Website FAQ - Look here for answers before posting

[Mike - Samplebase]

Hello friends, welcome to our online FAQ for the Samplebase website. If your problem is not found in the list below, please post it to this forum so we can assist you promptly (and add the solution here to help others).


Troubleshooting

Question: Why is the Download link in my email not working?

Answer: If you click on the email link that is sent to you and you get an error message, your computer is not reading the entire link. The cause for this is still unknown, but we have found a work-around for this rare situation. Simply highlight the entire link, copy it, and then paste it into your browser window. You should then be prompted to log in, and finally your request should begin downloading.

Question: When I click on the link to download Satellite why is it not working?

Answer: If you've clicked on the link and you are getting an error, look at issue #1 above. If nothing at all seems to be happening, the likely cause is that your firewall is blocking the download. We have had reports that some browsers that are supplied with internet software (from AT&T, for example), install added security features that are hard to disable. We recommend against using these "hold-your-hand" browsers, as they can cause more trouble than they are worth. Instead, we recommend using Firefox, Internet Explorer, or Safari when using Samplebase.

Question:I'm not getting any email from Samplebase. When I choose the version of Satellite I want, or place an order, no email arrives. What's going on?

Answer:

1. First, if you are downloading Satellite it can take up to 5 minutes for the link to arrive. Please be patient. If you are downloading SoundBlocks, depending on the size of the SoundBlock you are downloading it can take up to 5 minutes per SoundBlock. Usually it's a bit faster than this, but please be patient.

2. If you still do not receive an email link after the appropriate time has elapsed, check to make sure you have entered the correct email address by visiting your "My Account" page. If you see the correct email address, the problem may be with your email service. Some free email providers like AOL, Hotmail, Yahoo!, and GMail may flag your download links as SPAM. Check your SPAM folder to see if it ended up there.

3. Another problem could be with your internet service provider, such as Earthlink or Spam Arrest, who filter email BEFORE it gets to your inbox. These tools need to be accessed via a special control panel that they provide. Contact your internet service provider to allow all email from "samplebase.com". As a last resort, please contact us and we'll work with you to resolve the issue.

Question: I'm having trouble logging into Samplebase. Can you help me?

Answer: Of course we can! First, remember to allow cookies from Samplebase (no we don't track you). If you've forgotten your user name or password, please go HERE to have them emailed to you. If you've tried all of the above and are not having success, please do not create another account if you already have one. ESPECIALLY if you have already downloaded Satellite and SoundBlocks. The repercussions of this are...well, not good. We'll help you get back in! Simply contact us!

Question: Can I re-download a SoundBlock that I've purchased?
Answer: Yes! Simply visit your "My Account" page and you'll see it listed there. All you have to do is click on "Request Download Link" and you'll get an email with a link to the SoundBlock within 5 minutes or less, typically.

Question: I'm using Internet Explorer and some of the graphics are "jumping" as I click through the links. What's going on?

Answer: No, you're not having an acid flashback. Microsoft recently lost a lawsuit whereby they were required to "detach" the ability to load plug-ins automatically into IE. Needless to say, the "new method" doesn't work as well as the "old". This "jumpiness" is a fault with the way the browser handles the Flash plug-in and nothing can be done about it. We deeply apologize and suggest you use Firefox if it becomes bothersome.



Sales Related

Question: What do the "instrument", "loop", and "one-shot" icons mean?

Answer: These are the types of sounds in a SoundBlock. To better explain, let's break them out by type:

1. Instruments consist of multi-sampled sounds that can either be played chromatically, or in context of a drum pattern. Instruments allow you the most flexibility if you want to create and perform your own melodies or rhythms from scratch. Some drum loop SoundBlocks consist of drum kits. These are considered instruments, because you can use your sequencer, or import a MIDI loop to perform each hit and create a rhythm.

2. Loops consist of REX, WAV or AIF sounds that loop after a certain number of bars. Loops don't offer as much flexibility as instruments. However, they offer instant gratification. There are many musical phrases and drum loops on offer at Samplebase that will help you create music quickly. Many organic instruments like guitar, vocals, orchestral sounds, etc. are extremely difficult to reproduce convincingly when in instrument form. This is where loops come in handy, as they are performed and recorded by professionals to give you the authenticity you need.

3. One-Shots/Phrases generally consist of sounds that are typically not played chromatically as an instrument, and do not loop. Some examples would be vocal shouts, sound effects, transitions, etc.

Question: Do your audio demos show all the sounds within a SoundBlock?

Answer: Nope, our demos are only the tip of the iceberg for each SoundBlock! We do the best we can to show just enough to help you decide if this is what you're looking for. We don't use any audible watermarking. This is so we don't intrude upon your auditioning experience. However, the way we present our audio demos exposes the sounds to piracy. We feel that this is a worthy trade-off however. It just prevents us from showing you everything that is contained within a SoundBlock.


Question: Can I make a request if you don't have something I'm looking for?
Answer: Absolutely! We're very interested in hearing what it is you'd like to download from Samplebase. If we don't carry the type of sounds you're looking for, please don't hesitate to put in a request via our online form, HERE. All requests will be taken seriously, unless you're looking for fart noises, or the like.


Question: I'm looking at the patch list on each SoundBlock page to see what's inside. Why are some of the patches listed with the name ".2", ".3", and so on?

Answer: Often times we will duplicate patches so we can change voicing and effects on one without affecting the other. We don't want you to get any misconceptions so we've named duplicated patches with a period and number that represents how many times said patch was duplicated. What's cool is that we can make one patch sound completely different with its duplicated version. It also helps to conserve space in RAM, download size, and storage size.