Support for Monsters GT After Effects

• I received a message that "the number of installations permitted with this serial number has been reached." How do I activate my serial number?

• Can I use the same serial number on multiple machines?

• How do I transfer my serial number to a different machine?

• How do I uninstall Monsters GT from my current machine?

• Which machines are my serial numbers currently installed on?

• How do I lookup my serial number?

• How do I activate my serial number?

• How do I activate my serial number if my machine is not connected to the Internet?

• How do I e-mail my diagnostic log file?

• How do I find my machine ID?

• What host product and operating system versions are supported?

• Which CUDA capable video cards are supported by my plug-ins' GPU acceleration?

• How do I know which boxes/effects I own?

• How do I remove the "GenArts" watermark?

• Why do my background renders show a "GenArts" watermark?

• How do I remove the "GenArts" watermark when using a floating license?

• Can I upgrade my box license/licenses to a full version of the software?

• How do I return to my previous version of the plug-ins after my v7 trial?

• My trial expired -- How do I get additional time?

• How do I get notified of free updates?

• How do I access my free updates?

• How do I access training materials?

• How do I access the documentation?

• Will projects saved with Monsters GT v6 continue to work with Monsters GT v7?

• Can different versions of Monsters GT be installed at the same time?

• When using RainDrops, why does my system hang (e.g., display the "too slow" error message)?

 

I received a message that "the number of installations permitted with this serial number has been reached".  How do I activate my serial number?

This message indicates that you have installed your serial number on the maximum number of machines permitted.  To free up your serial number, uninstall it from one of the machines where it is currently installed, and select the option to register the uninstall over the web.  Then, follow the instructions to activate the serial number.

 

Can I use the same serial number on multiple machines?

Yes. You can install and run your plug-ins on two machines for each license you purchase.  However, it can only run on one machine at a time (per purchase).  For instance, if you purchase three licenses, you can install them on six machines, but only use three of them at a time.

 

How do I transfer my serial number to a different machine?

First, you need to uninstall the plug-in software to remove the license from your current machine. Then, install the software on your new machine and follow the instructions to activate the license.

 

How do I uninstall Monsters GT from my current machine?

• On Windows: Go to Start->All Programs->GenArts Monsters GT->uninstall
• On Mac: Go to /Applications/GenArtsMonsters-ae/Uninstall MonstersGT

If your machine is connected to the web, then:

• Select "Uninstall Monsters GT"
• Follow the instructions and elect to register your uninstall over the web.

If your machine is not connected to the web, then:

• Select "Display an uninstall code to register on another computer's web browser."
• Follow the instructions to register the uninstall via another machine.

 

Which machines are my serial numbers currently installed on?

Go to www.genarts.com/sn-lookup.html  Then, paste your serial number and click "submit request".

 

How do I lookup my serial number?

You serial number is not stored on the software, but it is included in your purchase confirmation email.  If you cannot find a copy of your confirmation, please click here to submit a request to our Support team.

 

How do I activate my serial number?

You can download our step-by-step instructions for Windows or Mac or follow the instructions below.

If the software is already on your machine:

• On Windows: Go to Start -> All Programs -> GenArts MonstersGT -> Install Serial Number.  Follow the instructions and choose the option to authorize over the web. Click here if your machine is not connected to the Internet. 
• On Mac: Go to the /Applications/GenArtsMonsters-ae folder and double click on "Install Serial Number".  Follow the instructions and choose the option to authorize over the web.  Click here if your machine is not connected to the Internet. 

To install the software if it is not on your machine, go to: http://www.genarts.com/support/downloads/monsters-gt  Click on the link to download the installer.  Follow the instructions to install the software.  When prompted, choose the option to enter your serial number.  Then choose the option to authorize over the Internet.

 

How do I activate my serial number if my machine is not connected to the Internet?

• On Windows: Go to Start -> All Programs -> GenArts MonstersGT -> Install Serial Number.  Follow the instructions and select “Authorize manually ...". Then, follow the instructions to register the install via another machine.
• On Mac: Go to the  /Applications/GenArtsMonsters-ae folder and double click on "Install Serial Number".  Follow the instructions and select “Authorize manually ...". Then, follow the instructions to register the install via another machine.

How do I e-mail my diagnostic log file?

Please email the file s_log.text as an attachment. It can be found by going to:

• On Windows: Go to:  C:\Program Files(x86)\GenArts\Monsters\monsters_log.text
• On Mac: Go to: /Macintosh HD/Library/Application support/GenArts/monsters-ae/monsters_log.text.

 

How do I find my machine ID?

Your machine ID is your Ethernet ID/MAC address: 6 pairs of numbers and letters A-F. You may see the pairs un-separated (d312a930bc7f), separated by colons (d3:12:a9:30:bc:7f) or separated by dashes (d3-12-a9-30-bc-7f).  

• On Windows: Go to the Start menu, then in the search box type "cmd" and hit Enter.  In the cmd window, type "ipconfig /all".  The machine ID is listed under "Physical Address".
• On Mac: Go to:  System Preferences -> Network -> Advanced -> Ethernet.  The machine ID is listed under "Ethernet".

 

What host product and operating system versions are supported?

Click here for a list of compatible operating system versions.

 

Which CUDA capable video cards are supported by my plug-ins' GPU acceleration?       

NVidia GeForce 400 or 500 series for desktop and recent Quadro 5800 or new 4000/5000/6000 Fermi series graphics cards are required for maximum performance. Click here for a full list of supported video cards.  Your system must also have a sufficient CUDA driver version; drivers can be updated by going to http://www.nvidia.com/Download/index.aspx  

 

How do I know which boxes/effects I own?

A GenArts watermark appears on your clip when you apply an effect or open a project that has an effect that you do not own, after the trial period has expired.  To confirm which boxes you own, click on the "Help" button at the bottom of the plug-in parameters.

 

How do I remove the "GenArts" watermark?

This normally happens when your free trial or license has expired.  Go to the "Help" dialog while using any plug-in to determine if your trial or temporary license has expired. If it has expired, you need to acquire and enter a valid license. Once you receive the valid license and activate it, the results should return to normal.   

If your license has not expired, review the following:  

1. Ensure you have run the GenArts installer on your machine, rather than cloning, ghosting, or copying files from another workstation. If you installed the software by cloning, ghosting or copying, download and re-run the installer.  
2. Ensure the date on your computer is correct. 
3. If the Ethernet address of your computer has changed since you ran the installer, re-install the software and re-enter your serial number. 
4. If your license is only for a single box, make sure the plug-ins you are using are included in that box (see above).
5. Check to see if the Ethernet connection is disabled (if you are using Windows).  If it is disabled, you can enable it by going to:

• Start -> Control Panel -> Network Connections, and right click on Local Area Connection.
• If you want to work without a network connection for security reasons, you can unplug the network cable but still leave the network adapter enabled

 

Why do my background renders show a "GenArts" watermark?

Make sure the plug-ins are working properly without a watermark on the machine you are initiating the network renders from.

 

How do I remove the "GenArts" watermark when using a floating license?

At any point, you can go to http://www.reprisesoftware.com/support/end-users.php for troubleshooting guides and manuals, or go to  http://www.reprisesoftware.com/RLM_Troubleshooting_Tips.pdf for a troubleshooting checklist.

Note that Monsters GT v7 only works with RLM server v9 and later.  If you are running an earlier version, please upgrade by clicking here

Check that the date on your computer is correct for both server and client.

Make sure the port numbers used in your server and client license files are the same. The port number is shown after the hostname and Ethernet ID in the HOST line of the license. You can change the port numbers without invalidating the license, but you will need to restart the license server after they are modified. Also make sure this port number doesn't conflict with other applications that might use the same port.

Check the status of your licenses using the RLM server's web interface. From the server machine go to http://localhost:5054 or from another machine use http://servername:5054, replacing server name as appropriate. See if any useful information is shown there. To reread the license file: on the left side of the main page select Reread/Restart Servers, and then on that page click on Reread Licenses.

Make sure the host name and Ethernet ID in your license correctly matches that of your license server machine. (The Ethernet ID is just after the hostname in the HOST line of the license.)  Run the following command on your license server machine to find the Ethernet ID that RLM is expecting:

• On Windows: "c:\Program Files(x86)\GenArts\rlm\rlmutil.exe" rlmhostid ether
• On Mac: "/Library/Application Support/GenArts/rlm/rlmutil" rlmhostid ether

If they differ, either correct the name in the license files, or use the license server IP address instead.  (If you instead need to change the host ID, then click here to submit a request to our Support team.)

Make sure you can "ping" the server from the client using the hostname or IP address specified in the license file. (This ensures that the client can get the server's IP address from its hostname, and that there is a working connection between them.) If this doesn't work, try replacing the hostname with the IP address of the license server in the license files.

 

Can I upgrade my box license/licenses to a full version of the software?

No, we do not currently offer discounts for single box owners who want to purchase a full license.  Please sales [at] genarts [dot] com (contact Sales) with any questions.

 

How do I return to my previous version of the plug-ins after my v7 trial?

First, uninstall the plug-in from your machine.  Then, install the plug-in using the older installer and re-enter your serial number.

 

My trial expired -- How do I get additional time?

The trial is for 3 weeks.  After this time you may purchase a license at: https://www.genarts.com/buy?product=37&platform=All

 

How do I get notified of free updates?

The software automatically checks for updated versions.  If you would like to check manually:

•  On Windows:  Go to, All Programs -> GenArts MonstersGT -> Check for Updates
•  On Mac:  Go to /Applications/GenArtsMonsters-ae/Check for Updates

Notifications are also made available through standard GenArts communications; i.e., newsletters or other email communication.

 

How do I access my free updates?

Updates to your software are published on our website as the latest version of the installer and can be found by going to http://www.genarts.com/support/downloads

 

How do I access training materials?

Tutorials and other training material are available within our FX Central community site.  To view our existing tutorial collection, please visit: http://www.genarts.com/fx-central

 

How do I access the documentation?

Documentation for your plug-ins is installed on your machine with the software and is available in HTML and PDF formats.

• On Windows: Go to:  Start -> All Programs -> GenArts MonstersGT.  Select Online Help 
• On Mac: Go to:  /Applications/GenArtsMonsters-ae.  Select Online Help.pdf 

A "Help" button is also available at the bottom of the plug-in parameters, which provides information about the plug-in, your license status, and links that bring up online documentation in your HTML browser.

 

Will projects saved with Monsters GT v6 continue to work with Monsters GT v7?

Yes, you can load projects saved on v6 and they should automatically convert to use v7.

 

Can different versions of Monsters GT be installed at the same time?

Installing Monsters GT v7 will overwrite your Monsters GT v6 software. 

 

When using RainDrops, why does my system hang (e.g., display the "too slow" error message)?

This plugin can be slow to create a frame if the chosen frame is not near the start of the sequence (about the first 80 frames depending on resolution and other setting such as "Inter Frame").

To work with the effect efficiently please do the following:

1. Set up the effect working within the early frames.
2. Go to the start of the clip, and click on Clear Cache
3. Process the clip.