How Can I Redownload a Product?

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69 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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  • Jan Holy

    Hello to everyone. After upgrading Cubase 9.5 to Cubase 10 Pro, the VST Plug-in Manager has been reorganized. As a result, HZ Strings is out of work. I tried "reset" from Spitfire Manager, but without success. The "Instal" menu appears in "My Products" in the HZ Strings folder.
    Why should I download and reinstall? I have already downloaded and installed HZStrings .... and everything was fully functional. Thank you for answer Jan Holý

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  • Ben

    Hi Jan, you should be able to simply move the Hans Zimmer Strings plugin to the new plugin location. If you have any problems doing this, please use "chat" or "help" function in the bottom right of this page to speak to one of our support agents. You do not need to download the whole library again.

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  • Andrew Bruhacs

    Hi, I have a question about the download process.

    I just purchased BBCSO on SSD and am awaiting shipment. Meanwhile I decided I want to get acquainted with the LABS products, so I installed the spitfire app on a machine that has a fast internet connection, then downloaded all LABS and copied the entire directory Spitfire Audio - LABS onto a USB3 key formatted as exFAT.

    I then copied those USB key contents onto my workstation at home and then installed the Spitfire App there. Even though I set up the source to be the correct one on the workstation SSD, it keeps on redownloading all the libraries! I am afraid it will do the same thing with the 500 GB BBCSO...I really want to avoid this. How?

    All the libraries are right there...I tried to use the 'locate' function, but it simply proceeds to download anyway.

    Something is not right. What do you suggest I do?

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  • Ben

    Hi Andrew,

    With our smaller libraries, like LABS, I would always advise doing the whole download process on the machine you intend to use the library on, if you want to download on a different machine and then move the product, the process is detailed here: https://spitfireaudio.zendesk.com/hc/en-us/articles/360016282993-How-It-Works-Moving-Hans-Zimmer-Strings-To-A-New-Location

    However, none of this applies to the process of installing BBC SO from the SSD that we supply, in that case we have provided a video on the SSD called "WATCH ME FIRST" that shows the very simple install process.

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  • Andrew Bruhacs

    Hi Ben,

      here is my error log:

    https://www.dropbox.com/s/5znlihoyzd3z0q2/spitfireaudio2019-11-08_14-00-22.log?dl=0

    As you said, I will need to repair all the LABS instruments and then it should work. The error comes up only from the instruments that I haven't yet repaired fully. I just wish it would not have to redownload all the sample content.

    Let me know if you have any further advice. Thanks!

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  • Anthony Patterson

    Just downloaded the epci strings but when I open my dw and open the instrument I get the error 1 " can't locate the instrument folder" message. No idea why this is happening! The folder is tyhere on the drive! The same drive s all my other spitfire libraries.. Guys?

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  • Ben

    Anthony, if you haven't already please contact our support team by clicking on the "help" bubble in the bottom right of this page, this is a known issue on certain systems that we have a workaround for.

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  • Hyunho Noh

    I made a request two times about download. But I haven't got any response yet...

    Please handle with my problem..

    I don't know why there is no installation button on Spitfire App. 

    Is there a number I can download in Spitfire ?

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  • William McNeil

    Hi, I've recently purchased a new mac. My original purchase of HZ Piano was provided on external drive by Spitfire. I've since mislaid the external drive and have no access to the original files. When following instruction to reset the entire library on library app, I get a message saying I can only reset latest installed version or newest available update. I'm not sure how to proceed. If I reset latest update will the app install the entire library again? Thanks

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  • William McNeil

    Hi, this has since been resolved with Sandy on chat...thanks

     

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  • zijie Jin

    Hi, my friend.I need some help.Now I have successfully downloaded the woodwind and percussion parts of the BBCSO, but an attempt failed to download the string and brass parts.The reason seems to be that the reset times have been used up, as shown in the picture, could you please refresh the reset times for me to continue trying? Thank you!

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  • Benn Kim

    Hi Ben, I've downloaded some products and it worked well

    but when I tried to download Electronic Piano, it's stuck at 99% and don't work at all now.

    I tried to repair these but nothing worked...

     

    plz help me! :)

     

    Thank you 😊 

     

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  • Ben

    Benn Kim, I have created a ticket in our support system on your behalf. One of our technicians will get back to you

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  • Dor Friedman

    Hello Ben,
    I’ve just purchased the Studio Strings, and after hours of expectation after downloading the 210GB library, it show after I pressing the instrument, the Missing samples error..
    And I did I think the whole steps you instructed in the email message after purchasing.
    I already created a ticket , but yet nobody from spitfire support return in message..

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