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Technical Support

Before submitting a support ticket, please consult the PDF documentation, found here.

Our most common questions are answered directly on this page.

If you cannot find a solution to your problem, you can submit a support ticket here.

Getting new download links

How do I get new download links for my second computer?

If you need to download new installers, please follow this link.

If you have saved your previously downloaded installer, you can simply run the same installer on your second computer. Our personal license allows you to use NotePerformer on up to three computers.

Required host program

NotePerformer requires Sibelius 6 or higher

In order to use NotePerformer, you must own a copy of Sibelius 6 or higher (Sibelius 7, Sibelius 8 or Sibelius First).

There is no other way to access the sounds but through Sibelius. You cannot use NotePerformer with a VST or AU sequencer music program.

If you use Sibelius 7.0.0, you normally need to update to the latest version (7.1.3) in order to use NotePerformer. The 7.1.3 update can be downloaded for free from here

Earlier versions of Sibelius cannot run NotePerformer. If you are using Sibelius 5 or earlier and want to use NotePerformer, you must purchase an upgrade from Avid to the latest version of Sibelius.

As for now, no other notation programs are compatible with NotePerformer.

Cannot install due to security preferences (Mac only)

How to install NotePerformer on OS X Mountain Lion or higher

When installing NotePerformer on Mountain Lion, you may encounter an error message saying the installer cannot be opened "because it is from an 'unidentified developer'", or "because it was not downloaded from the Mac App Store".

This is because you are using Gatekeeper, a feature in OS X Mountain Lion protecting you from installing unwanted programs by mistake.

To get around this restriction, right-click (or ctrl + click) on the installer and select "Open". You will then be offered to open the NotePerformer installer even though Gatekeeper is active.

Apple's own support page on this issue can be found here, and also includes information on how to permanently deactivate Gatekeeper.

Installed but nothing seems to work

Make sure that NotePerformer is listed under "Available devices"

Please open the "Playback Devices" panel. In Sibelius 7 this is accessed by clicking the small arrow shown to the bottom right in the image below. This is located on the ribbon, on the "Play" panel, to the far left.

Clicking that arrow should bring up a new window, looking like the one in the image below.

When all is working it should look similar to the image above. In the left the left column, the one labeled "Available devices", there is an entry named "NotePerformer", of type "VST". This means that Sibelius has identified an audio plugin called NotePerformer, and the plugin communicates with Sibelius through a format known as VST.

If there is no "NotePerformer" entry in the left column, this means Sibelius is unable to load NotePerformer.

The most common cause for this is on Mac when using an early release of Sibelius 7, such as Sibelius 7.0.0, which doesn't work with VST plugins but only AU plugins, due to a bug in Sibelius which was fixed in a free update. Sometimes switching to 32-bit mode helps, but normally this can only be resolved by downloading the latest free Sibelius 7 update, which is 7.1.3.

The 7.1.3 update can be downloaded for free from here

I only get trumpet sounds/the wrong sounds

You have deactivated "Send program changes" in Sibelius Playback Preferences

NotePerformer relies on MIDI messages to assign instruments and sounds.

Go to Preferences->Playback in Sibelius, and make sure that the option "Send program changes" is selected.

Unable to do live recording

Real-time record is not compatible with NotePerformer

There is no latency with NotePerformer when editing your score and playback is stopped.

But in order to read ahead and analyze your score, NotePerformer adds one second of latency (delay) during playback. This latency is unavoidably added also during recording.

This makes real-time recording impractical to use when NotePerformer is the current playback device.

If you need to do live recording with Sibelius, you can temporarily switch over to another Playback Configuration, such as General MIDI, and then switch back when you've finished recording.

Rewire – problems with timing

No known workaround.

You may experience severe timing problems using NotePerformer inside Sibelius in Rewire mode.

This is because NotePerformer requires considerable latency compensation in order to read-ahead in your score.

Unfortunately, automatic latency compensation does not seem to work with any of the Rewire configurations we've tried with Sibelius.

Instruments being too loud/low in volume.

Reset all mixer levels.

Make sure your mixer levels in Sibelius are reset. Open the mixer in Sibelius, and double-click all the volume sliders, one-by-one, to reset them to a common value of 95.

When creating a new score in Sibelius, the mixer levels are always scrambled. This is because the instrument definitions in Sibelius do not specify the same default volume. So we recommend doing this every time you begin a new score.

With NotePerformer you should use the same volume for all instruments in the mixer, as a starting point.

Typical default instrument volumes in Sibelius 7. Double-click all sliders to reset to 95.

Changing the global reverb level.

Found under "Performance" settings in Sibelius.

To change the global reverb level, open Performance settings in Sibelius.

The checkbox labeled "Use reverb" should always be ticked even if you do not want reverb. If you untick this checkbox it only results in you being unable to change NotePerformer's reverb level at all.

Next to the checkbox you can change the global reverb level, ranging from dry to cathedral, where cathedral is the highest possible setting. By increasing this setting the orchestra will sound like it's further away from you.

Performance settings in Sibelius 7.

Notes are uneven in dynamics.

Turn off Live Playback and Espressivo.

Turn off Live Playback in Sibelius. Ths is done either from the Sibelius 7 ribbon, or the transport.


Also, open Performance settings and change the "Espressivo" setting to Meccanico.

Both these features make Sibelius add its own pass of expression, and don't work so well with NotePerformer. By turning them off you usually get a smoother and more balanced performance using NotePerformer. So we recommend turning these features off for all your scores.

Audio is stuttering or crackling.

Look into your soundcard, drivers and audio buffer size.

At the core of NotePerformer there is an advanced audio software that requires a fair bit of CPU. But with that said, a modern system should be able to playback complex orchestrations in real-time with a high enough audio buffer size.

You may be able to solve problems with stuttering audio simply by increasing your audio buffer size, found under Audio Engine Options in Sibelius. This should always be your first step.

A larger buffer size will be much easier on your computer. However, when you enter notes there will be a longer delay between pressing the key and hearing the sound (latency).

Since NotePerformer is not suitable for live performance or recording anyway (see "Unable to do live recording") the recommendation is to use as large buffer size as you are comfortable with. 2048 samples or higher will make things easier for your computer, if you are fine with that latency.

You may also want to look into what your sample rate setting is. A sample rate of either 44100 Hz (CD quality) or 48000 Hz (film quality) is advisable.

Audio Engine Options is found in Sibelius 7 under Play → Setup → Audio Engine Options.

On PC, if you use your computer's built-in soundcard you may be able to improve performance by installing ASIO4ALL, a popular and free soundcard driver optimized for music computers. It shows up as a new "Interface" (see image) in Sibelius, once installed.

Having a good soundcard with proper ASIO drivers may additionally help improving audio performance.

For more detailed instructions, please follow Avid's guidelines for improving Sibelius' audio performance. Please follow this link.

Please note that this is an issue only related to real-time audio playback in Sibelius. You can always export your music as an audio file to your harddrive, even on slower computers, allowing you to hear your music without stutters.

Accent, marcato, tenuto not working as expected.

Add dictionary entries for +accent, +marcato and +tenuto.

In some of Sibelius's included House Styles – in particular the House Styles from Sibelius 6 – there are no +accent and/or +marcato sound ID dictionary entries added for accent and marcato articulations. When the entries are missing, the entire note's dynamics is changed, not just the attack.

If that is the case for your project, you may need to add these entries manually to your dictionary. You could also load a newer House Style including these entries, but it may be just as easy to add them manually.

The accent and marcato dictionary entries are found in the "dictionary" in Sibelius, under "articulations". Add +accent and +marcato to the "Sound ID change" field of these two articulations, respectively.

Please note that when writing for unpitched percussion, Sibelius ignores the Sound ID field for accents and marcato. Instead it uses the values specified for changing the entire note's dynamics. So if you want to change the impact accents and marcato have on percussion dynamics, you must tweak the values below for "Adjust dynamic, attack and/or duration". The "attack" controller is not used by NotePerformer and can be ignored. Only the "dynamic" controller is used.

Overlapping & nested slurs not playing back legato.

Currently unsupported by Sibelius

If you end a slur on a note and immediately begin a new slur from the same note, Sibelius may choose to ignore the second slur in playback.

Similar problems can occur when you put a slur inside another slur.

The solution is to avoid notating this way if you need accurate legato playback. Use a single continuous slur to indicate legato.

Technical Support

If you are having problems with isolated notes or a particular score (while NotePerformer plays other notes or scores fine) you may have run into a Sibelius-related problem. For example with the playback dictionary in your score, or techniques/dynamics that are not placed or spelled properly or belong to the wrong voice.

Resolving such an issue with will normally require the assistance of a Sibelius expert. Below is a list of websites where you can get support for Sibelius, or discuss related topics with fellow Sibelius users.

Sibelius Support

Sibelius Chat Page

The Sibelius Forum (unofficial)

Sibelius-List User's Group

File a support ticket regarding your copy of NotePerformer

Please use the same email as used to register your product.

Click here