The important thing when reporting an issue is that it can be reproduced. If you found something unexpected happening, try to reproduce it. If you can, it is likely that we will be able, too. Unless your issue needs a sequencer running, please reproduce with Kontakt standalone. This helps us narrow down the cause and makes it easier for us to follow your instructions.
Before sending us an email, try to find a reproducable sequence of actions. For example "Open Patch X, press note Y while sending MIDI CC Z". This helps tremendously!
When reporting sample issues, please let us know as much detail as possible about how to reproduce:
1. Velocity Layer
You can see all present velocity layers in the Settings View of each patch (circled red in the screenshot below). By only having one layer enabled you can easily find out which layer the issue is in. Not all patches have multiple velocity layers, so if no layers are displayed here, you can skip this step.
2. Round Robin
The same applies to Round Robins (multiple recordings of the same note). The Settings View shows all available Round Robins (circled green below). Again not all patches have Round Robins. if they don't, skip this step.
3. MIDI Note
If you want to report a broken sample, tell us the MIDI Note. We use MIDI Note names, with C3 being the "Middle C" on the Piano.
4. Audio Example / Screenshot
For sample issues an audio example helps a lot. The same is true for screenshots. Feel free to send these with your issue report!
5. System Details
Tell us a bit about your system: Platform (Mac or PC), Sequencer, Kontakt version, ... Include anything you think might help us to track down the issue.
red = Velocity Layer
green = Round Robins
When you have collected all your information, contact us and we will reply as fast as we can.