How to debug N4 or N4 Player issues

Modified on Fri, 08 Sep 2023 at 12:39 PM

N4 and N4 Player use a large number of files to work: emulation presets, dictionaries, skins, temporal files, etc., and in the case a file is wrong or corrupted, there is a lot of possibilities that N4 or N4 Player stops working completely or crash your host (DAW or NLE). To avoid complex problems, we recommend deleting all the files and reinstalling the latest N4 or N4 Player version available and the problematic library using always using the latest Aquarius Desktop application version.

Remember that N4 and N4 Player cannot coexist on the same computer or operating system.

Please follow these steps:

  1. Close your host (DAW or NLE).
  2. Download and install the latest Aquarius Desktop application version and run auto-update to the latest version.
  3. Back-up manually your N4 (or N4 Player) content.
  4. Delete your N4, or N4 Player, content altogether, which means you should delete manually and completely the N4 repository folder (the N4 repository folder is a shared resource folder for all N4 plug-ins formats), and the N4 plug-in files completely from the plug-in(s) folder(s).
  5. Install N4 (or N4 Player) from the Aquarius Desktop application.
  6. Run N4, or N4 Player, on your host (DAW or NLE), and check is not crashing.
  7. If the problem is related to a specific library or emulation preset. Install it again via the Aquarius Desktop application.
  8. Run N4, or N4 Player again on your host (DAW or NLE) and check the specific library or emulation preset is not crashing.

NOTE: Try to replicate the wrong behaviour in a new session, do not use old sessions or old templates.

For problems related to third parties libraries and emulation presets that are not for sale in the Acustica Audio web-shop, please feel free to contact the seller or developer of that library or emulation preset directly.

In case of continuing problems after following the steps above, you should provide help-the following information.

TIP: consider providing all the information to reduce the case response time.

You should provide us with the following information:

  1. System hardware report. Read and follow our knowledge base (KB) solution: how to make a system hardware report.
  2. The complete version of DAW or NLE is in use. How to know a DAW or NLE version.
  3. Complete N4 or N4 Player release and version installed. See the Aquarius Desktop application update page.
  4. Complete and problematic library name, release, and version installed. See the Aquarius Desktop application update page.
  5. The N4 repository folder is compressed in ZIP format (the N4 repository folder is a shared resource folder for all N4 plug-ins formats).
  6. The N4 plug-in files (VST2, VST3, AAX, or AU) and the N4.XML files are compressed in ZIP format.
  7. Your host (DAW or NLE) session with N4 and the library crashing compressed in ZIP format.

TIP: if the ZIP file size is too long, upload them to a free cloud service and provide us with the download link.

The Acustica Audio single point of contact (SPOC) is the Acustica Audio help-desk portal. In order to access to Audio help-desk portal go to the Acustica Audio website and then to the support section. We do not provide help, assistance, or support via social networks, public forums, or through our email accounts.

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