Support for particleIllusion for After Effects

Version 1

If you have a technical support question that is not answered by the information below, please contact us through our support form.  You can also try here for additional FAQ.

 

IMPORTANT:  We have replaced the old licensing for particeIllusion for After Effects with our standard GenArts licensing which should require much less frequent reactivations, and also makes it easier for you to move or reinstall a license in the future.

Note that particleIllusion for After Effects v1.04 and later require the GenArts licensing to install the license.

To obtain the license replacement, you can submit your license replacement request using the support form <http://www.genarts.com/support/form>. When submitting a request, make sure to include your old serial number. We will provide additional instructions on how to install and where to get the latest installer when providing you with the replacement license.

 

 

Frequently Asked Questions

Installation and Uninstallation

Licensing

Watermarks and Trials

Tutorials

System Requirements and Diagnostic

 

 

 

 

How do I uninstall particleIllusion for After Effects from my current machine?

To uninstall:

  • On Windows, go to: Start -> All Programs -> wondertouch -> particleIllusion for After Effects. Select "Uninstall particleIllusion for After Effects". Follow the instructions and elect to register your uninstall over the web.
  • On Mac, go to: /Applications/wondertouch/particleIllusion for After Effects and click on "Uninstall particleIllusionAE."

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.

 

How am I notified of complimentary software updates?

There is currently no automated "check for updates" in particleIllusion for After Effects. You can check http://www.genarts.com/support/downloads/particleillusion/after-effects to see if you have the latest version.

Notifications are also made available through standard GenArts communications, (e.g. newsletters or other email communication).

 

How do I access my complimentary software 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/particleillusion/after-effects.

 

Where is the particleIllusion for After Effects installer located?

You can find the installer here: http://www.genarts.com/support/downloads/particleillusion/after-effects.

 

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

This message indicates that you have installed your license on the maximum number of machines permitted. To free up your license, uninstall it from one of the listed machines and select the option to register the uninstall over the web.

 

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

Yes, you can install and run particleIllusion 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 activate my license?

If the software is already on your machine:

  • On Windows, go to: Start -> All Programs -> wondertouch -> particleIllusion for After Effects -> Install Serial Number.
  • On Mac, go to: /Applications/wondertouch/particleIllusion for After Effects/Install Serial Number.

Follow the instructions and select the option to authorize over the web. Click here if your machine is not connected to the Internet. If the software is not on your machine, go to: http://www.genarts.com/support/downloads/particleillusion/after-effects. Click on the link to download the installer. Follow the instructions and choose the option to authorize over the Internet.

 

How do I activate my license if my machine is not connected to the internet?

To activate your license if your machine is not connected to the internet:

  • On Windows, go to: Start -> All Programs -> wondertouch -> particleIllusion for After Effects -> Install Serial Number.
  • On Mac, go to: /Applications/wondertouch/particleIllusion for After Effects/Install Serial Number.

Follow the instructions and select “Authorize manually ...". Then, follow the instructions to register the install via another machine.

 

How do I transfer my license to a different machine?

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

 

Which machines are my licenses currently installed on?

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

 

How do I remove the watermark?

Go to the "Help" dialog while using any plugin to determine if your temporary license has expired. If so, then you need to purchase particleIllusion for AE from GenArts and enter a valid license following the activation process. Once you receive the valid license and activate it, the results should return to normal.

If you have a license that 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 copying, then 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, then re-install the software and re-enter your license key.

 

How long does the trial last and does it watermark?

Your particleIllusion for After Effects trial lasts for two weeks. The trial will act as a full version and will not watermark until the trial period is over.

 

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

The trial is for two weeks. After this time you may purchase a license at: http://www.genarts.com/buy.

 

How do I access training materials?

A limited number of video tutorials are available within our FX Central community site. To view our existing tutorial collection, please visit: http://www.genarts.com/fx-central.

This tutorial collection will be growing over time.

 

How do I access the documentation?

Documentation for particleIllusion for After Effects is installed on your machine with the software and is available in PDF format.

  • On Windows, go to: Start -> All Programs -> wondertouch -> particleIllusion for After Effects -> particleIllusion for AE documentation (PDF).
  • On Mac, go to: /Applications/wondertouch/particleIllusion for After Effects/particleIllusion for AE documentation (PDF).

Select particleIllusion for AE Help.

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

 

How do I e-mail my diagnostic log file?

The diagnostics log file can be found here:

  • On Windows, the file is in: C:\Program Data\wondertouch\pIAE\config\particleIllusion_log.text
  • On Mac, the file is in: /Library/Applications/GenArts/particleIllusion-ae/particleIllusion_log.text

Please email the file (particleIllusion_log.text) as an attachment.​

 

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, open a terminal window: go to Start > All Programs > Run (prior to Windows 7) > Cmd
    • Type ipconfig /all (note space before /all)
    • Find the line that reads 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?

The following are supported:

  • Adobe After Effects CS4 / CS5 / CS5.5 / CS6 / CC running on Windows XP, Vista, or 7, and Mac OS X 10.6.8, 10.7, 10.8, and 10.9.