Support

• What if I already have a Roland/Backstage Account?

  The migration process allows for account consolidation, so your Roland/Backstage Account can integrate seamlessly with your Roland Cloud account.

• What’s the difference between a "Roland Account" and my Roland Cloud account?

  Roland is now offering the ability to sign on to all of Roland's services with one account. There is now a central log in for Roland Cloud, Zenbeats, and hardware registration. Previously, Roland Cloud was a single account and separated from the rest of the Roland family.

• What happens to my Roland Cloud access, subscription, and entitlements after I migrate?

  All of your Roland Cloud instruments, subscriptions, billing, and rewards will remain intact after you migrate. Your workflow, files, and compositions will also remain unaffected.

• What if I don’t have access to my original Roland Cloud email, or I want to change my email with migration?

  Don’t worry! The migration process will address any email modifications during your personalized migration flow.

• What will I need in order to migrate my Roland Cloud account to my new Roland Account?

  All you need is internet access, your Roland Cloud credentials, a valid email address, and Roland Cloud Manager 2.4.4 or above.

• Do Roland Cloud instruments currently work with Catalina (macOS 10.15)?

  Roland Cloud software instruments are supported by macOS Catalina. Please upgrade to the most current version of Roland Cloud Manager and update your instruments to ensure compatibility.

• How do I create a Roland Cloud account?

  1. Go to the Roland Cloud website, www.rolandcloud.com
  2. Click on the “Sign Up Here” button
  3. Fill out the web form
  4. Click “Sign Me Up!”

• How do I sign up for the 30-day free trial?

  The 30-day free trial starts when you create a Roland Cloud account.
   

• How do I sign up for Roland Cloud?

  1. To sign up for Roland Cloud, visit our “Join” page and choose the plan that works best for you.

     https://rolandcloud.com/roland-account/join/

• How do I change the display language for Roland Cloud Manager?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click on the profile icon 

  3. Select "Preferences" 

  4. In the "Language" menu, select the desired language 

• How do I cancel my trial membership?

  Trial memberships automatically expire after 30 days—you don’t need to do anything.
   

• How do I cancel a paid subscription?

  1. In the My Account page, click the “Cancel Subscription” link or:
  2. In the email receipt from Xsolla, click on the “Unsubscribe” link or:
  3. Contact Xsolla via https://h.xsolla.com

• How do I change my email address in my Roland Cloud account?

  The email address can’t be changed.
   

• How do I update my payment information?

  1. Sign in to the Roland Cloud website
  2. Go to My Account
  3. In the “Membership and Billing” section, click on Payment Information

• How do I check my billing history?

  1. Sign in to the Roland Cloud website
  2. Go to My Account
  3. In the “Membership and Billing” section, click on Billing History
  4. For further questions, contact [email protected]

• How do I contact Xsolla?

  Xsolla, Roland Virtual Sonics' billing partner, can be contacted via email at [email protected] or via their website at https://h.xsolla.com

• Can I have the VAT removed from my subscription bill?

  Roland Cloud operates using a b2c (business-to-consumer) model. Therefore any customer regardless of their status (individual, business, etc.) is obliged with VAT depending on their country’s VAT rates as they are considered as an end-user

• How do I turn off the Roland Cloud Manager desktop notifications?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click on the profile icon 

  3. Select "Preferences" 

  4. Uncheck "Allow Desktop Notifications" 

• What if one of my Loyalty Program reward instruments is removed from the Roland Cloud catalog--can I choose another one?

  Yes.

• How do I stop Roland Cloud Manager from running whenever I start my computer?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click on the profile icon 

  3. Select "Preferences" 

  4. Uncheck "Run on System Startup" 

• What is Roland Cloud Manager?

  Roland Cloud Manager is a helper application which allows Roland Cloud users to install, update and remove Roland Cloud plug-ins and software packages.
   

• How do I install plug-ins and software using Roland Cloud Manager?

  1. Open the Roland Cloud Manager application 

  2. Browse our Series section and find an instrument you are interested in 

  3. Select the item you want to install 

  4. Click the "Install" button 

  5. Follow the instructions 

• How do I install Roland Cloud Manager?

  1. Sign in to your account at https://www.rolandcloud.com/account/signin
  2. Go to https://www.rolandcloud.com/catalog/essentials/roland-cloud-manager
  3. Click "Downloads"
  4. Download the appropriate installer for your operating system
  5. Follow the installer instructions

• How do I auto-update my installed instruments?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click on the profile icon 

  3. Select "Preferences" 

  4. Check "Auto-Update My Instruments" 

• How do I start Roland Cloud Manager?

  Roland Cloud Manager starts running automatically after it’s installed. When it’s running, you can find it in the Menu Bar (on a Mac) or in the Hidden Icons section of Task Bar (on a Windows machine).
   

• How do I unauthorize a device?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click on the profile icon 

  3. Select "Preferences" 

  4. Click "Manage My Devices" 

  5. In the Device Manager window, select the device to be unauthorized and click the "X" on the right-hand side 

• How many devices can I authorize with my Roland Cloud account?

  Five

• Roland Cloud Manager is asking for my "credentials"--what are they?

  If you're using an older version of macOS, you may be prompted to enter your "credentials" when installing an instrument via Roland Cloud Manager. The "credential" is your macOS user password.

• What is Concerto?

  Concerto is a plug-in that hosts the Anthology, Tera, and FLAVR sample libraries.
   

• How do I install Concerto?

  1. Open the Roland Cloud Manager application 

  2. Click on "Concerto" 

  3. Click the "Install" button 

  4. Follow the instructions 

• How do I specify where to install my Concerto instruments (Anthology,FLAVR,Tera)?

  1. Open the Roland Cloud Manager application 

  2. In the top right corner, click the profile icon 

  3. Select "Preferences" 

  4. Check "Custom Install Location" 

  5. Select the desired install location 

• How do I use MIDI Learn with Concerto?

  To assign control of an instrument parameter in Concerto to a MIDI CC value, Control-click or Right-click on the knob/switch/slider in the Concerto interface. Then select "MIDI Learn" from the menu and adjust the desired knob/switch/slider on your external MIDI controller.

• How do I authenticate the instruments?

  1. In the plug-in UI, click on the “Options” button
  2. Select “Authentication” from the drop-down menu
  3. Enter your email address and password
  4. Click Submit

• How do I uninstall Roland Cloud Manager?

  Note: uninstalling plug-ins is done in Roland Cloud Manager, so if you want to uninstall Roland Cloud Manager, be sure that you've already uninstalled your plug-ins before you uninstall Roland Cloud Manager
  
  MacOS

  1. Quit Roland Cloud Manager
  2. Move the Roland Cloud Manager from the Applications folder to the Trash
  3. Empty the Trash

  Windows

  1. Quit Roland Cloud Manager
  2. Use the Add/Remove Programs Control Panel

• Do I have to be online to use the instruments?

  You have to be online to initially authenticate the instruments, but after that you have seven days before you need to be online again.
   

• How do I uninstall a Roland Cloud instrument?

  1. Open the Roland Cloud Manager application 

  2. Browse our Series section and find the instrument you are interested in uninstalling  

  3. Select the item you want to uninstall 

  4. Click the drop-down arrow to the right of the "Installed" button 

  5. Select "Uninstall" 

  6. Follow the uninstaller instructions 

• What are the minimum system requirements for Roland Cloud?

  MacOS 10.9 or Windows 7 SP1, and a 64-bit DAW or plug-in host that supports VST, AU or AAX instrument plug-ins.
   

• How do I use the plug-ins to make music?

  Once you’ve installed them, check the documentation for your DAW or plug-in host for instructions on how to integrate Roland Cloud instruments into your system.
   

• I have MIDI SYSEX files from my Roland keyboard-can I load them into a Roland Cloud instrument?

  Only the D-50 plug-in will load SYSEX patch data from its hardware ancestor.
   

• Can I use the Roland Cloud instruments with Pro Tools?

  With Pro Tools HD 12 or later, yes. All the plug-ins, with the exception of Sound Canvas VA, are available as 64-bit AAX plug-ins.
  With Pro Tools First, no. Pro Tools First only supports plug-ins available from the Avid Marketplace.
   

• I'm using Ableton Live 9 on my Mac, but I can't see the Roland Cloud plug-ins

  In the Preferences for Live, go to File Folder and make sure that “Use Audio Units” is turned on.
   

• I'm using Ableton Live 9 on my Windows machine, but I can't see the Roland Cloud plug-ins

  Live only allows for one VST folder. If you’ve customized your installation and/or are using other DAW’s, the Roland Cloud instruments may not show up in Live. In the Preferences for Live, go to File Folder and make sure that it’s pointed to where the Roland Cloud VST’s are located (this can be an alias to the actual folder).
   

• Where can I find Japanese language versions of the plug-in manuals?

  The manuals are included when you install the plug-ins. Add the plug-in to a track in your DAW, and click the "HELP" button. If your computer operating system language is set to English, you'll see an English manual, if it's set to Japanese, you'll see a Japanese manual.

• I've installed Drum Studio but I can't find it in my DAW or on my computer--where can I find it?

  Drum Studio isn't a standalone plug-in, it's a Concerto sample library. Add Concerto to a track in your DAW, and then you'll see the option for Drum Studio in the Concerto Instrument Library.

• What happened to Midnight? What is Sector-7?

  The Midnight instrument got renamed to Sector-7 and had the new effects added to it.
  Sector-7 can be used to replace Midnight in all existing projects.

• How do I use the multi-out feature in Concerto in Logic Pro X?

  1: Open Concerto Stereo as a channel instrument
  2: Click Concerto's "Options" button
  3: Under Advanced, set channel output pairs to 8.
  4: An alert will notify you that the plug-in needs to be restarted
  5: Close the window, select 'no plug-in' on channel strip instrument selection
  6: Open "Plug-in Manager" under Logic Pro X Preferences.
  7: Select Concerto and re-scan, click 'done'
  8: Concerto Multi-output (8x Stereo) should now be an option
  9: Open Logic Pro X Mixer window to confirm additional channel sends, they won't appear under midi or track defaults.
   

• How do I enable multi-out for the TR-808 or TR-909 in Logic Pro X?

  Insert the multi-out version of the TR-808/909 plugin (not the stereo out version) on a track

  On the TR-808/909 control panel click the "options" button and select "sub output" from the popup menu (enable as many of the sub outputs as you want)

  Open the mixer view in Logic - at the bottom of the fader for the TR-808/909 there will be a "+/-" button to add/remove aux channels for that instrument.  

  Add as many as you need to match the number of sub outputs you enabled in the instrument

• How do I enable multi-out for the TR-808 or TR-909 in Ableton Live?

  On the TR-808/909 control panel click the "options" button and select "sub output" from the popup menu (enable as many of the sub outputs as you want)
  
  To assign the sub out channels, follow the procedure here.

• I'm using the macOS version of Reason, and I can only see two of the Roland Cloud plug-ins

  Reason does not support VST3 or AU format plug-ins, but does support VST2. The only macOS Roland Cloud plug-ins that are available in VST2 format are Concerto and Sound Canvas VA. 
  
  Propellerhead discusses their VST support here.

• I'm hearing crackle sounds and random volume changes when I'm using the Roland Cloud plug-ins in my DAW or plug-in host

  When a plug-in isn’t authenticated, it runs in “demo mode” and produces crackling and random volume changes. To authenticate the plug-in:

  1. In the plug-in UI, click on the “Options” button
  2. Select “Authentication” from the drop-down menu
  3. Enter your email address and password
  4. Click Submit

• My Mac DAW is crashing when it loads the Roland Cloud plug-ins

  1. Start "Fontbook.app" from the Applications folder
  2. Find "Arial" font
  3. If it is missing, reinstall it
  4. If it is disabled (off), enable it

• Can I use the Roland Cloud instruments in my 32-bit DAW or plug-in host?

              Roland Cloud requires a 64-bit DAW or plug-in host.
   

• What is Xsolla?

  Xsolla handles Roland Cloud's subscription billing. If you have a paid subscription, you will receive emails from them regarding your account.

• I have subscribed, what do I do next?

  1. Sign in to your account at https://www.rolandcloud.com/account/signin
  2. Go to https://www.rolandcloud.com/catalog/essentials/roland-cloud-manager
  3. Click "Downloads"
  4. Download the appropriate installer for your operating system
  5. Follow the installer instructions

• Can I use hardware other than Roland hardware to control Roland Cloud Software synthesizers?

  Yes, we currently support any hardware that supports standard MIDI. In order to "Plug out" the LEGENDARY or AIRA series of software synthesizers to your hardware, you will need a Roland SYSTEM-1, SYSTEM-1m or SYSTEM-8.

• I have downloaded my instruments, now what?

  It varies depending on your environment.  Please see the user documentation provided by your specific DAW manufacturer regarding how to add and use VST, AU or AAX plug-ins.  
  Anthology, Tera and Flavr series instruments will be located within the plug-in section inside the Concerto plug-in, which can be found under "Roland Cloud" in your DAW.
  All other instruments will be located in the Plug in section under "Roland".

• How much hard drive space will these instruments take up on my computer?

  It varies per instrument based on several factors such as whether it is using ACB technology or is an ultra-deep sampled instrument. The required disk space for each instrument can be found in the instrument's specifications tab on the Roland Cloud website.
   

• I'm interested in working for Roland Cloud, where do I start?

  We're interested in you too!  Please send us an email detailing what you do, why you are interested and we'll let you know if there is a good fit now or in the future to: [email protected]

• When I try to authenticate my instrument, it asks for a user name and password. Where do I find these?

  Please use the exact same email address and password that you used when setting up your Roland Cloud account.  If you can't remember your password, you can assign yourself a new password via your profile page in rolandcloud.com.  If you are unable to log in, please use the 'forgotten password' link on the sign-in page and follow the instructions you receive in email.

• How do I zoom the instrument UI?

  We are currently addressing the scalability of both the Legendary and AIRA series UI.  
  For those who simply want to make the UI bigger, for instance, to be more legible on a 4k display, please try the following:

  1. Click the "options" button.  It is found in various locations depending on the instrument, but will always be labeled "options."
  2. Select the amount of zoom you prefer.

  

• How do I authenticate the AIRA or Legendary series of synthesizers?

  You should receive a dialog asking for a user name and password the first time you load either a Legendary or AIRA Series software synthesizer into your DAW.  You can revisit the authentication process by clicking the "Options" button on the face of the software synth.

• Do I need to be online to use these instruments?

  As Roland Cloud is an online service, you’ll still need to connect to receive updates, patches, and new stuff, but now it’s only required for authentication purposes once a week.

• What happens if I cancel my subscription? Do the instruments stop working, or do they uninstall?

  Once your subscription is canceled, you will still have access to all instruments, features and services on Roland Cloud until the end of your current subscription, that is until the day before your next payment would have been assessed and processed.
  
  If you cancel within 7 days of your initial order, you’ll be fully refunded.
  
  If you cancel after 7 days from your initial payment, your payment is non-refundable and your service will continue until the end of the billing period. Cancellations can be made any time by visiting your Manage Account page or by emailing Roland Cloud customer support directly.
  
  If you should reinstate your subscription after cancellation but before your next billing date, your service will be uninterrupted and your billing date will remain unchanged for subsequent billing cycles.
  
  If you reinstate your subscription after your  subscription time has run out, your new billing date will be 1 month after your renewal date.

• I have already purchased a PLUG-OUT Synth from the Roland Contents Store- what does the change to a subscription service under Roland Cloud mean for me?

  You may continue to use your current synth(s) license(s) without interruption (and if you choose to do this, please do not install the Roland Cloud versions of any synths you own- a different copy protection system will create some challenges). We will be announcing a special Roland Cloud offer for existing Roland Contents Store customers- please stay tuned.

• No sound is coming from the SYSTEM-8, JUPITER-8, and JUNO-106! How do I fix this?

  When using the SYSTEM-8, JUPITER-8, and JUNO-106 software synthesizers, please ensure that your DAW is set to a sample rate of either 44.1kHz or 48kHz. Use of other sample rates with these plug-ins will result in no audio. Please refer to your DAW's documentation for further information on setting sample rate.

• Why are the Legendary series synthesizers so intensive on my CPU?

  Powering the Legendary series is Roland’s critically-acclaimed Analog Circuit Behavior (ACB) modeling technology. It's the same engine as is found in the popular AIRA family of hardware synths. As ACB is doing component-level modeling of original analog instruments, it simply is very demanding.
  If the requirements of our ACB-powered synths are creating challenges for you, try selecting "Optimize for lower CPU usage" from the plug-in Option menu, reducing the voice count, rendering, bouncing to audio or freezing completed tracks/sections, and then archiving the software instrument MIDI track. You may want to remove the plug-in to reduce CPU load.

• What is the difference between the Anthology series and the Legendary series?

  The Anthology series of software synthesizers are very different in concept and intended application from the Roland Legendary series. The Legendary series represents authentic component-level recreations of iconic Roland synths that leverage your computer's system resources to provide perfect reproductions of hardware. With the Anthology series, In order to maintain simplicity, the instruments have less knobs and controls yielding an easy to use and great-sounding, yet non-system taxing version of their hardware counterparts. 
  
  If you crave absolute feature parity with your favorite historical hardware synths from Roland and are well-versed in the operations of synths, choose the Legendary series. If you simply desire familiar Roland sounds that can be tweaked quickly and are easy on your computer, choose Anthology.  Both sound incredible!

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