Troubleshooting
Troubleshooting addresses problems with getting your software running. If your software runs but you have questions about Files, Materials, and Rendering go to the FAQ page.
General Troubleshooting - All Computers
Problems with entering the authorization code
Q- The software says my authorization code is invalid.
A1- The authorization codes must match the software. You cannot use a 2.5 code on a 3.0 version, and you cannot use a Classic code on a PRO version.
A2- Don't copy and paste the authorization code from an e-mail into the authorization dialogue. Doing this can copy invisible text formatting. Type in the letters and numbers as you see them. Display the code in a font where you can tell the difference between numbers and letters that look the same. (Such as 0 and O.)
A3- Make sure you are using a real authorization code and not an Invoice number, a tracking number or a serial number. The authorization code will be called: Authorization Code.
Q- You can only enter 2 or3 characters into each of the text fields.
A- This is a bug with the auto-formatting controls on some systems. To work around the bug, open a text editor like NotePad and type the registration information onto a blank page. Then copy each line, one at a time, and paste the line into the the software's registration text boxes.
Q- The software says I need a permanent authorization code.
A1- Make sure you can Read & Write to the folder the software is located in.
A2- This means you have been running with a temporary authorization code and your time has run out. Contact Zaxwerks immediately to register and receive your permanent authorization code.
Problems with opening Illustrator files - "No Usable Vector Paths"
A1- The Illustrator file format has changed and you need the latest version of the software to be able to read the new format. Any version after the following versions: After Effects plug-in version 3.0.8. ProAnimator version 3.0.1.
A2- If you are trying to make 3D objects out of an Illustrator file containing text, remember to Create Outlines on the text before saving the file.
A3- If you are using Illustrator CS, CS2, or CS3, turn off compression when saving your files.
A4- If you are using Illustrator CS3 be sure there are no placed images in the file.
Problems with imported 3d objects
Objects won't open
DXF - The Invigorator only accepts the 3DFace type of DXF entity. Check your 3D modeler to see if it exports3D Faces. (most do)
C4D - The Invigorator reads and writes version 5 format which is exported by the GO! version of Cinema 4D.
Bad Shading on Imported objects
Change the Hard Shading Angle in the object's Stats dialogue. This will recalculate the shading and usually fixes any shading problems such as dark polygons, flickering polygons or missing polygons.
If two surfaces are in the exact same position the OpenGL renderer won't know which one to display. This can be fixed by moving one of the objects so the two surfaces are no longer in the exact same position.
I can't color or move individual parts of the model
The Invigorator Imports models the way they were created. If all of the model's parts were grouped together when it was created, then you won't be able to color them individually or move them individually until you ungroup them in the program that created the model.
I can't apply texture maps to the Imported models
At this time, the Invigorator supports UV-style mapping. Projection-style mapping like Spherical, Cylindrical and Planar is not yet supported. If a model has UV texture coordinates in the model file then a texture map can be applied to these models. At this time the file formats that contain UV coordinates are: Lightwave v7, and OBJ. Remember, the UV coordinates have to be created in the host modeler first, then saved into the model file.
Older projects and Invigorator Pro v4.0
Q- Problems when opening older projects in Pro 4.0. Messages about missing swatches.
A- Do the following steps.
- Do a fresh launch of After Effects
- Create a New Comp, Add a New Solid
- Add the Invigorator Pro 4.0 plug-in to the Solid
- Click the Create 3D text button, type your name and click OK.
- The Effect Controls Window will open, click the Red Ball button.
- Click OK to close the SetUp window.
- Now you can use the File menu to open up the old project.
Troubleshooting - Macintosh
Make sure you are running the newest version of the software.
Crashers
Q- After installing Final Cut Pro 5.1.2 I can't get my Flag or Stackwerks plug-ins to work inside of Motion, and FCP crashes when I launch it.
A- Final Cut Pro 5.1.2 installs a new library which changes the way plug-ins work. The Stackwerks or the 3D Flag for Motion plug-ins cause Final Cut to crash upon launch. You need the 1.1.0 (or higher) version of Stackwerks and 3D Flag for Motion to prevent the crashes from happening. The 1.1.0 version returns normal operation of these plug-ins to Motion but they don't run properly inside of FCP. Apple has a few things to change on their end before FCP will run these plug-ins successfully.
Q- I get a crash when adding an Invigorator to a project.
A1- Update to After Effects 5.5 or higher. Classic and Pro are no longer supported in AE 5.0 or lower.
A2- If you are running After Effects 6.5 you must use Classic 3.0.9 or PRO 4.0 or higher. The 3.0.8 and lower versions are not compatible with AE 6.5.
Q- I get a crash or freeze when using the Reload or Replace features.
A- This is a bug in the 3.0.0 version. Upgrade to a newer version and all will be well.
The user interface is missing, scrambled, or cut off
Q- The SetUp window is cut off so you can't see all of it.
A- Hold the Control key down then click the Red Ball to open the SetUp window. This will reset the dimensions of the user interface to the default size.
Q- The user interface is blank or the controls are flickering.
A- If the user interface is blank or the controls are flickering, and you are running After Effects 7 or higher, then you probably have an undocked panel. Go to your After Effects Workspace controls and use a workspace that has all panels docked. After working with the Zaxwerks plug-in you can switch back to an undocked workspace.
Troubleshooting - Windows
Make sure you are running the newest version of the software.
Crashers
Q- Crashes during startup or during rendering.
A- Get the latest version of your video card driver from the manufacturer's website. The drivers shipped with the operating system are often very old.
If you are using your OEMs latest drivers and the problems persist, go to the video card manufacturer's site and try the drivers offered there.
Here are links to some video card manufacturers:
nVidia - http://www.nvidia.com/
ATI - http://www.ati.com/
3D Labs - http://www.3dlabs.com/support/drivers/
Q- I get a crash when adding the plug-in to an After Effects project.
A1- You must run under Windows 2000 or XP. Windows NT & 98 are no longer supported.
A2- If you are running Vista update to a 4.3.1 or 1.3.1 version of the software.
The user interface is missing, scrambled, or cut off
Q- I made some objects but the Scene Preview window is blank.
A1- If this happens when making 3D Text the software is having trouble talking to your video card. Go to the Display Control Panel (Right-click on your desktop and choose Properties). Then click on the Advanced Tab. Then locate the Hardware Acceleration slider, and set it at half. Finally, close the control panel and re-launch the Zaxwerks software. You should now see your 3D objects.
NOTE: You probably won't notice the difference in display speed even with the acceleration slider set to half. If you do, you can move it higher, until you get to the point where the Scene Preview window goes blank again.
A2- If this happens when Opening an Illustrator file, try re-launching the software and making some 3D text following A1 above. If the Scene Preview is blank only when opening an Illustrator file, then that Illustrator file probably has too much garbage in it. Simplify the file and remove the garbage. See the section in the special topics section of the manual about prepping your Illustrator files.
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