Section 23 · Settings and support
Troubleshooting
What it is for
Find the symptom, understand the likely cause and fix it. If it does not work, know what to gather before asking for help.
Video
T23 · ≈ 5 min
Video coming soon
This video tutorial is still being recorded. Until then, the steps below cover everything.
Video script
- Case 1: does not show up in the DAW (rescan, MIDI track).
- Case 2: blank window (WebView2).
- Case 3: sign-in or Premium error.
- Case 4: license on another PC.
- Case 5: sample list out of date (Atualizar Biblioteca, Clear cache).
- Case 6: synth does not show in the Plugin Host (Rescan, Search folders, hidden plugins).
- Case 7: preset did not change the sound (drag).
- Case 8: no sound or no MIDI (Enable audio output, Bypass, Pass MIDI through).
Symptoms, causes and fixes
| Symptom | Likely cause | What to do |
|---|---|---|
| Sonora does not show up in the DAW | DAW did not rescan; VST3 folder not read; duplicate copies | Rescan; check C:\Program Files\Common Files\VST3; keep a single install |
| Shows up, but as an effect | Inserted on an audio track | Insert it on a MIDI/Instrument track |
| Blank window / error on open | WebView2 Runtime missing | Install Microsoft’s WebView2 Runtime (Evergreen) and reopen the DAW |
| “Sign-in failed” | Wrong email/password or email not confirmed | Check them; confirm the email; “Forgot password” |
| “Premium required” / “Access revoked” | Inactive or expired license | Check the Dashboard; open a Payment ticket if it is a mistake |
| “Could not connect to the server” | No internet/firewall | Check the network and allow the plugin/DAW |
| “Session expired” | Session expired | Sign in again |
| License in use on another PC | Activation on another computer | Deactivate this PC… on the old one, or open a ticket |
| “Invalid folder. No supported samples…” | Audio formats not ticked / wrong folder | Tick the file types; choose the right folder |
| Sample list out of date | Library not re-indexed | Atualizar Biblioteca; or Settings › Data & cache › Clear cache… |
| Uncategorized sample | Generic name | See Section 10 (panel and keywords) |
| Sample does not play | AUTO PLAY, volume or moved file | See Section 7 |
| My synth does not show in the Plugin Host | Not scanned, extra folder, hidden or 32-bit | Rescan; Search folders…; Settings › Plugins; 64-bit only |
| “No plugins found” | Empty scan | Rescan and Search folders… |
| Preset did not change the sound | Synth without automatic loading | Drag the file onto the synth’s window (Section 17) |
| “X opens in another plugin (Y)” | Preset from another synth | Open it from the right synth |
| No sound from the synth | Output off, bypass or routing | Enable audio output; turn Bypass off; check the track |
| Synth does not play from the MIDI keyboard | MIDI not passed through | Turn on Pass MIDI through |
| Project reopened without the synth | Synth not installed on this PC | Reinstall; click Retry |
| Drum Rack pads are silent | A loaded synth is taking the MIDI, or the track has no MIDI | Unload plugin (Plugin Host); check the MIDI |
| Interface too small/large | Zoom | A− / A+ or Ctrl + wheel |
| Update fails | See the table in Section 21 | — |
Before you open a ticket, have these at hand
- Plugin version (Settings › General › About).
- DAW and version, Windows version.
- The synth and preset involved.
- The log: Settings › Data & cache › Diagnostics › Copy log.
- A screenshot.
If something goes wrong
- None of this fixed it.
- Open a ticket with the information from the list above (Section 24).
Questions about this section
What do I need to have at hand before opening a ticket?
The plugin version (Settings › General › About), the DAW and its version, the Windows version, the synth and preset involved, the log (Settings › Data & cache › Diagnostics › Copy log) and a screenshot.
The update failed. What do I do?
See the messages table in Section 21.