FAQ - Issues with Product Downloads or Upgrade Promo Codes
Updated September 9, 2014
Some customers experienced trouble successfully downloading the AIR Instrument Expansion pack instruments, and some customers had trouble redeeming upgrade promo codes they have received.
We've implemented a resolution to ensure that AIR promo upgrade codes will work as intended, and are pleased to provide replacement download links to all customers who experienced delayed or interrupted access to their downloads.
We apologize for the inconvenience. We value you as a customer and sincerely appreciate being part of your music!
Below, we've included answers to many questions about AIR Instrument Expansion Pack upgrades, upgrade promo codes, and details about restored access to downloads.
I purchased an AIR product in the past. Am I eligible for promotional upgrade pricing to the current line of products?
Please click here to retrieve the promo code(s) that are associated with your registered email address.
For more information about upgrade pricing, including the specific options available to you, click here.
I didn't receive an email with details about promotional upgrade codes I am eligible for. What should I do?
Please click here to retrieve promo code(s) associated with your registered email address.
The upgrade promo code I received isn't working as expected. What should I do?
If you received an upgrade promo code via email, you should be able to use it in the www.airmusictech.com store at checkout for discounted upgrade pricing. If you have questions about upgrades, promo codes, or need help with your purchase or product, please contact us!
I have been unable to complete my download. I encountered a non-working download link, or my download appears to be incomplete or corrupt. What should I do?
If you've experienced a delay in being able to download your purchase, we sincerely apologize for the inconvenience.
A new set of download links will be displayed for your purchased instruments. Please use these new links to re-download any purchases that you were unable to download and/or install.
Note: your order number is listed in the order confirmation email you received after making your purchase. You can also look up your order number on www.findmyorder.com.
Mac users should hold 'Option' when clicking download links
Some Mac users may see a page of garbled text when clicking the Begin Download buttons on the download page.
To override this browser behavior, and ensure that the file is downloaded to your computer, just hold the Option key on your keyboard when clicking the Begin Download button.
When your web browser is unfamiliar with the file type, it may try to read the linked file on-screen as text or html instead of downloading it to your computer. This generally only occurs with Safari. Holding Option when clicking a link ensures the browser will download the linked file to your computer instead of trying to read it inside the browser as text or html.
A note about large file downloads
Due to the amount of content included with some of these instruments, the associated downloads are quite large. Please be patient and allow your download to complete before attempting to open or launch the installer. If the files are not downloaded completely, the installer won’t work. If the installer tells you that it is unable to run due to missing data, simply re-download the incomplete/missing parts. Once that’s done, re-run the installer and you should be able to install the instrument(s) without issue.
We're not done until you're making music!
To ensure customers are able to successfully obtain their purchase, we have extended the period of time during which the files will be available for download to 30 days.
In the unlikely event that you have an issue with the authorization of your instruments once downloaded, you can find instructions for manually authorizing your instruments here.
If you have questions or concerns, or need any help with your product or purchase, please contact us!
I have completed my download, but the files don't work. What should I do?
Unfortunately this symptom indicates that an error occurred during download. You'll need to re-download your purchase. Please see here for instructions on how to receive replacement links that will allow you to easily re-download your purchase.
The order confirmation email I received said the download links will expire after a certain period. Will this be extended if I have had difficulty downloading my purchase?
Absolutely. If you have experienced difficulty obtaining your purchase, you will be granted extended access to your download links to ensure you receive your purchase. If you haven't been able to successfully download your purchase, please see here for instructions on how to receive replacement links that will allow you to easily re-download your purchase.
AIR Technical Support
Whether you are a customer or dealer, if you already own an AIR product, or if you just have pre-sales questions, the AIR technical support team is available to help!
Visit the link below to connect with any of the following support options: online community support, phone support, email support.