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If you have a specicific issue you want support on contact us via our support portal
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titleI'm unable to activate my license

Activating the license requires access to our DRM provider, as well as the cloud database. On some systems this may require a firewall exclusion for the following endpoints

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titleI can't find my textures

If you are unable to naviagte to you routput texture files via the Results button in the UI then The ‘Results’ Button in the GUI should take you to the texture files for a given job.

Alternatively, you can manually navigate to the output folder you entered in the Application Settings. From there you can navigate the folders, we recommend sorting by last modified to make it easy to find.

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titleMarso appears frozen

If you think the application is frozen, but think it may still be running you can navigate to %LOCALAPPDATA%/M-XR/Maestro/Logging/Job_Manager_GUI. Open the latest logfile and check the timestamp of the last message. Some steps may take over 12 hrs but if it has been sitting for more than 24 hrs then you can force stop the application from task manager. If you then restart Marso you should be able to safely restart the job. If you have further issues then contact support.each folder represents a single job, so the latest can be found by sorting by last modified.

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titleMy textures look very blown out, or really dark

Usually this happens because of an issue wiht with the input data. As a first step

First, check that the alembic has the correct scale and all the correct data. If you are sure it is correct then it is likely the Light System or the exposure that is incorrect. Their currently is no facility for a user to modify these. So you can either recreate them and try the process again. Or you can reach out to support.

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titleI'm having touble activating Marso

There are a few things that can be going on. Assuming your license is valid, first we would suggest checking you have not types the license in wrong (e.g. copied a trailing space). If not then we would suggest checking firewall and VPN. These have sometimes been an issue, so try rerunning Marso with them disabled. If there is no change then it would be best to reach out to support, and that the distance from the cameras to the subject seems correct.

Next, check the selected Light System and Exposure preset.

If multiple jobs appear to have this issue, consider re-creating the exposure preset, and ensuring the distance and grey value are accurate.