If you have a technical support question that is not answered by the information below, please contact us at support@
genarts.com. Be sure to include your company name and info about what version of Sapphire plug-ins you are running. If you have a non-technical license question, please e-mail license@genarts.com.
Frequent issues:
My license doesn't work. A Sapphire plug-ins watermark appears.
- Check that the Serial Number of your Quantel system is the same as the one listed with the license you were provided.
- If an expiration date is included with your license, make sure you also enter that before saving the license.
- If you get a "license checksum error in key or date" when entering the license, this usually indicates a typo. Try entering the date and key again carefully. If you continue to get this, please contact us.
- If you have a license for Sapphire plug-ins version 2.0, make sure you are running version 2.0. While using any Sapphire plugin press the "GenArts, Inc. Sapphire" button to verify which version you have.
- Check the diagnostic terminal of the Masher to see if any useful error messages or information is printed out there.
- Make sure the date on your Masher is correct.
- If your license still doesn't work, please contact us.
I get an "Unlicensed Ore" watermark.
A white "Unlicensed ORE" text on your image indicates you need to install your 5D Box1 license.
