Resolve login, activation, and missing asset issues with the latest update.
In this article:
Known issue
Article updated: November 13, 2025
Resolution date/version: TBD
Stuck in a login loop after installing the latest 2.5 update
Several users have reported a new issue after installing the latest SoundID VoiceAI 2.5 update. The symptoms are as follows (see example screenshots attached below):
- Stuck in a login loop, unable to sign in. The "Successful activation or login" message might be showing, the plugin and/or the SoundID Download Manager app is still logged out.
- SoundID Download Manager app is seemingly logged in, but showing the "Common assets" entry only - presets not downloading after clicking on "Please download presets".
- Note: The "Please download presets" dialog is expected after installing the 2.5 update, as it introduces new presets and existing preset updates.
- SoundID VoiceaI plugin stuck with this error message: "The folder with the required resources is missing or corrupted...".
- SoundID Download Manager stuck during activation/login with this message: "Verifying your license. This may take a moment...".
Note: If you see the "Connection failed" or "Empty authentication token", it may be a separate issue - it is not yet confirmed to be a part of the same problem.
Solutions
Our team has already managed to reproduce the issue in-house and pin down the root cause: there is a fault in the SoundID Download Manager, causing the issue to take place if the plugin and/or the download manager app open during the 2.5 update installation. A full fix update is expected to be released soon.
In the meantime, there is an easy workaround for the problem simply by closing both modules and reactivating the software from the user account. In some cases, the software might have to be reinstalled too. Follow the steps outlined below.
Reactivate with both software modules fully quit
These simple steps will resolve the problem for most users:
- Quit the SoundID VoiceAI plugin (quit DAW).
- Quit the SoundID Download Manager app.
- Go to your user account and reactivate the plugin: click on Activate.
Reinstall and reactivate with both software modules fully quit
If the instructions above don't resolve the problem, a full clean reinstall will have to be performed first, followed by the same steps again:
-
Uninstall SoundID VoiceAI, and remove all leftover files and folders as shown here:
[MAC] How to uninstall SoundID VoiceAI
[WIN] How to uninstall SoundID VoiceAI- Note: Make sure to follow the uninstall and delete all components, and follow the uninstall instructions thoroughly.
- Restart your computer.
- Quit the SoundID VoiceAI plugin (quit DAW).
- Quit the SoundID Download Manager app.
- Go to your user account and reactivate the plugin: click on Activate.
Reverting to the previous release
As a third option, it is possible to revert back to the previous release:
-
Uninstall SoundID VoiceAI, and remove all leftover files and folders as shown here:
[MAC] How to uninstall SoundID VoiceAI
[WIN] How to uninstall SoundID VoiceAI
Note: Make sure to follow the uninstall and delete all components, and follow the uninstall instructions thoroughly. - Install this offline installer:
SoundID VoiceAI 2.1.7 macOS
SoundID VoiceAI 2.1.7 Windows - Reactivate the software
Contact Sonarworks Support
In case the instructions above don't solve the problem, please contact our Support Team by clicking on Submit a request below, and include a brief description with visuals attached (screenshots, video captures, etc.).
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