We are aware of a current issue with the App that means some users LABS products show up under Not Installed, even though the user has installed the product and it is working on their system.
This occurs due to a permissions issue with the App. In most cases, it can be solved by simply changing the permissions on your AAX plugin folder, or allowing Full Disk Access if you are using Mac 10.14 (Mojave) or above.
DAW Application is Closed
Before following the troubleshooting steps below, please make sure you have completely closed (quit) your DAW. The Application will not be able to overwrite the current LABS plugin if it is opened in a current session.
Download the Latest App
Before starting with the troubleshooting advice below, make sure you have installed the latest version of the Application here: Link to the Spitfire Audio App Download Page
Make sure, once you have updated your Application, you are connected to our faster Cloudfront Servers by checking the option is enabled in settings.
Full Disk Access
To enable full disk access on Mac, go to System Preferences > Security and Privacy > Privacy > Full Disk Access. From there, click the unlock icon, type in your computer password, and then click the (+) button. You should now locate the Spitfire Audio App from your Application list, before selecting Open.
When the Spitfire App is now reopened, it will now have Full Disk permissions, and you should attempt to install any LABS libraries again.
If you cannot enable Full Disk Access on your OS, you should also check that the App has successfully installed the AAX Plugin. The location for the plugin are as follows:
32-bit AAX: C:\Program Files (x86)\Common Files\Avid\Audio\Plug-Ins
64-bit AAX: C:\Program Files\Common Files\Avid\Audio\Plug-Ins
Mac: MacHD/Library/Application Support/Avid/Audio/Plug Ins
If the plugin is not installed in the correct location, this will indicate a permissions error with the install.
To change a folder permission on Mac:
- control + click on the (AAX) Plug-Ins folder, select 'Get Info' and navigate to the bottom of the pane "Sharing and Permissions".
- Open the dropdown and next to each user, make sure Read and Write is selected.
- To change this, click on the Padlock to unlock, and then click on the Read and Write text to reveal the dropdown menu.
- Reopen the Spitfire Audio App and attempt to install the library again.
To change a folder permission on Windows:
- Make sure you are logged in as the Admin. You should use an Admin account to use our products- if you have a User Account, you may incur Error 5: "Error #5 something went wrong" in Spitfire instrument.
- Right click on the Plug-Ins folder and select "Properties"
- Select the Security Tab, where a list of users should be displayed.
- Click on the User account you wish to modify and select Edit.
- Check the Allow box for the listed permissions in Permissions for Administrators.
Contact Spitfire Audio Support
Before creating a ticket with our support team, please attempt to download a LABS library again. If the download fails, the reason for this will be registered in your Application log which is hyperlinked in the Spitfire Audio App > Settings > Troubleshooting > Show Log File.
Alternatively, the file is found in:
Mac OS: User/Music/Spitfire Audio/Settings/lm.log
Windows: C:/Users/[username]/AppData/Roaming/Spitfire Audio/Settings/lm.log
When you find the log, please attach this to your support ticket using the Help Widget below. You should also tell us as much about your system as possible, including if you are using an M1 Mac.