{"id":31997,"date":"2017-02-16T09:17:12","date_gmt":"2017-02-16T08:17:12","guid":{"rendered":"https:\/\/creativeshift.io\/support\/"},"modified":"2024-01-16T15:54:15","modified_gmt":"2024-01-16T14:54:15","slug":"support","status":"publish","type":"page","link":"https:\/\/creativeshift.io\/en\/support\/","title":{"rendered":"SUPPORT"},"content":{"rendered":"

[et_pb_section fb_built=”1″ admin_label=”FAQ” _builder_version=”4.23.1″ _module_preset=”default” background_color=”gcid-8020c5c5-3063-43d3-92c5-9fcdd948cb76″ use_background_color_gradient=”on” background_color_gradient_type=”circular” background_color_gradient_direction_radial=”left” background_color_gradient_stops=”rgba(48,220,116,0.18) 0%|rgba(41,196,169,0) 35%” collapsed=”on” global_colors_info=”{%22gcid-8020c5c5-3063-43d3-92c5-9fcdd948cb76%22:%91%22background_color%22%93}”][et_pb_row _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.23.1″ _module_preset=”1e1d467f-e36b-4abe-b9fe-5245f5089995″ header_4_text_color=”#FFFFFF” global_colors_info=”{}”]<\/p>\n

Frequently asked questions<\/h4>\n

[\/et_pb_text][et_pb_text _builder_version=”4.23.1″ _module_preset=”7e437db0-36fc-4a9c-bc56-ff00fc653e96″ header_text_color=”gcid-266ba876-53e9-43d2-8326-b935293de15e” custom_margin=”||10px||false|false” global_colors_info=”{%22gcid-266ba876-53e9-43d2-8326-b935293de15e%22:%91%22header_text_color%22%93}”]<\/p>\n

FAQ<\/h1>\n

[\/et_pb_text][et_pb_accordion open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#FFFFFF” closed_toggle_background_color=”RGBA(255,255,255,0)” toggle_icon=”p||divi||400″ admin_label=”FAQ” _builder_version=”4.23.1″ _module_preset=”_initial” toggle_text_color=”#FFFFFF” toggle_font=”Poppins||||||||” toggle_font_size=”24px” toggle_line_height=”1.4em” closed_toggle_font=”Poppins||||||||” body_font=”Poppins||||||||” body_text_color=”gcid-08962ad4-f00b-4a9f-8447-3e7c555e76a9″ body_font_size=”16px” border_radii=”off||||” border_color_all=”#FFFFFF” global_colors_info=”{%22gcid-08962ad4-f00b-4a9f-8447-3e7c555e76a9%22:%91%22body_text_color%22%93}”][et_pb_accordion_item title=”The Skin Perfection or Color Genius action no longer works after a Photoshop update.” open=”on” _builder_version=”4.23.1″ _module_preset=”8e7bb763-c62e-42d1-b613-dc9c6a9f8cfb” border_radii=”off|20px|20px||” global_colors_info=”{}”]<\/p>\n

During certain Photoshop updates, the script you had installed in the Photoshop “scripts” folder is not copied to the new version’s folder. <\/span>Follow the installation procedure again, adapt the script folder’s path to that of the most recent Photoshop version on your computer, and relaunch Photoshop.<\/span><\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”After installing the Color Genius panel, I can’t find the menu to activate it in Photoshop.” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

On MacOS, the latest native versions of Photoshop for M1\/M2 processors no longer support developed panels such as Color Genius (v1.0 CEP). <\/span><\/p>\n

Download the new UXP version from your account or activate Photoshop’s Rosetta mode to use the old panel version. To do this, go to your applications, find the Photoshop icon, then right-click and “read information.” In the information window that opens, check the “Open with Rosetta” box and relaunch Photoshop. !! Some of Photoshop 2023’s latest tools will work only to a limited extent in Rosetta mode, and some tools will simply not be available.<\/span><\/span><\/p>\n

<\/span><\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”I had bought a workshop on the old platform and lost my progress.” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

Unfortunately, progress is lost. At the time of migration, we had announced that progress would not be transferred due to the change of platform and the lack of access to customer data from our previous platform. There’s nothing we can do.<\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”I had bought a workshop, a panel, or another product on the old platform, and I no longer have access to it.” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

If your account has not been transferred or your accesses no longer work, please send us proof of purchase of the product(s) in question to hello@creativeshift.io<\/a> and we will send you instructions on how to proceed.<\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”I have a pirated version of Photoshop. Can I use the Photoshop panels?” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

There is no guarantee of functionality, and no support is offered to users of unofficial versions, pirated versions, or non-compatible versions of Photoshop or other Adobe products.<\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”When installing a panel for Photoshop, the CCX file is not recognized.” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

Reason 1<\/strong><\/p>\n

The *.CCX installation file must be located on the same disk as Adobe Photoshop and Creative Cloud in order to install correctly. On Windows, this is usually the C: disk; on MacOS, the Macintosh HD disk.<\/p>\n

Reason 2<\/strong><\/p>\n

If nothing happens after double-clicking on the *.CCX file, or if it is not recognized, follow these steps:<\/p>\n

macOS:<\/strong> Right-click on the *.CCX<\/strong> file, select Open with,<\/strong> and then select the AdobePluginInstallerAgent <\/strong>application. <\/strong>in:
Macintosh HD\/Library\/Application Support\/Adobe\/Adobe Desktop Common\/UPI\/AdobePluginInstallerAgent<\/em><\/p>\n

or on macOS Monterey 12.4 and higher, the UnifiedPluginInstallerAgent <\/strong>application located at <\/strong>in<\/em>:
Macintosh HD\/Library\/Application Support\/Adobe\/Adobe Desktop Common\/RemoteComponents\/UPI\/UnifiedPluginInstallerAgent<\/em><\/p>\n

Windows: <\/strong>Right-click on the *.CCX<\/strong> file, choose Open with <\/strong>\u25b8<\/em><\/strong> More applications<\/strong>, scroll down and find to search for another app on this PC<\/em>, then find the file:<\/p>\n

C:\\Program Files (x86)\\Common FilesAdobeAdobe Desktop Common\\UPI\\<wbr \/>AdobePluginInstallerAgent<\/em><\/p>\n

and select AdobePluginInstallerAgent<\/strong>.<\/p>\n

<\/strong><\/p>\n

<\/strong><\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”When installing a panel for Photoshop, Creative Cloud does not recognize the CCX file.” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” open=”off”]<\/p>\n

Make sure that the *.CCX file is located on the same disk as Adobe Photoshop and Adobe Creative Cloud, as described in the section “Unrecognized CCX file”.<\/span><\/p>\n

[\/et_pb_accordion_item][et_pb_accordion_item title=”When installing a panel for Photoshop, the error Code 2 in Creative Cloud appears.” _builder_version=”4.23.1″ _module_preset=”default” border_radii=”off|||20px|20px” global_colors_info=”{}” open=”off”]<\/p>\n

This is a file system error. Either you don’t have the necessary permissions on the folder where the CCX file is located, or your hard disk is running out of free storage space. Free up some space on your disk, and make sure you have sufficient rights to the folder containing the *.CCX file, restart Adobe Creative Cloud, and then try installing the panel again.<\/span><\/p>\n

[\/et_pb_accordion_item][\/et_pb_accordion][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Header” _builder_version=”4.21.0″ _module_preset=”default” background_color=”gcid-8020c5c5-3063-43d3-92c5-9fcdd948cb76″ locked=”off” collapsed=”on” global_colors_info=”{%22gcid-8020c5c5-3063-43d3-92c5-9fcdd948cb76%22:%91%22background_color%22%93}”][et_pb_row column_structure=”3_4,1_4″ _builder_version=”4.23.1″ _module_preset=”default” background_enable_image=”off” background_size=”custom” background_image_width=”24%” background_position=”top_right” scroll_fade_enable=”on” scroll_fade=”0|50|50|100|0|100|20%” global_colors_info=”{}”][et_pb_column type=”3_4″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.23.1″ _module_preset=”1e1d467f-e36b-4abe-b9fe-5245f5089995″ header_4_text_color=”#FFFFFF” global_colors_info=”{}”]<\/p>\n

Contact support<\/h4>\n

[\/et_pb_text][et_pb_text _builder_version=”4.23.1″ _module_preset=”47503d89-9872-4ff3-ab61-cbc3e316df2c” header_text_color=”gcid-266ba876-53e9-43d2-8326-b935293de15e” width=”100%” custom_margin=”||10px||false|false” global_colors_info=”{%22gcid-266ba876-53e9-43d2-8326-b935293de15e%22:%91%22header_text_color%22%93}”]<\/p>\n

Contact us<\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”b19f69a3-0967-4be9-893f-a6fb9f1df39c” text_text_color=”rgba(255,255,255,0.7)” custom_padding=”|0px||||” global_colors_info=”{}”]<\/p>\n

If you have any questions or technical problems, please contact us using the following form. <\/span><\/p>\n

[\/et_pb_text][et_pb_contact_form use_spam_service=”on” recaptcha_list=”Creativeshift|Creativeshift-0″ email=”hello@creativeshift.io” custom_message=”New support request on Creativeshift.io:||et_pb_line_break_holder||||et_pb_line_break_holder|First-name: %%first-name%||et_pb_line_break_holder||Last-name: %%Name%||et_pb_line_break_holder||Email: %%Email%%||et_pb_line_break_holder||||et_pb_line_break_holder||Message:||et_pb_line_break_holder||%%Message%%%” success_message=”Your message was sent. We’ll get back to you as soon as possible.” submit_button_text=”Send” _builder_version=”4.23.1″ _module_preset=”915b6958-bb20-4898-89f7-27e41efea5c9″ button_bg_color=”gcid-266ba876-53e9-43d2-8326-b935293de15e” button_bg_use_color_gradient=”on” button_bg_color_gradient_direction=”270deg” transform_scale_linked=”off” width=”100%” locked=”off” global_colors_info=”{%22gcid-266ba876-53e9-43d2-8326-b935293de15e%22:%91%22button_bg_color%22%93}”][et_pb_contact_field field_id=”first-name” field_title=”First name” fullwidth_field=”on” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_contact_field][et_pb_contact_field field_id=”Name” field_title=”Last Name” fullwidth_field=”on” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”off” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”off” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”off” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off”][\/et_pb_contact_field][et_pb_contact_field field_id=”Email” field_title=”Email Address” field_type=”email” fullwidth_field=”on” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”off” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”off” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”off” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off”][\/et_pb_contact_field][et_pb_contact_field field_id=”Message” field_title=”Message” field_type=”text” fullwidth_field=”on” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”off” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”off” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”off” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off”][\/et_pb_contact_field][\/et_pb_contact_form][et_pb_text _builder_version=”4.23.1″ _module_preset=”b19f69a3-0967-4be9-893f-a6fb9f1df39c” text_text_color=”rgba(255,255,255,0.7)” global_colors_info=”{}”]<\/p>\n

*** We do our best to respond within 24-48 hours on working days between 8 am and 5 pm.<\/em><\/span><\/p>\n

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