Support
Looking for a newer version? FYI, the access to downloads is in the HELP>Release Info menu. If you have pre-release turned on in the general preferences, you will also have access to that as well. OR contact support@soundminer.com and please provide your sales order number or ilok user id.
There are several resources available to the user: The v5/v5pro manual is built right into the programme's HELP menu. There you will find access to many resources. PLUS products are similarly equipped with resources in the HELP menu.
When you have a problem, check the Troubleshooting pages first:
*PLS NOTE: Turn of Apple virtual desktop 'Spaces' as this will block any spotting features for Pro Tools(other applications are nto affected).
If on Apple Sierra(10.12 to 10.13) or higher you need v4.5pro v279+, HD/HD+ v283 or higher. For systems beyond you will need an upgrade to either V5 or PLUS64.
USER BULLETIN - This is an important page that provides critical compatibility information.
v4.5 Pro advanced users should check out tips and tricks here: http://info.soundminer.com/blog
What about Phone support?
Phone support is offered as part of our maintenance packages and requires a fee. Yearly support maintenance packages are available. Contact sales@soundminer.com. Server installations will be encouraged to adopt reasonable yearly maintenance fees that will include phone and WEB/VNC support. The fee will also include free software updates during the year. Individual license owners do not have to purchase support but will be required to pay for any phone support and or updates as needed. Email remains free and should get you the timely response we’re known for.
(please note that Version 3 products are no longer supported. To stay compatible with emerging features and systems you must upgrade to currently supported versions).
USB key driver info is below:
HASP HL network key driver and installation : http://codedestructor.com/hasp/ PACE ILok drivers can be found at: ilok.com then select the driver for your platform.
Nuendo / Cubase SKI Components (for spot to timeline support)
Mac - http://soundminer.s3.amazonaws.com/SKI%20Extension.pkg
Windows - http://soundminer.s3.amazonaws.com/Steinberg%20SKI%20Component.msi
To install, unzip and move to /Library/Application Support/Steinberg/Components/ Window SKI components
For 32 bit Cubase/Nuendo versions: http://soundminer.s3.amazonaws.com/soundminerski(pc).zip
For 64 bit Cubase/Nuendo versions: http://soundminer.s3.amazonaws.com/soundminerski(64bit)PC.zip
Reaper Extension (for spot to timeline support)
Mac - http://soundminer.s3.amazonaws.com/Soundminer%20Reaper%20Extension.pkg
Windows - http://soundminer.s3.amazonaws.com/Soundminer%20Reaper%20Extension.msi
http://soundminer.s3.amazonaws.com/TransferringWithReaper.mp4
For 64 bit Reaper: http://soundminer.s3.amazonaws.com/SM_Reaper_extension_x64.exe