Troubleshooting issues with plugins

Ollie Didwell
Written by Ollie Didwell
  • Updated

We know it can be annoying to install a product and have it not work as intended. Here is a quick guide to help troubleshoot any issues you may face when using the Motion Array Hub and our Plugins. 

 

Activation and Authentication:

 

Watermark:

    • If you see watermarks on your projects, it indicates that your subscription has expired. To resolve this, you need to restart your Motion Array subscription. If you are seeing Watermarks while you have a paid subscription, first check that you are logged in to the correct Motion Array account on the Motion Array Hub. Otherwise, check you have a stable connection and that nothing is blocking your connection to the Motion Array servers.

If you have any of the below enabled, try to disable them or add motionarray.com to the allow list.

  • VPN (Virtual Private Network)

  • Firewall (e.g. AVG, McAfee, Norton)

  • Antivirus software (e.g. Eset)

If you still see the watermark on your footage and have checked all of the above, please contact support using the chat widget at the bottom right of this page, including the logs mentioned below.

Finding Logs for Support:

  • Windows:
    Open Windows File Explorer and paste %appdata% into the URL bar.

    Locate the Motion Array Hub folder and navigate to the "logs" subfolder. Make a copy of the hub.log file and send it over to the support team, along with any screenshots or recordings of the issue. Detail the steps you have already taken from this guide.

  • Mac:
    Navigate to ~/Library/Application Support/Motion Array Hub/ in your Finder app

    Make a copy of the hub.log file and send it over to the support team, along with any screenshots or recordings of the issue. Detail the steps you have already taken from this guide.

Performance Issues within Host Editors:

With all performance issues, it is important to first check that your computer meets the recommended requirements. Applying effects to footage can provide a heavy load on a computers CPU and graphics card. Luckily, there are also some steps we can take to also reduce issues with performance on your editor.

 

  • Operating System: Windows 10 (64-bit) or macOS 10.13 or later

  • Processor: Intel Core i5 or AMD Ryzen 5 or higher

  • RAM: 8GB or higher

  • Graphics Card: NVIDIA GTX 1060 or AMD Radeon RX 480 or higher with 4GB VRAM

 

Premiere Pro:

    • Ensure your system meets the recommended specifications listed below.

    • Check compatibility with the tested host versions (Premiere Pro 23 and 24). If you are on an earlier version of Premiere Pro, we cannot guarantee the plugins will work as intended due to changed in the software.

    • Clear your plugins cache:
      1. Save and close Premiere.
      2. Open Premiere again while holding down Shift-Alt (Windows) or Shift-Option (Mac). Release the Shift-Alt or Shift-Option (Mac) keys keys when the splash screen appears and follow the prompt to delete the plug-in cache.
      3. Let Premiere finish starting up, and see if the Plugins show up where they should be located.​

    • Check that your project is set to Software Only, as some systems are not compatible with some Video Rendering settings.
      1. Go to File > Project settings > General...
      2. Check the Renderer drop-down menu is set to use software only.

       

      675c5118-dc9b-45e5-9452-3f48651a1c6b.png

      Screen Shot 2019-11-20 at 17.29.28.png

 

After Effects:

  • Verify system requirements and that you are running After Effects versions 23 or 24.
  • Purge Cache + Change Renderer
    1. Go to Edit > Purge > All Memory & Disk Cache
    2. Hit OK.
    3, You can learn more about clearing your After Effects cache and setting a limit here:
    How to Stop After Effects from Crashing
    4. Change renderer to a different one:Screen Shot 2020-07-08 at 12.46.29 pm.png

Final Cut Pro:

      • Ensure your system meets the recommended specifications.

      • Check you are running Final Cut Pro versions 10.5 or 10.7.

      • Adjust import preferences:

        • Go to the Final Cut Pro menu on the navigation bar and then Preferences. Or use the keyboard shortcut Command-Comma.
        • Check the box that says "Create optimized media."e1d57162-6fae-4806-89d2-495296f8133b.png

      •  
        Delete cache files: 
        1. Close Final Cut Pro.

        2. Open the app again while holding Option-Command.

        3. When asked, click Delete Preferences from the dialogue box.


        Providing Information to Support:

        • Capture screenshots or screen recordings of the issues encountered.

        • Include logs from the Motion Array Hub folder.

        • Send these details to support for further assistance.

         

        DaVinci Resolve:

        • Confirm system requirements and compatibility with DaVinci Resolve versions 17 and 18.

        • Set the render cache mode to User852f5733-64bf-47f2-90de-3ad0ace44ec7.png

           
          • Delete the render cache

          (Playback > Delete Render Cache > All)

          Screen Shot 2020-08-29 at 12.07.50 pm.png
          • Set your GPU Configuration mode to "Auto" (DaVinci Resolve > Preferences > Memory and GPU)

          image (3).png

           

          • Save, restart DaVinci Resolve

        • Generate Optimized media. Right click your the selected clips in the media bin or the timeline and click “Generate Optimized Media”.

        • For Davinci Resolve Studio Users, we require that the software used is not purchased from the Apple App Store due to the way the store front locks down aspects of OFX plugins. You will need to run a version purchased from the Blackmagic Design site.