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FAQ
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| title | I'm unable to activate my license |
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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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| title | My processing jobs keep failing |
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If the jobs fail very quickly after starting them, it is likely the alembic is missing some information, for example it is not scaled, or it is not UV unwrapped. Confirm these, or check the log file for more information |
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| title | I can't find my textures |
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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 Settings. From there each folder represents a single job, so the latest can be found by sorting by last modified. |
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| title | My textures look very blown out, or really dark |
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Usually this happens because of an issue with the input data. First, check that the alembic has the correct scale, 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. |
Email support@m-xr.com and one of our team will get back to you as soon as we can.
It is helpful if you can be as descriptive as possible when describing your issue, and if possible collect a zip of intermediary files to send along with your support request.
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| title | Collecting an intermediate zip |
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Open Settings and enable ‘Keep Intermediary Files’ |  | Re-queue and run the job so that it fails again |  | Click ‘Collect Zip’ to generate a zip file of intermediate data. This may still be too large to attach to an email. Contact support to let them know you have a zip and an upload location will be provided. |  |
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