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FAQ
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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
Be aware that licenses are activated per machine, so only activate the license on machines you intend to use Marso on. |
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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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If you are unable to naviagte to you routput texture files via the 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 | ||
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If you think the application is frozen, but think it may still be running you can navigate to |
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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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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. |
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Contact Support
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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