FAQ

STL Tonality Plugin Troubleshooting -

In order of the most commonly asked question’s -

1) I keep getting this notification regarding iLok - “The code redemption limit has been reached. Please enter a different code.”

  • This can easily be resolved by updating your iLok License Manager Software to the latest version, then restarting your computer. 9 out of 10 times this will resolve the issue.  

2) Does STL Tonality work with my Kemper or Axe Fx products?

  • No, STL Tonality is not for use with Kemper or Axe Fx products.

3) I am having an issue with using STL Tonality with Studio One 3.5 and up, where the Preset’s don’t seem to function correctly?

  • We have found an issue causing some plugin features to not function correctly. The preset switching and external IR loading won’t work as it should. This is caused by a limitation in Studio One 'low latency monitoring' feature, confirmed by Presonus developer since version 3.5.For now STL Tonality, as various other plug-ins, cannot support this Studio One feature completely. If you really need to use it, we suggest you to create your sound in normal mode and then switch to low latency monitoring: everything will work except preset switching and external IR loading. Every other control will still behave correctly. We will report back when we have any further news from Presonus on this issue.

4) I purchased the STL Tonality plugin through your site. Where are my licenses?

  • When you purchase STL Tonality on our site, we send you your activation code via email. If needed, you can re access your activation code in your STL Tones User Account by logging in, clicking on your order, which will open up a new window, and reveal your License Activation code. 
  • After installing our software and opening your DAW, the registration pop up window will guide you through the steps. It will ask for your Activation code and iLok Username/Password. If you don’t have one please create an account on iLok.com. You can administer your licenses through the iLok License Manager application.

5)  I can’t seem to find the Mac installer when I download the installers?

  •  Both PC and Mac installers are in the one download link. The PC installer end’s in .exe, and the Mac installer ends in .pkg

Issues Continued  -  

Having issues with our software? 

Uninstall / Reinstall

Steps:

1) Exit out of all host software (Pro Tools, Logic, Cubase, etc.)

2) Uninstall your plug-in.

3) Open up your host software and ensure that the plug-ins no longer showing up in the inserts list. If the plug-ins are still present, locate the files on your computer and remove them manually. Once they no longer show up in your DAW (after restarting it), move on to step 4.

4) Close out of all host software.

5) Download the latest iLok License Manager application from iLok.com, install it, run it and login with your iLok credentials. 

6) Log into your STL Tones User Account and download the latest installers for the plug-in.

7) Run those installers and start your host program

8) To confirm, ensure that your host program is reading the latest version of our software.

  

iLok synchronisation

Purpose: fix iLok-related errors

If you receive a message telling you to activate your licenses again, follow these steps.

 

Fix iLok connectivity

If your iLok cannot connect to your computer, try plugging it in through a powered USB 2.0 hub – this will increase the likelihood that the iLok will connect to the computer. Once it is synched, it should be able to be plugged back into the computer’s USB port for use.

 

Repair your computer’s hard-drive

Purpose: Repair permissions on your computer.

Instructions: Mac & Windows

 

Run your host software as an administrator (Windows-only)

Purpose: This can fix a variety of issues that result in crashing or error messages on Windows DAWs that are loading our plug-ins for the first time.

Steps:

1) Exit out of your host program (Pro Tools, Cubase, etc.)

2) Right-click on the icon for that host program and select “Run as an Administrator.” You will only have to do this once, meaning you can open up the host program normally the next time. If you still get crashes or error messages, please write to our support team via email support@stltones.zendesk.com

 

How to find my plugin in REAPER?

If cannot find your STL Tonality plugin in REAPER, follow these steps in order to make the plugins available.

 

First, download and install the latest version of iLok License Manager from iLok.com. After installing, open it and login with your iLok credentials. If you don’t have an iLok account, please create an account for free in iLok.com.

 

Second, check if the plugin is installed on your computer in the default folder.

 

File Locations: MAC

VST: Macintosh HD / Library / Audio / Plug-ins / VST / STL Tonality Howard Benson

Note: The plug-in files are “Universal Binaries, which means that 32-bit and 64-bit plug-ins are included in the same file / Location.

 

File Locations: Windows

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ STL Tonality Howard Benson

64-bit VST: C:\ Program Files \ VSTPlugins \ STL Tonality Howard Benson

If you don’t find the respective files please reinstall your STL Tonality Product. If the relevant plugin files are in the above folder, perform a rescan:

In REAPER, press [Ctrl] + P (Windows) / [Cmd] + [,] (Mac) to access Preferences.

Go to Plug-ins > VST.

Under “VST Plugin Path,” make sure that the following path is listed (if not, add it):

Windows:

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ STL Tonality Howard Benson

64-bit VST: C:\ Program Files \ VSTPlugins \ STL Tonality Howard Benson

Mac:

System HD > Library > Audio > Plugins > VST

Click on Clear Cache/Re-Scan. Create a new session with a supported sample rate, add a track and load your STL Tonality plugin. If the pop-up window tells you to activate please press “activate” button and insert your Full license serial code.

 

How do I find my plugin in Pro Tools?

If you cannot find your STL Tonality plugin in Pro Tools, follow these steps in order to make the plugins available.

 

First, download and install the latest version of iLok License Manager from iLok.com. After install, open it and login with your iLok credentials. If you don’t have an iLok account, please create an account for free in iLok.com.

 

Second, check if the plugin is installed on your computer in the default folder.

VST: Macintosh HD / Library / Audio / Plug-ins / VST / STL Tonality Howard Benson

AAX: Macintosh HD / Library / Application Support / Avid / Audio / Plug-ins /STL Tonality

Note: The plug-in files are “Universal Binaries, which means that 32-bit and 64-bit plug-ins are included in the same file/ Location.

File Locations: Windows

32-bit VST: C:\ Program Files (x86) \ Steinberg \ VSTPlugins \ STL Tonality

64-bit VST: C:\ Program Files \ VSTPlugins \ STL Tonality

32-bit AAX: C:\ Program Files(x86) \ Common Files \ Avid \ Audio \ Plug-Ins \ STL Tonality

64-bit AAX: C:\ Program Files \ Common Files \ Avid \ Audio \ Plug-Ins \ STL Tonality

If you don’t find the respective files please reinstall your STL Tonality Product. If the relevant plugin files are in the above folder, perform a rescan:

To do a Rescan you need to delete certain files on your computer depending on your Pro Tools version. Please follow the official Avid website to do this.

 

“Authorization Exception” Error Message

If this error message pops up,

Follow these steps:

  1. Close your DAW (Pro Tools, Logic, etc.)
  2.  Go to iLok.com and download the latest version of the iLok License Manager application.
  3. Run the iLok License Manager installer on your computer.
  4. Restart your computer.

This issue only affects users who have not installed iLok License Manager 4.0.3 or later.

 

Installation Instructions - 

Step 1: Installation

  • After the purchase is complete, you will receive an email from us with a product download link. This link will also contain your Activation Code. 
  • Run the corresponding installer for MAC or Windows, and proceed to step 2. 

Step 2: Activation

  • After you have installed the STL Tonality Plugin, you can open your DAW (Pro Tools, Logic, Ableton Live, etc.) and follow the on-screen activation prompt's that will pop up. Click Activate and enter your serial number which was provided by email, and or found in your STL Tones account on our website. Next, insert your iLok username and password to complete the activation process. Deposit your license to your computer, iLok Cloud, or your iLok USB Key. IMPORTANT - please make sure that you have the latest iLok License Manager software installed on your computer. If you have an out dated version, the plugin will not activate correctly. 

Why do I need an iLok account?

  • You do not need an iLok USB dongle in order to use STL Tonality Plugin. You can register the product to the iLok cloud, or to your computer.
  • An iLok account is needed to register your serial number to the security database.
  • You can also use iLok License Manager application on your computer to redeem your serial number and to transfer your license from a Computer to an iLok USB key or the other way around.

How do I contact STL Tones regarding STL Tonality Plugin support?

  • If the answer to your question is not in our FAQ below, or in the STL Tonality - Howard Benson User Manual which is HERE , please contact our support team at support@stltones.zendesk.com.
  • We will contact you as soon as possible. Please note, we are not in the office on weekends, or public holidays. 

What is your Refund Policy?

  • Due to the nature of STL Tones products being non-tangible digital goods, it is not possible to ‘return’ any of our products, therefore we do not offer any refunds after purchase is completed. 

 Activation Instructions -

  1. Download the STL Tonality - Howard Benson installer from your STL Tones User account, or from the order email we sent you.
  2. Run the installer on your computer.
  3. Open your host application (Pro Tools, Logic, etc), which will scan your plug-ins and prompt you with an activation window.
  4. Press Activate
  5. Insert your Activation Code
  6. Type in your iLok account user ID and password and follow the steps to complete the activation.
  7. Choose where to deposit your license.

PLEASE NOTE:

– You will need to have the iLok License Manager installed on your computer, and will need to have the latest version of this software.

– iLok USB keys are optional for all STL Tones Plugin products.

 

What is iLok?

  • iLok is the platform that we use for distributing STL Tonality Plugin licenses. When you receive our STL Tonality product, your code or activation is handled by iLok.

What is an iLok USB key?

  • It is a USB Key that can hold and port your STL Tonality Plugin licenses. iLok 1, 2 or 3 will work for our products. iLok USB keys are optional since you can deposit licenses on your computer, or to the iLok cloud. 

Can I run STL Tonality Plugin without an iLok USB key?

  • Yes. STL Tonality can be activated to your computer, iLok cloud and/or iLok USB key.

How do I use the STL Tonality Plugin on an offline computer?

 Installation:

  • Use an online computer to download the STL Tonality - Howard Benson installer from your STL Tones User Account, along with the latest version of the iLok License Manager software installer.
  • Transfer those installers to your offline computer with an external storage device (ex. flash drive, hard drive). Run the installers on the offline computer to complete the installation.

License activation:

  • Deposit your license to an iLok USB key and plug it into your offline computer. 

Where do I find the Product installers?

  • You can download your plug-ins from your STL Tones User account.
  • Your account will display the installers and activation numbers for your STL Tonality plugin.

What if I try to use an “unsupported” DAW?

  • Our plugins could possibly work, but we are not able to give official tech support.

Where is the USER MANUAL -

  • Click HERE to view the STL Tonality Howard Benson User Manual. Please follow the installation instructions in the manual.