Frequently Asked Questions

👷 After Effects 2021 :: install error (-403) 👷

🛠️ :: For the time being, the best method to install our tools is using a .ZXP file and .ZXP installer application

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1. Download the latest tool .ZXPs @ https://www.mtmograph.com/pages/downloads
2. Download and install a free .ZXP Installer @ https://install.anastasiy.com/
3. Drop the .ZXP onto Anastasiy and restart After Effects

For more install solutions, please e-mail direct :: koen@mtmograph.com

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The last update issued by Adobe to After Effects and ExManCmd (Adobe's install tool) broke the Install packages for our tools. Luckily, we have now collected Logs submitted from users reporting this issue (thank you) and sent them to Adobe.

Per Adobe — ExManCmd 7.11 requires Creative Cloud Desktop app to be installed with a logged in user. This requirement is getting rolled back in the next release (it was, on March 10th, in 7.11.1). There was a problem between the 7.10 and 7.11 migration; not everyone's databases updated seamlessly, and many users had to reinstall all their plugins from the Creative Cloud Desktop App. Sometimes, the destructive method of removing UPI.db and UPISys.db is needed.

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i.e. this is a minor mess up on Adobe’s end, we’re currently updating our install packages to support ExManCmd 7.11.1.

Thanks for your patience ✌️

🗂️ Manual Installation :: fix any install/update error (including 2021)

🛠️ :: Some workstations with limited admin privileges may not be able to use the included Installer package (.pkg / .exe). But using the below, manual installation method has been proven to be a workaround. 

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MacOS install method:

1. Rename your .ZXP extension file to use .ZIP instead. (you may get a warning, click OK)
2. Unzip the file, you will get a folder. 
3. Rename the folder to com.mtmograph.XXXXXX (xxxx = motion, boombox or wander)
4. Copy that folder to ~/Library/Application Support/Adobe/CEP/extensions 
(if a folder already exists for the tool already delete or replace the folder to overwrite the previous installation)
5. Restart After Effects.Your extension can be found under Window > Extensions

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Windows install method:

1. Rename your .ZXP extension file to use .ZIP instead. (you may get a warning, click OK)
2. Unzip the file, you will get a folder.
3. Rename the folder to com.mtmograph.XXXXXX (xxxx = motion, boombox or wander)
4. Copy that folder into 
C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\ 
(if a folder already exists for the tool already delete or replace the folder to overwrite the previous installation)
5. Restart After Effects. Your extension can be found under Window > Extensions

Where can I re-download my license key, latest installers and receipt?

Your purchase comes with a User Account on mtmograph.com where you can access all your downloads. 

Your account is automatically created at checkout. You can access your account and create a password by clicking the link from the order details email. This link is sent to the email address used for checkout.

You can also go to our Downloads page where you can find the latest installers for all our tools.

How can I fix a weird crash, or freeze while a tool was updating, or installing?

We do our best to provide stable tools, but errors may occur on occasion. Typically, this happens during a major Adobe update (i.e. CC 2019 > CC 2020) which can break the Auto-Update system, where a patch can’t be delivered.

In most cases, a quick re-installation using the latest Installers will resolve most extension issues. You can grab the latest Installers any time by visiting your Account > Downloads page.

How many installations am I allowed with my license key?

All purchases of our tools come with a single-user commercial license. Meaning each license is valid for one installation per seat.
 
You can use a License Transfer and Logout option, to migrate workstations keys.

# quantity purchased = # of installs/seats

My payment isn’t going through?

We use the eCommerce provider Shopify, and use their recommended payment providers. Our store accepts the following payment methods: 

- Visa
- Mastercard
- Amex
- Discover
- JCB
- Diners Club
- Elo
- Shop Pay
- Apple Pay
- Google Pay
- Paypal

For more details about buying and paying methods please contact our customer support.

Can my company purchase with a Purchase Order (PO), or Invoice?

We have a partner affiliation with Toolfarm, a reputable software distributor that can handle more payment methods (including purchase orders, international banks, invoices and more)

Visit toolfarm.com/vendor/mt_mograph to use their service.