Below you’ll find answers to most of the questions that users have regarding the purchase, download, installation, and use of our products. They also include some troubleshooting tips in case you’re encountering errors during any step and need help resolving it.
One possible exception is moirai Surface which is primarily a collection of texture images. Those images can be opened and used in Elements. However, the techniques shown in the included video for actually applying the textures to your photographs require Photoshop.
Updates for compatibility and bug fixes are called patches. Patches are provided free of charge. When a new patch is available, we will post a news item on this site. You can then login to the downloads area (using the link sent to you when you purchased your product) and download the latest revision, which will include the patch. For major patches — like for compatibility with a new release of Adobe Photoshop — we will send an announcement via email to all of our customers (using the email address we have on file, which is the one associated with the PayPal account you used to purchase a product).
New versions of our products will generally include new enhancements and features and will not be free. But they will be made available to existing customers at a discounted upgrade rate. Once we have released a new version of a product, we will continue to support older ones for at least 12 months and continue to release patches for older ones, if necessary, during this time. After that 12 month period ends, customers are urged to upgrade in order to continue getting patches and support.
Once we receive payment confirmation, an automated email will be sent to you with the details on how to download your product. Keep in mind that your email program might mistakenly classify our message as spam, so be sure to look in your junk mail folders before inquiring with us.
Exceptional circumstances include if you accidentally pay for an item twice or if a charge is made fraudulently. Other circumstances will be considered. So if you think you deserve a refund, please contact support.
Partial refunds can be given in other situations. For example, if you purchase a product and then immediately purchase others that are included in our suite. In this case, we can provide a partial refund for the difference between the total you paid and the price of the suite.
I keep getting Unauthorized errors when I try to login and download my purchase. How can I download it?
If you’ve tried the above suggestions and still can’t get in, contact support to get more information on what you might be doing wrong or to get problems corrected in case there is a system issue preventing your access.
It could be caused by repeated attempts to download — like if you have a bad internet connection and have to try several times before the entire product is successfully downloaded. It can also happen if you use a download manager. So please disable any download manager software or configure it to only use a single connection at a time when downloading from our servers.
Once your account has been disabled, you will need to contact support to get it re-enabled and to have the download history cleared so you once again get access and download your files.
If you have lost the original notification email, you can simply request a new password. A new password will be generated and a new notification email will be sent. You can then copy and paste that new password to login to the downloads area of the site.
If you are uncertain, you can contact support and receive assistance in tracking down this user ID. Support will likely need some additional information, like your name, the date on which you made the purchase, and/or the PayPal transaction ID.
You should have received an email from us with your initial login credentials and a link to the downloads area of our site (this was sent in June, 2012, along with notification of updates for Photoshop CS6). If you cannot find this notification (don’t forget to check your junk mail folders), you have a couple of options:
I lost the email that was sent after I purchased the product and I got a new computer. How can I get the product to install on my new computer?
- You can request a new password. Use the email address you used to purchase the product as your login ID.
- You can contact support and get assistance, including re-sending of the original notification email.
Once you have usable login information, you can simply login, re-download the product, and install it on your new computer.
I lost the product archive that I received/downloaded. Where can I find the user guide that was included with it?
When I try to install using the Adobe Extension Manager on MacOS, I get an error: The extension cannot be installed. It requires Photoshop version 10|11 or higher. How do I install the software?
If you are on an older version of Photoshop but are using an earlier version of moirai Compositor or moirai Sequence, you are likely experiencing a different issue. Older versions of these products included packages (MXP files) that were not properly compatible with Mac OS X versions of Adobe Extension Manager. For those versions, you will need to follow the instructions in the section of the user guide titled Manual Installation.
Current versions do not have this problem anymore.
After installing manually, I do not see an option for running the script in the Photoshop menu. How can I get it to show up in the menu?
If the scripts get installed for one version but you are actually running a different one, they will not show up in the menu. Make sure you’ve installed the scripts into the correct version of Photoshop. If the Adobe Extension Manager isn’t working, try following the instructions in the section of the user guide titled Manual Installation and pay particular attention to the path into which you are copying files.
The full previews in moirai Compositor v3 are blank or only show a single image and the rest is blank.
We have filed a bug with Adobe and are hoping it gets fixed in the next Photoshop update. One thing that can be done if you experience this problem is to uncheck the Show full preview box, above the preview panel. This won’t render the images, unfortunately, but it least lets you see the relative size and location of elements in the layout.
To really work around this problem, you need to revert to a previous version of Photoshop. You can, for example, roll back to CC 2014, and everything should work correctly. If you no longer have the downloads for CC 2014, you can access them from this website: http://prodesigntools.com/adobe-cc-2014-direct-download-links.html.
If you save images for the web (usually at a lower resolution and then sharpened), try doing that processing after you’ve created the composition. In other words, try using original/raw images as the sources for your composition and then running your web filters only on the final product. If you run web filters on each image first and then use those processed images in the composition, it may not look as good.
After installing manually, I get an error when I try to run the script: Error 48: File or folder does not exist. How do I use the program?
If the product was manually installed, then it means that not all of the files were properly copied over into the Photoshop application folder. Specifically, the “resources” folder that is included with the script was not copied properly.
When I run the Compositor, instead of seeing a preview of the layout, it just says null. How can I get the layout chooser to show me the layouts?
When I run the Compositor, the image list says [NaNxNaN] where it usually shows the image's size. If try to see a preview of the layout, it is blank. If I try to create a composition, it is also blank. How can I get the script to work?
When I run the Compositor and click the Choose Layout button, it hangs and Photoshop is frozen. How can I create my composition?
In prior versions, you can try creating multiple “tiles”, each one having just 10 to 15 images (some computers can handle as many as 20 in a single composition). Then you can assemble all of those compositions into one big one. Assembling the tiles can be done by moirai Compositor: just load the tiles as inputs to a new composition. In addition to letting you use lots of images this way, you can also get some very interesting layouts.