Using This Guide:
This listing of FAQ's lists all of the most common questions we are asked about our filters; and lists any known software issues or incompatiblities. Review the FAQ's for Both Platforms first,  if you don't see your problem or question addressed, then click on the Mac or Windows link to view platform specific questions and issues.

BOTH PLATFORMS (MAC & PC)

I have downloaded several of the Andromeda filters. I assumed that the demos would at least render an effect on my Photoshop image. I’ve tried to render but the OK button is disabled. What’s wrong?

Rather than provide fully functional demos with a usage time limit, Andromeda provides unlimited use demo products that are fully functional EXCEPT for rendering. The user can experiment with all features of the filter for an indefinite amount of time before making a decision to purchase the product. Though rendering of effects is not allowed in demos, the user can still evaluate image effects in large preview windows.

Product Downloads

I have purchased a downloadable filter online from your website, and have a problem with my order or can't find the file that was downloaded
If you ordered online,  you can go to http://www.digitalriver.com/cs/   or call customer service 1-800-656-5426 here you can get help re-downloading or locating your product, reg. number and manual, check shipping status on physical orders, print  your invoice or e-mail confirmation, or get answers to general questions about your purchase.  

Registration Numbers

I just bought an Andromeda filter. I get an invalid registration number message, even though I’ve keyed in the registration number exactly like it appears on my card. What’s wrong?

1.   You probably received a Mac product…and you have a PC…or vice versa. The second digit of your registration number is either a P (for PC) or an   M (for Mac). Pc registration numbers will not work on Mac systems….and vice versa. In either case, contact the seller who you purchased from and request an exchange.

2.  You must use the registration number on your CD or registration card that contains 10 digits followed by a dash and 4 subsequent digits. The first digit is always numeric, and you will always use the number "0," never the letter "O."

I bought your filter but received NO Registration Card on my receipt or with my product download.  How can I register my product
When you purchase an Andromeda product online, your product is automatically registered within 45 days.  You can however go online and click "Register Online" or call us at 1-800-547-0055 to be registered immediatley. Your registration in our Customer Database entitles you to qualify for future "upgrade pricing" and also to receive information about new products. 

I've lost my registration number...what do I do?
If you registered your product or downloaded it from our website, we have the record.  Call our Sales Office at 1-800-547-0055.  

Installation

I tried to install my Andromeda filter but I get the message…"Please unlock your release diskette and try again". Do I have a defective product?
NO! Occasionally a floppy diskette will be packaged that has been locked. Simply turn the floppy disk over and move the small plastic block in the upper left-hand corner to the bottom of its track…so that the square hole becomes covered by the plastic tab. (You can use either the end of a paper clip or a ball point pen to move the slider). This will "unlock" the diskette.

  I just installed a Filter into Photoshop (or other host application) and it doesn't show up in the Filters pull-down menu.
There are many reasons why a plug-in may not show up in the Filter pull-down menu.  Below is a list of the top 8 causes:

1.   The Filter or Plug-in installed directly onto the main drive and not in the Plug-ins/ or Plugins directory.

2. Plug-in was installed into another version of the host application Plug-ins Folder than the User expected.  (PS 6.0/Plug-ins), which was left behind after an uninstall,  and not in the correct current Plug-ins Folder (PS 7.0/Plug-ins).

3.  The usual install path for PS can be different with new versions.  Notice the spelling of the "plug-ins" folder appropriate for each version. Check your Host application Manual for Third party filter installation or plug-in Installation, usually:

PS 4.0     ... Adobe\Photoshop\Plugins
PS 5.0      ... Adobe\Photoshop\Plug-Ins
PS 5.5       ...Adobe\Photoshop\Plug-Ins\Adobe Photoshop Only
PS 6         ...Adobe\Photoshop\Plug-Ins\Plug-Ins
PS 7         ...Adobe\Photoshop\Plug-Ins\Plug-Ins
PS CS      ...Adobe\Photoshop\Plug-Ins\Plug-Ins
Corel Photopaint8        ...Corel\Photopaint8\PLUGINS

Consult your host application User's Manuals for their respective plug-in location requirements.

4. The host program preferences are not pointing to the location where the filter is installed:  Refer to your host's User Manual to determine how to check your host's preferences.

Examples:
In Adobe Photoshop's Menu Bar:  File --> Preferences --> Plug-ins and Scratch disks.   Create a path to the folder where your plug-ins are installed to the  default described in #3 above.

In Corel Photopaint's Menu Bar: Tools --> Options --> Workspace --> Plugins.   Create a path to the folder where your plug-ins are installed to the  default described in #3 above.

5. The Filter created it's own Plugins Folder during installation, so now you have both Plugins and Plug-ins.  Solution, choose the plug-ins folder that is correct for the host application version you are using.  Refer to #3 above and copy or re-install the third party plug-in to that correct folder.  Delete the other "plug-ins" folder.  

6. The message during installation that Photoshop has been found on your system would you like to install here can be misleading, it may find an older version or one higher in the directory hierarchy than the current version or the version you want to use and installs the filter there.   Solution. Re-install and say No to the message to install into the Photoshop that was found by the installer.  This will bring up a navigation window, and you can direct the Filter to the correct plug-in folder for the version you are using.

7.  Image Mode is not supported by Filters. None of our filters will work with 16-bit or above images. Filter will be grayed out in the Menu Bar.

8.  The shortcut or Apple Menu Bar item you are using to access the host application (Photoshop, Photopaint, etc.) is not accessing the same copy of the host program where the filter is installed.

I'm unable to install my Andromeda product.  Although I have more than sufficient disk space, I get an insufficient disk space error message with a large negative number in the message.  
You need an upgrade.  Contact Andromeda Sales at 1 -805-379-4109 or orders@andromeda.com.  

General Questions

My  product seems to work fine.....but I'm getting very strange graphic output on my computer monitor.   
Go to the website of your graphics card manufacturer and compare your graphic card drivers with the latest available.  If yours are outdated, download the latest versions and install them into your system. Also, to be sure that your output is accurate, always click to 1:1 mode while looking in the preview window. Consult your filter's manual to find out how this is done.

I've lost my registration number...what do I do?
If you registered your product or downloaded it from our website, we have the record.  Call our Sales Office at 1-800-547-0055.

My hard drive crashed...and I've lost my digitally downloaded product that I purchased at the Andromeda Website.   Go to http://www.andromeda.com/  and click on the BUY NOW button....that takes you to Digital River and at the bottom of the page click on the link to Customer Service.  They'll ask a few questions about what happened during your download and then an email window will open.  Reply that you have lost your registration number and give them your date of purchase (approx.) and order number if you have it.  They should respond ASAP.
NOTE: back-up and replacement CD's are available to registered customers from our office at 1-800-547-0055 for $10.00 + S&H.

I don’t see Lens Doc lens settings at your website for my new camera lens.  Will you be adding new settings?     As time permits, we will be adding new settings for additional camera types and models.  In the mean time, there is a section in the Lens Doc manual that describes how to create your own settings.

I'm looking for a particular filter effect....how do I find out if Andromeda Software has a plug-in that satisfies my requirement?     Go to http://www.andromeda.com/ where you will find a brief description of each of our products.

I can't get PhotoTiler to work with Pagemaker 7...what should I do?     PhotoTiler has been upgraded with new features and to meet the new PM7 version requirements.  Click to get updated info on  PhotoTiler version 1.2d or call our Sales Office at 1-800-547-0055 and request a CD upgrade for PhotoTiler.

I had a problem with one of my filters and I sent you an email asking why the filter didn't work.  I got an email back with a lot of questions...why couldn't you just tell me the solution?   Due to the wide variety of computer brands, operating systems, 3^rd party components, etc., it is difficult to supply solutions to problems without having detailed information about the user’s specific computing environment.  By sending us a detailed description of your system first, the probability of receiving a solution on the first response from Technical Support is much greater.

If you didn't see your question above click to see additional platform specific problems
MAC  WINDOWS

For compatibility questions, click on "Compatibility" follow this link or click on the bar across the top of the page. 
If you are are still having a problem, please contact Tech Support via e-mail below. 
Be sure to include the information about your platform, operating system, host software and version numbers.
EMAIL: techsup@andromeda.com