Support

The popularity of Monstrum Media’s editors is growing exponentially, so in attempt to help address any questions or setup/configuration issues you may have when getting started with our software we’ve put together this page as sort of a FAQ and Troubleshooting list.

Our editors are compatible in Windows, OS X and Linux as both stand-alone and VST editors. Not only are there many types of computers the software runs on, there are also many ways in which your synthesizer may be connected to your computer, so keep this in mind when attempting to troubleshoot or request support.  ALL of our editors were troubleshot and beta-tested by many users with as wide of configurations as possible before released for sale in attempt to cover every possible scenario. So if you’re having issues, take a deep breath and realize there is probably a very good reason as to why you might be running into issues, in most cases the issue can be very easily identified and solved.

We’ve gone to great lengths to make the software and documentation as easy to follow and use as possible. With that said keep in mind the number of possible variables in play, and in general when troubleshooting, we can’t stress this enough: keep it simple. There can be MANY variables involved in your setup, therefore getting a baseline from a simple set up to verify things are working can be paramount to getting the most out of your investment put in your synthesizer and the editor.

So… let’s just jump right into a few scenarios so you can get working, shall we?

Frequently Asked Questions:

1. I ordered your software and I can’t find it.
Immediately after purchasing you were sent an email with links to the software to the address you supplied when you placed your order . Since it came from an email address that your incoming mail server might not recognize and the email contained a link it may have been snagged by your spam filter.

If you can’t find the email you can always log in to monstrummedia.com using the account you were required to create at the time you purchased. If you do not remember your username/password you can use the recovery tool to reset it.

2. I can’t get things working and I’ve tried everything.  Remain calm. We’ll get this solved. Possibly one thing you haven’t done is trash the editor’s settings/preferences. It is necessary to trash the preferences after upgrading from a previous version, and sometimes is just a good place to start when troubleshooting ANY software application.

Simply delete the folder who’s name matches the editor you are troubleshooting. These files can be found in either of the following location depending on your Operating System: (On windows, please be sure to enable “Show hidden files, folders, drives” within “Folder Options”)

     Windows XP: \Documents and Settings\\Application Data\(editor name)
     Windows 7,8: \Users\(your user name)\AppData\Roaming\(editor name)
     OS X: /Users/(your user name)/Library/Preferences/(editor name)

Beyond that it is very possible the issue is caused by a configuration setting on the synth you are attempting to edit with the software, or something else non-software related.

  • Ensure the synth’s Device ID is set to 0
  • Set the synth’s MIDI channel to OMNI (if even temporarily to verify the issue doesn’t lie somewhere else)
  • Verify the synth is set to TX (transmit) and RX (receive) CC & SysEx messages
  • Why not try swapping MIDI/USB cable?
  • Keep it simple and if your synth allows it, attach the synth to your computer VIA USB instead of 5 pin DIN via MIDI interface.

3. When running your editor as a VST in my DAW, Im getting a “failed to open device” error when setting up the MIDI INPUT and MIDI OUTPUT devices in the monstrum editor’s menu. 

If you are getting this error it is because the port/device is already being used. The ports (devices) you are selecting are probably enabled in your DAW. You must *disable* these ports within your DAWs main MIDI settings, otherwise they can not possibly be available to the VST subsystem. Go to your DAW’s MIDI settings, ensure the ports that connect to your Synth are disabled, then return to the VST and reselect them. NOTE: Some synths provide both a USB and 5 pin DIN connector. In most cases in fact if your synth has a USB connector that is all you need to provide MIDI communication to and from your computer. The benefit of using USB MIDI is the port will automatically be named specific to your synth.

 

4. I’m trying to use your editor in my DAW and I don’t seem to get any communication either to or from the synth using your editor. 

There is a readme file in the DOCUMENTATION folder that lists steps to configure the editor. In its simplest form, it goes as follows:

1. Disable the midi ports of the synth you want to control in your DAW. (We just went over this above)
2. Load the editor VST into your DAW.
3. Within the VST’s “MIDI” Menu, select the MIDI Out Device connected to your synth
4. Within the VST’s “MIDI>Plugin Options” Menu, enable “Input from plugin host” and “Output to plugin host“.
5. Within the VST’s “MIDI>MIDI Thru” Menu, Enable “Plugin Host -> Output Device”.

Beyond these steps, if you still are seeming to experience issues with communication either to or from the synth, the most effective way to isolate the cause of the issue is to try put aside the VST and ensure there isn’t a more simple cause to the issue. We always recommend when starting with our software that you work with the stand-alone editor as there things are significantly more simple…

If you haven’t already at this point, please close the DAW, and shut down the computer. Power cycle (turn off, wait a few seconds, then turn back on) your synth, then reboot your computer.

It might be worthwhile to trash the editor’s preferences at this point as well. When troubleshooting it always helps to start from as clean of a slate as possible to isolate variables.

Now, simply launch the stand alone editor and configure the MIDI Input and MIDI Output Devices under the editor’s “MIDI” menu. Ignore any other MIDI setting.

When you press a key on the editor’s GUI keyboard, do you see the synth’s MIDI activity illuminate? Do you hear sound?
When you turn a knob on the synth, do you see the parameter change on the editor’s GUI?
When you change programs from the editor’s GUI, does the synth change programs?
Does the editor’s GUI update to reflect the program change? (all knobs/sliders/buttons and program name should update on the editor’s GUI)

 

5. The menu in your VST editor seems to be blank or greyed out. 

This may occur in some DAWs (Ableton Live seems to be the most guilty culprit) and it is a result of window focus order. Even if the VST window is floating above your DAW, focus might be given to another part of your DAWs interface. To bring focus back to the monstrum editor VST, simply click anywhere within the editor’s interface (preferably a blank portion, not a knob/button/slider), then try the menu again. The menu should work as expected.

 

6. The fonts and arpeggiator looks different from the advertised screenshots of the editor. 

If you didn’t install the fonts that came with the editor (especially if the editor uses special glyphs for the arpeggiator) things might look a little different than advertised. It isn’t absolutely necessary that you install these fonts but your system’s default fonts might not be as aesthetically pleasing as the intended look and feel which is designed to match that of the synth the editor handles. You’ll find these FONTS in the FONTS folder after you unzip the provided files.

Contacting Monstrum Media Support:

Now that you have been armed with the essential troubleshooting steps, if you are still having issues, please contact us and provide a little background so we can efficiently identify, address and solve the issue you’re experiencing. In most normal circumstances you should hear back from us within 24 hours, if for any reason there is a longer delay feel free to follow up. We’re nice people and want you to be able to succeed with this software, otherwise it wouldn’t be publicly available. When contacting Monstrum Media for support please remember to let us know: 

  • Which software editor are you having issues with?
  • What computer operating system are you running the editor in?
  • What version of synth are you using? What is the firmware/operating system version on your synth?
  • Is the issue you are experiencing occurring within the VST? If so, with what DAW? Have you tried other DAW(s)? (recommended)
  • Is the issue you are experiencing occurring within both the VST and the stand-alone version of the editor?

You’d be amazed how much more quickly we can solve the problem when armed with these small vital bits of info. If we don’t know, you’ll probably be asked, so the more info given that will possibly allow us to reproduce the issue – the faster we’ll be able to identify the cause of the problem and get you a solution!

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