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Frequently asked questions - General
Help! I can’t unpack my product!
PC: You need to make sure you have a recent version of WinZip (www.winzip.com) in order to unpack the file. Make sure also that your
computer is configured to view Hidden and System files - otherwise you will not be able to see .DLL files
MacOS: The delivery package needs to be UnStuffed with Aladdin System’s Stuffit Expander v5 or better.
Each time I try to install the product it says “No component selected” and exits!
This applies only to installers downloaded prior to August 2003: You must click in the empty column to the left of the component (VSTi/DXi version.
for example) to select it. When an installation component is selected a large “tick” will appear next to it. Download our install guide here.
Help! I deleted my receipt e-mail!
Don’t say we didn’t warn you it was important! Please contact admin@muon-software.com from the same e-mail account you had the product delivered to.
I’ve been to the secure payment area, but I didn’t see a link
to download the product, what happens now?
Click here to see details of the purchasing and delivery process again.
I just ordered, where’s my product?
It takes up to 72 hours for your product to be transmitted to you by e-mail. During this time, we’re checking your credit card details and address carefully.
Help! I got a virus/my hard disk crashed/deleted the product by mistake
Mail us with your details (receipt number, name, address) and we’ll send you a new copy. You should definitely make a backup of any software
you buy online, however!
Can I get support for my product without a reference number?
No - but if you have lost or deleted your receipt then simply mail us with your details and we’ll look it up for you.
Can I crossgrade from the Mac OS9 version to OSX? PC VST to DXi? Mac to PC or vice-versa?
Yes, yes and yes...and any other combination of full product versions to any other that isn’t listed. We don’t charge to crossgrade so drop
us a mail with suitable proof of purchase such as your original receipt reference number.
I can’t figure out something in Logic/Cubase - can you help me?
We’ll always try our best, but since we didn’t write it we might not know the answer. Both Steinberg and Emagic offer much better support
from their respective web pages
Why do I experience a delay between playing a note and hearing a sound?
This is called latency, and is entirely down to your sound card drivers. If there is an ASIO driver written for your sound card you should
definitely use it, as this will give the lowest latency possible on your system. Check with your sound card manufacturer. Please be aware though that professional music-orientated sound cards nearly always come with ASIO
drivers in the box. Cheap consumer or game-orientated cards are a false economy, and will almost certainly not have such drivers written for them.
PC: If you absolutely cannot use ASIO drivers, make sure you have the
most up-to-date DirectX driver for your card. This will reduce latency to the lowest possible on your system.
Mac: Apple SoundManager on most systems will give too high a latency to be playable in real time. Under these
circumstances you may wish to record your riff on a MIDI track first, and then redirect the track to your software synthesiser.
Can we give away your software on our magazine / web site / etc.
Our commercial products are copyright, and protected. If you do this, you will be breaking the law, and we may prosecute. Our freeware
products are also copyright, and may be distributed on magazine cover disks and websites provided you have written permission from us. Otherwise, you will again be breaking the law and open to prosecution.
Can we link to your website?
In most circumstances yes. You must send our webmaster an e-mail with the URL of your site before doing so, though.
Can we distribute our products through your website?
If you have created a great piece of music software, then tell us - send an e-mail to dave@muon-software.com - if your product is of the right level of quality and sits well with our own products we might be interested in distributing it for you.
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