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Getting Help

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hd_topic_gettinghelpWe do our best to make our Installation Guides and User Guides as concise as possible, but there's always something new to learn.
If you have any questions or feedback, there are several ways of getting help.
 

1. The OT Helpdesk

Before sending us an email, please first refer to this Helpdesk, which has answers to the most common user questions.
Here you will also find detailed Folder Listings to verify that all your collections are correctly installed. The Helpdesk covers a lot of topics and chances are high you will an answer there in a fraction of the time it would take you to contact us.
Here are a few important topics:
Downloading the newest Installation Guide and User Guide
Everything about download and installation
Folder Structure listings of all Orchestral Tools collections

2. Direct eMail support

If your question is not answered on the Helpdesk, you can reach OT Support by email to support(at)orchestraltools(dot)com
For direct help with download issues using Continuata Connect, please contact support(at)continuata(dot)com
Just send us an email, describe your issue and we will get back to you usually the same working day. OT Support is staffed every working day 09:00 to 16:00. Orchestral Tools is based in Germany, so if we do not reply soon, it is most likely night over here! No ticket IDs, no registration for an account, nothing. Just help when you need it.
Please include as much information as possible, especially your system specs, sequencer version and Kontakt version. Screenshots also help tremendously.

3. Personal Remote Support

If your issue can't be resolved speedily via email or if you are completely stuck with something, send us an email and we will be happy to assist you via remote support. This is done with a small and secure application that lets us see what you see on your screen and has proven to be a cure for even the nastiest tech issues.

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