Frequently Asked Questions

UVI Workstation displays the message "Tag Library is missing"

Tag Library is a UVI item that is necessary for some of UVI Workstation 4's new features.

These features do not apply to our pianos, and this item is not mandatory so you can just disregard the error message.

You should be able to avoid the message if you use the Files browser in UVI Workstation, instead of the Library browser.

Can I purchase a library as a gift

Sure, you can make your purchase from your own Vilabs account then you receive by email a serial number that you can offer to someone.

The lucky person you give the serial to can simply create their own Vilabs account in order to register the serial number.

Detailed instructions on how to register, install and activate Vilabs pianos can be found on this page: https://www.vilabsaudio.com/install_guide

What payment and shipping methods are available?

We accept all major credit cards as well as Paypal.

Your payment information is not stored on our servers and is processed directly with your card's banking institution or Paypal.

All of our products are only available via download, there is no shipped hardware version for our pianos.

I’m getting glitches or dropouts especially when using multiple mics or during heavy playing. What are my options?

Using multiple microphones can be taxing on the CPU and if your HD is too slow or your computer not powerful enough, you may encounter glitches and dropouts.

You can limit them by following these suggestions:

1- Increase the buffer size. This will be at the expense of the latency, but might be necessary if your computer is not fast enough.

2- Change hard drive streaming options for slower hard drives. In UVI Workstation's streaming preferences you can select the HD type, set it to "Slow - USB1 / Network" and increase the cache size to the max value.

3- Please also check for any background processes that could be using CPU and/or accessing HD and disable them if possible.

4- Reduce the piano's polyphony. This setting can be found in all our pianos on the main panel.

If you still encounter issues after that, please do not hesitate to contact us directly.

Where can I find a manual for my library?

We actually do not have pdf manuals for our pianos but you can access detailed articles for each feature included in our pianos on all product pages (you can click on the features' icons to access the different pop-up articles).

And of course if you have any additional questions you can reach our support team anytime from the following page: https://www.vilabsaudio.com/index.php?route=common/support

Where can I get an invoice for my purchase?

You can print an invoice for each of your orders from your Vilabs account in the Order History section.

https://www.vilabsaudio.com/order

Can I use my library on more than one computer at the same time?

Any Vilabs product registered after March 25, 2014 includes a license with 3 activations.

This means you can activate the license on up to 3 locations simultaneously (any combination of computers and iLok dongles).

Please note that Vilabs licenses do not have iLok Cloud support.

Can I Transfer my License to Another User?

We do allow license transfers between users, with certain exceptions stated below.

Requests must be made using the Transfer License feature in iLok License Manager and are subject to a $25 fee per-license ($50 maximum fee per-transfer) charged by PACE.

Note that although we authorize iLok license transfers, we can't do any product transfer from a Vilabs account to another : that means that the buyer will have to rely on you to get the library files.

Important note: Due to PACE's antifraud policy, a license needs to be over 90 days old before this can be transferred to another iLok account.

Where to Install Vilabs Soundbanks

Vilabs soundbanks (.ufs files) can be stored anywhere on your computer, including system disks, internal, or external drives.

For more information on how to manage your soundbanks locations in UVI Workstation you check this article.

You can disregard the steps referring to Portal as they do not apply to our soundbanks.

How to reactivate my piano on a new machine

You can perform the steps below in order to activate your product(s) on your new computer:

- Open iLok License Manager on your new computer
- Sign in to your iLok account
- Click the Available tab (or access Available Licenses via the menu View at top)
- Drag the license(s) to your new computer

Note:

If one of your machines cannot be accessed anymore, you can request the activations on it to be reset.

For more information you can check this UVI article: Machine Activation Reset – Report a Computer as Unusable

I have a RAR file after downloading my soundbank, what do I do with it?

You can extract the RAR file with WinRar (Windows) or The Unarchiver (Mac)

You will get a UFS file that you can put in the following default locations:

Macintosh HD/Library/Application Support/UVISoundBanks (on Mac)

C:\Program Files\UVISoundBanks (on Windows)

After that your soundbank will appear in UVI Workstation's Soundbanks list.

I end up with an UFS file, what is it?

UFS is the soundbank format compatible with UVI Workstation, it is a container that contains the samples, the scripts, images and all of the soundbank's elements.

You can put it in the following default locations:

Macintosh HD/Library/Application Support/UVISoundBanks (on Mac)

C:\Program Files\UVISoundBanks (on Windows)

After that your soundbank will appear in UVI Workstation's Soundbanks list.

Message "A JavaScript error occured" when installing a soundbank

Instead of using the installer, AcousticSamples libraries can be downloaded as RAR files from the page Downloads/Serials on your AcousticSamples account.

Once downloaded you can then extract the RAR file with WinRar (Windows) or The Unarchiver (Mac).

You will get a UFS file that you need to put in the following default locations:

Macintosh HD/Library/Application Support/UVISoundBanks (on Mac)

C:\Program Files\UVISoundBanks (on Windows)

After that your soundbank will appear in UVI Workstation's Soundbanks list.

I cannot find my soundbank in UVI Workstation

You probably need to check your search path settings in UVI Workstation's prefences as detailed in this UVI article.

UVI Workstation Does not Show up in my DAW

You can refer to this article from our friends at UVI: My UVI Product Does not Show up in my DAW

Can I run Vilabs pianos in 32bits?

No, UVI Workstation is only available in 64-bit since the release of version 3.

Can I use the Una Corda and Mute Strike samples even though I don’t have extra pedals?

Yes, you can set these samples to respond to any MIDI CC including your keyboard's modwheel, sliders, or you can use the graphic modwheel in UVI Workstation.

Simply set the CC value for that feature in the piano's interface to the corresponding MIDI controller you're using

For example, you could set the Una Corda pedal CC to a value of 1 for modwheel, then use your keyboard or UVI graphic modwheel to trigger the soft pedal.

This is also a great way to use Mute Strikes in the Ravenscroft 275 library if you don't have extra pedals.

I get no sound in UVI Workstation

You can refer to the following article: MIDI not Triggering Sound in UVI Workstation

How to save my custom pianos

Some of our pianos feature a preset menu available in their interface, from which you can save and load your custom pianos.

For the pianos that do not include this feature, you can save your work as a UVI Multi file by clicking UVI Workstation's menu (hamburger icon) then select Save Multi.

In both cases there is no default location, so you can save your instruments wherever you like on your system.

How to Check the Integrity of my Soundbank

Launch UVI Workstation then follow these steps to check if your soundbank is valid:

- Open the Browser and make sure to select the Files browser (not the Library browser)

- Right-click the related soundbank under the Soundbanks tab

- Select Verify soundbank integrity

You should get the following message: "Your soundbank is valid" – if not, please delete the corrupted UFS file and reinstall it.

The piano is unresponsive and I get a red border around the instrument's interface, why?

First make sure to reinstall the latest versions of UVI Workstation and your piano(s) on your system,

If it does not help you are most likely experiencing this issue because you have re-ordered or removed scripted effects (i.e. used in the instrument's GUIor script) from UVI Workstation's FX section.

Instead of reordering or removing these scripted effects, simply bypass them and you will not encounter this issue.

I get a "this script was generated with a ..." error, why?

You are most likely using an old version of UVI Workstation. Make sure to download and reinstall the latest version on your system: UVI Workstation

UVI Workstation has the message “No valid authorization found” displayed

Make sure that you have correctly activated your Vilabs license(s) in iLok License Manager:

- Open iLok License Manager from your computer's applications
- Sign in to your iLok account
- Click the Available tab (or access Available Licenses via the menu View at top)
- Drag the license(s) to your new computer

I get a "unable to mount" error, why?

You are most likely using an old version of UVI Workstation. Make sure to download and reinstall the latest version on your system: UVI Workstation