Frequently asked questions

We do not recommend using wireless headphones when playing as there is a certain latency.

In the iOS app, all audio interfaces are shown by the name "iOS Audio".

Your settings used from the last session are reloaded upon start up. Check the parameter values or reset to default values by selecting a preset in the menu.

If you encounter any error messages, or other serious issues, make sure that you are using the latest version. You can check the date of modification on the trial version page. For updates of the full version, visit the download area on our support page.

Make sure to disable any download managers that you may have installed. You can also try using another browser (e.g. Firefox).

This is a restriction that only applies to the trial version. It is described in the trial version download page.

If you are using a PC, select ASIO drivers as device in the Pianoteq Options > Devices tab (or in the audio settings of the VST host) and set the buffer size to 384 samples or below. If you do not have any ASIO drivers, you can try using third-party drivers, such as ASIO4ALL.

Make sure that your operating system is updated and optimized, free from spyware, trojans and CPU intensive anti-virus or utility programs running in the background. If using another CPU intensive VST instrument or effects plugin (such as convolution reverb), we recommend that you use it for playback and editing only if you encounter any issues. For playback and editing, increase ASIO buffer size to maximum. Although the latency will increase, the CPU load will decrease. If these adjustments do not help, your CPU may not be powerful enough (please refer to our hardware requirement specification). If this is the case you should reduce polyphony and/or the internal sample rate in the Options menu. You can also try reducing the number of output channels in the Microphones setting window.

This problem can occur if using a non-progressive (non-continuous) pedal. You should in this case adjust the noise loudness in the action panel.

Settings that in the trial version are saved in Audio Units format cannot be loaded in the full version. First convert the settings to FXP format: run the trial version (reinstall if necessary), load your saved settings there and save them as FXP files (in the Options menu). You can load these FXP files in the full version. If you encounter any problems, contact us and we will assist you.

Make sure that your computer is not running in energy saving mode. If it is, the CPU is running at a much lower speed which will result in performance issues.

Sound saturation (0 dB) starts when you play chords with more than approximately 4 notes at maximum velocity (127). Depending on the sound card, you can reach this saturation much earlier (there are cheap DAC which saturate from -18 dB). Reducing the volume in Pianoteq should solve the problem.

In Pianoteq, the sympathetic resonance simulates the behaviour of a real piano. That means that you must release the sustain pedal often when using it, just like pianists on real pianos do. You may have another experience with certain digital pianos and sample libraries as the harp resonance in those is more simplified or non-existent.

If you purchased your licence less than a year ago, and you have installed an update which includes a new instrument pack, you need to update your licence in Pianoteq (Options > About > Update licence).

As from version 6 they appear as Steinway D and Steinway B.

Those instruments are likely part of the KIViR collection. Download the latest KIViR version from the user area. Then drop the file onto the user interface to install.

In the list of VST instruments, Pianoteq 8 is listed in the ‘Synth’ sub-category instead of being listed at the top.

If you are using a 32-bit version of a host, it will not be able to recognize 64-bit versions of plugins, even if running a 64-bit operating system. You need to install a 64-bit version of the host.

If the installer is corrupted it is most likely caused by an incomplete download. Try using another browser and check that the file size corresponds to what you see when hovering your mouse pointer on the installer file in the user area, as seen below. You can also try using a download manager.

Press "L" (or click the Pen icon) to access the Preset Manager. There, click the Instruments header to sort according to instrument, then close the Preset Manager window.

This is caused by a known bug in Cubase 8.0.0. Update to 8.0.5 or do as follows: In the plugin window, click the button with a little downward-pointing black arrow against a grey background. There, deselect the 'Always on top' option.

If using Windows 10 Pro, and updating or enabling/disabling Hyper V, a duplicate activation slot may be required for the same PC. This issue should be fixed in version 6.1 and later. Duplicate activation may also occur if you are running more than one operating system on the same computer.

You may have hidden the instruments in the Preset Manager. In the Preset List, click on "View all presets".

Make sure you have installed update 7.0.2 or later.

Please install Pianoteq 8. In order to force Komplete Kontrol and Maschine to refresh everything, please follow these steps (all plugins will be rescanned): Close Komplete Kontrol and Maschine on macOS: Delete the following files in Finder: /Users/Shared/NI Resources/ (the whole folder) /Users/(YOUR_USER_NAME)/Library/Application Support/Native Instruments/Service Center/pal.db Then open KOMPLETE KONTROL / MASCHINE KOMPLETE KONTROL / MASCHINE scans for content. This may take several minutes. If content or artwork is missing, restart KOMPLETE KONTROL / MASCHINE. on Windows: Delete the following files: C:/Users/Public/Documents/NI Resources (the whole folder) C:/Users/(YOUR_USER_NAME)/Documents/Native Instruments/Service Center/pal.db Then open KOMPLETE KONTROL / MASCHINE KOMPLETE KONTROL / MASCHINE scans for content. This may take several minutes. If content or artwork is missing, restart KOMPLETE KONTROL / MASCHINE.