Ben

    Hi Renan, I can see that you have responded to Luke with this information. He will be able to help you resolve the problem. I'll ask him to respond to you ASAP. Ben

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  • Lachlan stuart

    Hello, I started a download of "frozen Strings" without an internet connection by accident. Now after regaining internet connection labs says that "Frozen Strings" is installed. However, this is not the case as I have checked the directories and there is no evidence of the pack being downloaded or installed. I have then attempted to reset the entire "Frozen Strings" library which resulted in a notification informing me that basically there is nothing to reset. I am still unable to "re-install" the pack even by clicking the website link to open Spitfire Labs and begin download, due to the fact that it thinks there is a pack installed when it is not.

    Any help would be greatly appreciated.

    (UPDATE)

    This has also happened with "Strings"

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  • Ben

    Hi Lachlan. If you click on the product in the app and then look in the bottom right hand corner, you should see a "cog". Click on that and then "reset" to allow the download to happen.

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  • Alexander Winkler

    I am at 99% of a download but it won't finish. How can I delete the install completely and start from scratch?

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  • Ben

    Alexander,

    If you delete the library folder from whatever the location was that you saved it in, you will be able to start the download again from scratch in the Spitfire App.

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  • Justin Crosby

    Phobos isn't showing up in the manager app for me.

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