SUPPORT ← SLATE + ASH

Please take a look at the following information to see if you can find a solution to your problem. If not, feel free to get in touch at support@slateandash.com.

GENERAL

DRIVE FORMATS ON MACOS

Please note that case-sensitive formatting of hard drives on MacOS is not compatible with our products.

On macOS 10.12 Sierra (and earlier versions of OS X), the standard HFS+ / Mac OS Extended (Journaled) format is recommended.

On macOS 10.13 High Sierra and later, the Apple File System (APFS) format is recommended.

NATIVE ACCESS SAYS 'ADD LIBRARY' BUT NOT 'INSTALL'

This is a bug in Native Access that has been fixed in later versions. It should give you install options rather than asking you to add the library.

In the first instance, please upgrade Native Access to the latest possible version:
https://www.native-instruments.com/en/specials/native-access-2/

You can find legacy installers here:
https://support.native-instruments.com/hc/en-us/articles/360000407909-Native-Access-Legacy-Installers-for-Older-Operating-Systems

Then please make sure to log out, exit Native Access, reboot, and log back in.

If you are continuing to have problems and are a Mac user, please try the steps in this article:
https://support.native-instruments.com/hc/en-us/articles/360016913977-Native-Access-Error-Message-Installation-Failed-Mac-

And the steps in this article under 'Additional Steps':
https://support.native-instruments.com/hc/en-us/articles/360000884238-Native-Access-Error-Path-is-invalid

CRASHES / GUI GLITCHES / OTHER UNUSUAL BEHAVIOUR

Please note that none of our instruments are designed to work with Kontakt's native MIDI CC modulation system and using this can result in strange behaviour. We recommend users only use the modulation systems we have designed.

INSTRUMENT IS NOT SHOWING IN KONTAKT

Please check you have met the minimum Kontakt version shown on the instrument's landing page. Our instruments each have different requirements and won't show up if you are using an outdated version.

REFUNDS

As is common with most Kontakt-based library manufacturers, we are unable to offer refunds as standard, but may do so at our discretion.

If you have any concerns about fitting our instruments into your workflow, feel free to send us an email first: support@slateandash.com

We also recommend checking out the many in-depth reviews of our products available online.

DEMOS + TRIALS

As is common with most Kontakt-based instrument manufacturers, we are unable to offer a demo version. Please check out all our overview videos before ordering and feel free to contact us with any questions: support@slateandash.com.

You can also find many in-depth reviews of our products on YouTube and other sites.