Problem: iLok or license missing
Please see the instructions below to resolve the following error:
“Play could not verify the license for <Library Name>.”
Confirm that your iLok key is plugged in.
If this doesn’t help or if you are using a machine-based license, please visit…”
Solution 1: Make sure your iLok key is plugged into your computer and working
An LED light indicates that the iLok key is receiving power. If the LED light is not glowing, it may not be receiving enough power. Try plugging your iLok key directly into the computer if you are currently using a USB hub.
If you have a machine based license and are experiencing this error, please continue.
Solution 2: Activate your license using the EW Installation Center
The Installation Center is available for download here.
- 1. Once downloaded and installed, please sign in with your EastWest/Soundsonline username and password. It may take a moment to update your product catalog.
- 2. Check that your product is shown as 'Activated' in the Installation Center.
- 3. If this isn't the case, please check under 'New licenses available' panel near the top of the Installation Center to see if your license is available for activation in the top of the Installation Center.
- 4. Select your product from the list and click “Next” to activate your license to your iLok or computer.
Solution 3: Synchronize your iLok key in the iLok License Manager
The iLok License Manager is available for download here.
- 1. Once downloaded and installed, please sign in with your iLok username and password.
- 2. Click on your iLok key in the left-column.
- 3. Right-click (or control click) on the iLok key and choose 'Synchronize' in the menu options.
Solution 4: Update Play
If you are running a machine-based license or have a Composer Cloud subscription you need to be running Play 4.2.35 or later. If this isn’t the case download the latest Play update here.
Solution 5: Reinstall your VST plugin (Windows)
If you have already installed the latest Play update and are getting license errors only in your VST plugin:
- 1. Open Main Menu>About in the VST plugin and check the version number.
- 2. If the version is 4.2.2 or lower check the VST path in your host.
- 3. Go to this location and delete the Play_x64.dll or Play.dll you find there.
- 4. Reinstall the latest Play update and when you are prompted for the VST path make sure it matches the path in your host.
Please note! An iLok Account is required to activate your products. If you do not have an iLok account or are unsure if it’s set up correctly with your Soundsonline account, please contact licensing@eastwestsounds.com with your order number and Soundsonline account name.
Problem: Subscription Expired
Please see the instructions below to resolve the following error:
“Play could not verify the license for “<Library Name>.”
Your subscription for <License Name> has expired.”
Solution: Ensure your subscription payment has gone through
If you are a subscriber to Composer Cloud, please contact billing@eastwestsounds.com with your order number and Soundsonline account name.
If you cancelled your subscription and have decided to subscribe again, please see: http://www.soundsonline.com/composercloud
Problem: Cannot connect to license server
Please see the instructions below to resolve the following error:
“An error occurred while trying to establish a connection to the license server.
Your activation for “<License Name>” could not be refreshed.
Please connect to the internet and reload “<Instrument Name>.””
Solution 1: Establish your internet connection
An internet connection is required to reactivate your monthly subscription. Please ensure the connection is working. If you have problems try rebooting your modem/router or checking with your internet service provider.
Play will refresh your activation (if an internet connection is present) the next time you load an instrument from one of the affected libraries.
Solution 2: Refresh your activation with the EW Installation Center
This will work if you want to keep your DAW computer offline. In this case simply install the Installation Center on a different computer that is online and plug your iLok into that computer to refresh.
The Installation Center is available for download here.
- 1. Once downloaded and installed, please sign in with your EastWest/Soundsonline username and password.
- 2. It may take a moment to update your product catalog.
- 3. If there are activations waiting to be refreshed this happens automatically at startup of the Installation Center.
Solution 3: Refresh your activation in the iLok License Manager
This will work if you want to keep your DAW computer offline. In this case simply install iLok License Manager on a different computer that is online and plug your iLok into that computer to refresh.
The iLok License Manager is available for download here.
- 1. Once downloaded and installed, please sign in with your iLok username and password.
- 2. If you are using an iLok make sure it is plugged in
- 4. Click on the location that contains your license in the left-hand pane.
- 5. Locate the license in the window pane to the right (where all licenses are shown)
- 6. Right-click (or control click) on license and choose 'Refresh' from the menu options.
Problem: Favorites path missing
Please see the instructions below to resolve the following error:
Play could not load “<Instrument Name>.”
Please set a valid Favorite path for “<Library Name>.””
Solution: Set the Favorites Path
Please make sure that each product is set up properly within the Favorites window. You can do it directly through the Play Virtual instrument, or through the Installation Center. Please see the instructions below for your preferred method.
Via Installation Center:
- 1. Launch the Installation Center and Login.
- 2. Hover your mouse over the panel for the affected product to reveal the Gear icon to the far-right and click on it, then click on "Locate Directory and Reinstall" from the pop up menu.
- 3. When the window asks you to "Select the Instrument Directory" for the product, navigate to the Instruments folder (within the Main Library folder), highlight it, and click "Open".
Via Play Software:
- 1. Launch PLAY in stand alone mode.
- 2. Click the Browser button located near the top of the PLAY interface.
- 3. In the lower-left corner of PLAY find the Favorites window pane. Click on the Favorites Tab.
- 4. Right-click or control-click in the Favorites window and select "Add Another Product Library" from the pop up menu.
- 5. Find your product title from the list and click on it.
- 6. This will bring up a window that asks you to "Select the Instrument Directory" for the product
- 7. Navigate to the Instrument folder (within the Main Library folder), highlight it, and click "Open"
The directory has now been established, and you can load sounds from that PLAY Library through the Favorites window in PLAY's Browser.
Problem: Sample path not found
Please see the solutions below to resolve the following error:
Play could not find a valid sample folder for “<Library Name>.”
This is not a valid sample path “…”.
Please locate the Samples folder for the “” library or abort loading.”
Solution 1: Click “Locate Sample Folder” and select the correct Samples folder
EW Sample Libraries have the following file structure: a Play Libraries folder that contains a Main Library folder for each product. Inside each Main Library folder there needs to be an Instruments folder and Samples folder.
In the file browser that pops up navigate to the Samples folder for your library.
Solution 2: Reset the Favorites Path
If the above solution does not work, please make sure that each product is setup properly within the Favorites window.
You can do it directly through the Play Virtual instrument, or through the Installation Center. Please see the instructions below for your preferred method.
Via Installation Center:
- 1. Launch the Installation Center and Login.
- 2. Hover your mouse over the Product panel to reveal the Gear icon to the far-right and click on it, then click on "Locate Directory and Reinstall" from the pop up menu.
- 3. When the window asks you to "Select the Instrument Directory" for the product, navigate to the Instrument folder (within the Main Library folder), highlight it, and click "Open"
Via Play Software:
- 1. Launch PLAY in stand alone mode.
- 2. Click the Browser button located near the top of the PLAY interface.
- 3. In the lower-left corner of PLAY find the Favorites window pane. Click on the Favorites Tab.
- 5. Find your product title in the list and right-/ctrl click on it. Select “Set Product Library Directory.”
- 6. This will bring up a window that asks you to "Select the Instrument Directory" for the product
- 7. Navigate to the Instrument folder (within the Main Library folder), highlight it, and click "Open"
Solution 3: Use the 'Download and Reinstall' option in the Installation Center
If none of the above works and your library is available for download from the Installation Center you can re-download it.
In the IC find the affected library in the list and hover your mouse over the Product panel to reveal the Tool icon to the far-right. Click it and go to 'Download and Reinstall'. This option will re-download a product's main library and install the software components required by the Play Software.
Please note: the library will install to the directory that is set within the 'Library Path…' option in the Main Menu (top-right) of the Installation Center.
Problem: Play could not find sample
Please see the solutions below to resolve the following error:
“Play could not find <full path to .ews file>.
This is likely caused by an improper installation. Please reinstall <Library Name> to correct the issue.”
Solution 1: Install the latest Instruments and Samples updates
- 1. Download the latest Instrument and Sample updates for your library from www.soundsonline.com/support
- 2. Run the installer for the Instrument update and proceed through the prompts.
- 3. A message may appear asking you to 'select the folder to install your <library name>'. In this case, navigate to the Instrument folder for your library, and click 'choose'.
- 4. Now, run the Sample update for your product, if available.
Please note: If the problem is occurring in a project you will have to reload the instrument for the update to take effect.
Solution 2: Check whether the [.ews] file exists at the specified path
If the problem persists after following the steps above, please check if the sample [.ews] is present in the path referenced in the error message.
- 1. When the error message appears, make note of the file directory where the sample exists. Open a Finder/Explorer window and navigate to the location, following each sub-folder until you come to the .ews noted in the error.
- 2. If the file does not exist, please see the last step below.
Solution 3: Use the 'Download and Reinstall' option in the Installation Center
If none of the above works and your library is available for download from the Installation Center you can re-download it.
In the IC find the affected library in the list and hover your mouse over the Product panel to reveal the Tool icon to the far-right. Click it and go to 'Download and Reinstall'. This option will re-download a product's main library and install the software components required by the Play Software.
Please note: the library will install to the directory that is set within the 'Library Path…' option in the Main Menu (top-right) of the Installation Center.
Problem: Product not installed (product chunks missing)
Please see the instructions below to resolve the following error:
“Play could not load <Instrument name>.
You do not have a valid installation for “<Library Name>.”
Please reinstall “<Library Name>.””
Solution 1: Use the 'Locate Directory and Reinstall' option in the Installation Center
- 1. Launch the Installation Center and Login.
- 2. Hover your mouse over the Product panel to reveal the Gear icon to the far-right and click on it, then click on "Locate Directory and Reinstall" from the pop up menu.
- 3. When the window asks you to "Select the Instrument Directory" for the product, navigate to the Instrument folder (within the Main Library folder), highlight it, and click "Open"
Solution 2: Use the 'Reinstall Play Software' option in the Installation Center
At the top of the IC you will see the latest Play Software available for download. Press the download button.
Once the download is complete it will automatically open the PLAY Software Update installer, where you can proceed through the prompts to complete installation of PLAY.
