Something crashes on my computer. What can I do?

Having a plug-in or even your DAW crash is a thing that shouldn't happen. Ever. 
But if it happens to you: We're here to help.

The first thing you should check: Please make sure, you have the latest plug-in version installed. You can always download the latest installers from your account page or (if you didn't buy the product yet) you can get the trial version here.

Uninstall & reinstall the plug-in and restart your system

This actually solves the problem in most cases (believe it or not).

For mac users: 

• ►Uninstalling UJAM Instruments Plug-ins (macOS)

For Windows users:

• Most users were able to successfully install and use the plug-in after following these instructions (example for Beatmaker EDEN):

  • Run the deinstaller of BM-EDEN
  • Please make sure no older .dll or .blob files of BM-EDEN are somewhere on your system
  • Delete your settings file at the following location (show hidden files must be enabled): %SYSTEMDRIVE%\ProgramData\UJAM\BM-EDEN
  • Also please look if you can find the "ops" and "lts" file at the following location: %SYSTEMDRIVE%\Users\USERNAME\AppData\Roaming\UJAM\BM-EDEN
    ...and delete those two files if you can find them
  • Delete the BM-EDEN.aaxplugin folder at this location: %SYSTEMDRIVE%\Program Files\VstPlugins\UJAM\
  • Start your DAW and see whether BM-EDEN appears in the plug-in list (it shouldn't)
  • Restart your computer
  • Install BM-EDEN 2
  • Run your DAW (it should now do a rescan and find the plug-in)

   

  Depending on your plug-in, you may need to replace the plug-in name and category (VB/ BM/ VD/ ...). Here's another example for Virtual Bassist ROYAL:

  • Run the deinstaller of VB-ROYAL
  • Please make sure no older .dll or .blob files of VB-ROYAL are somewhere on your system
  • Delete your settings file at the following location (show hidden files must be enabled): %SYSTEMDRIVE%\ProgramData\UJAM\VB-ROYAL
  • Also please look if you can find the "ops" and "lts" file at the following location: %SYSTEMDRIVE%\Users\USERNAME\AppData\Roaming\UJAM\VB-ROYAL
    ...and delete those two files if you can find them
  • Delete the VB-ROYAL.aaxplugin folder at this location: %SYSTEMDRIVE%\Program Files\VstPlugins\UJAM\
  • Start your DAW and see whether VB-ROYAL appears in the plug-in list (it shouldn't)
  • Restart your computer
  • Install VB-ROYAL 2
  • Run your DAW (it should now do a rescan and find the plug-in)

If this doesn't help: Please submit a request to our support staff with as many details as possible:

• Which plug-in causes the crash (e.g. Virtual Bassist ROYAL)?
• What did you do directly before the crash (e.g. opened the plugin GUI, played C4 with Latch active while holding down the Alt key,…)? 
  • Can you do the same thing again and it crashes again or does it seem to happen a bit random?
• Which operating system and version are you using (e.g. Windows 10, macOS High Sierra,…)?
• Which DAW and version are you using (e.g. Logic Pro X 10.4.4, FL Studio 20,…)?
• If you have crash logs: Please send them to us, they are usually really helpful.
  • On macOS: when the crash message box comes up please click on "Report…" and copy&paste the full report into a message to us.
  • On Windows it's a bit more complicated to get good crash reports and usually requires additional tools. Hopefully we'll be able to fix your error without this.