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SoundSyncAudio software platform

Troubleshooting guide

Errors and Troubleshooting

Troubleshooting for setup, include path, connection tests, activation, serial claim, deactivation, Store, My Products, and support routing.

Start with getting startedExplore API docs
SoundSync HISE package panel showing REST API integration status, package download, config copy, and setup docs.
HISE plugin activation screen with branded login and serial activation options.
HISE My Products view with sanitized customer identity, owned products, serial counts, downloads, subscriptions, and machine state.

SoundSync

HISE visual sequence

Package setup, activation, verification, unlocked access, Store, My Products, and device controls are shown in a consistent product flow.

SoundSync HISE package panel showing REST API integration status, package download, config copy, and setup docs.
HISE plugin activation screen with branded login and serial activation options.
HISE plugin serial activation screen with product branding, serial field, and customer email field.
SoundSync email verification message for serial activation with demo customer wording.
SoundSync serial activation verification success page for a demo product.
HISE plugin unlocked state after activation with product interface visible.
HISE in-plugin Store catalog showing product cards, categories, pricing, and cart access.
HISE in-plugin Store product detail page with pricing, license, format, and support information.
HISE My Products view with sanitized customer identity, owned products, serial counts, downloads, subscriptions, and machine state.
HISE plugin state showing customer login or serial activation after device deactivation.

SoundSync

Troubleshooting order

Start with setup and credentials before changing HISE project code.

  1. Package placement

    Confirm the SoundSync folder is located where the runtime include expects it.

  2. Runtime include

    Confirm include("SoundSync/Runtime/SoundSyncRuntime.js"); is loaded before activation or Store helpers.

  3. Connection test

    Run the package Test Connection and verify product-scoped credentials.

  4. Customer state

    Check customer account, serial claim, entitlement, subscription, device, and deactivation state.

  5. Support route

    Send the customer to configured support when self-service recovery is not enough.

SoundSync

Activation recovery

The deactivated capture is useful for support docs because it shows the customer-facing route back into activation.

HISE plugin state showing customer login or serial activation after device deactivation.
HISE deactivated state