Support

Please review our frequently asked questions below. Can’t find the info you’re looking for? Reach out to us, we’re happy to help!

Frequently Asked Questions

General

Mac:

  • 2GHz CPU, 4GB RAM
  • macOS 10.13 or later
  • Apple Silicon compatible
  • AU, VST3 or AAX compatible host (64 Bit)

Windows:

  • 2GHz CPU, 4GB RAM
  • Windows 10 or later
  • VST3 or AAX compatible host (64 Bit)

You can completely remove our products from your computer by deleting the respective plugin files in the follwing install locations.

Mac:

  • AU:
    /Library/Audio/Plug-Ins/Components
  • VST3:
    /Library/Audio/Plug-Ins/VST3
  • AAX: /Library/Application Support/Avid/Audio/Plug-Ins

Windows:

  • VST3:
    C:\Program Files\Common Files\VST3
  • AAX:
    C:\Program Files\Common Files\Avid\Audio\Plug-Ins

First of all, please check that the installation was successful by inspecting the folders listed in the previous question. If you can’t find the expected plugin files there, try running the installer again.

Many host perform a scan and validation of newly available plugins on startup. Plugins that fail to validate are typically disabled automatically. Check the settings if for some reason the scan/validation failed and re-run the validation. Consult your specific DAW’s manual on how to do that.

The most common cause for a failed plugin validation is when the iLok license activation dialog that is shown on first run is aborted, for example because you decide to start your trial or purchase your license later on. In that case, the plugin can not be opened and validation fails.

When trying the validation again, the license activation dialog will open again, giving you the opportunity to start a trial or redeem your license. When this is successful, validation will pass normally and you should be able to open the plugin afterwards.

From macOS 10.13 (High Sierra) on, under some circumstances newly installed AU plugins are not found directly after installation. Rebooting your computer usually solves this. Alternatively – if you feel comfortable using a command line terminal – you can restart the AudioComponentRegistrar service by opening a terminal (under /Applications/Utilities/Terminal) and entering the following command:
killall -9 AudioComponentRegistrar
Be sure to also check the previous question for more general instructions..

We do not offer a refund policy for purchased and successfully delivered licenses.

To make sure that our products are right for you, we strongly encourage you to use the 14-day free trial period that we offer on all our products. These trial licenses are fully functional and enable you to test all features and compatibility with your setup before making the purchase.

We do offer student discounts on an individual basis. Please reach out to us if you are currently enrolled at an academic institution.

Dynamic Grading

Yes and no, depending on how you see it:

  • Yes, and it’s 100%!
  • No, because you don’t need it.

To make it clear: Dynamic Grading 2.0 is a FREE update! All you need to do is download and install the new version, and it will work with your existing license.

We understand where you’re coming from: there are graphs that look like a spectrum analyzer, and somehow you can adjust what looks like crossover frequencies. But take a closer look!

Those scales are in Decibels, not Hertz. So what you’re seeing is not the typical spectrum analyzer display, but a histogram of loudness levels that occurred within the analysis time window. Consequently, think of the markers and ratios not as something that splits the audio, processes it independently and then puts it back together. Rather, these controls work together to achieve a complex gain curve in a convenient and meaningful way.

There are no crossovers and no frequency ranges involved in this product. It all works in a broadband way.

You are not alone in thinking that would be great. But it’s not that simple.

As explained just above, Dynamic Grading does not really “split” the ranges to process them and put them back together. So it’s not like you could just mute one or two “channels” or listen to one of them individually.

Let’s think about how we would expect a solo function to sound like. Soloing the punch range would be the simplest case, as it basically comes down to a noise gate. We just mute everything below the punch threshold.

But what about soloing the floor range? We would have to keep everything that’s below the floor threshold, and mute everything above it. It’s possible, but weird and we doubt it’s really helpful in the real world.

Finally, soloing the body range would entail a combination of both. Cut everything below the floor threshold, and above the punch threshold. That’s really weird.

That said, we don’t categorically rule out adding such a feature in the future, as it is often requested. So adding it for the sake of completeness can be of value, as long as it doesn’t make the product as a whole worse. We’re pretty sure though that users will rarely use this feature productively. But maybe it’s a good feature that can be “creatively abuses”?

The reason we kept away from factory presets so long is that a specific setting only makes sense in conjunction with specific source audio and can hardly be transferred to other (even similar) recordings. That is generally still true. However, adapting a preset to the different sources has become easier starting with Dynamic Grading 2.0.

With the new hybrid UI that combines graphical markers and ratio knobs, we’ve decoupled the parameters better from each other. That way it’s easier to adapt settings. For example, when loading a preset you might keep the combination of ratios and timing settings, but only adjust the source markers to match your audio track, possibly using Source Learn in the process.

That said, we’d still like to discourage our users from relying on presets. You will get much more out of Dynamic Grading if you consciously explore how each of the parameters affects results. With Dynamic Grading 2.0 we’ve made many efforts to present it’s capabilities in a more approachable and comprehensible way.

Licensing

Playfair Audio uses iLok by PACE Anti-Piracy Ltd. for copy protection and license activation. To use our software, you need to have an account on iLok.com and have the iLok License Manager installed. If you have not used iLok before, please go to iLok.com to sign up and download the License Manager.

Licenses for Playfair Audio products can be stored on an iLok USB key (2nd generation or later), the iLok Cloud or your local computer. You can activate the licenses on up to 2 locations simultaneously.

Just download and install the product. When you attempt to open the plugin for the first time, you are prompted to either activate the 14-day trial period or enter an activation code (available for purchase on our website).

The dialog looks like this:

To start the trial period, click “Try”. If you want to activate your perpetual license, click “Activate”. In both cases, follow the instructions to log into your iLok account and start the trial or enter the activation code you’ve received after purchasing a license from our store.

During the trial period a similar dialog will appear from time to time, where you can start the license activation process.

Yes, you can sell and transfer your license to another person using the iLok License Manager. The license transfer is subject to a fee ($25 per license) charged by PACE.

For more information, see the iLok FAQ.

Sure! Please reach out to us using the contact form below to get a trial extension. Don’t forget to include your iLok user name!

Get in touch with us!

Please use this form to send us any questions and technical support inquiries. We will get back to you as soon as possible.

To make sure we can help you quickly, note the following:

For questions regarding your iLok authorization please include your iLok.com account name.

For technical support questions, please include the following information:

  • Your plugin and version
  • Your operating system and version
  • Your DAW and version
  • Your computer model
 

Before reaching out to us, please have a look at our FAQ.

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