FAQ / Support2022-03-03T11:23:25+01:00

FAQ / Support

Frequently Asked Questions. Please, before contact, see if you can find the answer to your question via the FAQ.

Support email: luftrum (a) luftrum dot com

I need a new download link, can you send?2026-02-25T09:06:42+01:00

Sure, we can certainly provide a new download link upon request. We recommend checking your original download link from your original order, as it may still be active.

Since our website doesn’t offer an account feature for direct downloads, you can’t log in to retrieve your purchases. To request new links, simply send us a message in the chatbox (bottom right corner of your screen) or email us, we need your name and email and the products you need. Please allow up to 24 hours for processing – though we usually fulfill these requests much sooner.

Bioscape and Lunaris 2 are downloaded, installed and updated through Native Access. There are no separate download links for these. To install or update, simply open Native Access and choose Reninstall or Update. First time users need to enter the serial number in Native Access and click Install and the instrument will be downloaded and installed on your system.

Are Omnisphere 2 presets compatible with Omnisphere 3?2026-02-25T09:02:00+01:00

Yes, absolutely. All presets designed in Omnisphere 2 are fully forward-compatible with Omnisphere 3. You can load and play them exactly as you did in the previous version, ensuring that your entire library of third-party sounds remains fully functional.

Every single Omnisphere soundset by Luftrum – and any other third-party creator – will load and run perfectly in Omnisphere 3.

What is the Dark Zebra?2026-02-25T09:08:22+01:00

With the release of a Dark Zebra soundset, we always receive a handful of emails and questions from Zebra 2 users: What is required to play? Can I use my normal Zebra 2 version to play the sounds? Is the Dark Zebra a synth or just a set of presets? Is the Dark Zebra the same as ZebraHZ? We will explain what the Dark Zebra is.

The Dark Zebra are two things: First of all, it is a custom-built version of Zebra 2 made on request by Hans Zimmer. The version is named ZebraHZ and contains features not available in the normal Zebra 2 version such as Diva filters, extra MSEG’s, special resonators, polyphonic compressors, and some other features. So, it is, first of all, a modified Zebra 2 version named ZebraHZ.

ZebraHZ comes with 400 presets, created by sound designer Howard Scarr and Hans Zimmer, and the presets take advantage of the features in ZebraHZ. Together, they form the Dark Zebra (ZebraHZ + 400 presets)

The Dark Zebra requires a Zebra 2 license to work.

Hans Zimmer used ZebraHZ and the presets in the movies The Dark Knight and The Dark Knight Rises, hence the title: Dark Zebra.

All presets in a Dark Zebra soundset, will load and play in the normal Zebra 2 version and while some presets might be identical in both versions, those that are taking advantage of the features in ZebraHZ, will sound different in the normal Zebra 2 version.

As of today, Zebra 2 and The Dark Zebra are part of the Zebra Legacy bundle: https://u-he.com/products/zebra-legacy/

Do you offer educational or student discount?2026-02-25T09:10:17+01:00

We do not offer any educational / student discount, but we have storewide season sales a few times per year where all products are discounted and if you are on the mailing list you will be notified the moment it starts.

New subscribers to the newsletter can also take advantage of an immediate 20% one-time discount, you can subscribe here https://www.luftrum.com/newsletter/

There is also an automatic cart discount that applies when purchasing more than one product: By adding two products to the same cart you receive 10% off, with three products this is 20% off, and by adding four (or more) products to the same cart gives you 30% discount on the cart total. All of which are automatically applied.

This specific cart discount above is suspended during season sales.

Lunaris 2.3 is not showing in Native Access2024-02-26T19:49:47+01:00

Ensure you have the latest version of Native Access. See your version number in the top menu under Help → About Native Access.

Download the latest version here: https://www.native-instruments.com/en/support/downloads/

If the Lunaris 2.3 update fails for some reason, we recommend doing a new installation of Lunaris 2, this will install version 2.3.

After updating to Bioscape v1.5, snapshots are missing2023-12-21T15:38:42+01:00

If you notice that only the 10. Deep Earth is present after updating to Bioscape v1.5, please make a fresh full re-installation of Bioscape, this will solve it. This issue typically arises if you have moved Bioscape or changed/relocated the NI directories since the initial installation. To resolve this, please perform a complete re-installation of Bioscape.

In case you find that Bioscape is installed in two different folders, remove them both and make a new full reinstall.

Lunaris 2: Native Access won’t download. “Add Library” and “Locate Lunaris 2”2022-12-11T11:45:07+01:00

If you cannot download and install Lunaris 2 via Native Access and you find a button titled “Add library” and it asks about the location of Lunaris 2, then download and install Native Access 3 or later, this will solve the issue.

Get the latest version of Native Access from here:
https://www.native-instruments.com/en/support/downloads/

Lunaris 2 error: Installation Failed2023-12-20T08:48:18+01:00

Solution 1

If the Kontakt Player library fails to install and you receive an error such as Installation failed then go to Native Access → Preferences → File Management and open the Download Location. Locate the ISO file inside (which is the installation file it has downloaded to install Lunaris 2). Now manually try to install the library by right-click/ctrl-click and mount the ISO.

If this doesn’t work, proceed to the method below.

Solution 2

Create a folder on your system disc (C:) or MacOS drive and name it NI Content. Do not set this to an external SSD/HD to start with (we will change it later) it has to be a system disc.

Go to Native Access → Preferences → File Management → Content Location and set it to the directory created above C:\NI Content or MacOS\NI Content.

Install the library in this directory using Native Access automatic download and installing system.

After a successful installation, you can safely move the entire library to an external drive. To do that, go to Lunaris 2 in Native Access, click the three dots . . . and select Installation Paths. Here you have the Lunaris 2 folder. Take the Lunaris 2 folder out of that directory and move to a different folder of your choice, this can be any external drive such as SSD/HD.

Now restart Native Access, go to the Lunaris 2 tab in Native Access. You will notice a Repair symbol in Lunaris 2, click this, select Relocate and point Native Access to the new location.

Payment with credit card: “Autorization Failed”2023-12-20T08:54:40+01:00

Try using PayPal as an alternative. Even if you don’t have a PayPal account, you can still use this option to pay with your credit card. PayPal supports credit card transactions without requiring an account. Alternatively, you can try a different browser.

If your card is declined, it’s important to know that these authorization errors come from the bank that issued your card and can be caused by a variety of factors including inaccurate details, lack of sufficient funds or missing approval for international transactions.

In some cases, it might be due to the autofill function which many browsers and phones support these days. Try entering your card numbers manually to resolve this issue.

You can contact your bank for more information about why the card was declined.

Lunaris 2: No sound after updating from 2.0 → 2.12023-02-28T09:14:57+01:00

If you are loading a project that have Lunaris 2.0 in a track, and you update to version 2.1, you will have to remove Kontakt from the track, reinsert it, and reload the instance of Lunaris in order for it to function properly again. Otherwise, you won’t hear any sound and Lunaris will be silent, not responding to MIDI input etc.

The reason for this is that even though 2.1 is a minor update, the changes from version 2.0 to 2.1 are quite significant, and the code of the instrument has undergone a major transformation. Essentially, it needs a “reboot” to work again.

Bioscape & Lunaris 2: It takes a long time to load2023-04-12T07:33:14+01:00

Here are some common tips on how to improve loading times, this applies to both the presets and the loading times of the instruments when they are loaded into Kontakt / Kontakt Player:

  • Disk format. Make sure your drive is not formatted as exFAT since this is not recommended for use with Kontakt libraries. On Windows, NTFS format is recommended and on Mac use either HFS+ or MacOS Extended (Journaled) or Apple File System (APFS) on macOS 10.13 and later.

  • Reduce the buffer. Reducing the buffer/latency of your sound interface may speed up the loading process of both the instrument and the presets. If your buffer is set to 1024 samples, try lowering it to 256 samples.

  • Batch Resave. Open Kontakt → Load Lunaris 2 → from the Kontakt Save menu click Batch re-save and select the Lunaris 2 folder. (How to locate: right-click/ctrl-click Lunaris 2.nki from the Kontakt browser, select ‘Open containing folder…’)

  • Deactivate Antivirus and Backup software. Slow loading times often occur due to active Antivirus (such as Kaspersky) or the ‘active monitoring’ of backup software (such as Acronis). Disable to improve loading times significantly. On Windows 10 change settings for Windows Defender: Virus & Threat →  Settings →  Exclusions → select the Lunaris 2 folder. From the same menu add these filetype exclusions as well: .nki .nkc .nkr .nksn.

Presets in Lunaris 2 does not load instantly. While browsing and auditioning presets you will notice they take a while to load, in particular, if all four layers are in use. It is not uncommon for a preset to take a few seconds to load, on older computers this might be even longer. Lunaris 2 has a heavy engine and there’s a lot going on under the hood.

Check out this article on NI on how to optimize your performance of Kontakt.

Do I need the full version of Kontakt, to use Bioscape or Lunaris 2?2022-12-06T15:39:34+01:00

No, not at all. Bioscape and Lunaris 2 are made for the free Kontakt Player so the full version of Kontakt is not required. Both will load without limitations in the free Kontakt Player or the full version of Kontakt. If loaded in the full version of Kontakt v6.7.1 is required for Lunaris 2 and v6.2 is required for Bioscape (for the original Lunaris v5.6.8 is required)

No other software is needed to run Lunaris 2 or Bioscape and with the free Kontakt Player they can be inserted in your DAW like any other VST plugin. Just download the latest version of the free Kontakt Player from this link.

If you are looking into getting the full version of Kontakt, then you can crossgrade to the full version of Kontakt if you own either Lunaris 2 or Bioscape – you save $150 that way, this is possible because both libraries are official Native Instruments 3rd party libraries, read this page for pricing info.

I did not receive product / serial key after order2022-01-01T18:59:16+01:00

There can be a short delay from payment is being processed until you receive the product or serial key. The email with the product or serial is sent to the same email address provided at order, so if you order with PayPal it will be sent to your PayPal email. If you haven’t received the email 30 minutes after placing the order, then contact Luftrum. Look in the spam or junk folder before contact.

There is no download link provided for Bioscape and Lunaris, since both are installed and downloaded directly inside Native Access. Just enter serial and click Install and the product will be downloaded and installed to your system.

After updating Bioscape to v1.4, I can’t see the new samples or snapshots?2022-03-08T11:47:20+01:00

If you cannot see the samples or the new snapshots after running the updater, then just reinstall the complete Bioscape library and it will work again. This process won’t affect or erase any user-created snapshots, as these are located in a different directory.

So, if the updater fails, just reinstall Bioscape. This is done from the Installed products tab in Native Access. Hover over Bioscape where it reads FULL VERSION and you can reinstall the Kontakt Player library.

Can I install Bioscape or Lunaris 2 on more than one computer?2023-11-01T12:19:13+01:00

Sure, the EULA from Native Instruments allows installation on two computers simultaneously, as long as only one installation is used at any given time. You can read the EULA via this link here.

Can I sell or transfer my Bioscape or Lunaris 2 license?2022-12-06T15:42:28+01:00

Yes, you are allowed to transfer your license of Lunaris 2 or Bioscape to a new owner. There is a $15 fee for this since it requires a new serial key to the new owner. Purchase a license transfer below.

You must delete the library from your system, send us an email (or drop a message in the chatbox) with the following info:

1. The product you want to transfer
2. Your name and email
2. Name and email of the new owner

You do not need to transfer any files to the new owner yourself. A fresh serial key will be generated to the new owner. After transfer, the license becomes NFR (Not For Resale) and the new owner cannot transfer or sell the license a second time.

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Can I master tune Kontakt to 432hz?2022-03-08T11:46:34+01:00

Yes, you can change the tuning of Kontakt in the Master panel of Kontakt. How to make that panel visible, see the screenshot below.

You can shift+click to fine adjust the knob or you can click directly in the number field and just enter 432.

Lunaris CPU issues. There are clicks, pops and stuttering2022-03-08T11:45:51+01:00

Lunaris can be very CPU hungry, in particular, if many layers are in use, combined with multiple active reverbs and effect chains and specifically from the 05. AmbieticA category.

To reduce CPU check if more than one reverb is turned on and then turn off all reverbs, leaving only one reverb active. It’s important to turn the reverbs off, otherwise, they remain active and consume CPU.

To further reduce CPU consumption, click the Make Global button in the effect section, so all layers go through one effect chain only. This can drastically reduce CPU.

You can also increase your audio buffer size/latency, which is the most effective way to reduce CPU. Make sure the audio buffer is not set to less than 256 samples (5.8ms at 44.1kHz) then keep increasing the buffer until you notice a drop in CPU usage. Refer to your DAW on how to adjust the audio bufer.

Having problems downloading ‘Free Field Recordings’2022-01-01T19:24:10+01:00

The Free Field Recordings is sent to the email provided at purchase, if using a PayPal account, it will be sent to the PayPal email.

The size is rather larger, 22GB can cause troubles for many browsers, but in particular Safari! If you encounter download issues, please try a different browser such as Chrome, Firefox or Edge.

I get an error installing the Omnisphere soundset2022-04-17T13:55:09+01:00

If you receive an error during the installation of an Omnisphere soundset, such as “this package does not contain any files” then move the .omnisphere file into the Spectrasonics folder itself and try installing it from there. On PC the Spectrasonics folder could be C: ProgramData/Spectrasonics and on Mac it’s likely Users/Username/Library/Application Support/Spectrasonics.

If you cannot see the ProgramData path above on PC then it’s because it’s a hidden folder, refer to the page below on how to show hidden folders:

https://support.microsoft.com/en-us/help/14201/windows-show-hidden-files

Omnisphere “Error loading waveform”2022-01-01T19:04:50+01:00

Please make sure your Omnisphere installation is up to date. You can check if there are any updates from the start-up screen of Omnisphere or you can click the Spectrasonics logo on the interface of Omnisphere. Make sure everything is up to date, in particular the Soundsources.

If everything is up-to-date try to delete the zmap.index file found below. It’s harmless to remove:

PC: ProgramData/Spectrasonics/STEAM/Omnisphere/Soundsources/User

Mac: ​Macintosh HD/Users/yourname/Library/Application Support/Spectrasonics/STEAM/Omnisphere/Soundsources

Restart your DAW and insert Omnisphere 2 again and it will automatically create a new zmap.index file.

How do I transfer patches to the Gaia?2022-01-01T19:19:00+01:00

The soundbank is transferred via USB drive. Put the Roland folder from the .zip file to the root of your USB drive, then proceed with the following:

1. Hold down the USB MEMORY PATCH button and press the WRITE button.

(The USB MEMORY PATCH button will light, and the WRITE button and CANCEL/SHIFT button will blink. If you decide to cancel the operation, press the CANCEL/SHIFT button.)

2. Press the WRITE button.

That’s it!

Serum missing sample / unable to load wav due to a missing file.2022-02-01T19:18:43+01:00

All presets in the Hey! Pads soundset require Serum v1.345 so please check if you are running the latest version of Serum and if you are not, then update to the latest version to fix the missing wav / sample / noise error.

There are no sounds after USB transfer to my Gaia2022-01-01T19:24:31+01:00

Sometimes the transfer just won’t happen for some reason… but you can easily use and browse the patches directly from the USB drive without importing the sounds into GAIA. Just click the USB MEMORY on the Gaia and select and browse the sounds as you normally would do.

Just make sure the path on your USB drive is exactly: H:\Roland\SH01\SH01_PAT.SVD (where H: is the USB drive name)

Lunaris 2 serial key: XML processing error (document ill-formed)2023-12-20T08:51:36+01:00

If you experience XML processing error (document ill-formed) when trying to register the serial key for Lunaris 2, then download and install the latest version of Native Access, this solves the problem and you will be able to register the serial key. You might have to reboot computer and log in to Native Access again, after updating.

Please download Native Access from here https://www.native-instruments.com/en/support/downloads/.