Please make sure you are using our latest version (Synthmaster 2.9.10). It could also be a license key issue. Can you close Ableton live, delete Documents / Synthmaster / SynthmasterLicensekey and Documents / Synthmaster / Config / SynthmasterConfig and restart Ableton Live?
If that doesn't work, please open a ticket at costumer support and I can deal with you further.
All the best