Hi Paul. I just tried to open Ivory 2 in Cubase on my Mac and I get an error message saying the library files are missing. Can you help? – NH
I received the above message from an existing client and we arranged a time to connect for a remote support session.
Once my client and I were speaking on WhatsApp and I was viewing his screen via AnyDesk, he showed me the error message that displayed in Cubase when he tried to load Ivory II as a VST Instrument.
I told my client this wouldn’t be a problem. The most likely reason for this error was that the files had been moved or a folder name had been changed.
Using the Ivory Library Tool found in the Applications folder, I checked where Ivory was looking for its content files. I checked the folder but it was empty.
I then used Mac’s search feature and manually explored the folders to search my client’s Mac for the library files. Strangely, they were completely missing. I couldn’t explain why they had disappeared and my client told me that Ivory had been working fine a week ago.
I checked that my client wasn’t using iCloud to manage the storage on his sample library locations. It wasn’t. I told my client that I couldn’t explain why, but the files were definitely gone from his Mac and we would need to download them again.
I then helped my client navigate the Synthology website and input his user data and product serial number to get a new download link to the sample files.
The file sizes were large so I ran the installer and set the download going. I told my client that he would need to leave it running for a few hours and then click through the steps to finish the installation when everything was downloaded.
Additional Support
I checked in with my client the next day and he confirmed the download had completed. The installer had finished running and Ivory II was now opening without issue as a VST instrument in Cubase.
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