Andromeda Software, Inc. Technical Support

TECHNICAL SUPPORT

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

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?
Are your plug-ins compatible with Photoshop CS 3?
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/InDesign CS3 Questions
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Are your Photoshop plug-ins compatible with Photoshop CS 3?

Series 3 Screens, Cutline, Etchtone, and LensDoc are all CS3 compatible on both Mac and Windows operating systems. All other products are in the process of being updated and will be available as upgrades when they are released.

Are your InDesign plug-ins compatible with Photoshop CS 3?

ReArranger, GetFrom and MetaData are CS3 compatible. All other products are in the process of being updated and will be available as upgrades when they are released.

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.

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 messgae.

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.

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 1-800-547-0055 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.

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.

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.
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 ...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. Contact our Sales Office at 1-800-547-0055 or orders@andromeda.com

Upgrades
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Are upgrades downloadable?

Only Cutline, Etchtone, Screens, and LensDoc upgrades are downloadable.

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.

Currently, LensDoc 3.0 is our only plug-in that features 16 bit output. We do have plans to upgrade the remainder of our plug–ins to work with 16–bit images. If you would like further information, please contact us at 1-800-547-0055 or orders@andromeda.com.

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 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, then you were given the option to purchase the extended download service. If you did so, log–in to your record and redownload the plug–in. If you did not purchase the extended download service, then contact Digital River, the company who takes care of all of our online sales, and see if you can redownload the plug–in. If you are passed the redownload date, you will have to purchase a replacement CD for $10 plus S/H. To contact Digital Rivers customer service, go to www.digitalriver.com and find their customer service email or call them at 1-800-656-5426.