<< Synapse Main - General Questions - Installation and Updates - Licensing - TroubleShooting + Plugin Issues    Boris Continuum Complete    DigiEffects Delirium    Media100 Final Effects Complete    Panopticum Collection    The Foundry Tinderbox 1, 2, & 3    Digital Anarchy Text Anarchy - Operational Issues General Questions top [5170400] What is Synapse ?   Synapse is a software engine from VDS that allows the Quantel generationQ range operator direct, interactive use of hundreds of professional-grade After Effects plugins from within the iQ, gQ, eQ, QPaintbox, and QEffects environments. Plugins are available from VDS in bundles called Neurons. Conceptually, it works like this: For details, see the main Synapse page. VDS also offers the reQuest file import/export plug-in. [5170404] Where can I find documentation?   After installing Synapse, you can find documentation in C:\Data\Static\DLL_Data\VDS\VDS_Docs. This includes the setup and installation guide, "Synapse_Installation_Guide.pdf", and the user guide, "Synapse_UserGuide.pdf". It also includes text release notes for each update. In addition, you can find documentation on the individual Neuron bundles in C:\Data\Static\DLL_Data\VDS\Plugin_Manuals. There are several exceptions to this (for example, the Sapphire installer installs its documents into C:\Program Files\GenArts\SapphireAE\docs). In these cases, there will be pointers from the "Plugin_Manuals" folder to the proper location. You can also download the Synapse Installation Guide or the Synapse User Guide from the VDS website. [5170408] Can I evaluate Synapse on a trial basis?   VDS can provide you with a temporary Synapse license for evaluation. In addition, most (but not all) of the Neuron bundles have demo versions or demo modes for evaluation. Most of the bundles render with a "watermark" (for example, a red "X") when in demo mode. Some plugins do not appear in demo mode Some plugins vendors provide demo versions of their plugins to VDS, and we include those with Synapse on the Neuron Demo Installer so you can try them out without purchasing them. Other vendors do not have demo versions so unfortunately we are not able to include demonstration versions of those plugins. Here is the list of what is included on the Neurons Demo Installer: Plugin Set Demo Version Included? Boris Continuum Complete Yes RE:Vision Effects Yes Trapcode Shine Yes Tinderbox 1, 2, & 3 Yes Alien Skin Eye Candy Yes Knoll Light Factory No GenArts Sapphire Yes, included on Synapse Installer Text Anarchy Yes Final Effects Complete No Delirium Yes Panopticum No Conoa Yes Furnace Yes FilmFix Yes Digital Film Tools Yes If you later purchase one or more Neuron bundles, VDS will provide you with a permanent Synapse license, and also serial numbers for the Neuron bundles themselves. Please refer to the section on Installation and Updates. [5170412] Will my favorite After Effects plugin work with Synapse?   If your favorite plugin happens to be part of a Neuron Bundle, then it will work if you purchase Synapse with that Neuron Bundle. If not, then it will not work with Synapse. Check the Synapse web page for details on which plugin packages are available. We choose plugin packages based on user input! If you have a favorite killer plugin package that you would love to use in generationQ, let us know - It just may become the next Neuron. [5170416] I purchased plugin package X without purchasing Synapse. Will it work?   Sorry, no. Plugins will work only if purchased through VDS as a Neuron bundle with the Synapse engine. [5170420] What version of Synapse is compatible with what version of Quantel software?   As of the date of this FAQ, Synapse runs on Quantel versions 2.1, 3.0, and 3.5. There were bugs fixed in certain Quantel versions (eg, 2.1 rev 22, and 3.5 rev 3.06). But in general, it's always a good idea to ensure you're running the latest rev of Quantel software. Please check with Quantel Tech Support to ensure that you're running the latest and update if needed. [5170424] Will my plugins process 16 bit clips?   Some plugins handle 16 bit data, whereas others only support 8 bit data. In this case, 16 bit images are converted to 8 bit for processing by the plugin. This is dependent on the individual Neuron bundles and how the corresponding vendors have implemented their plugins. In the Synapse Setup page, you will see the 16 bit formats under "Pixel Formats" if the current plugin supports 16 bit processing. [5170428] Will my plugins process the Alpha (key) Channel?   Yes. In the Synapse Setup page, set "Pixel Formats" to either "8 bit RGBA" or "16 bit RGBA" Installation and Updates top [5170432] How do I install Synapse?   Our "Synapse Entry Level Installer" (Synapse_Entry_Level_Installer.exe) loads Synapse, reQuest, and also the Genarts Sapphire plug-ins if selected. Please refer to the section on "Installing Synapse" in the Synapse Installation Guide. To install the other Neuron Bundles, please use our "Neuron Demo Installer" (Neuron_Demo_Installer.exe) to install demo versions, and use our "Synapse Platinum Installer" (Synapse_Platinum_Installer.exe) to install production (non-demo) versions. Since the Neuron Bundles are developed by different third-party vendors, the installation and licensing process is slightly different for each. Please refer to the section "Installing Additional Neuron Bundles" (and the sections following) in "Synapse_Installation_Guide.pdf for detailed instructions on this. There is also an Excel spreadsheet that summarizes how each Neuron bundle gets installed (this is handy as a reference once you've read the more detailed info in the installation guide). Download the Synapse Products spreadsheet. [5170436] How do I run the installers?   If you've downloaded one of the compressed installer files ("Synapse_Entry_Level_Installer.exe", "Neuron_Demo_Installer.exe", or "Synapse_Platinum_Installer.exe"), start by running it and then unzipping it to the default location, C:\Temp\VDS_Install. You can then run the "Setup.exe" program in that location to start the installer. From here, follow the instructions in the Synapse Installation Guide. If you're using a Synapse installation CD provided by VDS, the installers may already be unzipped to similarly named folders (eg, "Synapse Entry Level Installer"). In this case, you do not need to unzip them as specified above. Just run the "Setup.exe" program in the appropriate folder to start the corresponding installer. You need to run the "Synapse Entry Level Installer" first, to install Synapse, ReQuest, and optionally the Genarts Sapphire plug-ins. You can then run either "Neuron Demo Installer" (for demo versions) or "Synapse Platinum Installer" (for non-demo versions) to install additional Neuron bundles. "Neuron Demo Installer" and "Synapse Platinum Installer" can each be run as many times as you want (for example, you can run "Synapse Platinum Installer" to install Neuron bundle 1, and then later run it again to install Neuron bundles 2 and 3). "Neuron Demo Installer" and "Synapse Platinum Installer" are really just "wrappers" that allow you to select and run one or more of the plug-in vendors' own installation programs (for example, Boris Continuum Complete for Neuron Bundle 1). [5170440] If I am updating to a newer Synapse version, do I need to worry about overwriting any existing settings?   Synapse's data files reside in C:\Data\Static\DLL_Data\VDS\BorisAE. When you update Synapse, your license file ("lservrc") will be left in tact. In addition, when you update Synapse, any Neuron Bundles you have previously installed will be left in tact. [5170444] When I upgrade my Quantel software, will I also need to re-install Synapse and my Neuron bundles?   No, Synapse resides in the C:\Data\Static folder, which is not affected by upgrades of the Quantel software. One exception to this is the Final Effects Complete plug-ins. These plug-ins must be installed under C:\Data\Run, so it’s possible these plug-ins will need to be re-installed after you upgrade your Quantel software. Please run the new Quantel software first and see if the FEC plug-ins still appear. If not, please re-install them following the instructions in the Synapse Installation Guide, section 3i. [5170448] Where can I download the latest Synapse version? You can download the installers from our FTP site. (See Next FAQ on how to access FTP SITE) Sometimes there are newer versions on the FTP site. Or, VDS Tech Support may instruct you to download a specific update from there. On occasion, VDS will instruct you to download a smaller "Synapse Update" containing just specific files to be updated. Such updates are usually in the form of a compressed exe file. Just run the exe to unzip it. Then copy the unzipped file to the appropriate folder as per the instrcutions. [5170452] How do I download from the VDS FTP Site?   NOTE: To access the VDS FTP SITE PLEASE CONTACT: license@videodesignsoftware.com or phone: 631-249-4399 in order to obtain the username and password. [5170456] Do I need to de-install Synapse before installing a new version?   No, you do not need to de-install Synapse before running a new version of "Synapse Entry Level Installer". [5170460] Do I need to de-install a Neuron bundle before installing a newer version?   It's generally safer (and sometimes is required) to de-install a Neuron bundle before updating to a newer version of that bundle. Try de-installing the old version of the bundle using the "Add/Remove Programs" tool in the Windows Control Panel. If this fails, you can check your C:\Data\Static\DLL_Data\VDS\BorisAE folder for sub-folders or files related to the given bundle, and delete them manually. For additional details, refer to the following section: "When I select a plug-in, it renders but displays a watermark on the screen". [5170464] The Synapse installer locks up (freezes) when I try to re-install Synapse.   This should not normally happen, as the Synapse installer doesn't care about previously installed versions. If this does occur, however, the solution is to delete Synapse's installation information from the Windows registry. Please note that editing the Windows registry can cause serious irreparable damage to your system if not done properly. Be sure you understand what the Windows registry is and how to use it before attempting this! To delete the Synapse installation info from the registry, proceed as follows: Open "Start, Run" and type "regedt32" followed by "OK". Find the following area in the registry: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\ Under this area, you will see a numeric key starting with "E4ECA0FB-". Select this key in the registry tree. You will see on the right had side "DisplayName: REG_SZ: Synapse" and some other information. With this key selected, choose "Edit, Delete" in regedt32's menu. After deleting the above key, close regedt32 and run the Synapse installer again. [5170468] Some Neuron bundles do not appear to have demo versions (in other words, they do not appear as options in "Neuron_Demo_Installer.exe").   Most plugin vendors provide demo versions of their plugins to VDS, and we include those with Synapse so you can try them out without purchasing them. Several vendors do not have demo versions so unfortunately we are not able to include those plugins with the Neuron Demo installer. There are no demo versions for the following Neuron bundles: Final Effects Complete, Knoll Light Factory, and Panopticum FX. See can I evaluate Synapse on a trial basis for more details. [5170472] Is there a special procedure for registering the Sapphire plugins from Genarts?   Once VDS has sent you a Sapphire serial number, you can register it using "Start, Run, Genarts Sapphire AE, Install Serial Number". This brings up a menu where you enter your company information and serial number, and then press "Submit" to register over the Internet. If your system does not have Internet access, select the "Authorize manually using another computer's web browser" button, press "Submit", and follow the instructions carefully. Once you've installed the Sapphire plug-ins, they will operate in demo mode for a fixed period of time (assuming you have not entered a serial number as described above). Once this time period expires, you will see a "Genarts Sapphire" watermark when you bring up the plug-ins. To resolve this, you will need to register a serial number as described above. If you've registered your serial number and still see the "Genarts Sapphire" watermark, please be sure you have installed the latest Sapphire version (as of this writing the latest version is 1.061). You can install Sapphire using our Synpase Entry Level Installer. Alternatively, if you just wish to update Sapphire, you can download the latest installer (for After Effects) from: Genarts If you still experience problems with the Sapphire plug-ins, please look at Synapse's "About" page, which lists Sapphire licensing info and may display an error message. You may want to take a screen shot and email the result to VDS. In addition, the C:\Program Files\GenArts\SapphireAE folder contains several useful log files that you may want to email to VDS, including INSTALL.LOG, install_dirs.txt, s_config.text, s_log.text, and sreg.txt. [5170476] I am upgrading my Quantel software from Quantel V1 or V2. How will this affect Synapse?   First, check the location of your plug-ins. In older versions of Quantel software, these resided in C:\Data\Run. The VDS dll files were located in C:\Data\Run\DLL_Code_Release and the Synapse data files were located in C:\Data\Run\DLL_Data\VDS\BorisAE. In later versions of Quantel software (2.1, 3.0, 3.5, etc), the plug-ins were moved to C:\Data\Static. If Synapse is still in C:\Data\Run and you are upgrading your Quantel software, you can simply move Synapse to the new C:\Data\Static location, as follows: - Using Windows Explorer, MOVE the following VDS dll and pdb files from C:\Data\Run\DLL_Code_Release to C:\Data\Static\DLL_Code_Release: VDS_Deint.dll, VDS_Deint.pdb, VDS_BorisAE.dll, VDS_BorisAE.pdb, VDS_ReQuest.dll, and VDS_ReQuest.pdb. Be sure the original copies are not left under C:\Data\Run. - Using Windows Explorer, MOVE the following folders (if they exist) from C:\Data\Run\DLL_Data\VDS to C:\Data\Static\DLL_Data\VDS: BorisAE, Deint, ReQuest, Plugin_Manuals, and VDS_Docs. Be sure the original copies are not left under C:\Data\Run\DLL_Data\VDS. Licensing top [5170482] How do I enter my license?   Synapse has two levels of licensing. The first level is the Synapse license itself, provided to you by VDS (this license consists of one or more lines of text). Synapse requires this to run, and will display a "Need License" message in its menus (on the "progress indicator" button) if this license is not found. The Synapse license is discussed in this section. The second level consists of the serial numbers (sometimes also called "keys" or "licenses") for each Neuron bundle. These originally come from the plug-in vendors, but will be provided to you by VDS. The Neuron bundle serial numbers are discussed in the next section. If you are evaluating Synapse, VDS will provide you with a demo license. If you have purchased Synapse and one or more Neuron bundles, VDS will need your locking code in order to generate a permanent license for you. Use the "echoid.exe" program in C:\Data\Static\DLL_Data\VDS\BorisAE to generate your locking code, and provide this to VDS (full details can be found in the "Licensing" section of "Synapse_Installation_Guide.pdf"). If echoid.exe generates a locking code of 0-0, please refer to this section. Once VDS has your locking code we will provide you with a permanent license. When you run "Synapse Entry Level Installer", you will be prompted towards the end of installation to enter your Synapse license. Assuming your license is one line of text, you can enter it at that point (otherwise follow the instructions below or refer to the "Licensing" section of the Synapse Installation Guide. Alternatively, you can skip this step in the installer (press "Next"), and enter your license later (following the instructions below or referring to the "Licensing" section of "Synapse_Installation_Guide.pdf"). When you run "Synapse Entry Level Installer", you will also be prompted to enter your reQuest license. You can enter this if you have it, or skip this step and enter the license later (please refer to the "Licensing" section of the reQuest FAQ for further details). Your Synapse license is contained in an "lservrc" file in C:\Data\Static\DLL_Data\VDS\BorisAE. You can open this file in Notepad and paste a license (copied from an email from VDS) into it (if the file does not exist, you can create it in Notepad). When you save the file, Notepad may add a ".txt" extension which you will need to remove by renaming the file back to "lservrc" (rather than "lservrc.txt") in Windows Explorer. Full details on licensing can be found in the "Licensing" section of the Synapse Installation Guide. Note also that Synapse saves a log file, "SynapseLicenseLog.txt", to C:\Data\Static\DLL_Data\VDS\BorisAE. If you're having licensing issues, it may be helpful to examine this file and/or email the file to VDS Technical Support. [5170486] What about the second level of licensing, the serial numbers for the individual Neuron bundles?   Most (but not all) Neuron bundles require you to enter a serial number from the original vendor (for example, BorisFX for the BCC plug-ins). Since each bundle originally comes from a different vendor, the procedure is different for each. This is summarized in the section "Further Overview of Neuron Bundles" of the Synapse Installation Guide, and is described in detail for each bundle in the following sections of the Synapse Installation Guide. For some bundles, you will enter the serial number while installing the plug-ins (from "Synapse_Platinum_Installer.exe"). For others, you will enter the serial number using the "Options" button in VDS's "PluginInfo.exe" program. There are also several bundles (Tinderbox 1, 2, and 3, and DigiEffects Delirium) that require you to insert the vendor's CD in your CD drive and then access one of the plug-ins in the corresponding bundle in Synapse. In this case, VDS will ship you the vendor's CD(s) so you can use them for this purpose. Be sure you have read the appropriate sections of the Synapse Installation Guide in detail so you understand the procedure for the bundle(s) you're installing. There is also a spreadsheet that summarizes how each Neuron bundle gets installed and keyed. [5170490] What does a Synapse license look like?   A Synapse license consists of one or more lines of text, and each line usually looks something like the following: 9KNWAI7D6U3FIZMVX4EY86PPGHBXHCZ3FVWOHY5PIUDF29# "40" version "5.3", no expiration date, exclusive Everything including and after the "#" is a "comment", which provides readable info on the alpha-numeric key to the left of the "#". In this case "40" is the "feature id", "5.3" is a version number, and the info to the right tells you the expiration date or whether the license is permanent. Note that this version number for licensing doesn't often change, even when the actual Synapse version number does. Synapse's license feature id's are as follows (you don't generally need to know these, but they are provided here for reference): - Neuron Bundle 1: Boris Continuum Complete (feature # 40) - Neuron Bundle 2: REVision and Trapcode (feature # 41) - Neuron Bundle 3: Tinder Box I, II, III (feature # 42) - Neuron Bundle 4: Eye Candy (feature # 43) - Neuron Bundle 5: Knoll Light Factory and Boris Vector Shapes (feature # 44) - Neuron Bundle 6: Genarts (feature # 45) - Text Anarchy (feature # 46) - Neuron Bundle 7: DigiEffects Delirium (feature # 47) - Neuron Bundle 8: Final Effects Complete (feature # 48) - Neuron Bundle 9: Panopticum (feature # 49) - Neuron Bundle 10: Conoa and Furnace (feature # 50) - Film Fix: (feature # 51) - DFT: (feature # 52) [5170494] Is there a way to verify what licenses I have installed on my system?   Yes, there are two ways. First, you can open your "lservrc" file in Notepad. This file is contained in the folder C:\Data\Static\DLL_Data\VDS\BorisAE, and should not have any filename extension. If the file has a filename extension (such as ".txt"), use Rename in Windows Explorer to remove the filename extension (so the name is exactly "lservrc"), restart the Quantel software, and try the plug-ins again. A second and easier way to verify your licenses is to use the "lsdecode" utility. Do this as follows: Open a Command Prompt window (use "Start, Programs, Accessories, Command Prompt", or if this does not exist, use "Start, Run", then type "cmd" into the "Open:" button, and press "OK"). In the command prompt window, type the following (followed by the "Enter" key): lsdecode -s lservrc This will display info on each Synapse license on your system, as shown in the following screen shot: [5170498] Will I ever require a new license?   Normally when you install a newer version of Synapse, you can use your previous Synapse license. VDS may on occasion require re-licensing for major new Synapse versions in the future, and VDS will inform you if a new license is required with a given update. You may also require a new license if you replace certain hardware components on your generationQ system. In particular, the Synapse license is tied to your Network (Ethernet) Hardware Address. So you may need a new license if you swap out your network card (see also the next item below). [5170502] When I unplug my network cable, Synapse stops working; OR, when I run "echoid.exe" to obtain my locking code, I get a result of "0-0".   On some systems, when the Ethernet cable is not plugged in, Windows will not recognize the Ethernet card. This is a "feature" of Microsoft Windows. Your Locking Code depends your Ethernet (Network hardware) address. In some cases, when your Ethernet cable is not plugged in, Windows cannot find the card, so the license manager reports the Locking Code as "0-0". Since your Synapse license is tied to your Locking Code, it will no longer work. The simplest solution is to make sure your system is always connected to a network. However, that is not an option for some users. Microsoft's solution is to disable "media sensing." The process for turning off media sensing is described here: Microsoft Media Sensing How to disable. Once you disable media sensing, your computer should report a locking code of the form "10-XXXXX", whether or not there is an Ethernet cable connected. Please note that there are some minor side-effects of this procedure, which are described on the Microsoft web page above. Most likely they will not effect the performance of the system. An alternative solution to this is to have VDS tie your locking code to something else besides your network hardware address. To do this, open your "echoid.dat" file (in the folder C:\Data\Static\DLL_Data\VDS\BorisAE) using Notepad. Find the line "0x010", and change it to "0x004" (this locks your license to your Disk Hardware ID). Then save the file and run "echoid.exe" again and provide VDS with the new locking code. VDS can issue a Synapse license based on this new locking code. However, beware that your license will become invalid if you swap out your main disk drive. [521068] Make sure the date and time on your system are correct.   If the date and time on your system are not correct, it may cause problems with your Synapse or other plug-in licenses. You can view and modify the date and time settings under "START>SETTINGS>CONTROL PANEL>DATE AND TIME" TroubleShooting top [5170506] How should I proceed if I'm having problems?   First, please verify that you're running the latest Synapse version. The Synapse version number appears in Synapse's "progress indicator" button when you first bring up Synapse or select a new plug-in. Please check with VDS to see if this is the latest version, and update if needed. You can usually download the latest installer from our FTP. If the "progress indicator" button says "Need License", you first need to enter your Synapse license (please refer to the section on licensing). You should also verify that you're running the latest rev of Quantel software. In general, it's also a good idea to ensure that all your Windows service packs are up to date. You can check for updates at www.windowsupdate.com. You should also check to make sure your C:\Temp folder exists. If it doesn't exist, please create it (using Windows Explorer, or in a Command Prompt Window using "mkdir C:\Temp"). If you have checked all the above items, restarted your Quantel software, and you still have problems, please run our troubleshooting script, "Synapse_Analyze.bat" as follows: Open a Command Prompt window (use "Start, Programs, Accessories, Command Prompt", or if this does not exist, use "Start, Run", then type "cmd" into the "Open:" button, and press "OK"). In the command prompt window, type the following (each line is followed by the "Enter" key): cd C:\Data\Static\DLL_Data\VDS\BorisAE Synapse_Analyze.bat Running this script generates a detailed report file, "Synapse_Analyze.txt" in "C:\Temp". Please email this file to VDS Technical Support for further analysis. You may also want to try restarting the Quantel software with the Control and Shift keyboard keys held down. Refer to the section on resetting Synapse to default settings. One other thing to check for is multiple versions of the Synapse DLL. The Synapse DLL resides in C:\Data\Static\DLL_Code_Release, and is named "VDS_BorisAE.dll". You should not store backup copies of this dll in the same folder (eg, if you've saved an older version as "VDS_BorisAE_Old.dll"). This can cause problems since the Quantel software loads all DLL files in the C:\Data\Static\DLL_Code_Release folder. You can manually check for this and delete any old DLL files, or you can just run the "Synapse_Analyze.bat" script as described above and send us the result, as this will identify any such problem to us. [5170510] When I select a plug-in, I see a "Plugin not found / Please install from vendor's CD" message in Synapse's "Progress Indicator" button.   Please be sure you have installed each Neuron bundle according to the corresponding section in "Synapse_Installation_Guide.pdf". When you run the installer for a given bundle, it will usually ask you for an installation path, which normally should be entered as C:\Data\Static\DLL_Data\VDS\BorisAE\ (there are exceptions to this, such as Final Effects Complete, so be sure to read the installation guide). When Synapse loads the plug-ins, it creates a log file, "Loading_trace.txt", in C:\Temp. This file may help determine where Synapse is looking for the plug-ins and which ones it found, you can email the file to VDS Technical Support. Also, please review the previous section and the section "When I select a plug-in, it renders but displays a watermark on the screen". [5170514] When I select a plug-in, I see a "Need License" message in Synapse's "Progress Indicator" button.   This means there is a problem with your Synapse license. Please refer to the section: How do I enter my license? Also please review this section: Is there a way to verify what licenses I have installed on my system? The following two quick checks are also useful: - In Windows Explorer, open the folder C:\Data\Static\DLL_Data\VDS\BorisAE\. Find the file called "lservrc" - This is your license file. Make sure it does not have a Windows extension such as .TXT or .DAT. It must be called "lservrc" or it will not work. If there is an extension, use "Rename" in Windows Explorer to remove it. - In the same folder, open the "SYNAPSE_LICENSE_SERVER.txt" file in Notepad. It should contain the following text and nothing else: NO-NET If the file is empty, type NO-NET and save the file. [5170518] When I select a plug-in in Synapse, it renders but displays a "watermark" on the screen (for example, a red "X" or colored dots).   This means the plug-in is in demo mode. Once you have purchased the corresponding Neuron bundle, most bundles need to be registered either by entering a serial number, or by running a plug-in in the bundle with the vendor's CD in the drive. The process differs for each bundle since they originate from different vendors. Please read the appropriate section for your bundle(s) in "Synapse_Installation_Guide.pdf" to ensure that you've followed the bundle's installation and licensing procedure exactly. In general, it may cause problems if you've installed more than one version of the same bundle (for example, if you've installed BCC 3.0 in the "Boris Continuum Complete 3.0" folder, and then later installed a newer BCC version in a different folder). You can avoid this problem by always de-installing a given bundle before installing a newer version of it. You also may want to scan your C:\Data\Static\DLL_Data\VDS\BorisAE folder to make sure you don't have multiple copies of a given bundle installed. You can also run the Synapse_Analyze.bat script. If you email us the resulting analysis file it will tell us which exact plug-ins are installed on your system. Some of the bundles (eg, "Conoa", "Delirium", "Eye Candy", and "Text Anarchy") have a separate demo version of the installer (which you can run from our "Neuron Demo Installer"). Once you purchase these plug-ins, you need to de-install the demo version, and then re-install the production version from our "Synapse Platinum Installer". To de-install the demo version of a bundle, you should check for the bundle, in the "Add/Remove" programs tool in the Windows Control Panel. If you find it there, Remove it. If you do not find the bundle in the "Add/Remove" programs tool, you should then check for copies of the demo plug-ins in your C:\Data\Static\DLL_Data\VDS\BorisAE folder. You can do this, for example, as follows: - For Text Anarchy, look for a "Digital Anarchy" or "Text Anarchy" folder. If you find it, delete it. - For Conoa, look for a "Conoa" folder or five Conoa ".aex" files with names such as "conoa-3d-demo-ae4.aex". If you find the folder, delete the folder. If you find the five files, delete the five files. - For Eye Candy, look for a file "ECAE-ENG.aex". If you find it, delete it. - For Delirium, look for a "DigiEffects" folder or ".aex" files with names starting with "DE " (such as "DE Bubbles.AEX"). If you find the folder, delete the folder. If you find the "DE " aex files, delete them. Once you have deleted the demo version of the bundle, you can install the non-demo version (and enter your serial number). [5170522] Are there log files I can look at if I'm having errors?   When Synapse loads the plug-ins, it creates a log file, "Loading_trace.txt", in C:\Temp. This file may help determine where Synapse is looking for the plug-ins and which ones it found. You can email this file to VDS Technical Support. There is also a licensing log file, "SynapseLicenseLog.txt", in C:\Data\Static\DLL_Data\VDS\BorisAE. If you're having licensing issues, it may be helpful to examine this file and/or email the file to VDS Technical Support. In general, the easiest and most thorough way to report problems to VDS is to run the "Synapse_Analyze.bat" script (as described in the section above ). You can then email the resulting C:\Temp\Synapse_Analyze.txt to VDS (along with a description of the problem) for further analysis. [5170526] How Can I Reset Synapse to Default Settings?   To reset the Quantel software, restart the Quantel software and hold down the Control and Shift keyboard keys during startup. There is also a "super reset". To do this, restart the Quantel software and hold down the Control, Shift, and Caps Lock keyboard keys during startup. If you're experiencing a crash or other problems, it's a good idea to try a reset in this manner to see if it clears the problem out. [5170530] I am seeing an error message on the screen and I want to do a "Screen Capture" to email to VDS.   When the error message is displayed, press the "Shift" and "Print Screen" keyboard keys at the same time. Go to the "Start, Programs, Accessories" menu and start "Paint". In Paint, Control + v to paste the screen capture to the canvas. Then do a "File, SaveAs" to save the file (file type JPEG is preferred) and email it to VDS. Plugin Issues - Boris Continuum Complete top [5170538] Which version of Boris Continuum Complete runs with Synapse?   Synapse is compatible with both Boris Continuum Complete 2, Boris Continuum Complete 3, and Boris Continuum Complete 4 (the latter is being released at the end of 2005). If you have an older version and want to upgrade, be sure to check with VDS to see what the upgrade path is (as you may need to purchase a new serial number for the new version of BCC). Also, before installing any new BCC version, be sure you delete the old BCC version. Use "Add/Remove" Programs in the Windows Control Panel, and also be sure to check the C:\Data\Static\DLL_Data\VDS\BorisAE folder and remove any "Boris Continuum Complete" or "Plugins\Boris Continuum Complete" folders from there (for example, if there is a folder "Boris Continuum Complete 3.0", remove it). Once you have deleted the old BCC version you can install the new one. [5170542] gQ crashes when I use the Boris plugins   Be sure you have updated to the latest Synapse version. Also, please review the next section. [5170546] I am not able to access my Boris plugins inside Synapse, or they do not produce any render result on the screen.   BCC 3.0.1 and more recent versions utilize two DLL files: "BCC3 Render Engine16BPC.DLL" and "BCC3 Render Engine 8BPC.DLL". After you install the BCC plugins, you may need to copy these two DLL files from: “C:\Program Files\Boris FX, Inc\Boris Continuum Complete 3.0” to the following location: ”C:\Winnt\System32”. You can use Windows Explorer to copy these DLL files. Please re-copy the DLL’s (as specified above) each time you reinstall BCC. For BCC 4.0, copy the DLL's from the C:\Program Files\Boris FX, Inc\Boris Continuum Complete 4.0 folder to C:\Winnt\System32. If your system does not have a C:\Winnt\System32, try C:\Windows\System32 instead. Please also review the entire "Installing Neuron Bundle 1 - Boris Continuum Complete" section of the Synapse Installation Guide to be sure there isn't something you've missed in terms of installation or set-up. [5170550] I receive the following error when using some BCC3 plugins:   Some BCC plugins require OpenGL, which is disabled by default on some graphics cards. To resolve this, run VDS's "PluginInfo.exe" utility, found in the C:\Data\Static\DLL_Data\VDS\BorisAE\. In PluginInfo.exe, select one of the Boris plug-ins that uses OpenGL (eg, LensFlare), access its Options menu and enable OpenGL. From then on (after OK'ing the Options menu), you should be able to use these plug-ins in Synapse. [5170554] Is it possible to load Boris presets into Quantel?   Unfortunately not. The presets use popup menus to locate and load the preset files, and such popup menus are not presently allowed in the Quantel environment. Plugin Issues - Delirium top [5170562] When I use the Delirium plug-ins, I see a watermark even though I have purchased the plug-ins.   Some of the Neuron bundles, including "Delirium", have a separate demo version of the installer (which you can run from our "Neuron Demo Installer"). Once you purchase these plug-ins, you need to de-install the demo version, and then re-install the production version from our "Synapse Platinum Installer". To de-install the demo version of a bundle, you should check for the bundle, in the "Add/Remove" programs tool in the Windows Control Panel. If you find it there, Remove it. If you do not find the bundle using the "Add/Remove" programs tool, you should then check for copies of the demo plug-ins in your C:\Data\Static\DLL_Data\VDS\BorisAE folder. For Delirium, look for a "DigiEffects" folder or ".aex" files with names starting with "DE " (such as "DE Bubbles.AEX"). If you find the folder, delete the folder. If you find the files, delete them. Once you have deleted the demo version of Delirium, you can use "Synapse Platinum Installer" to install the non-demo version. Note also that when you first access one of the Delirium plug-ins inside Synapse, you will need have the DigiEffects CD loaded into your CD drive (VDS will send you the vendor's CD, which is required to register the plug-ins). [5170566] I don't see the Delirium "TILT" plugins inside Synapse.   The following DigiEffects Delirium plugins are not compatible with Synapse: TILT Camera TILT Far Light TILT Spot Light TILT Point Light TILT Simple Object TILT File Object TILT VMesh Object Plugin Issues - Final Effects Complete top [5170570] I don't see the FEC Time Blend plug-ins inside Synapse.   The following Final Effects Complete plugins are not compatible with Synapse: ICE FE Time Blend, and ICE FE Time Blend FX. [5170574] The Final Effects plug-ins are not accessible in Synapse, or they are accessible but don't render a result.   During the installation of Final Effects Complete, you must specify two different directories to install files into. Please refer to Section 3i of the Synapse Installation Guide, and make sure you have followed all the steps for installing FEC. Plugin Issues - Panopticum top [5170578] I don't see all the Panopticum plug-ins inside Synapse.   The following Panopticum plugins are not supported by Synapse: Panopticum AnimaText 2 Panopticum PAN Array Panopticum PAN Digit Matrix Panopticum PAN Digit Chaos Panopticum PAN Digit Galaxy Panopticum PAN 3D Objects Panopticum PAN Digitalizer Panopticum PAN Morphing Panopticum PAN Rich Typing Panopticum Custom Speed [5170582] I can't access some of my Panopticum custom menus inside Synapse.   The following Panopticum plugins have limitations in Synapse: Panopticum Grid: No access to Custom Grid popup menu Panopticum PAN Lens Pro III: No access to 3D object selection menu Panopticum PAN Lens Pro III, Glass Foam: No access to 3D object selection menu Plugin Issues - Tinderbox top [5170584] I installed the Tinderbox plugins, but they still appear with a watermark.   In some cases, you may need to delete the demo Tinderbox folders before installing the production (non-demo) versions of Tinderbox from our "Synapse Platinum Installer". To do this, delete the following three folders prior to installing the non-demo versions of Tinderbox: C:\Data\Static\DLL_Data\VDS\BorisAE\Tinderbox 1 C:\Data\Static\DLL_Data\VDS\BorisAE\Tinderbox 2 C:\Data\Static\DLL_Data\VDS\BorisAE\Tinderbox 3 Also, be sure to review the section on "3d. Installing Neuron Bundle 3 - Tinderbox 1, 2 and 3" in the Synapse Installation Guide . Pay particular note to the instructions at the end of this section. Each Tinderbox package needs to be registered by inserting the vendor's CD (sent to you by VDS) in your CD drive and then accessing one of the plug-ins in that package. This needs to be repeated for Tinderbox 1, 2, and 3, following the instructions in the above section. [5170588] I installed the Tinderbox plugins, but I am still unable to use Qube, Kaleida, and MinMax.   To use these plugins, you need to go to the Tinderbox website and register. You will receive a registration code which you can enter into the following three registration programs (please exit generationQ before you run these): C:\Static\Run\DLL_Data\VDS\BorisAE\Tinderbox 1\Register Tinderbox 1.exe C:\Static\Run\DLL_Data\VDS\BorisAE\Tinderbox 2\Register Tinderbox 2.exe C:\Static\Run\DLL_Data\VDS\BorisAE\Tinderbox 3\Register Tinderbox 3.exe Also, be sure to review the section on "3d. Installing Neuron Bundle 3 - Tinderbox 1, 2 and 3" in the Synapse Installation Guide. [5170592] When I use my Tinderbox plugins, I do not see my Viewer controls or the Gradient controls.   The Tinderbox Viewer and Gradient controls are custom menus that are not currently supported in Synapse. However, you should have full control over the plugins using the other parameters in the plugin menu. Plugin Issues - Text Anarchy top [5170596] What version of Text Anarchy is compatible with Synapse?   Synapse requires Text Anarchy version 2.12Q. If you install from our "Neuron Demo Installer" (for the demo version) or our "Synapse Platinum Installer" (for the non-demo version) you will be installing version 2.12Q. [5170600] How do I install the non-demo version of Text Anarchy (without watermarks)?   Some of the bundles, including "Text Anarchy", have a separate demo version of the installer (which you can run from our "Neuron Demo Installer"). Once you purchase these plug-ins, you need to de-install the demo version, and then re-install the production version from our "Synapse Platinum Installer". To de-install the demo version of a bundle, you should check for the bundle using the "Add/Remove" programs tool in the Windows Control Panel. If you find it there, Remove it. If you do not find the bundle using the "Add/Remove" programs tool, you should then check for copies of the demo plug-ins in your C:\Data\Static\DLL_Data\VDS\BorisAE folder. Look for a "Digital Anarchy" or "Text Anarchy" folder. If you find it, delete it. Then install the non-demo version from our "Synapse Platinum Installer". Operational Issues top [5170604] When I change settings in a plugin's menu, I do not see changes in the displayed image, nor do I see a keyframe being added above the timeline.   In Synapse version 2.0 and later, expand the Keyframe Graph menu above the timeline until you see a row of buttons above the keyframe graph menu. In this row of buttons, be sure that the "Auto" button is turned on. This ensures that keyframes are created automatically when you change any parameters in the plugin. Please refer to the Quantel documentation, and Quantel Technical Support, for further details. Also, some plugins have multiple keyframe groups (selected using the button below where you selected the current plugin name). Keyframes will only appear for parameters contained in the currently selected keyframe group. Refer to the Synapse User Guide, in the section on "Key-frame Groups", for further details. [5170608] I see field artifacts when I render a plugin.   When you import a clip in QIO, be sure the "fps" and "interlace" buttons are set correctly. Also, in the gQ Configuration page (accessed via the F1 key), be sure your fps and dominance buttons are set correctly. You can also enable or disable Field Rendering using Synapse's Setup page. Refer to "SynapseUserGuide.pdf", in the section on "Field Rendering", for further details. [5170612] Plugins that add shadows or edges to not seem to work.   Some plugins require a key channel to operate properly. In the Synapse menu, go to the Setup page and be sure you have set your Pixel Format to "RGBA" (rather than RGB). Also, be sure you are using a clip that has a key channel. You can also turn on the "K" button (to the right of the "Render" button) to see the key channel result of the plugin. [5170616] I have installed my Neuron bundle(s), but some of the plug-ins appear to be missing when I look for them in QEffects.   Time-based plug-ins (those requiring access to frames other than the current one, such as Slow Motion effects) must reside in QUtility. You will find such plug-ins in QUtility. Here is a partial list of plug-ins that appear in QUtility: Boris Continuum Complete: BCC Jitter BCC Jitter Basic BCC Looper BCC Optical Flow BCC Posterize Time BCC Sequencer BCC Temporal Blur BCC Time Displacement BCC Trails BCC Trails Basic BCC Velocity Remap RE:Vision Effects: FieldsKit Deinterlacer FieldsKit Pulldown FieldsKit Reinterlacer ReelSmart Motion Blur 2.x RSMB 3.x RSMB Pro 3.x RSMB Vectors 3.x Twixtor 3.x Twixtor Pro 3.x ReelSmart Twixtor 2.x SmoothKit Frame Accumulate RE:FILL Offset The Foundry Tinderbox: T_Defield T_Deflicker T_MeltTime T_MotionDetect T_Stutter T_Trail T_Wobble Furnace: F_Kronos 1.0 F_Steadiness 1.0 GenArts Sapphire: S_Feedback S_FeedbackBubble S_FieldRemove S_Flicker S_FlickerMatch S_FlickerMatchColor S_FlickerMatchMatte S_FlickerMchMatteColor S_FlickerRemove S_FlickerRemoveColor S_FlickerRemoveMatte S_FlickerRmMatteColor S_FreezeFrame S_GetFrame S_JitterFrames S_MotionDetect S_NearestColor S_RandomEdits S_ReverseClip S_ReverseEdits S_TimeAverage S_TimeDisplace S_TimeSlice S_TimeWarpRGB S_Trails S_TrailsDiffuse DigiEffects Delirium: DE Channel Delay DE Flow Motion PANOPTICUM: PAN Echo