Using This Guide:
This listing of FAQ's has all of the most common questions we are asked about our plug–ins.
If you cannot resolve your problem using the information provided below, fill out our Tech Support form and we will email you back.
Top FAQ's
- Are your plug-ins compatible with Photoshop CS 4/5? or How do I install my CS3 versions into CS4/5?
- I get a message that my "Serial number was rejected by our server"
- When I installed my Andromeda Plug–ins, they don't show up in my Photoshop Filter Menu.
- I have an older version of one of your plug-ins. How can I get the most recent version?
- When I open my 16–bit image, your plug–ins are grayed out and I cannot use them.
- I ordered an upgrade from your website but have only received a confirmation email. When will I get my upgrade?
Adobe Photoshop CS4 Questions/ Compatibility
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Are your plug-ins compatible with Photoshop CS 4/5?
All of our Photoshop CS3 version products will work in CS4 and CS5 - that includes the Artistic Screening Tools Collection (Cutline, Screens, and Etchtone), LensDoc, Shadow, Scatterlight and Perspective.
We will be releasing official CS5 versions of these products this year. In the meantime, you can use your CS3 versions in CS4/5 by manually installing the plug-ins there (see “How do I install my CS3 versions into CS4” below).
If you are running Windows XP, all of our plug-ins will work in CS3, CS4, and CS5. (see “How do I install my CS3 versions into CS4/5” below)
We will be releasing official CS5 versions of these products this year. In the meantime, you can use your CS3 versions in CS4/5 by manually installing the plug-ins there (see “How do I install my CS3 versions into CS4” below).
If you are running Windows XP, all of our plug-ins will work in CS3, CS4, and CS5. (see “How do I install my CS3 versions into CS4/5” below)
How do I install my CS3 versions into CS4/5?
The installers will not automatically recognize CS4 or CS5, though it can be done manually. Run the product installer for your CS3 version. When a dialog box appears that says “Photoshop has been found on your computer, would you like to install there?” click “No” and a directory should appear. In that directory, find the plug-ins folder for CS4(or CS5)(on a PC- C:\ Program Files\Adobe\PhotoShop CS4\ Plug-ins, on a Mac HD: Applications: Photoshop CS5: Plug-ins). Launch CS4/5 and you should see your plug-ins in the Filters menu.
To use our CS3 versions in CS5 on Mac, follow the instructions above but before launching PhotoShop, go to Applications:Adobe Photoshop CS5:Adobe Photoshop CS5 and CTRL+Click on the application icon and select “Get info”. Then check the box that says “32 bit mode”. You will then see your Andromeda plug-ins in the PhotoShop Filters menu.
To use our CS3 versions in CS5 on Mac, follow the instructions above but before launching PhotoShop, go to Applications:Adobe Photoshop CS5:Adobe Photoshop CS5 and CTRL+Click on the application icon and select “Get info”. Then check the box that says “32 bit mode”. You will then see your Andromeda plug-ins in the PhotoShop Filters menu.
Demo Downloads
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I installed an Andromeda demo and after using it I've tried to render but the OK button is disabled.
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 plug–in 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.
If you wish to remove the demo, simply locate the demo file in the Photoshop plug-ins folder and delete that file.
If you wish to remove the demo, simply locate the demo file in the Photoshop plug-ins folder and delete that file.
I can't get my demo to extract correctly.
Get the latest version of WinZip at www.winzip.com or Stuffit Expander at
www.aladdinsys.com.
Online Purchase and Product Downloads
I tried to place an order through your online store, but I received an error message.
You are probably using Safari or Netscape. Our online store has trouble displaying on both those browsers. Try ordering again with Firefox or Internet Explorer and you should not have any problems.
If you are using Firefox or Internet Explorer, then make sure the information entered on the order form matches the information connected to the credit card. Any discrepancy will cause the system to reject your order.
If you continue to have problems then please e-mail orders@andromeda.com.
I purchased a product at your website and after download the file won't open.
Get the latest version of WinZip at www.winzip.com or Stuffit Expander at
www.aladdinsys.com.
I have purchased a downloadable plug–in online from your website, and have a problem with my order or the file that was downloaded.
If you have purchased through our website, your transaction and download were handled by Digital River, our web store host. All customer service is handled by the Andromeda Customer Support team, who works with Digital River help you with re–downloading or locating your product, locating registration numbers and manuals, shipping status on physical orders, printing your invoice or email confirmation, or getting answers to general questions about your purchase. For all web store questions or issues, please contact the Andromeda Customer Support team at 805-379-4109 or orders@andromeda.com.
Registration Numbers
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I downloaded a software update/reinstalled Photoshop/got a new computer and when I try to activate my Andromeda product it says ‘Serial number was rejected by our server."
Each Andromeda product license is valid for use on one computer. When any major change is made to your system (or when the software is moved to a new computer), you may receive a message saying your “Serial number is not valid for this product” or your “Serial number was rejected by our server”. Send an e-mail to techsup@andromeda.com with your name and serial number requesting your activations to be reset. Once it is received here, we will reset your product activations and you will be able to activate your product.
I lost my serial number for my Andromeda product. How can I recover it?
Just send an e-mail to techsup@andromeda.com with your name, product name, and order number (if available), and we will search our database to recover it for you.
If you registered your product, we have a record of your registration number. If you have not registered, then we need a proof of purchase so that we can re–issue you a new number. If your serial number starts with an A or U than your product was automatically registered when you activated it.
I've lost my registration number. What do I do?
If you registered your product, we have a record of your registration number. If you have not registered, then we need a proof of
purchase so that we can re–issue you a new number. If you purchased the products directly from our online store we should have a record of your purchase.
I have entered my name and registration number, but the plug–in still won't open, and each time I reopen it, I am asked to enter the information again.
Enter your information one more time and rather than using the ENTER or RETURN key on the keyboard, use the mouse to click on the OK button. Your plug–in should initialize and open for use. Also, make sure there is not an extra space after the serial number.
Installation
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When I installed my Andromeda Plug–ins, they don't show up in my Photoshop Filter Menu.
- Re–install the plug–ins and during installation when the message "Found Photoshop on your system, install there?" appears, click on the NO button. A navigation window will appear that will allow you to manually create the path to the correct Plug–ins folder. Refer to number 6.
- The plug–in was installed into a different folder other than the correct Plug–ins folder.
- The plug–in was installed into another version of the host application and so is not in the correct Plug–ins folder.
- The host program preferences are not pointing to the location where the plug–in is installed. Refer to your host's User Manual to determine how to check your host's preferences.
- The plug–in 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 number 6.
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The usual install path for Photoshop 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 plug–in installation.
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
PS 7 ...Adobe\Photoshop\Plug–ins
PS CS ...Adobe\Photoshop\Plug–ins
PS CS 2/3/4 ...Adobe\Photoshop\Plug–ins
Corel Photopaint 8 ...Corel\Photopaint8\PLUGINS
I own an older version of your plug–ins that is on a floppy disk and I don't have a floppy disk drive.
You will need to upgrade your product to a CD version.
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. You can order an upgrade at andromeda.com/upgrade.php. If you need additional assistance please email orders@andromeda.com
Upgrades
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Are upgrades downloadable?
Upgrades for Cutline, Screens, and Etchtone are downloadable but require 24 hours to process manually. Upgrades for LensDoc, Perspective, Shadow, and Scatterlight are downloadable and can be downloaded immediately upon purchase.
I ordered an upgrade from your website but have only received a confirmation e-mail. When will I get my upgrade?
Depending on which product you ordered, you will either receive a download link or a hard-copy CD in the mail. Cutline, Etchtone, and Screens upgrades are digital only and will be delivered electronically within 24 hours of your order being placed (if placed on a weekday). The reason for this is that for these products your serial number must be manually verified to make sure it is valid and registered to you. LensDoc upgrades are fully automated and can be purchased and downloaded from our online store immediately. All other product upgrades are only available on CD’s and must be sent through the mail.
General Questions
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I have an older version of one of your plug-ins. How can I get the most recent version?
Andromeda offers upgrades to all existing customers. Visit www.andromeda.com/upgrade.php and fill out the upgrade form with your serial number included (LensDoc can be upgraded from a separate link on that top of the upgrade page). Depending on the product you will either receive a download link or a CD in the mail.
When I open my 16–bit image, your plug–ins are greyed out and I cannot use them.
The most recent versions of LensDoc, Shadow, Scatterlight, and Perspective will all accept 16 bit images. If you are using an earlier version of any of these, you can upgrade to the latest version at andromeda.com/upgrade.php. The remainder of our catalog does not support 16 bit images.
My hard drive crashed and I've lost Andromeda product. I do not have another copy anywhere; how can I get another copy?
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 plug–ins manual to find out how this is done.
My hard drive crashed and I've lost Andromeda product. I do not have another copy anywhere; how can I get another copy?
If you downloaded your product from our website, you can redownload your plug-in at findmyorder.com. Simply log-in using your order number and the password you created. If you need additional assistance, please contact orders@andromeda.com.