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Support

Unique Applications for Artists and Musicians

Getting Help

Eric’s apps are unique. If you are just getting started with his software, make sure to read the Online Help->Online Documentation within the CTX applications.

We also have video tutorials on our YouTube channel. Most are in English but some are in French based on the English online documents. For those, turn on the YouTube Closed Caption translator to read along in English.

Additional support information can be found below. The categories include:

  • Product Training and Information
  • Product Versions and Updates
  • ArtMatic Products
  • MetaSynth Products
  • Legacy Products
  • MacOS Challenges

Submit a Question

If after reviewing these sections, you still have questions, please contact us via the form below:

Report a Technical Issue

Did you encounter an issue with our software? Click below to submit an issue report directly to our engineer. Also, if you have a feature request, enter it here. Use the form above if you have a support question.

Subscribe to Our Newsletter

Make sure to request to receive the newsletter and keep up on the current news. If you’ve purchased U&I Software after 2018, you should already be on it.

Join Our Communities

Make sure to join the User Groups to receive updates and tips: Worlds of ArtMatic, and Sounds of MetaSynth. Visit our YouTube channel for tutorials and customer videos, or follow us on Instagram, and Twitter. Find out more on the Community page.

Product Training and Documentation

Documentation: We are working to improve and update product documentation at U&I Software. The new Cocoa applications (CTX) now have online documentation you can launch from within the applications. These can be updated and improved over time. Also, we’ve created an official YouTube Channel to gather Legacy documentation, customer-created documentation, and new video tutorials. See details on the Learning page. Documentation will take time as we are currently focused on recreating our products for Apple’s Cocoa MacOS+iOS platform. Keeping the apps alive is our #1 priority. Luckily we have a great user community that can help out in the meantime. Bear with us, we will get there!

Product Versions and Updates

  • Designer CTX: Version 1.2.0 for Cocoa MacOS X 10.10 through MacOS 11.x (M1 compatible)
  • Explorer CTX: Version 1.2.0 for Cocoa MacOS X 10.10 through MacOS 11.x (M1 compatible)
  • Voyager CTX: Version 1.2.0 for Cocoa MacOS X 10.10 through MacOS 11.x (M1 compatible)
  • MetaSynth CTX: Version 1.2.0 Cocoa MacOS X 10.10 through MacOS 11.x (M1 compatible)
  • Xx CTX: Version 1.0 for Cocoa MacOS is under development for a Spring 2021 release.
  • vQuartz: CTX: Version 1.0 for Cocoa MacOS is under development for Winter 2021 release.

Downloading Updated Products from the FastSpring Store: Need to access your Fastspring store account to get updates? Request a 24hour access link here. Once you have accessed the account click on the .pkg links for each product you want to update. The name of the link displays the product version at the time of purchase, not the latest update. The file name of the downloaded .zip file will display the precise version number. If an email does not arrive with a link, you may have an old cookie in your browser. Make sure to clear your temporary web browser files or use a different web browser. Also double check your spam filter.

If it still does not arrive, open a ticket with FastSpring Support support@fastspring.com and they will manually send you a link.

Accessing Your Fastspring Store Account: If an email does not arrive with a link, you may have an old cookie in your browser. Make sure to clear your temporary web browser files or use a different web browser. Also, double-check your spam filter. If it still does not arrive, open a ticket with FastSpring Support support@fastspring.com and they will manually create a link for you.

ArtMatic Products

Voyager Render Time: It is not uncommon for 3D rendering to take up half an hour or more for a single frame. Voyager is entirely procedural and offers infinite terrains with infinite details which is CPU intensive. In Voyager 4.5.3 set the Preferences->Max Proc(essors) to the highest available for your computer. Voyager CTX 1.0 uses all available processors and includes rendering time optimizations. Pro User Tips: 1. The “Better” setting is a much faster at rendering than “Best”, which is rarely needed. 2. Rendering to a “List of Images” is much faster than to a QuickTime movie. Use this method then compile them in your video editor.

Designer Version Support: Not all versions of ArtMatic Designer can open older versions. The ability to open does not equal compatibility with later versions as components may have been changed or added.

  • Version CTX 1.1 opens CTX 1.1, CTX 1.0, Legacy 7.5
  • Version CTX 1.0 opens: CTX 1.0, 7.5, 7.2 (when using Normalized Colors).
    Files from 6.0 may need to be modified for changes
    in colors and alpha ranges, or components.
  • Version 7.5, opens 7.5, and 7.2, 6.x, 5.x but colors may change;
  • Version 7.2 opens: 7.2, 6.x, 5.x;
  • Version 6.0 can open: 6.x, 5.x, 4.x etc.
  • Version 6.x can open: 6.x, 5.x, 4.x
  • Versions 3.x, can open 2.x, 1.x (PowerPC Only).

Designer File Loading: Double-clicking on an ArtMatic file while Designer is not running, loads a default file. Make sure to open Designer and use the Browser or File Open to load files.

Designer vs,. Explorer Keyframes: Working with keyframes in the Explore room of Designer, and Explorer application, works differently. Eric Wenger has stated “The Explore room provides direct access to published keyframe parameters values so you can edit KF data directly. It is a different approach to the Design room. Its advantages are you don’t have to record keyframes and envelopes values as they are reflected consistently in the parameters sliders. You wouldn’t have theses abilities if the parameters sliders reflected current state instead of KF states. Parameter sliders can be used to make slight adjustments of envelopes values which would be impossible if they are linked to the current state as in the Design Room. Meaning, if I use the Design Room approach there won’t be any way to adjust the envelope data numerically. Also the same logic applies for Voyager “edit artmatic param” inspector which does not use the keyframe selection & display and where direct editing of KF values is necessary. Once you know how it works, it is actually quite efficient and makes animation parameters editing faster.”

MetaSynth Products

Installing MetaSynth 1.x: If you are having problems installing or launching MetaSynth after install, your MacOS has a permissions challenge. This is caused when the installer can’t access the Documents folder to place the three demo projects there. Make sure to select YES to granting permissions during the install. If you click NO by accident, go to System Preferences -> Security & Privacy -> Privacy -> Full Disk Access -> Unlock the panel and click + and add the Installer App. This should bypass all blocking and allow the installer to work.

If you are still having trouble installing, check “Get Info” on your Documents folder to ensure your permissions are correct. MacOS installs can become corrupted when ran via VMware blocking access. Lastly, do a search for the following folders and ensure they are in the Users->[Account Name]-> documents folder. iCloud may have moved them.

Updating MetaSynth 1.x Preferences: You may need to delete the “MetaSynth CTX 1.0.prefs” file for a number of reasons. It can be found in the MetaSynth CTX application folder. If you need to reenter your serial number, if you change your MacOS User Account name, simply delete this file and relaunch MetaSynth and re-register, it will be recreated with updated info.

Xx CTX 1.0: [MIDI and MetaSynth Integration] is under development for a release mid 2021

Legacy Products

Legacy Customers Store: In 2018 U&I moved to a professional and secure eCommerce store platform (FastSpring). Customers were notified to re-register their current products (Designer 7.2, Voyager 4.2, MetaSynth 6.0.1, Xx 5.5) in the new store. If you did not have the opportunity, this can be done on here.

Legacy Customer Products: If we’ve lost you as a current customer, and you are looking to download Legacy Software applications versions, visit here. Consider becoming current by upgrading your “Carbon” applications to the final versions for 10.6 – 10.14 in the Legacy Store or purchase new products in the Current Store.

Legacy Wiki Site: When moving to the new site, it was more difficult to keep this working than expected. Doing video tutorials makes more sense these days. The older information may still be of value. Take a peek at the ArtMatic Wiki data or the MetaSynth Wiki data for legacy tips and tricks.

MetaSynth 6.0.1 Montage: You may need to use a template to create a new Montage. Download one by clicking here.

Xx 5.5 Install Error: During the install of Xx the following error screen may appear: This is due to incorrect disk permissions. It doesn’t usually impact the application. If it does, repair permissions and reinstall. Here are the instructions MacOS 10.14.

Videodelic (MacOS 9.x): Classic Extensions must be On to run.

MacOS Challenges

MacOS 11 Big Sur: The ArtMatic CTX 1.1 and MetaSynth CTX 1.x were tested in Big Sur on Intel Macs and M1 Macs. Make sure to click Yes when installing. Watch for release updates in the ArtMatic User Group and MetaSynth User Group.

Installing Third-Party programs on MacOS 11.0 (Big Sur) and 10.15 (Catalina): Apple requires customers installing Third-Party applications to Control+Click or Right Mouse click on the installer and select Open. Then accept that the app is not from the Apple Store. 10.14 Mojave does not require this.

Designer CTX and Sound in MacOS 10.15 (Catalina): Designer uses a 44.1 khz sample rate. Mojave (10.14) defaults to 44.1 but Catalina defaults to 48 khz. This causes audio distortion and tempo changes when previewing audio (rendering works fine). To resolve this, change your Mac’s audio output setting to 44,100 hz when using Designer. This can be done with Apple’s Audio Midi Setup program found in the Utilities folder. Recent builds of Catalina appear to have returned to 44.1 khz as a default.

Running 32 bit applications on MacOS 10.14 (Mojave): An Apple Error Dialog may appear when any Carbon application is launched. This impacts all software companies.

Apple Has Discontinued Their Carbon Software Platform after MacOS 10.14 (Mojave): Carbon was MacOS as we knew it, but starting with MacOS 10.10 MacOS was really two operating systems in one – it also included MacOS Cocoa. Carbon was more powerful, flexible, and reliable so U&I products remained on that platform. iOS is Cocoa based and Apple is moving to merge the two OS’s and also move the Mac to the same processors that run iPhones, iPads, and iWatches. This meant Carbon had to be discontinued. Starting with MacOS 10.15 Carbon is gone and so customers can’t run Carbon applications. We all have three options: 1. Run a dual boot system with Catalina 10.15 and Mojave 10.14 (restart required). We use this tool to download different OS versions. 2. Run Mojave 10.14 “virtually” on a Catalina 10.15 system by using a program like Parallels (no reboot but less rendering processors). 3. Remain on Mojave 10.14 or an earlier MacOS version. Many recording studios are doing this as many third-party plugs are Carbon. But, for many folks this isn’t practical so options 1 or 2 are the better ways to go. If remember the transition from MacOS to Unix (MacOS X), and the transition from PowerPC processors to Intel processors, this will all be familiar.

Apple File Format Changes 10.14 (Mojave) – 11.0 (Big Sur): Apple changed its MacOS file format in 10.14 from HFS+ to APFS. This strips away your file’s Application Type information and can impact them knowing which application they are associated with. If you have older Designer files and update your Mac to 10.14 opening them will no longer work. To work around this, select Parent in Designer CTX 1.0’s Browse view, and select a folder to import, the folder will become an item on the list with its files appearing in the library, then you can select Modernize Folder (gear icon top right). If you import multiple folders, you can select the Modernize Library to update all of them. Make sure to back up your work before importing it. Other options are: 1. Try using Open With… in the MacOS context menu. 2. If a file fails to import add an .artm extension to the file. This will force MacOS to associate the file with Designer.

Accessibility Compliance – Please find out 508 Conformance Report Here.

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