461: Why do I get no sound from the Kontakt Player Silver or Gold?

If you find that you don't get any sound from the Sibelius Kontakt Player it may not be setup correctly. If you are experiencing problems please check the following before contacting Tech Support:

Default Playback Device:

• Kontakt Silver or Gold must be set as the default playback device for Sibelius otherwise you will not hear anything.
  To do this go to the Play > Devices menu and make sure that Kontakt Player is set to 'yes' and that everything else is set to 'no'. You can also click the 'test' button and make sure you hear a scale played by the clarinet. (On a Mac just click on the words Kontakt Player to get the test signal.)
  If you cannot hear it please make sure that your speakers are plugged into the correct port on your soundcard - if in doubt try different sockets and keep pressing 'test' - making sure your speakers are turned on too! If they are plugged in correctly please try another step below.
  
  If the Kontakt Player is not listed then it is not installed properly, please shutdown Sibelius and reinstall the Kontakt Player from the appropriate CD.

Reset Sounds:

• If you have previously been using a different device for playback please make sure you have reset the score to use the Kontakt Player as the playback device.
  To do this open the Mixer (go to Window > Mixer or type M) and then in the right hand side of the mixer press the Reset Sounds button and then when asked if you want to reset sounds press Yes. If you can't see the button click on the little right-arrow so that the mixer expands to the right slightly.

Samples Loaded:

• Open the Kontakt Player window from Window > Kontakt and see if there are some little black boxes at the top of the player - if they have text (names of samples) in them then all is ok - if not then please reset sounds from Sibelius as described above.

Correct Output Selected in Kontakt:

• It is possible for the Kontakt Player to play through a number of different output ports on some systems. To check this open the Kontakt Player (Window > Kontakt) and then click on the 'Audio Setup' button. Then check that the Interface, Sample Rate and especially Output Device are set to what you would expect. For more information on these settings and how to get the best out of the Kontakt Player please click here to be be taken to an article called Kontakt Player - optimal settings to improve playback.

If the above steps have not helped then please try resetting Sibelius and the kontakt Player back to the way they were:

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On Windows:

• Close Sibelius
• Download this Registry key, and save it to disk, e.g. on your Desktop
• Double-click the downloaded Registry file
• When asked if you want to add the contents of the key to your Registry, click Yes
• Click OK when informed that the contents of the key were successfully added.
• Start Sibelius again and this time Sibelius should start up with no problems. You will notice however that such preferences as the Kontakt Player's registration (which you don't register again if you have already registered the Kontakt Players) and the Playback and Input devices will need to be set again.

On Mac:

• Close Sibelius
• Go to HardDrive > Users > Your Username > Library > Prefernces
• Drag into the Trash com.sibelius.sibelius4.plist and siblib.plist
• Empty the Trash
• Start Sibelius again and this time Sibelius should start up with no problems. You will notice however that such preferences as the Kontakt Player's registration (which you don't register again if you have already registered the Kontakt Players) and the Playback and Input devices will need to be set again.

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NOTE: This will only affect Sibelius and the Kontakt Players and has no effect on any other program

If the above steps have no solved your problem then please email Tech Support UK or Tech Support USA and outline exactly what does and doesn't happen when you attempt the above steps. To help us solve your problem quickly please also tell us what is listed in the Play > Playback and Input Devices menu as your various playback devices and what you have listed in the Kontakt Player 'Audio Setup' window (mentioned above) as well as the type of computer you are using and which version of the Mac OS or Windows you are running.