FAQ (Frequently Asked Questions)
You will find here a lot of common questions frequently asked in the forum and in the e-service
- Website Registration
- Create an account
I've just created an account but I haven't received any password.
Check your mailbox spam settings. Some providers like AOL or HOTMAIL have software that blocks automated emails such as those sent by our site.
How can I change my login name?
This isn't possible. Logins can't be modified once created
Why write my serial number in my profile?
According to the serial number you have, you will get a specific level. This will give you access to new advantages like limited or faster support, limited or full plugins, skins, tools etc....
Another reason to register your serial number is that if you loose it, it will be very easy for us to find it in our database.
At last, professional edition users will be able to download updates. - Lost or forgotten password
I forgot my password
Please use the recover interface available HERE
I haven't received any email when I tried to recover my password.
Check your mailbox spam settings. Some providers like AOL or HOTMAIL have software that blocks automated emails such as those sent by our site. - Download Center
What is the Download Center
If you are a registered user, you will find there all the links to download your software again and your serial number - Forum
What do the stars/levels mean on the forum?
The stars correspond to the level you have in the VirtualDJ community. A teamer (9 stars and more) is a representative of Atomix Productions.
When you buy the professional version of VirtualDJ, you will be a "Professional Edition User" (3 stars) and have all the advantages offered on the website
How can I become an Experienced Edition user or a Vip member?
You need to be a professional edition user of VirtualDJ. Then according to the help you give on the forum (technical help, plugins, skins, ...), you may become an advanced user in the time - Plugins / Skins / Samples / Webradio / Users Map / Blogs / Private Messages
I've bought the djconsole. Why can't I download all the samples or the plugins ?
VirtualDJ bundled with Hercules DJ Console only give you the level of "Limited edition user".
To enjoy the full features of VirtualDJ (including the ability to download new effects and samples free of charge from our website), you must buy the professional version of VirtualDJ which will give you the level of "Professional edition user".
I can't find myself on the User Map or my location is wrong
Be sure that you have accepted this option in your profile. And update your location on the map.
Why can't I have a blog or a Private Messages system?
These advantages are for professional edition users only
I don't find how to download new effects from your website !
Only registered users can see the download button, and so are able to download new effects library for VirtualDJ (Skins are .zip, PC effects are .dll and Mac effects are .bundle)
If you're a registered user and don't see the download link, please check that you're currently logged in to the website with your correct login and password.
How can I be DJ on Virtual DJ radio?
You must have Virtual DJ Pro or Numark Cue license. Then you can apply on the Radio forum.
Can I share or sell the plugins available on this website?
This is totally forbidden. Plugins still belong to their respective authors and you are only offered the right to use them. Plugins are an advantage only offered to the users which have bought a licence.
- Trial version
- Purchase & Delivery
- Purchase process
How much time will it take to record my purchase and let me be able to download the software ?
For 99.99% of the purchases, we receive the order from Swreg few seconds after the end of the transaction so you receive immediatly by e-mail (the one used during the purchase process) the instructions in order to download the software.
But if you encountered some technical problems during the purchase or the first download, immediatly contact our team with your information (date time country name address serial if you own it,...)
I have purchased VirtualDJ, how can I get a bill for my company ?
Navigate to http://www.cardquery.com then enter the email address used to register our software.
What is the VAT number on the form?
It's a tax to pay. Leave the field empty if you don't have a VAT number
What is the difference between the "Download only" version and the "Boxed" version?
If you choose the default "Download only", you will be entitled to a discount on the purchase price.
In all cases, you will be able to download your software from this website instantly, and you will be able to redownload at will in the future if you need to.
If you choose the boxed version, please note that while we can ship to APO and PO box in the USA, doing so usually takes more than 15 days so we strongly recommend using an alternate address. - Choices of payment
I don't want to use my credit card on Internet ! How can I buy your software ?
As VirtualDJ professional version is only available through our website, we have partners that accept various payment methods. Currently, SwReg - our partner for VirtualDJ distribution - accepts : Mastercard, Eurocard, VISA, Delta, JCB, Switch, Solo, Discover, American Express, Diner's Club, UK cheque, US check, Postcheque, International Money Order and Bank wire.
Besides, with Swreg you have choice to communicate your personnal information online or by phone.
Last, be sure that swreg uses all the latest security protocols, so all the transaction is encrypted with SSL technology to protect your personnal data as name, address, email address, and credit card information.
Please note that Atomix Productions will never know your credit card information. We will only keep your name and address in order to contact you if needed. - Serial Number
What is the Serial Number ?
In order to minimize piracy, Atomix Productions has added a serial based protection to its softwares and websites. This serial number (also called sometimes key) is strictly personnal.
You will need it to use the software, and register your account to download some addons or the next updates of the software
Atomix Productions retains the right to lock any stolen/hacked/cracked serial number, and close the users accounts related to these keys, and if needed, Atomix Productions will contact the proper authorities to prevent these users from being unpunished by the law.
No Serial Number will be replaced by Atomix Productions ! keep it always in a safe place !!
If you are registered user, you will find your Serial Number written in your Download center.
Can I share my Serial Number ?
No ! The serial number is strictly personnal ! You can't share a key nor give it to anyone. Never write it on a forum. Never give it to a friend !
If we discover, that a key has been shared, we will close the account and disable the key.
- Support
- Development
- Technical
- VirtualDJ
- General
When I Push play the Track wont play at all. The jog wheel doesn't spin.
When this occurs the majority of the time it's because the sound driver is not properly installed and VirtualDJ is not setup in the Sound card tab of the configuration correctly. Please validate that you have the latest drivers and correctly configured in VirtualDJ.
What is the so-called FAME engine?
The FAME engine is the core of Atomix Productions' software. It stands for "Fast Automated Mixing Engine", and describes the real-time algorithm that will analyse the song and compute the BPM, rhythm structure, music genre, and so on. The most useful parts of the FAME are the instant BPM computation and the beat waveform display.
I am having problems to display on the main windows the titles that I bought on iTunes. It seems that VDJ does not read those files. Could you know how I can bypass this ?
Apple's DRM protected iTunes files bought on the iStore only playable inside iTunes or an iPod. You must convert these files via the iStore to the non-DRM versions in order to work with VirtualDJ. VirtualDJ is compatible with iTunes non-DRM files, files ripped from CD and cataloged within iTunes, as well as Yahoo Music, MSN Music, Napster, etc... - Microsoft Windows version
I have the message "d3d9.dll was not found" or "d3d9_XX.dll was not found" (where XX is a number)
Please update your version of DirectX 9. Download "DirectX End-User Runtime Web Installer" OR "DirectX End-User Runtimes" HERE. It works for both Windows XP and Windows Vista as it's written in "System Requirements" ->
"Supported Operating Systems"
My video effects and transitions don't work.
You have to activate the option "use Hardware acceleration" on the video panel, in the config of VirtualDJ.
I get the following window. What does it mean?
Although VirtualDJ has been developed to be robust and flawless, no software can be 100% safe from an error or a crash.
For the sake of your live performances, VirtualDJ uses a technology called "Crash-Guard".
If such an error appears, the Crash-Guard, which is silently monitoring the VirtualDJ software from the background, will propose to automatically recover from this error. If you choose so (at the right time), Crash-guard will kill VirtualDJ, and instantly reopen a fresh new instance, reload the exact same track at the exact same position and play it again at the same pitch and volume. Thus, the audience will only notice a less than a second blank, and the song will continue as if nothing happened.
Crash-Guard also writes a crash report on your HD in a file named "crashguard report.txt". If you get such a window, please send the data of this file to the support with a little description of your case. It will help the support to give you the reasons of the crash or maybe a fix in a future release of VirtualDJ.
I use Windows Vista ©Microsoft and VirtualDJ crashes when I recurse my folder. Why?
There is a new feature in Vista named UAC (User Account Control) which has bad consequencies on the use of softwares. You have to turn off the UAC in Vista to solve this problem
When I want to record my video mix, I get the following message "** Record Error ** Video codec not found". How can I fix that?
This error means that VirtualDJ can't find the selected video encoder codec (MPG4 by default) on your computer. Simply, install this codec or select another video codec.
You can download it here
I was told to open the registry in order to modify some hidden options. How can I do that?
There is a tool available for Windows. Download it HERE.
It will help you to easily change some hidden options in the Windows' registry.
I have the message "Error in ASIO Sound Driver"
It means that the last time VDJ was run, the soundcard drivers were set to ASIO but VirtualDJ can\'t find these ASIO drivers now.
This could be because your soundcard:
- is curently NOT set to ASIO
- is curently not connected (in the case of an external soundcard) or detected by the computer (having been uninstalled or became defective)
This message could also appear because:
- Another soundcard has been installed, becoming the main audio device of the computer.
- You installed a more recent version of VDJ, that somehow cannot use the settings saved by your previous version.
- VirtualDJ saved settings have been altered or deleted.
SOLUTION:
1 - Start by checking the settings of your soundcard using the card\'s control panel. Decide which audio configuration you want to use and make the appropriate settings (if possible)
2- Open VirtuallDJ, and nevermind the error message you may get regarding your soundcard. Go to the audio setup page, and configure according to your needs.
3- Once your audio configuration is correct, close VirtualDJ, then launch it again. Normally, VirtualDJ should remember your configuration and start WITHOUT any error messages.
IF you do get error messages, check everything again from the beginning. - Apple Mac OS X version
I have a crash with the timecode interface on the MAC version of VirtualDJ v5.2.1
There currently is a conflict with MAC OS Tiger. This problem doesn\'t appear with MAC OS Leopard.
My BPMs do not save in my database.
Go to the /Documents/ folder and Control+Click (right click) on the VirtualDJ folder. Choose the Get Info menu choice. Then in the bottom right corner of the Get Info dialog you need to click on the pad-lock and unlock it (will prompt you for you user password)
Then just above that to the left is the Permissions list. Make sure your user account has Read/Write permissions set. Just below the Permissions box there is a button with a gear graphic on it - click that and choose the \'apply to all included\' items. Once changed, close the box to Apply the changes.
- Sound problems
The sound skips a lot!
There are several things you can try to illiminate skipping, as there are several possible causes. Of course make sure that your latency is correctly adapted in your sound card and in VirtualDJ. Also check that you are using a good mp3 file. But I suggest you to go and read the Technical Support Forum.
I noticed a weird digital noise coming through the audio outputs when music is not playing
It\'s probably a grounding/earthing problem. It can come from the laptop\'s power.
You will want a ground loop isolator like This.
I noticed some weird noise when I move the sliders or knobs on my MIDI controller
Verify that the option \"safe mode\" is disable in VirtualDJ
I have interruptions in real-time audio, also known as drop-outs
We advise you to download the tool \"DPC Latency Checker\" ©Thesycon
On Windows 7, the process audiodg.exe is consuming 35-40% of the CPU
Disabling Audio Effects
In order to fix the high CPU usage, I disabled the audio enhancements processed by the audiodg.exe file. To disable the audio enhancements, use the following steps:
1.Right-click the speaker icon in the lower right corner.
2.Select Playback Devices from the menu. A list of devices should appear on the screen.
3.Double-click the device that has a green checkmark. The properties windows for that device should open.
4.Click the Enhancements tab at the top.
5.From the list of enhancements, uncheck all of them, or click the Disable all enhancements checkbox.
6.Click the OK button to save your changes and close the window.
7.Click OK to close the Playback Devices window - Video problems
I have green green and red stripes on the right half of my rendered video.
It\'s certainly a problem of codec. Try to install another one.
I have a Nvidia video card and I have problems to play video in VirtualDJ
We advise you to have a look at: www.laptopvideo2go.com - External Controllers
- Hercules DJ Console RMX
I get the error \"Error in the sound driver\" with the MAC version of VirtualDJ v5.x
Please read this - Denon HC4500
I have a freeze/crash of VirtualDJ when I use the HC4500
This problem is fixed in the last firmware of the HC4500
Is there a free, trial, or demo version available ?
Yes, a demo version is available on the download page at http://www.virtualdj.com/download.html .
Please note that the last demo version can be unavailable for download if we have just released a new version as our team needs a few hours to update the demo version on the download servers.
Does VirtualDJ work on Windows Vista?
Yes (but be sure to turn off UAC in Vista or to install as Administrator: Right-click the installation file)
How do i get the MAC trial version?
There is currently no demo version for MAC OS but it's planned for the future.
What is the difference between Virtual DJ and Numark Cue?
It is the same software, only the skin is different.
My trial (demo) version is expired. How can I use it ?
The demo will only work for 20 days. You can't re-download it and get another 20 days. If you need more time to test, we can extend your demo for 4 days (contact us). If you enjoyed the demo, please buy the full version of VirtualDJ. You'll find the purchase options at http://www.virtualdj.com/buy/
I'm searching for an old trial or demo version ? Can I find it here ?
No, old trial versions are removed from our servers as soon as we release a new version. All Atomix Productions Team is invinting you to test the last version, the most complete version in date!
I want to contact Atomix Productions or its support but I can't find a phone number.
In order to interact with its customers, Atomix Productions offers a system named e-service and a chat. A phone support is only available for English speaking users. Please use the followiing interface http://www.virtualdj.com/contact/ if you want to contact Atomix Productions or its support. The e-service enables Atomix Productions to give a support with a better quality as all your written messages are recorded and can be treated by different experts in different languages.
When I launch the software I get an error message about an invalid serial !
You may have made a mistake while entering the serial number. Simply reinstall VirtualDJ and check once more your serial - specially letter I and number 1 or letter O and number 0 - .
If you're sure you have entered correctly your serial number, please contact Atomix Productions' support with your name, email, and serial and the support team will check your account.
I have a protection error when I launch the software.
Please write to us including your serial number, the exact error message, and how it happened.
How long does it take to get an answer ?
Atomix Productions does its best to answer its users as fast as possible. Within business days, most of questions are answered within 2 days. You don't need to post the same question several times, you won't get a faster answer, and in this case Atomix Productions will answer in priority to other users. Please note some questions may take more time to be answered, so thanks for your patience.
My question has been read by your staff but I still have no answer...
Your question has been forwarded to an analyst or a specialist. Don't worry, Atomix Productions is working on it, and you'll get an answer soon. Just be patient. You can always add new information to help our specialists in case of delay.
I have lost my original full .exe file for VirtualDJ. How can i get it back?
You can download it in your Download center. If you can\'t find the version you need, please write Atomix Productions' support, they will give you another download link.
I forgot my serial number. How can i get it back?
If you already have written your serial number in your profile, you will find your serial number in your Download Center.
If you have difficulties, feel free to contact the support
I can't register my serial number in my profile. It tells me that the serial number is already registered
It means that another user has already registered your serial number. Please contact the support which will investigate.
I need a previous version of Virtual DJ, how can I get it?
Contact e-service. The Team will assist you. Remember that you can burn your copy on a media for future use
When will the software be updated ? Every week-end ?
Of course not! Developping a software like VirtualDJ needs time and lot of work, but first of all tests and practice. The improvements added to the software are evaluated by our team during real parties (so in real conditions) to get the most real feedbacks about the software's new features : easy to use, no bugs, ... . That's why Atomix Productions is always running a beta test before each release where selected users are able to judge about the new ideas and improvements.
How can I become a beta-tester of VirtualDJ?
Beta-testers are mainly selected among the VirtualDJ users. It requires to perfectly know VirtualDJ, to have an investigative mind, to be clear and organized. High skills in computer science and/or audio technologies are welcomed too
I'm a C++ developer. How can I help?
VirtualDJ offers a real freedom in software customization thanks to a powerful SDK written in C++. You will find help in the forum and some source codes are also available in download.
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