Support

FREQUENTLY ASKED QUESTIONS (FAQ)

Please ensure that Adobe Photoshop is closed.
In MAC OS make sure that it is completely closed, and therefore not even present in the background applications in the Desktop Dock.

After downloading the zip package, extract it into a folder, and then please proceed as follows:

01. Launch Adobe Photoshop
02. Go to menu File » Script » Sfoglia…
03. Select the path where the zip file has been extracted
04. Select the file Installer_TonalityMasks.jsxbin or Installer_BlackAndWhite.jsxbin or Installer_ColorGrading.jsxbin or Installer_Export.jsxbin or Installer_Landscape.jsxbin
05. Click on LOAD and fllow the instructions on screen
06. Close Adobe Photoshop (on MAC OS after closing Photoshop right click on the icon in the Dock and click on close)
07. Launch Adobe Photoshop again and go to menu Window » Extension (legacy) » PP – TM Panel V7 (or any other panel you have installed)

NOTE: if the automatic installation is not successful, please proceed with the manual installation
Please ensure that Adobe Photoshop is closed.
In MAC OS make sure that it is completely closed, and therefore not even present in the background applications in the Desktop Dock.

After downloading the zip package, extract it into a folder, and then please proceed as follows:

01. Open the folder you just extracted
02. Copy the folder com.pixprobe.cep.tm.7.0 or com.pixprobe.cep.bw.1.0 or com.pixprobe.cep.cg.1.0 or com.pixprobe.cep.exp.1.0 or com.pixprobe.cep.exp.1.0
03. Open Finder and select GO in the menu
04. If on the window GO you can see the Library folder, click on it, alternatively please press the OPTION key on your keyboard (the one on the left of the space bar) and when you see the Library folder on the GO menu, please click on it
05. Open the Application Support folder
06. Open the Adobe folder
07. If the CEP folder is there, open it, alternatively please create a new folder called CEP and then open it
08. If the extensions folder is there, open it, alternatively please create a new folder called extensions and then open it
09. If everything is correct, you should now be in Macintosh HD/Library/Application Support/Adobe/CEP/extensions paste there the folder you have copied on step 2
10. Launch Adobe Photoshop again and go to menu Window » Extension (legacy) » PP – TM Panel V7 (or any other panel you have installed)
Please ensure that Adobe Photoshop is closed.

01. Open Finder and select GO in the menu
02. If on the window GO you can see the Library folder, click on it, alternatively please press the OPTION key on your keyboard (the one on the left of the space bar) and when you see the Library folder on the GO menu, please click on it
03. Please open the following path Macintosh HD/Library/Application Support/Adobe/CEP/extensions
04. Please remove any of these folders com.pixprobe.cep.tm.7.0 or com.pixprobe.cep.bw.1.0 or com.pixprobe.cep.cg.1.0 or com.pixprobe.cep.exp.1.0 or com.pixprobe.cep.exp.1.0
Please ensure that Adobe Photoshop is closed.

After downloading the zip package, extract it into a folder, and then please proceed as follows:

01. Open the folder you just extracted
02. Copy the folder com.pixprobe.cep.tm.7.0 or com.pixprobe.cep.bw.1.0 or com.pixprobe.cep.cg.1.0 or com.pixprobe.cep.exp.1.0 or com.pixprobe.cep.exp.1.0
03. Open the C:\Program Files (x86)\Common Files\Adobe\ folder
04. If the CEP folder is there, open it, alternatively please create a new folder called CEP and then open it
05. If the extensions folder is there, open it, alternatively please create a new folder called extensions and then open it
06. If everything is correct, you should now be in C:\Program Files (x86)\Common Files\Adobe\CEP\extensions and you should paste there the folder you have copied on step 2
07. Launch Adobe Photoshop again and go to menu Window » Extension (legacy) » PP – TM Panel V7 (or any other panel you have installed)

NOTICE: by enabling the visualization of hidden files and folders, it will be possible to install the extension also in the specific user folder
C:\Users\USERNAME\AppData\Roaming\Adobe\CEP\extensions where USERNAME is the username which needs to use the panel
Please ensure that Adobe Photoshop is closed.

01. Go to C:\Program Files (x86)\Common Files\Adobe\CEP\extensions folder
02. Please remove any of these folders com.pixprobe.cep.tm.7.0 or com.pixprobe.cep.bw.1.0 or com.pixprobe.cep.cg.1.0 or com.pixprobe.cep.exp.1.0 or com.pixprobe.cep.exp.1.0

or

01. Enable the visualization of hidden files and folders
02. Go to C:\Users\USERNAME\AppData\Roaming\Adobe\CEP\extensions where USERNAME is the username for which you need to uninstall the panel
03. Please remove any of these folders com.pixprobe.cep.tm.7.0 or com.pixprobe.cep.bw.1.0 or com.pixprobe.cep.cg.1.0 or com.pixprobe.cep.exp.1.0 or com.pixprobe.cep.exp.1.0
If you get this error, you may have a corrupted ZIP file, or a ZIP file which has been altered.

Please make sure that Adobe Photoshop is closed. If you are on a MAC make sure that it is completely closed, and therefore not even present in the background applications in the Desktop Dock.

Please follow these steps:

01. Please remove the extension you have installed
02. Download again the ZIP file you received on purchase and install the extension again by following the appropriate instructions above
If on the license activation stage you get an error, please follow these steps:

01. Make sure you have inserted the license data correctly (you can minimize the mistakes by copying license data with COPY and PASTE features on Windows or Mac)
02. If you enter the license manually, make sure you enter all characters properly (license key is case sensitive)
03. Make sure you have the dashes in the right positions

If you cannot find or you don’t remember your license key fill the form below to retrieve it
If during the license activation process you get a Connection Error message, please perform the followring steps:

01. Make sure that you have a working internet connection
02. Temporary disable the system firewall and/or antivirus (these features may be blocking the connection to our servers)
03. If nothing works, please try to restart your computer and try again

If the problem persists, please fill the form below
If you get errors while using Adobe Photoshop, please try these steps:

01. Download this tool Adobe CC Cleaner
02. Follow the steps described
03. Try to re-install Adobe Photoshop
04. If needed, try also to uninstall and re-install our extensions
Our extensions are not compatible with versions of Adobe Photoshop older than Adobe Photoshop CC 2015.5 o any Adobe Photohosp Element version

It is strongly adviced to keep Adobe Photoshop updated to the latest availabe version.
If you want to use our extensions with Adobe Photohop (version 22.3 and above) you need to run Adobe Photoshop under Rosetta.
How to run Adobe Photoshop 22.3+ using Rosetta emulation:
01. Open Finder and navigate to /Applications/Adobe Photoshop 2021
02. Right-click on the Adobe Photoshop 2021 application and select ‘Get Info’
03. In the General section, if the Kind label says Application (Universal), there will be an Open using Rosetta option below. Enable this option and launch Adobe Photoshop
If the Kind label in step 3 says Application (Intel), the Open using Rosetta option will not be available.

How to reveal the Open using Rosetta option
01. Uninstall Photoshop 2021 from the Creative Cloud Desktop app
02. Open Finder and navigate to the Applications folder
03. Delete the folder Adobe Photoshop 2021
04. Install Photoshop from the Creative Cloud Desktop app
05. Follow the How to run Adobe Photoshop 22.3+ using Rosetta emulation steps

RETRIEVE YOUR LICENSE KEY

Please insert your email address to retrieve the license key

 
Email address


2 + 7 =






SUPPORT

Support requests will be usually resolved within 2 business days
(unless a critical bug needs to be fixed).

Our support agents speaks English and Italian