FAQ - Frequently Asked Questions
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Discounts may be available through (and only through) our resellers, which you can find listed on our Resellers page.
Special prices for students
No - we do not offer any student discounts, instead we offer a free version of Capture called the Student Edition. There is however a special offer available for educational institutions.
How to install a license key file
License key files are installed using the Licensing dialog in Capture. The Licensing dialog can be accessed both from the welcome screen shown on startup as well as from the Tools menu.
Once you have installed the license key file you will also need to unlock it. If your Internet connection permits and you have not unlocked your license key file many times recently you can use the Automated unlock option. Should this fail you can always use the Manual unlock option which involves sending us an e-mail.
How to transfer a license to more / other computer(s)
Simply install the license key file on the new computer. No further action needs to be taken on the previous computer.
If you purchased Capture online then you received the license key file by e-mail upon purchase - use this license key file.
If you purchased Capture in a box then the box had a license key file ticket printed on it which you used to obtain your license key file. While you cannot use the license key file ticket again, you can export the license key file you obtained from within Licensing dialog.
Restrictions in license key file unlocking
We track the owner of each license key file and only allow the owner of a license key file to unlock it. For this reason it is very important to inform us of ownership as well as e-mail address changes in good time. We require a confirmation e-mail from the previously registered owner e-mail address to transfer the license to a new one.
Capture requires the minimum Windows or macOS versions stated on the Download page and a computer that fulfils the minimum requirements of these operating systems.
However, bear in mind that visualisation software is very demanding on the video card. As a good referenced point for the capabilities of your hardware you may find PassMask Software's video card benchmark pages for high end GPU's useful. A PassMark G3D mark of 2000 or more could be considered a general minimum performance requirement for Capture, but in practice the actual requirements will vary a lot depending on how you use Capture.
Video card issues and startup issues
If you are running Capture on macOS then your drivers are part of the operating system and we recommend that you always update macOS to the highest version officially supported by Capture. Observe that the use of any third party drivers such as NVidia's "web drivers" is not supported.
If you are running Capture on Windows, the first thing to do is to make sure that you have the latest drivers for your video card. We recommend downloading the latest drivers from the manufacturer of your video card, ie. NVidia, AMD or Intel. If your problem persists, you may need to consider an upgrade of your video card. If so, then please read the section on minimum requirements. If you are running Capture on a laptop, be ware that it may have multiple video cards and we always recommend having the latest drivers for all of them, even if you believe you are only using one of them.
Capture already runs and functions well on any eGPU supported by your operating system. Running Capture on an eGPU is no different from running on any other video card if you have multiple built-in or discrete video cards.
You may however need to configure your system so that it knows which video card Capture should run on though. On Windows this is done through the video card manufacturer's own configuration utilities. On macOS you set the "Prefer External GPU" option for the application in the window that appears when you issue the Get Info command for Capture (full details on https://support.apple.com/en-us/HT208544).
Low visualisation performance
The rendering settings available in Capture allow you to adjust the quality and level of detail of the visualisation to match the performance of your computer.
Visit our dedicate page for visualisation performance to learn how to maximise visualisation performance in large projects.
How to connect a lighting console
Please see our dedicated Connectivity page for more information on this topic.
How to report errors
First, make sure that you have the latest library from our download page. Should the error still persist, send an e-mail to email@example.com describing its nature. If the error is related to a fixture, please try to verify that your controller is sending the appropriate DMX values required to achieve the desired result prior to contacting us.
When you're missing something
If you are missing anything from our library, please e-mail firstname.lastname@example.org and we will help you out.