Troubleshooting

Helping us solve problems

Please open a support ticket on aescripts.com. In this ticket, describe the error (sreenshots or recordings help alot!). You can also upload a project file, which produces the error and attach the logfiles created by the plugin, as explained here: Send us a log

Crash in GPU version

In case you experience random crashes, it may be due to the GPU driver being shutdown by the OS if a computation takes too long.

Please follow the instructions here to make your GPU support longer computations: https://substance3d.adobe.com/documentation/spdoc/gpu-drivers-crash-with-long-computations-tdr-crash-128745489.html

Legal notice: Please note that editing the registry can have serious, unexpected consequences to the system. However, it is not expected that the linked instructions cause such issues. Blace Plugins takes no responsibility for any damage caused to your system by modifying the system registry.

Send us a log

Under C:\Users\<username>\AppData\Local\blace-plugins\<plugin-name> (Windows) and ~/Library/Logs/blace-plugins/<plugin-name> or ~/Library/Logs/<plugin-name> (MacOS) you’ll find log files. Please send them to us via the aescripts support ticket.

Premiere Pro

If the plugin does not show in the effects panel, please start Premiere with the Shift key pressed (will reset plugin cache). Additionally send us the plugin loading log under <user-folder>\AppData\Roaming\Adobe\Premiere Pro\<version-number>\Plugin Loading.log.

Installation problems

If you encounter an error during installation, please check the following points:

  • Deactivate your VPN if active.

  • Check your OS and your router for firewall setting which might block a connection to blaceplugins.com.

If the error persists, please open a terminal / console and run:

  • pathping blaceplugins.com on Windows

  • traceroute blaceplugins.com on Mac

Additionally check if you can access the domain from a different device in the same network, or from the same device but in a different network (setting your smartphone as hotspot e.g. and connecting to it). This will help trace down the problem.

After completion of the command, send us the result via support ticket.