I'm here to assist you with EastWest support

[EastWest Lurker]

I have updated info (good news) on the sustain pedal in Cubase issue but please, let's keep further discussion about it in the following thread to avoid duplication:

East West sustain pedal problem.

[sottovoceprods]

Hi, Jay. I have had an open support ticket with EW for almost a month--with no response other than being told that the engineers are looking into the issue. For a working composer (or anybody, for that matter), it is unacceptable to purchase a new product and go this long without any solution to my technical issue.

The problem I am having is that the legato and portamento commands in Hollywood Brass do not work with Nuendo (5.5.3) on my Mac (12-core MacPro running Lion 10.7.4 with 96GB of RAM). It is actually a twofold problem in that (1) the "scripted" portamento and legato controls (those buttons that light up blue when activated in the PLAY instrument window) do not respond to MIDI, i.e., I cannot activate and deactivate them via MIDI within Nuendo.

Also, (2) the portamento and/or slur patches (those instruments with actual recorded slurs programmed/crossfaded in the patch) do not respond to the MIDI commands for portamento on/off (cc65) and portamento control (cc5).

To me this library, as well recorded as it is, is of no value if I cannot get the desired extra realism needed, which is only achieved by adding in legato and slur/portamento. I have been very pleased with Hollywood Strings, but something is surely amiss in this brass library. I would appreciate a response.

Thank you,
Shaun

[kevaquarian]

Hi Jay!

Licence/Auth issue:

East West QLSO Gold Mic Upgrade is telling me that I can't load close samples, and directing me to website to "find out about upgrades".

I had to re-install the whole package off DVD (a ball-ache) in an attempt to cure the "missing sample" error that's been well documented.

So, I have all the samples present and correct, but cannot load them.

I have the licences on my iLok from way back, and there is no problem with the iLok itself. Well, at least, there is no apparent problem with any of my other iLok plugz.

I suspect that it's because I don't have the required keyfile in the "product chunks" folder? I don't see one for the Close Mic Upgrade. How do I get that file created in there? Or could you send me one maybe?

Thanks,

Kev

[EastWest Lurker]

Originally Posted by sottovoceprods

Hi, Jay. I have had an open support ticket with EW for almost a month--with no response other than being told that the engineers are looking into the issue. For a working composer (or anybody, for that matter), it is unacceptable to purchase a new product and go this long without any solution to my technical issue.

The problem I am having is that the legato and portamento commands in Hollywood Brass do not work with Nuendo (5.5.3) on my Mac (12-core MacPro running Lion 10.7.4 with 96GB of RAM). It is actually a twofold problem in that (1) the "scripted" portamento and legato controls (those buttons that light up blue when activated in the PLAY instrument window) do not respond to MIDI, i.e., I cannot activate and deactivate them via MIDI within Nuendo.

Also, (2) the portamento and/or slur patches (those instruments with actual recorded slurs programmed/crossfaded in the patch) do not respond to the MIDI commands for portamento on/off (cc65) and portamento control (cc5).

To me this library, as well recorded as it is, is of no value if I cannot get the desired extra realism needed, which is only achieved by adding in legato and slur/portamento. I have been very pleased with Hollywood Strings, but something is surely amiss in this brass library. I would appreciate a response.

Thank you,
Shaun

I passed this on Shaun and I am sorry you did not get the response you want, just that the development team is looking into this and there is no immediate solution for you.

[EastWest Lurker]

Originally Posted by kevaquarian

Hi Jay!

Licence/Auth issue:

East West QLSO Gold Mic Upgrade is telling me that I can't load close samples, and directing me to website to "find out about upgrades".

I had to re-install the whole package off DVD (a ball-ache) in an attempt to cure the "missing sample" error that's been well documented.

So, I have all the samples present and correct, but cannot load them.

I have the licences on my iLok from way back, and there is no problem with the iLok itself. Well, at least, there is no apparent problem with any of my other iLok plugz.

I suspect that it's because I don't have the required keyfile in the "product chunks" folder? I don't see one for the Close Mic Upgrade. How do I get that file created in there? Or could you send me one maybe?

Thanks,

Kev

Hi Kev, email this to me please and let me see if I can get you some help.

[kevaquarian]

Thanks Jay - have emailed you the text from the post, coupled with screenshots of the product chunks folder.

[sottovoceprods]

Hi, Jay. Thanks for checking in. The responses are a little vague, after a month's time. "Looking into it" - what does this mean? Is this issue going to be fixed anytime soon? Perhaps you can dig a little deeper....I would like to believe that this issue is somewhere near the top of the priority list, but it sounds like, for all I know, nobody has even looked at the issue yet.

I am sure you can't blame me for wanting the product to work as it should.

[EastWest Lurker]

Originally Posted by sottovoceprods

Hi, Jay. Thanks for checking in. The responses are a little vague, after a month's time. "Looking into it" - what does this mean? Is this issue going to be fixed anytime soon? Perhaps you can dig a little deeper....I would like to believe that this issue is somewhere near the top of the priority list, but it sounds like, for all I know, nobody has even looked at the issue yet.

I am sure you can't blame me for wanting the product to work as it should.

Understood. "Looking into " means the development team will check it out. and try to reproduce it, then fix it. Although they have never said this to me, common sense would dictate to me that the more users reporting it and the easier it is to reproduce it, the closer it goes to the top of the priority list and of course, conversely, the fewer and more difficult, the bottom.

[sottovoceprods]

Still, the fact remains that since June 12--three weeks ago--I have yet to receive any follow-up response through the EW tech support "ticket" system. As a customer I have basically been put on hold for three weeks+. Also, Nuendo/Cubase, MacPro and OS Lion are all, I would assume, very common setups for using PLAY...but regardless as to how many people have my exact set-up--or how many people are simply not complaining about, or not yet aware of this lacking in functionality--these are all major platforms for using the PLAY software, and fixing this problem should absolutely be a TOP PRIORITY.

I would like an ETA as to when this problem will be fixed. If you do not know, then I would like to hear from someone in the development team who is "looking into" this issue. As I said, I have no use for this software without legato/slur/portamento. I have a right to request a refund if the software does not do what it should--but I really don't prefer to go that route. I would prefer that the software work properly, and that I get proper customer service.

[sottovoceprods]

P.S. The one response that I did receive three weeks ago, via the EW ticket system, was that the problem has been replicated, and that the person (from East West) who was responding was "waiting to hear back" from the developers. Who are these mysterious people that are apparently able to keep the company that hires them in the dark, and still collect a paycheck....

[EastWest Lurker]

Originally Posted by sottovoceprods

Still, the fact remains that since June 12--three weeks ago--I have yet to receive any follow-up response through the EW tech support "ticket" system. As a customer I have basically been put on hold for three weeks+. Also, Nuendo/Cubase, MacPro and OS Lion are all, I would assume, very common setups for using PLAY...but regardless as to how many people have my exact set-up--or how many people are simply not complaining about, or not yet aware of this lacking in functionality--these are all major platforms for using the PLAY software, and fixing this problem should absolutely be a TOP PRIORITY.

I would like an ETA as to when this problem will be fixed. If you do not know, then I would like to hear from someone in the development team who is "looking into" this issue. As I said, I have no use for this software without legato/slur/portamento. I have a right to request a refund if the software does not do what it should--but I really don't prefer to go that route. I would prefer that the software work properly, and that I get proper customer service.

I totally understand where you are coming from but at this point I have done all that I personally can do except to forward your comment. I, and many composers whose names you would know, am successfully composing with HB using legato and portamento without any major issues but perhaps we are not trying to do specifically what you are trying to do with it. I am not trying to say you are doing anything wrong, just giving my perspective.

Once again, with ANY successful company I know of, priorities are assigned to the issues that affect most customers having them and successful reproduction of the problems and the ability to fix them. And deciding where your issue fits in all of that is way above my pay grade.

But I WILL pass on your comment.

[sottovoceprods]

Thanks, Jay. Truthfully, I would love nothing more than to be told "You are doing it wrong...here is why it is not working for you....here is how to get it working." This is commonly what tech support means with any other company I have other experienced. Having thoroughly read the product instructions and having devoted much time to troubleshooting this, though, I do not think this is the case....In my experience, tech support issue should typically be cleared up as briefly as a phone call or two and perhaps a short wait time.

To me at also seems that the issue I am having was partially explained (i.e. the portamento scripting is intended for use with short patches like staccato/marcato) not sustained patches. But I did not receive any further communication, which leaves me in limbo, feeling like the issue as it pertains to the sustained patches, has been abandoned altogether....

[EastWest Lurker]

Originally Posted by sottovoceprods

Thanks, Jay. Truthfully, I would love nothing more than to be told "You are doing it wrong...here is why it is not working for you....here is how to get it working." This is commonly what tech support means with any other company I have other experienced. Having thoroughly read the product instructions and having devoted much time to troubleshooting this, though, I do not think this is the case....In my experience, tech support issue should typically be cleared up as briefly as a phone call or two and perhaps a short wait time.

To me at also seems that the issue I am having was partially explained (i.e. the portamento scripting is intended for use with short patches like staccato/marcato) not sustained patches. But I did not receive any further communication, which leaves me in limbo, feeling like the issue as it pertains to the sustained patches, has been abandoned altogether....

How about this? I have a knowledgeable friend who uses Cubase on the PC and has HB. Email me the Cubase file (zipped)and perhaps also a standard MIDI file with the names of a couple of the patches you are having problems with that I can try in Logic Pro and let me see if either of us can figure out what the hell is going on.

[grandy2]

I'm having a problem with two of the libraries saved on my ILOK.
EWQL Symphonic Choirs
GL PIanos
Both libraries used to work fine but now I'm getting the following message whenever I try to access any of the instruments:
Play could not verify the license key for the selected instrument. Please confirm that your iLok key is plugged in and contains a valid license for the instrument.

symphonicchoirs ext 2 Mar 2009 1236024529804.key

All the other libraries on my ILOK still work.
I logged into my ILOK account and all licenses were listed as active including the ones that aren't working anymore.

What can I do to fix the problem?

[EastWest Lurker]

Originally Posted by grandy2

I'm having a problem with two of the libraries saved on my ILOK.
EWQL Symphonic Choirs
GL PIanos
Both libraries used to work fine but now I'm getting the following message whenever I try to access any of the instruments:
Play could not verify the license key for the selected instrument. Please confirm that your iLok key is plugged in and contains a valid license for the instrument.

symphonicchoirs ext 2 Mar 2009 1236024529804.key

All the other libraries on my ILOK still work.
I logged into my ILOK account and all licenses were listed as active including the ones that aren't working anymore.

What can I do to fix the problem?

Email this to me please with your iLok log-in and specifics and I will get you some help.
jasher@eastwestsounds.com

[Lupez]

Hi Jay
can you please recommend me a OSX based configuration to run the Hollywood Gold series properly? an i7 16gbs iMac would be sufficient?

also, do you think Play4 wil bring some improvement on performance?

thanks.

[EastWest Lurker]

Originally Posted by Lupez

Hi Jay
can you please recommend me a OSX based configuration to run the Hollywood Gold series properly? an i7 16gbs iMac would be sufficient?

also, do you think Play4 wil bring some improvement on performance?

thanks.

At the moment, tIMHO the top of the line iMac with as much RAM as you can afford running HS from an SSD connected to Thunderbolt is what you want, until some Thunderbolt Mac Pros come out.. But with HS, it still is not going to match a mid-level PC i7 with an SSD, like I built to run the "powerful system" patches.

I am told that Play 4 will indeed bring some improvement in performance for the Mac, but I have not received a beta of it to test so I cannot specifically tell you how much, and I do not have an SSD on my Mac anyway.

EDIT:I recently swapped out my aging 2.66 Mac Pro Quad Core for a Mac Mini server 2.0 Quad Core i7 (which with Turbo Boost actually performs like a 2.9) and in Vienna Ensemble Pro I loaded5 powerful system patches (vln 1, 2, vla, cello, bass) and I can run them at a256 buffer, which I could not do on my old machine. Now obviously that is not a full template but I am curious to see if I were to load up the patches from the Template Pro folder from an SSD with Thunderbolt when Play 4 comes, what will be possible with this machine.

[manowar84]

New version, new problems.
After 20/30 minutes Play engine stop to play sounds. Other AudioUnits like omnisphere, kontakt, superior drummer and others works perfectly, play is mute. After a while, if I try to open Play, Logic 9.1.7 with MLion freeze and I must force to close it.
This problem is in addition to free and inctive free memory that PLAY doens't handle in a good way (also here the only AU that create me problems).

Again dear East West, PLAY is the ONLY AudioUnits that create me so many problem, THE ONLY ONE. I work every day with kontakt, omnisphere, superior drummer, ez drummer, Steven Slate Engine 4, Revalver, TH2 and so many other plugin and I haven't problem, NEVER. Why when I load PLAY I can't play without problems? WHY?
Is it too difficult to write a DECENT plugin? I suggest you to hire a GOOD Software developer, not like yours.
It is nasty to pay 800 euros of east west plugins and can't play because engine sucks. INDECENT. I will never buy EW in the future and I suggest to do it to all my colleague and friends. I claim to have a good engine! FIX THESE BUGS!
Miss so much Kontakt time, a real good engine.

[blackcom]

Originally Posted by manowar84

New version, new problems.
After 20/30 minutes Play engine stop to play sounds. Other AudioUnits like omnisphere, kontakt, superior drummer and others works perfectly, play is mute. After a while, if I try to open Play, Logic 9.1.7 with MLion freeze and I must force to close it.
This problem is in addition to free and inctive free memory that PLAY doens't handle in a good way (also here the only AU that create me problems).

Again dear East West, PLAY is the ONLY AudioUnits that create me so many problem, THE ONLY ONE. I work every day with kontakt, omnisphere, superior drummer, ez drummer, Steven Slate Engine 4, Revalver, TH2 and so many other plugin and I haven't problem, NEVER. Why when I load PLAY I can't play without problems? WHY?
Is it too difficult to write a DECENT plugin? I suggest you to hire a GOOD Software developer, not like yours.
It is nasty to pay 800 euros of east west plugins and can't play because engine sucks. INDECENT. I will never buy EW in the future and I suggest to do it to all my colleague and friends. I claim to have a good engine! FIX THESE BUGS!
Miss so much Kontakt time, a real good engine.

They have announced they are about release a new version of Play with a new engine. They are probably trying to do exactly what you are asking for right now. Why not wait and check this out before going bananas?

[manowar84]

Originally Posted by blackcom

They have announced they are about release a new version of Play with a new engine. They are probably trying to do exactly what you are asking for right now. Why not wait and check this out before going bananas?

Because it's about 2 years that I wait a decent engine on Mac OSX.

[EtherealEntity]

Can I get a simple installer for PLAY anywhere? I can't find it.
My CCC HDD arrived today and the installer on it wont launch (that windows error "didn't install correctly" etc..Then it wont open again until a restart.

I went through the downloads on the site, managed to find PLAY updates that seemed to be what I might need when I ran the installer, along with updates for each of the instruments. Now I have Pianos, RA etc on my start menu but launching them gives an error that a PLAY GUI file wasn't found - so I'm guessing I still don't have PLAY.

Note: I might actually have caused this problem myself. Moved all the files onto a better harddrive before installing. I can't see why that wouldn't have worked at all, but I'll never know. Unfortunately I formatted the drive EW supplied for other use first.

[EastWest Lurker]

Originally Posted by EtherealEntity

Can I get a simple installer for PLAY anywhere? I can't find it.
My CCC HDD arrived today and the installer on it wont launch (that windows error "didn't install correctly" etc..Then it wont open again until a restart.

I went through the downloads on the site, managed to find PLAY updates that seemed to be what I might need when I ran the installer, along with updates for each of the instruments. Now I have Pianos, RA etc on my start menu but launching them gives an error that a PLAY GUI file wasn't found - so I'm guessing I still don't have PLAY.

Note: I might actually have caused this problem myself. Moved all the files onto a better harddrive before installing. I can't see why that wouldn't have worked at all, but I'll never know. Unfortunately I formatted the drive EW supplied for other use first.

Update Center

[EtherealEntity]

Thanks - but that's what I got. The PLAY updates. I installed the PLAY updates and the instruments updates, and have the sample folders on the harddrive. Can't launch any of the instruments though. I haven't tried the VST plugin yet mind you

EDIT: Gotten the old installer that is noted there for compatibility issues and it's working. I hope I can update to the new one now. Cheers!

[EtherealEntity]

Sweet - All good and up to date. Loving play a lot!
Wordbuilder patches are crashing Sonar X2 but I wont worry about that for now.

My main issue is that I can't seem to get Pianos authorized. I purchased Pianos Platinum, which comes with the multiple mics.
Right clicking in the favourites area only lets me add 'pianos gold' and I am told I don't have a liscence for pianos gold.
Looking in the sample folders, it appears 'Pianos' is the one with 3 mics that I purchased a Pianos Platinium lic for. 'Pianos Gold' just has the Player mic.

How can I add 'Pianos' rather than 'Pianos Gold' to the favourites list? I presume the authorization would work then. The lic is called simply Pianos on the iLok site too.

[EtherealEntity]

Ah:



For libraries that have multiple version (below) it's a common to accidentally install the wrong version of a particular library while running the PLAY software update. Here are the libraries that have multiple versions:
QL Pianos & QL Pianos Gold
Symphonic Orchestra: Silver, Gold, Platinum, & Platinum Plus
Hollywood Strings & Hollywood Strings Gold

Important!

When installing the PLAY software update for these libraries, ensure the appropriate version is selected in the custom install menu of the PLAY software update, otherwise a licensing error message will appear. The error will occur because you may have installed the wrong version of the product on your computer, and do not have the associated license for that version on your iLok key.

[EtherealEntity]

Yeah I've fixed it. When I ran the custom install I saw Pianos or Pianos Gold and thought Gold would be the better one (mine) rather than it being Pianos Platinum and Pianos gold.

Sorry for the spam!

Got Wordbuilder working afterall too

[EastWest Lurker]

Originally Posted by EtherealEntity

Yeah I've fixed it. When I ran the custom install I saw Pianos or Pianos Gold and thought Gold would be the better one (mine) rather than it being Pianos Platinum and Pianos gold.

Sorry for the spam!

Got Wordbuilder working afterall too

Glad it's working out, E.E.

[TranscendingM]

I've a few questions. What type of glissando articulations are included? Are they fully controllable? Such Glide speeds and Intervals? For which instruments are the gliss available exactly? I hear stuff that is not in the vague documentations which is why I need clarification.

[billzoe]

Is the New Play out yet? If not...ETA?

Any word if it helps with the Clicking disaster of Play2?

[Purusha]

Hi,

I just registered my new QLS plugin. I love it!

I have a bit of a problem with it. Running on Intel Quad 2.4GHz PC with 8GB memory, Win7 64bit, 32bit Cubase system.

In sessions with about 40 audio tracks and many plugins already louded (50% PCU) I get messages that there is not enough memory to load QLS reverbs. I changed the settings to load them anyway and everything works OK even with 4 added QLS plug-ins in the session and PCU still at around 50%.

BUT when I save and reopen this session it won't load anymore. The CB engine stops responding. I tried also a fresh new session with many QLS loaded but no other plugins and it reopens normally.

Is there any trick or hint how to solve this memory problem?

Thanks!