Knowledge Base

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How to check if you are running on a 64-Bit Operating System?

Windows 7 Open the Start Menu Right-Click on Computer Select Properties You should see the following window. Make sure your that your System Type is: 64-bit Operating System Windows 8

Software Issues
July 10, 2015

Graphic glitch on windows when using NVidia Quadro graphic card

When using an Nvidia Quadro Graphic card on Windows, you may experience graphic glitches. Solution: Disable the Aero desktop theme by right-clicking the desktop, selecting "Personalize" and scrolling to the bottom to select one of the "Basic & High...

Hardware Issues
March 5, 2015

Issues with Space and Command shortcut on Mac

Issue: When using the SPACE + Command shortcut (Adobe style shortcuts) on Mac 1) Is the same shortcut as Spotlight Search in OSX. If you wish to access this key combination inside Toon Boom software you will need to change/disable the key combination for Spotlight. To...

Software Issues
January 8, 2015

Installing the Yosemite Patch

How do I install the yosemite patch? All Toon Boom software is now compatible with Mac OS X 10.10 Yosemite. In order to use the correct version, all you need to do is install the latest version from your user account.

Installation
November 18, 2014

MAC OS 10.9 & 10.10 (Mavericks-Yosemite) Unidentified Developer Error

MAC OS 10.9 (Mavericks) and MAC OS 10.10 (Yosemite) can not confirm the identity of the developer. Default security settings prevent Harmony, Story Board Pro, Animate, Animate Pro, Toon Boom Studio and other products from being launched on Mavericks and Yosemite....

Software Issues
November 4, 2014

MAC OS 10.10 (Yosemite) - Top Bar Menu Refresh Issue

When opening some floating menus, the Top Bar Menu does not appear. Workaround: Click on Top Menu bar to make menu reappear.

Software Issues
November 4, 2014

MAC OS 10.10 (Yosemite) - Timeline Check Box Icon

Check marks primarily in the Timeline are not displaying properly on Mac OS 10.10 (Yosemite). Workaround: In Finder, go to System Preferences>General and  enable "Graphite" appearance instead of "Blue".

Software Issues
November 4, 2014

Transferring a Gift Card

If you have a valid, unredeemed gift card you'd like to transfer, you can simply give your gift code away to someone else. Log on to your profile page on toonboom.com. Print your gift card or send it by email to the desired person.

Procedure
April 2, 2014

Importing Flash and Illustrator files

Instructions When I import SWF or AI files into Animate or Animate Pro why does the function for importing these files appear greyed out? The quick answer to this is because the Library folders are locked. Unlike other file formats that are imported into Animate or...

Software Issues
March 12, 2014

Background not visible when user sprite is used in Bone Animation

Issue Background not visible when user sprite is used in Bone Animation. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2013

How do I start the Activation Wizard?

The Toon Boom Activation Wizard is the application used to activate, install, and manage the license for the product you purchased. The Activation Wizard will guide you through the activation process and act as a bridge between you and the Toon Boom License Server...

Activation
September 24, 2013

How do I transfer a Toon Boom software to another computer?

If you want to transfer your software to another computer, you must:

Software Issues
September 24, 2013

Can I use a Toon Boom product on multiple computers at the same time?

You can install Toon Boom software on more than one machine, however it can only be activated on one machine at a time. If you need to run our Professional products on a different computer, you must first deactivate the license on the current computer, then reactivate...

Installation
September 24, 2013

Can I see some examples of projects done with Harmony?

Definitely! Check out the Showcase and the User Stories to see some examples of productions done with Toon Boom Harmony. Also contact us to find out more!

FAQ
September 24, 2013

What kind of animation can you do with Harmony?

Harmony can do just about any kind of animation pipeline that you’re working on. If you’re doing animation for film, television, or games, then Harmony is right for you. Harmony allows you to create 2D content by scanning, drawing directly in the software, or creating...

FAQ
September 24, 2013

How do I install Toon Boom Harmony Network?

You can get ready for the installation by having your IT department read the Harmony and Your IT Department white paper. However when you’re ready for the actual installation, let Toon Boom know in advance. We’ll have someone from Support on the line to help you with...

Installation
September 24, 2013

How can I get my team up and running quickly?

We usually recommend that you take advantage of our support and training when making a studio switch to a new software or a new version. Toon Boom experts can come in person to verify your IT setup and train the team. We can also do follow-up sessions remotely. It’s...

Installation
September 24, 2013

What are the options available for Harmony Licensing?

Licensing can be sold in different ways, depending on the needs of the studio. You can buy licenses outright, rent them, or buy licenses per project. For more information on licensing, contact us.

FAQ
September 24, 2013

How to Upgrade

After purchasing an upgrade, you will receive an Upgrade Code in your User Account online. In order to use your Upgrade Code, please install the new version on the same computer as the old version. Open the License Wizard: Windows: Start > Programs > Toon Boom...

Software Issues
September 17, 2013

Is product activation related to product registration?

License activation is mandatory to prevent unauthorized use of the product and is required to run the software on your computer, whereas license registration is optional. Registration is recommended so you can access product downloads, product licenses, patches, and...

Activation
September 16, 2013

How do I deactivate a license?

Deactivate License is an action done to return a license to Toon Boom Animation in order to grant the product code a new activation on another machine. Once the license returned, the product will not run anymore on the computer until you reactivate it. Deactivation is...

Activation
September 1, 2013

Instance(s) of Start Dictation Command Appears in Edit Menu

Instructions When using the Mountain Lion OS, version 10.8, with Toon Boom Animation products, a Start Dictation Command appears in the Edit menu. This command does not appear to do anything. Depending on the operation you're doing, it may add more instances of the...

Software Issues
July 10, 2013

Storyboard Pro 4: Loading v2 projects with Final Draft scripts in v4

Issue When loading a project created in Storyboard Pro 2, which contains Final Draft scripts, it may take a while to open the first time in Storyboard Pro 4. When this happens, select the Storyboard view to display the Script. Again, it may some time to open. Once the...

Software Issues
April 2, 2013

Storyboard Pro 4: Templates created with version 1.6 cannot be used

Issue Templates created in Storyboard Pro 1.6 or earlier cannot be used in a project created with Storyboard Pro 4. The following error message will be shown when you use such a template in a project: This template was created using an older version of Storyboard Pro,...

Software Issues
April 2, 2013

Storyboard Pro 4: License.dat file must be manually edited

Issue When configuring a license server using Storyboard Pro 4 on Mac OS X, the license.dat file must be manually edited to replace “this_host” with the actual hostname of the server.

Software Issues
April 2, 2013

Bitmap layers exported to Harmony not visible in Harmony 10

Issue When using Storyboard Pro 4 to export bitmap layers to Harmony, they will not be visible in Harmony 10 if you exported using the Original Scene export style. The animatic export is unaffected and will work fine.

Software Issues
April 2, 2013

How to download software after purchase?

Instructions If you bought a product online, you will immediately receive a confirmation email that includes a link to download your product. Click on the link to download the product you purchased. OR

Procedure
March 22, 2013

For Studio 7.1, DirectX Setting Requires Version 9

Issue The DirectX setting requires that, at a minimum, DirectX version 9 be installed on your machine.

Software Issues
March 19, 2013

Are there boxed versions of any of the Toon Boom products?

Instructions No, our products are only available as a download.

Procedure
March 18, 2013

TBS 7.1 Messages

Content Due to the compatibility of Toon Boom Studio versions 7.0 and 7.1, users will receive a message whenever saving an older project in version 7.1. This message states that the respective project will be converted to version 7.1 and does not constitute an error...

Software Issues
October 25, 2012

Lip-sync is wrong when sound start time is different than zero

Issue Lip-sync is wrong when sound start time is different than zero. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Icons are misaligned on main toolbar in small icon mode

Issue Icons are misaligned on main toolbar in small icon mode. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Error! Cannot reopen saved Sample Project

Issue Error! Cannot reopen saved Sample Project. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Cannot change wrong peg loop value with saved project

Issue Cannot change wrong peg loop value with saved project TBS 7. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Light table does not work when applied on bitmap

Issue Light table does not work when applied on bitmap. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Full Drawing Mode Freeze on Exit

Issue Full Drawing Mode Freeze on Exit. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Workspace menu option greyed-out before creating projects TBS 7

Issue Workspace menu option greyed-out before creating projects TBS 7. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

TBS 7.1 Global Library

Content A new global library will be created for version 7.1. Therefore, the old library will likely have to be added manually. Step-by-step instructions to adding a new global library can be obtained by following this link: http://download.toonboom.com/files/templates...

Software Issues
October 25, 2012

TBS 7.1 Compatibility

Content All projects created with previous versions of TBS will open in 7.1, but not vice-versa! This means that all projects saved in version 7.1 will be converted to the 7.1 file format and therefore will no longer be accessible in version 7.0.

Software Issues
October 25, 2012

TBS 7.1 Licensing

Content Your previously activated version 7.0 license will work correctly to run version 7.1, with no additional steps necessary.

Software Issues
October 25, 2012

TBS 7.1 Preferences

Content The preferences for your former version of Toon Boom Studio will not be remembered in the new version. You will need to re-establish your presets for Toon Boom Studio 7.1.

Software Issues
October 25, 2012

TBS 7.1 Installation

Content Installation of Studio version 7.1 will not uninstall version 7.0. You can continue to use version 7.0.

Installation
October 25, 2012

Cannot rename elements by double-clicking

Issue Cannot rename elements by double-clicking on element. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Recent file titles get squashed in the Welcome screen

Issue Recent file titles get squashed in the Welcome screen. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Workspace menu option greyed-out before creating projects

Issue Workspace menu option greyed-out before creating projects. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Bones envelope layer shows phantom update in Camera view when selected

Issue Bones envelope layer shows phantom updates in Camera view when selected. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Crash while clicking in viewer with Transform tool selected

Issue Crash while clicking in viewer with Transform tool selected when hitting the letter Y. This crash can also occur with the Bone Manipulator tool selected. Solution Bug fixed in TBS 7.1.

Software Issues
October 25, 2012

Crash Runtime error with Minus Max Amount values TBS 7

Issue Crash Runtime error with Minus Max Amount values. Solution Bug fixed in TBS 7.1.

Software Issues
October 22, 2012

How the Activation process works

Instructions When you install Toon Boom software that requires activation, you are asked to perform two tasks:

Activation
September 6, 2012

Mac OS X 10.8 Mountain Lion Installation Instructions

Instructions Mac OS X 10.8 Mountain Lion Toon Boom products can be used on Mountain Lion. However, there is a procedure necessary to lower the security settings when installing the software, running the license wizard, and opening the application for the first time....

Installation
August 31, 2012

How do I deactivate a license?

Instructions Deactivate License is an action done to return a license to Toon Boom Animation in order to grant the product code a new activation on another machine. Once the license returned, the product will not run anymore on the computer until you re-activate it....

Activation
August 31, 2012

How do I start the Activation Wizard?

Instructions The Toon Boom Activation Wizard is the application used to activate, install and manage the license for the product you purchased. The Activation Wizard will guide you through the activation process and act as a bridge between you and the Toon Boom License...

Activation
August 31, 2012

How to Upgrade, Activate or Deactivate your software.

Instructions Choose what you are doing and click on the tutorial link which fits your situation             Individual User, click on tutorial 1 or 2.

Activation
August 31, 2012

How do I activate a site license (server license)?

Instructions This setup is for large scale installation only. The license generated using the product code in the Activation Wizard is installed on a license server (this can be a machine where the product is in use as well). The License Server must be up and running...

Activation
August 31, 2012

Cross-grading from Animate or Animate Pro to Harmony

Instructions If you intend to move from Animate or Animate Pro to Harmony, please contact support@toonboom.com BEFORE you do this.

Activation
August 31, 2012

Upgrading a Network from Animate version 1 to Animate 2

Instructions Existing network customers who wish to upgrade from Animate (or Animate Pro) version 1 to Animate (or Animate Pro) 2 MUST contact Toon Boom Animation through licensor@toonboom.com. PLEASE DO THE FOLLOWING:

Activation
August 31, 2012

Upgrading from Animate version 1 to Animate 2

Instructions

Activation
August 31, 2012

Upgrading a Multi-seat setup from Animate version 1 to Animate 2

Instructions Existing network customers who wish to upgrade from Animate version 1 to Animate 2 MUST contact Toon Boom.

Activation
August 31, 2012

Cross-grading from Animate to Animate Pro 2

Instructions This deals with the two scenarios explained below: Crossgrading from Animate version 1 Crossgrading from Animate 2 Crossgrading from Animate version 1

Activation
August 31, 2012

How do I activate an individual license (local license)?

Instructions Typical Activation Setup The license generated using the product code in the Activation Wizard is installed locally on the computer which you will use the product on.

Activation
August 31, 2012

Returning Animate 1 Product Code by email for an Animate 2 upgrade

Instructions If Animate was activated by email, it is not possible to return the Animate version 1 Product Code by email. YOU MUST DO THE FOLLOWING: Contact licensor@toonboom for more information (open 9-5 Mon-Fri EST) DO NOT start the installation procedure before...

Activation
August 31, 2012

What is a Product Code or License Key?

Instructions A Product Code is another word for the product license. It is a unique code made up of five groups of four alphanumeric characters. The product code is required for activation and registration. During the first launch of your new software, you will be...

Activation
August 30, 2012

What happens if I change the Operating System on my computer?

Instructions As long as you don′t perform a "low-level" reformat of your hard drive, you will not be required to reactivate your Toon Boom product license code. If reactivation is necessary, the product will do it automatically without displaying the License...

Activation
August 30, 2012

Where can I find my Product Code or License Key?

Instructions If you are not able to find your product code (license key), you can log into your account on the Toon Boom Animation website (by using the user name and password that you created when purchasing your software). Once logged in, navigate to the My Products...

Activation
August 30, 2012

Activation request after software was activated on your machine.

Instructions To correctly activate Toon Boom software make sure that the time displayed on your computer is correct. If you receive a message asking you to reactivate your software AFTER it has already been activated, you should confirm that the time and date used by...

Activation
August 30, 2012

Is activation mandatory?

Instructions Yes, you must activate your Toon Boom product to confirm that your product code (license) is valid. If you do not activate your product, it will not work.

Activation
August 30, 2012

What happens if I reformat my computer?

Instructions As long as you re-install the same operating system, you will not be required to deactivate and reactivate your Toon Boom product license.

Activation
August 30, 2012

Is the Product Code restricted to a specific Operating System?

Instructions The Product Code (license) can be used on all supported operating systems, these are listed in the product system requirements. The Product Code is not linked to any specific operating system.

Activation
August 30, 2012

How is the information gathered during activation used?

Instructions Activation consists of the product code that you enter, combined with a unique machine identifier generated by your computer. Only this information is provided to the Toon Boom activation server to ensure that each product is only activated the permitted...

Activation
August 30, 2012

How does activation affect backup and restore tools?

Instructions As long as you restore the same operating system, you will not be required to deactivate and the reactivate your Toon Boom product license. For further inquiries or a more detailed response, please contact support@toonboom.com for assistance.

Activation
August 30, 2012

Using Snapshots to Control Thumbnails for Timeline PDF Output

Instructions When you create a panel (or shot) you are presented with a thumbnail of the image at its default position. If you have added a transform, this may not be the definitive image that you wish to show in the timeline. Furthermore you may wish to show...

Procedure
August 30, 2012

Upgrade License Procedure From Animate to Animate Pro

Instructions This is the specific procedure required when you purchase an upgrade license from Animate to Animate Pro. The Toon Boom Animate Pro upgrade requires a specific license and a specific order of license registration to enable the Animate Pro license...

Procedure
August 30, 2012

What do I need to transfer a Toon Boom software to another computer?

Instructions If you want to transfer your software to another computer, you must:

Activation
August 30, 2012

What can I do with Toon Boom products which require activation?

Instructions Several Toon Boom products can be installed and activated at the same time on the same computer. You can open the License Wizard application to activate all the newly installed Toon Boom software at once. Open the License Wizard by going to one of your...

Activation
August 30, 2012

Installing Toon Boom products on Mountain Lion

Instructions Toon Boom products can be used on Mountain Lion. However, there is a procedure necessary to lower the security settings when installing the software, running the license wizard, and opening the application for the first time. After you have successfully...

Installation
August 13, 2012

Products Supported

Instructions This table lists the Toon Boom products which now support the software activation technology.

Activation
June 20, 2012

What are the specs for uploading my animation to YouTube and Facebook?

Instructions For information on what specifications you need to make your animation export viable for YouTube and Facebook, please refer to the links below: Youtube: http://support.google.com/youtube/bin/static.py?hl=en&page=guide.cs&guide=1728585 Facebook:...

Procedure
June 20, 2012

Wacom mouse unable to select menu commands

Issue When using a Wacom mouse on a Wacom tablet some functions might not work properly. For example, you can draw with the mouse, but you can't select a command from any of the menus. Solution User the stylus (pen) instead of the mouse on the tablet, or switch to a...

Hardware Issues
June 20, 2012

Nature Effects: Reset to default limitations

Issue In a Nature effect when the Reset to Default option is use, the Duration field does not reset. Solution As a temporary workaround, if you don't remember the default value for the duration of your effect, launch Toon Boom Studio again to open a second window. Add...

Software Issues
June 20, 2012

Memory limitation

Issue When playing a preview of your animation, if you perform another function at the same time, such as the undo, the program might freeze. Solution As a temporary workaround, refrain from performing other functions while the preview is playing back. You can stop the...

Software Issues
June 20, 2012

[Bones] Infinite regions cause ordering problems

Issue If you are using bones to create your animation and you experience a problem with the ordering, it may be because the bone's influence is set to Infinite. You may experience this ordering issue right away in the Camera view, or only in a .swf render. Solution...

Software Issues
June 20, 2012

Light Table does not work when applied on bitmaps

Solution You can apply a colour transform effet to the bitmap and play with the multiplicative or additive alpha fields to shade it out. This way it will appear washed out in the Camera view and would allow you to perform a trace.

Software Issues
June 20, 2012

Sound from MPEGs are not imported

Issue MPEGs that have mixed image and sound will not have their sound imported in the software. IMPORTANT: Only MPEG1 can be imported into Toon Boom Studio. Toon Boom Studio does not support MPEG2 and MPEG4. Solution Only export a file that you plan to import into Toon...

Software Issues
June 20, 2012

Can't delete multiple layers from the Xsheet view

Issue I can't delete multiple layers at the same time in Xsheet view. Solution You can delete multiple layers/columns in the Xsheet view by making your multi selection and then going to the Top menu and selecting Element > Delete Element. You can also delete...

Software Issues
June 20, 2012

Transparency is not conserved in PDF and AI imports

Issue When importing a .pdf or .ai with objects filled with semi-transparent colours, the imported objects will not appear in Studio with the semi-transparent fill. Solution The semi-transparent colours will, however, be added into the imported palette. The user can...

Software Issues
June 20, 2012

No sound when exporting a Flash Movie as a Selection or Playback Range

Issue When rendering to .swf, the sound will not be exported properly if the user exports using Selection or Free Playback Range. Solution To properly export a scene with sound to .swf, export the entire scene.

Software Issues
June 20, 2012

Can't change file name of an export in Save As field on Mac

Solution The user must click on the browse button in order to be able to rename their file.

Software Issues
June 20, 2012

Issue with drop shadow and vectorized bitmaps

Issue When a vectorized bitmap with alpha has a drop shadow, the drop shadow appears bigger on import than the actual bitmap. Solution This occurs because the software calculates the entire bitmap, while not taking the transparency into account. If you want to have a...

Software Issues
June 20, 2012

Importing Flash and Illustrator files

When I import SWF or AI files, why does the function for importing these files appear greyed out? The quick answer to this is because the Library folders are locked. Unlike other file formats that are imported into Harmony, SWF and AI files are imported through the...

Software Issues
June 19, 2012

Can I buy an Academic version?

Instructions To be eligible for an Academic version of the software you MUST fulfill one of these criteria:

Procedure
June 19, 2012

Which Mac Operating Systems will Toon Boom Studio run on?

Instructions The Mac Operating System (Mac OS) determines which version of Toon Boom Studio you can run. Other factors may also include RAM and available hard disk space. The following versions of Toon Boom Studio are supported by MacOS: Studio 8.1 Intel® processor...

Procedure
June 19, 2012

Importing Flash and Illustrator files

Instructions When I import SWF or AI files into Animate or Animate Pro why does the function for importing these files appear greyed out? The quick answer to this is because the Library folders are locked. Unlike other file formats that are imported into Animate or...

Software Issues
June 19, 2012

How do I buy a product?

Instructions Go to our website and choose the animation product which suits your needs by reviewing the information on each of our product pages. Videos, tutorials and user stories are all readily available to help you make your decision. In addition, to make things...

Procedure
June 19, 2012

What are my payment options?

Instructions All payment options available for purchasing Toon Boom products are secure and conform to the latest security standards. Credit Cards VeriSign Payment Services allows Visa. PayPal accepts Visa, MasterCard, American Express and Discovery Card. Debit Cards...

Procedure
June 19, 2012

Can I combine Promo codes?

Instructions No, Promo codes can not be combined to get a discount on more than one product. A Promo code is only available on the product it is allocated to in the special offer.

Procedure
June 19, 2012

Screen turns black whenever I try to draw inside Toon Boom Studio

Solution If you are using Studio 5 and the screen turns black when you draw, you will need to do the following: Go to the top menu. Click on Edit > Preferences. In the Preferences window click on the Display tab. Change the renderer from Direct3D to OpenGL. Make...

Software Issues
June 19, 2012

Import Known Issue: Import of multi-layered images

Issue All layers of PDFs and AI formats are imported into one single layer. Solution There is currently no solution for this problem.

Software Issues
June 19, 2012

Import Limitation: JPEG2000 images

Issue JPEG 2000 images created by applications other than QuickTime or Studio can not be imported. Solution Use one of these two products, as a workaround, to export the JPEG 2000 format needed for your project.

Software Issues
June 19, 2012

Export Known Issue: QuickTime Export

Issue QuickTime Export: Even if the sound is removed from the QuickTime options, the exported video has sound. Solution In Toon Boom Studio, in the Timeline view, disable (uncheck) the layer with your sound on it. When you go to make the QuickTime export, you will...

Software Issues
June 19, 2012

Can I buy Toon Boom products in a computer or electronics store?

Instructions No. It is not possible to purchase our products from computer or electronics stores. For your convenience we allow you to purchase from our own secure online store. You can do this from the comfort of your own home, through the internet by going to store....

Procedure
June 19, 2012

What about Promo discounts?

Instructions Occasionally, there will be a Promo code discount associated with an exclusive special. Use the Promo code during the checkout process to get the reduced price for your product.

Procedure
June 19, 2012

Capture device limitation

Issue New capture devices can only be detected at launch of the application. Solution If you connect a new capture device to your computer you must first close the application and reopen it to detect the capture device.

Software Issues
June 19, 2012

Scene Planning Known Issue: Function Editor: Copying a keyframe

Issue Function Editor: When copying a keyframe from one cell frame to another, Velocity remains at 100% in the Function Editor. This happens on the third keyframe and then all subsequent keyframes added. Solution Make sure the Velocity keyframes are readjusted...

Software Issues
June 19, 2012

Scene Planning Known Issue: Moving Pivot Points on Drawing Elements

Issue The position of Rotation and Scale pivot points can not be locked. Moving either of these points may affect the position of the other. Solution Before adding any keys to the element, manually adjust the position of the Rotation and Scale pivot points to match...

Software Issues
June 19, 2012

Tablet PC and Windows Vista: Flipping to Portrait mode

Issue Tablet PC and Windows Vista: Flipping to Portrait mode does not work automatically. Solution Change the orientation of the screen manually through the Control Panel > Tablet PC > Orientation settings.

Software Issues
June 19, 2012

Exposure Sheet view: multi-layer selection operations

Issue Exposure Sheet view: Operations (e.g. display, delete, etc...) can not be performed on a multi-layer selection. The operation will only be applied to the layer that was selected first. Solution Use the top menu to delete a multi-layer selection: Element >...

Software Issues
June 19, 2012

The Dropper tool only selects colours on the current layer.

Issue The Dropper tool only selects colour from the current art layer in the Camera and Drawing views. Solution To select colours that are on other art layers, turn on the Apply to Line Art and Colour Art option on the Select tool.  

Software Issues
June 15, 2012

Onion skin opacity value not applied to Texture in TVG.

Issue When real time anti-aliasing is NOT turned on... The onion skin opacity value set in the preferences is not applied to colour textures in TVG drawings, they always stay opaque. Solution Turn on the real time anit-aliasing.

Software Issues
June 15, 2012

Textures inside textured brush strokes are not morphed.

Issue Morphing a brush line that contains line texture will convert the line to a solid fill for the duration of the morphing sequence. Solution Since the morphing technology is meant to work with vector elements and not mapped bitmap elements, try to create a vector-...

Software Issues
June 15, 2012

Crop Frame can't be moved using Translate tool and left mouse button

Issue If you are working in the Camera view, the Crop Frame area can not be moved using the Translate tool and the left mouse button. Clicking in the Camera view will unselect the Crop Module instead. Solution To move the Crop Frame in the Camera view, use the middle...

Software Issues
June 15, 2012

Selecting morphing sublayer drawing doesn't display it in Camera View

Issue If you select a morphing sublayer drawing you will find that it does not display in the Camera View. Solution However, it will display in the Drawing View.

Software Issues
June 15, 2012

Pegs whose children are inside a group can't be (un)collapsed

Issue A peg that is parent to drawing elements that are inside a group will not have the collapse/expand arrow in the Timeline if the peg is outside of the same group. It will not be possible to visually collapse the peg in the Timeline. This only occurs when groups...

Software Issues
June 13, 2012

Animate Pro upgrade is installed and activated but won't run

Issue I just purchased and downloaded Animate Pro from your website. I entered the product code in the Activation Wizard, and got activation confirmation, but the program won't start up. When I click start to start up the program it keeps returning to the Activation...

Software Issues
June 12, 2012

Where can I download the patch for my software?

Instructions There are two ways to obtain your update patch, which method you use depends on how you obtained your software license. If you registered your software online (the license was not given to you by our licensor) do the following:

Software Issues
June 8, 2012

Error - 6001 during installation of the software

Issue This is usually a corruption in the InstallShield folder and prevents the installation of the software. This error will appear as you launch the software installer. Solution You can fix this doing the following:

Software Issues
June 8, 2012

Error (-5006 : 0x80004005) during installation of the software

Solution This error message can be resolved by running setup from within the Add/Remove Programs utility in the Control Panel. To do this on Windows 2000, XP, or Server 2003, perform the following steps:

Software Issues
June 8, 2012

Error message on Mac when opening Storyboard Pro

Issue Could not open /Applications/Toon Boom Storyboard Pro.localized/Toon Boom Storyboard Pro.app/Contents/usa/etc/resolution.conf Solution When this error message appears, do the following to resolve the issue:

Software Issues
June 8, 2012

Slow Performance using bitmaps and textures in Toon Boom Studio

Solution To resolve slow performance issues using bitmaps and textures, you must first ask yourself these questions: Do you experience slow performance in your Toon Boom Studio projects? Do these projects contain a large number of imported bitmaps or vectorized...

Software Issues
June 8, 2012

Troubleshooting Integrated Intel Graphic Cards

Solution If your TabletPC has an integrated graphics card and it occasionally crashes then do one of the following: Install the latest TabletPC drivers Reduce the hardware acceleration setting of your TabletPC Installing the latest drivers: Go to the TabletPC...

Software Issues
June 8, 2012

Looped sounds are discarded when creating symbols.

Issue When a symbol is created from a selection that contains a looped sound, the sound will not be carried to the symbol. Solution Sounds can be looped by editing symbols, but symbols cannot be created from looped sounds.

Software Issues
June 8, 2012

If online activation fails, what do I do?

Solution There is little chance of online activation failing. However, if a failure occurs, please make sure your internet connection is working correctly and verify that the correct product code was entered. If you are still unable to activate the software, please...

Software Issues
June 8, 2012

My Image sequence is empty after rendering

Issue You may encounter the following situation: When you generate an image sequence in PNG format using Toon Boom Studio all the frames that were created come out empty. This occurs when some options were not activated when you performed the render. Solution You can...

Software Issues
June 8, 2012

Licensing issue when upgrading, reformatting or with a new computer

Issue If you upgraded your Windows or Mac operating system, or reformatted your machine without returning your license you may experience some errors. If you bought a new computer and are trying to activate the key without returning the existing one, you will get error...

Software Issues
June 8, 2012

Bamboo Pen: stroke offset in mouse mode

Issue Bamboo Pen tablet (driver 5.2.0-7a) on Windows Vista: Mouse mode causes offset in pen strokes. Solution Some things to consider/take a look at: Tablet profile Display settings Tablet drivers are too old Tablet drivers conflict each others if you have more than...

Hardware Issues
June 8, 2012

No Pressure sensitivity with Wacom Intuos/Cintiq tablets

Issue If you setup user accounts on your machine with limited access to the Preferences and Library you should be aware of the following: You may be unable to obtain pressure sensitivity on the pen with your Toon Boom software. Solution To fix this, run the tablet at...

Software Issues
June 8, 2012

Dragging a template generated from SWF to network discards composite

Issue Dragging a template generated from an SWF file to the network discards the composite. Solution Drag the template to the Timeline so that the drawing element is connected to the existing composite module.

Software Issues
June 8, 2012

Preview Selected Drawing doesn't take Preview Resolution into account

Issue When you use Preview Selected Drawings in the Xsheet the Preview resolution is not taken into account. For example, if you set the preview resolution to 1/4 the preview is still shown at full resolution.

Software Issues
June 8, 2012

It's impossible to install application with non-administrator account

Solution When installing on Windows XP or Vista you need to login as a local administrator to complete the installation. Otherwise this could result in permission errors or no response from the installer. Elevating the privileges from a non-administrator account will...

Software Issues
June 8, 2012

Flicks option causes incorrect behavior with the Wacom tablet

Issue In Windows 7 when the following option is turned on: Use Flicks to Perform Command Action Quick and Easily available in the Control Panel > Pen and Touch > Flicks This results in incorrect behaviour with the Wacom tablet, where the drawing strokes appear...

Software Issues
June 8, 2012

No access to original computer, can I activate a product in new one?

Issue I want to activate the product on a new computer, but can't access the original computer? Solution If access to the original computer is not available, you may not be able to activate software on the new computer. In this case, please contact licenser@toonboom....

Software Issues
June 8, 2012

How to download updates for Toon Boom products?

Instructions Service packs and updates are announced on our website or in the newsletter upon release. To obtain an update or patch for Toon Boom products, you must have a legitimate copy of the product. All service packs and updates are available on the Toon Boom...

Procedure
June 7, 2012

Mac 10.6 Snow Leopard - unsupported codecs - Workaround

Issue When using Toon Boom Studio with Mac 10.6 Snow Leopard the following may occur: Some movie files, even though QuickTime player can open them, contain data that was created using a codec (compressor/decompressor) that is not supported by QuickTime player. For...

Software Issues
June 7, 2012

Difficulties using the Test SWF Movie interface controls

Solution If you encounter difficulties using the Test SWF Movie interface controls you must install the latest version of Adobe Flash Player for the web browser in which the test is opened. After installing it you should be able to access the controls on the next test...

Software Issues
June 7, 2012

Creating a Multiple Point Camera Movement

Instructions Objective: To create camera movements using several different camera positions in Storyboard Pro (version 1). Method: This involves creating a scene with one less panel than there are camera moves. The idea is to use the same imagery and framing over...

Software Issues
June 7, 2012

Problems moving Sound Columns in Xsheet

Issue Moving sound columns around in the Xsheet may not work if some other columns remain hidden. Solution Make sure the columns in Xsheet are not hidden when moving sound columns. All columns MUST be visible.

Software Issues
June 7, 2012

Issue related to hiding sound columns in the Xsheet

Issue In the Xsheet, if you try to hide a sound column it will not work if there is a drawing column between it and another sound column. Solution In the Xsheet view, drag all your drawing columns to one end of the xsheet so that they are effectively grouped together...

Software Issues
June 7, 2012

Dragging and dropping multiple templates causes crash

Issue Dragging and dropping more than one template when at least one of the templates comes from Digital Pro or Solo products causes the application to crash. Solution Digital Pro and Solo templates MUST only be dragged and dropped ONE AT A TIME. You cannot drag and...

Software Issues
June 7, 2012

Importing a QuickTime movie with sound may fail

Issue This occurs randomly on Windows systems if you have QuickTime Pro installed on your computer. When you try to import a QuickTime movie which has a soundtrack it may fail. If it does, then the following error message will appear: "An error occurred while...

Software Issues
June 7, 2012

Unable to import AI files with layers

Issue In Animate 2 and Animate Pro 2 you are unable to import AI files with layers because of a flag that was turned off for the Pdfimport utility. Solution To import your AI Files with Layers, do the following:

Software Issues
June 7, 2012

Apply to Visible Drawing option may not work in the Camera view

Issue The Apply to Visible Drawing in the Paint Tools Properties may not always work in the Camera view because it does not take into account if there is a peg displacement between the layers. Solution Momentarily disable or detach the peg from the layers in question,...

Software Issues
June 7, 2012

Exiting symbols edited in the Library

Issue Playhead returns to the first frame when exiting a symbol after editing it in the Library. Solution Edit the symbol from the Timeline or Camera view.

Software Issues
June 7, 2012

What characters are allowed in username and password, for registering?

Instructions NOTE: Spaces are NOT allowed between characters in either Usernames or Passwords USERNAME: Will be your email address. PASSWORD: The following characters are allowed: a-z A-Z 0-9  _ - % * # $ & ! NOTE: Your password must contain a minimum of 6...

Procedure
June 7, 2012

When using a Wacom Intuos tablet pen tablet loses pressure sensitivity

Solution If you find that you have lost pen tablet pressure sensitivity this will fix the problem: Click Start > Wacom Tablet > Wacom Tablet Preference File Utility. Under All User Preferences, click Remove. Pressure sensitivity is enabled.

Hardware Issues
June 7, 2012

Issues on using Close Previous Editors preference

Issue The Close Previous Editors preference does not get applied when opening an element or effect using the yellow button of the module in the Network. In this case it will not close the previously opened element/effect and will simply open a new one on top of the...

Software Issues
June 7, 2012

The path to access the utransform utility in Windows is incorrect

Issue The path to access the utransform utility in Windows is incorrect as shown on page 5 of the Utilities Guide for Animate 2. Solution If using Windows the correct path is: \Program Files\Toon Boom Animation\Toon Boom Animate 2\nt\bin\ utransform -outformat

Software Issues
June 7, 2012

If Xsheet scrollbar is used, the Open GL view temporarily disappears

Issue In Windows 7 if the Aero GUI is switched on and the Xsheet scrollbar is used, the Open GL view becomes temporarily disabled (either Gray or Black). To restore the view, click on the drawing in either the Xsheet or the Timeline. Solution Disable the Aero GUI. By...

Software Issues
June 7, 2012

Animate Pro 2 returns Animate Pro version 1 Product Code by email

Instructions If Animate Pro version 1 was activated by email, it is not possible to return the Animate Pro version 1 Product Code by email. YOU MUST DO THE FOLLOWING: Contact licensor@toonboom.com for more information. (Open 9-5 Mon-Fri EST). DO NOT start the...

Installation
June 6, 2012

Why can't I select certain frames in the Timeline/Xsheet?

Issue You should be able to avoid this behaviour in Toon Boom Studio v4.0 by going to the Function Editor and unchecking Sync Current Frame. This issue has been resolved in version 4.5 of the software.

Software Issues
June 6, 2012

Animate closes after I enter the PLE key

Issue This is related to limited permissions set for your user account. You should be able to address this in the Windows Vista Start Menu by right-clicking on the application and then using the Run as Administrator function.

Software Issues
June 6, 2012

Issues when using dual monitor setup

Issue When using Animate in a dual monitor setup on the second (right hand side or top most) monitor, the pop up menus in the Tools toolbar appear on the left side of the vertical toolbar. Solution If there is not enough space for the pop-up menu on the screen, it will...

Hardware Issues
June 6, 2012

Scan interface hides behind the application

Issue The popup Scan interface will not come to the front, but instead hides behind the application. Solution Bring the Scan Interface in front by right-clicking on the scan application in the task bar.

Software Issues
June 6, 2012

SWF Import: filenaming issue

Issue .swf files that contain a period in the filename can not be imported. Solution Rename the file and replace the period (".") with an acceptable character like an underscore ("_"). For example: If the file was named interstellar.voyager.swf it...

Software Issues
June 6, 2012

Camera and Drawing View stops working on ATI 4850 when using Direct3D

Issue After rendering some objects, the Drawing and Camera views can become unresponsive when using Direct 3D as a renderer if you have an ATI 4850 video card. Solution Change the renderer to OpenGL in the Preferences Display tab. OR Activate the Disable Hardware...

Software Issues
June 6, 2012

When should I use Pencil lines instead of Brush lines?

Instructions Sometimes it may be more efficient to use pencil lines instead of brush strokes when you are designing your characters. Since a pencil line has a single centre vector line, it allows you to change the thickness of the line uniformly as you are working by...

Software Issues
June 6, 2012

How do I work with velocity in Function Editor in Toon Boom Studio?

Instructions The velocity should be at 0 at the very first frame of your scene and at 100 at the very last frame of your scene. The gap in height between those keyframes that are located in the middle does not change much; the important thing is really the shape of the...

Software Issues
June 6, 2012

Dragging portion of element with keyframes into one with no keyframes

Issue If your element does not have any keyframes created on it and you drag a portion of an element with keyframes on it to this new element, no keyframes will be created in the process of dragging. Solution Use Copy/Paste or Paste Special operations to ensure that...

Software Issues
June 6, 2012

Camera and Drawing Views show refresh problems when using OpenGL

Issue On Vista and Windows 7, the Camera and Drawing view can become unresponsive when using OpenGL as a renderer. Solution Change renderer to Direct3D in the Preferences Display tab.

Software Issues
June 6, 2012

Bone transformations not working on NVIDIA 9800 GT

Issue We now know that if the newest drivers for this card are downloaded and a clean installation of them is performed, this problem should be resolved. When using OpenGL and the Hardware Shaders are on, the bone deformations do not appear correctly on the NVIDIA 9800...

Hardware Issues
June 6, 2012

Application performance issue when no printer is connected on Mac OS

Issue To prevent the Toon Boom software closing unexpectedly after launching it on Mac OS 10.6.3 YOU MUST HAVE A PRINTER CONFIGURED on your machine. So you must either, physically connect a printer or install a virtual one. Solution How to Configure a Virtual Printer:...

Software Issues
June 6, 2012

Create Cycle in Timeline not working with frames for multiple layers

Issue The Create Cycle command in the Timeline does not work with frames for multiple layers. Solution Create Cycle for each layer individually.

Software Issues
June 6, 2012

Issue when using Insert Keyframe on a multiple frame selection

Issue In the Timeline using the Insert Keyframe command on a multi-frame selection only creates a keyframe on one of the frames. Solution Use Xsheet to insert keyframes on a multi-frame selection.

Software Issues
June 6, 2012

"Restore Defaults" with "Vectorize automatically when options change"

Issue Using the "Restore Defaults" operation with "Vectorize automatically when options change" option (Vectorization Parameters) will only restore one change at a time. For example, if you have made changes to more than one option and you try to...

Software Issues
June 6, 2012

New TVGs' default alignment is Centre First Page instead of Centre Fit

Issue The default alignment for newly created TVGs is set to Centre First Page instead of Centre Fit Solution Select the drawing elements then run the following script to set their alignment to Centre Fit:

Software Issues
June 6, 2012

Wrong Velobased curve keyframe value on Copy/paste interpolated frame

Issue When copying/pasting an interpolated frame and thus creating a new keyframe, the Velobased curves get a wrong keyframe value. Solution This is due to the fact that the velobased function is NOT connected to its velocity during the drag&drop/copy&paste...

Software Issues
June 6, 2012

How many Shorts can I submit to the Showcase?

Instructions There is no limit, you can submit as many shorts as you want to. Our selection process determines which shorts are aired.

Procedure
June 5, 2012

Is there a maximum length for a short animation submission?

Instructions There are no restrictions on the length that a short can be. Any limits are related to the file size.

Procedure
June 5, 2012

Sound corruption and off synchronization when importing MP3 files

Issue You may encounter the following situation: Sound corruption and overall mis-synchronization issue with MP3 files you are importing inside of your project. This is due to the fact the MP3 format is a highly compressed format which causes a degradation of the...

Software Issues
June 5, 2012

How do I submit an animation short?

Instructions Step 1: Read our legal Terms and Conditions. Step 2: Write to showcase@toonboom.com and provide the following:

Procedure
June 5, 2012

How long will my short be displayed in the Showcase?

Instructions There is no specific length of time that your Short will be displayed in the Showcase. Shorts are periodically removed to provide space for new work to be showcased.

Procedure
June 5, 2012

How do I return to the download area?

Instructions Go to www.toonboom.com/members page, sign in with the username and password that you created when purchasing your product, then navigate to the My Downloads tab where you will see a list of all your purchased products, along with their corresponding...

Procedure
June 5, 2012

What if my download does not work?

Issue The download server may have been momentarily busy. Please try again. Check if your computer accepts 'Cookies'. If not, please enable this option by going into your 'Control Panel' to 'Internet Options' to 'Security', and then to 'Custom Level'.

Procedure
June 5, 2012

How many computers can I install the software on?

Instructions Each program purchase gives you one license to install on one computer.

Installation
June 5, 2012

How do I register my software?

Instructions If purchased as a download, registration is automatic. Otherwise: Log onto www.toonboom.com/members. Enter your username and password. Click on Product Registration tab and from the drop-down menu, select the product you would like to register. Enter the...

Installation
June 5, 2012

I can't find my license key, what do I do?

Solution If you ordered your software from the Toon Boom online store, you would have received your license key in the confirmation email sent to you. You can also sign into www.toonboom.com, log onto your account and go to the My Downloads page where your product is...

Software Issues
June 5, 2012

Which currencies do you accept?

Instructions We only accept US currency. When you pay with your international credit card, your financial institution will apply the current US dollar exchange rate according to your agreement with the credit card company.

Procedure
June 5, 2012

I ordered the wrong platform. What should I do?

Issue In order to download the correct version of your purchased software, you need to log into the Toon Boom Animation website at www.toonboom.com. When you purchased your product, you were made to create an account with a username and password. This is the username...

Software Issues
June 5, 2012

How can I get a receipt for my purchased items?

Instructions When you complete your order, we will send you an email. Once you complete the purchase process, you can also print the Thank You page.

Procedure
June 5, 2012

What do I do if I get an error message during my transaction?

Solution Read the error message and follow the steps it provides. If you still have problems contact info@toonboom.com for further assistance.

Software Issues
June 5, 2012

What is the maximum file size allowed for the Toon Boom Showcase?

Instructions For optimal results, the resolution of the video file should be 640x360 pixels. The clip should be in QuickTime format, uncompressed with a minimum height of 360 pixels. Files larger than 9MB can be uploaded on the Toon Boom FTP site. Contact showcase@...

Procedure
June 5, 2012

Will I own the rights to my animation, after submitting to Toon Boom?

Instructions Yes, you will still own the rights to your animation short. Please read Toon Boom Animation Inc.'s Terms and Conditions (www.toonboom.com/legal/terms-and-conditions) carefully in order to thoroughly understand your ownership rights. The Terms and...

Procedure
June 5, 2012

Are there specific guidelines for submitting a short?

Instructions No, but please be tasteful. Blasphemous, offensive or derogatory material will not be posted. Stereotypes based on race, culture or religion should be avoided.

Procedure
June 5, 2012

After I download my purchased product, where can I find the file?

Instructions Windows: Depending on your web browser the default location may be your desktop. If not, try going to the Start Up menu and selecting your name (or the name of the user if it is not your name). A window will open with different folders inside. Double-...

Procedure
June 5, 2012

What is the difference between Toon Boom Studio and Toon Boom Animate?

Instructions Toon Boom Animate is intended for advanced or professional users, having much more powerful and advanced features and functions than those of Studio. See the Product Comparison Table for more details: http://www.toonboom.com/products/productComparison.php

Software Issues
June 4, 2012

Is there free support with Toon Boom products?

Instructions Yes, issues related to Installation and Download will be answered by email only and at no charge. Please write to support@toonboom.com

Software Issues
June 4, 2012

How do I order online?

Instructions To order a product online, do the following:

Procedure
June 4, 2012

What are VeriSign and PayPal?

Instructions These are secure online payment services, used online by companies throughout the world. They allow consumers to use their own credit cards or directly debit their bank accounts securely and in confidence.

Procedure
June 4, 2012

Can I pay by cheque?

Instructions Yes. However, the cheque must be received by Toon Boom Animation and cleared by your financial institution prior to the product being provided to you. Other payment options are much faster and give you almost instant access to your purchase.

Procedure
June 4, 2012

Is it safe to use my credit card to purchase Toon Boom products?

Instructions Yes, we are approved by VeriSign and our website uses SSL technology for data encryption. These are secure online payment services, used online by companies throughout the world, allowing consumers to use their own credit cards or directly debit their bank...

Procedure
June 4, 2012

What happens to the information I give to you?

Instructions Toon Boom Animation takes the security of any personal information which you provide to us very seriously. Every precaution is taken to ensure that your rights are not infringed or compromised. Read our Privacy Policy for a complete explanation. The same...

Procedure
June 4, 2012

Do you charge sales tax?

Instructions Canada (except Quebec): 5% on all purchases (total amount) Quebec: 5% GST + 7.5% PST on all purchases Rest of the World and the USA: no tax (we have an exception for California users)

Procedure
June 4, 2012

Do you accept purchase orders?

Instructions The online store cannot accept purchase orders, but North American customers can place purchase orders by fax (+1-514-278-2666) or by email (sales@toonboom.com).

Procedure
June 4, 2012

My credit card information was not accepted, what can I do?

Solution If your credit card information was not accepted, try entering your information again. If the system still does not accept your credit card information, please contact sales@toonboom.com

Software Issues
June 4, 2012

How do I to register for academic status?

Instructions Simply go to http://www.toonboom.com/edu/talp_stepA.php and follow the instructions.

Procedure
June 4, 2012

Is there a time limit to download the software I purchased?

Instructions No, there is no time limit. Once you purchase the software, it is automatically registered in your account and you can download it at any time. There is no expiry date.

Procedure
June 4, 2012

What are the system requirements for Toon Boom products?

Instructions To find out the System Requirements for the Toon Boom product your are interested in, do the following: For Professional products:

Procedure
June 4, 2012

What are Academic Versions?

Instructions Academic versions of our software provide users with full versions of our products at a reduced cost. This is done through the Toon Boom Academic Licensing Program (TALP), which enables schools, students and faculty members to purchase single educational...

Procedure
June 4, 2012

Where can I find the tutorials?

Instructions Most Toon Boom products offer tutorials in the How To, Resources or e-Learning section within their product page on http://www.toonboom.com. The tutorials are listed and explained in this section, as well as other learning resource material, such as our...

Procedure
June 4, 2012

How to view your Storyboard Project in real time

Instructions To view your entire project in real time: In Storyboard select Menu > File > Export to Movie. Select QuickTime Movie (*.mov) and select Options. NOTE: It may be preferable to choose Quarter Size depending on the length of the project and the...

Software Issues
June 4, 2012

What if I need help with Toon Boom products?

Instructions For support package information, go to the Toon Boom Support page (http://www.toonboom.com/support/) to find details about each of our support packages. This contains links to downloads, product forums, eLearning and much much more.

Procedure
June 4, 2012

What does the Next Day Reply online support option offer?

Instructions We guarantee you an answer to your question within 24 hours during regular business days. Email: support@toonboom.com

Procedure
June 4, 2012

How can I get technical support help?

Instructions The Toon Boom Knowledge Base covers most topics which you may have questions about. You can find technical support help throughout the Knowledge Base, including:

Procedure
June 4, 2012

Is it safe to download products from the Toon Boom website?

Instructions Yes! Our site is completely secure and there is no risk to you. You can download any Toon Boom product without concern. Click here to read more about our Privacy Policy.

Procedure
June 4, 2012

Why should I become a member of the Toon Boom family?

Instructions You'll be able to benefit from the many privileges awarded to our members that will keep you at the top of your game! Privileges include: Evaluate software products for free Get discounts and exclusive specials Receive the latest news and announcements...

Procedure
June 4, 2012

I forgot my Toon Boom password or username! How do I get it back?

Instructions If you cannot remember your password or username, do the following: Click on the My Account tab at the top right of the Toon Boom website. The member services webpage opens. Then click on the link: Lost your password / user name? Enter your email address...

Procedure
June 4, 2012

Which product should I consider for a teenager?

Instructions Artistically inclined teenagers who are comfortable with computers should be ready for Toon Boom Studio! Take a look: http://www.toonboom.com/products/toon-boom-studio/

Procedure
June 4, 2012

Help does not show up when using Safari on Mac OS X

Issue You may encounter the following situation: On the Mac OS X Safari web browser, the Toon Boom Studio Help will not load if you try to open it a second time. This results in the Table of Contents never appearing and the Reload/Stop button flickering. Solution To...

Software Issues
June 4, 2012

Only one tablet works when two tablets are connected to the computer

Issue You may encounter the following situation: You may be unable to run two Wacom tablets on a single computer when you are using Toon Boom Studio. Solution You can remedy this by disconnecting one of the tablets. The remaining connected tablet will work correctly.

Hardware Issues
June 4, 2012

Gradient and textures displayed even when they are under Clipping Mask

Issue If a clipping mask is using a drawing that has a gradient colour or a texture for the mask layer, the part painted with the gradient colour or the texture will not be used in the OpenGL or Quartz rendering of the mask. Solution It will render correctly when...

Software Issues
June 4, 2012

Lower sections of Views are Missing

Issue You may encounter the following situation When using Windows, the Views display incorrectly in Toom Boom Studio. All of the windows seem to be chopped off at the bottom. This is caused by the use of third party skin applications like winXP skin or styleXP skin....

Software Issues
June 4, 2012

Quick Preview crashes and synchronisation is lost

Issue You may encounter the following situation: Toon Boom Studio may freeze if you use Quick Preview (return button) when using a large number of bitmaps or large sound files. If your scene contains a large number of bitmaps the render time increases considerably,...

Software Issues
June 4, 2012

Unable to download Toon Boom Studio

Issue You may encounter the following situation: When you are trying to run an older version of Toon Boom Studio on the latest version of Mac OS X, you may experience freezing or crashing issues. Toon Boom software is developed using the latest version of the OS. Older...

Software Issues
June 4, 2012

Why do I have to login each time I change a page on the website?

Issue This problem occurs if your have the security level of your web browser set too high. In this case the information that tells the website you are logged in is not retained. Solution You should be able to remedy this by doing one or both of the following:

Software Issues
June 4, 2012

Toon Boom Studio closes whenever I create a new project

Issue You may encounter the following situation: Toon Boom Studio v3.5 closes without notice whenever you create a project from the Welcome screen or open an existing project. This problem is usually occurs when your video card does not fully support OpenGL. Solution...

Software Issues
June 4, 2012

Difficulties with Tablet PC

Issue Depending on the model of your Tablet PC you may encounter the following situation: The cursor lags behind the position of your pen when you are drawing. This occurs when the computer can not allocate enough resources to the software and may happen with older...

Hardware Issues
June 4, 2012

Mouse cursor does not update properly when changing tools

Issue You may encounter the following situation: After selecting a drawing tool, the mouse cursor does not refresh properly and displays the cursor as an arrow instead of as crosshairs. This makes drawing quite tedious as the stroke appears from the middle of the arrow...

Software Issues
June 4, 2012

I cannot import my movies inside the software

Solution At the present time, Toon Boom Studio supports the following movie formats: QuickTime movies (.mov) iPod movie format (.mv4) Audio Video Interleave (.avi) If your video capture device or the movie you want to import is in any other format then you will need...

Software Issues
June 4, 2012

How to export to EDL for Final Cut Pro

Instructions To export to EDL for Final Cut Pro follow these steps: Go to Menu > Edit > Preferences. Open the Export tab and uncheck the Optimize Still Image Sequence option. Select Menu > File > Export... > EDL/AAF and select the desired options.

Software Issues
June 4, 2012

Can children use the product if they are younger than suggested age?

Instructions Yes, suggested ages are only used as a guide. Each child is different and therefore has various reading, writing and drawing skills as well as different levels of computer skills. Younger children may be able to use the software, especially if they are...

Procedure
June 4, 2012

Boom Time trial version expiration set at zero when installed on Mac

Issue Boom Time is the term given to the period when the trial version will expire. You may encounter the following situation: Boom Time is at 0 when you install Toon Boom Studio Trial version for the first time. This may occur if you do not have administrator rights...

Software Issues
June 4, 2012

Resizing the Drawing or Sceneplanning views, makes partial image loss

Issue You may encounter the following situation:

Software Issues
June 4, 2012

TBS freezes or crashes when running an older version of Mac OS X

Solution To make sure this problem doesn't occur always use the latest version of Toon Boom Studio if you are running with the newest version of the Mac OS. This list shows the Toon Boom versions and the OS they run on: Toon Boom Studio

Software Issues
June 4, 2012

Need QuickTime 5 to be installed when launching TBS

Issue You may encounter the following situation: Toon Boom Studio requires you to install QuickTime 5 even though you have already installed it. The problem is caused by the fact that some of the components were unchecked during the installation of QuickTime. Solution...

Software Issues
June 4, 2012

Boom Time trial version expiration set at zero when installed on PC

Issue Boom Time is the term given to the period when the trial version will expire. You may encounter the following situation: Boom Time is at 0 when you install Toon Boom Studio v3.0 Trial version for the first time. The problem is caused by the fact that the computer...

Software Issues
June 4, 2012

Quick Preview not working or Render does not preview after finished

Issue You may encounter the following situation: The Quick Preview ([Return] key) and flash render does not open the preview window after being performed. This is caused by some QuickTime version 7.1.3 default preferences disabling the playback of Flash movies....

Software Issues
June 4, 2012

Changing Tablets causes the new Tablet to stop working in TBS

Issue You may encounter the following situation: When you disconnect a Wacom tablet from a computer and connect a new tablet, the new one will not work correctly with Toon Boom Studio. You can remedy this by doing one of the following: Reinstall the Wacom driver:...

Hardware Issues
June 4, 2012

Error: "Cannot open Toon Boom Templates.tbc. Invalid library file"

Issue You may encounter the following situation: When running Toon Boom Studio on Mac you may get this error message, "Cannot open Toon Boom Templates.tbc. Invalid library file". This happens when two versions of Toon Boom Studio are installed. Solution To...

Software Issues
June 4, 2012

"There is nothing to install" message appears while installing TBS

Issue You might encounter this message while trying to install Toon Boom Studio or Toon Boom Studio Express on Mac, ''You cannot continue. There is nothing to install". This occurs because there are still some traces of a previous installation of Toon Boom Studio...

Software Issues
June 4, 2012

Error Message displayed while saving a project

Issue Error Message displayed while saving a project: "Error while saving the animation set. Unable to access file xxxxx.tbc.new" You may encounter the following situation: Toon Boom Studio will notify you that there is an error while saving the animation set...

Software Issues
June 4, 2012

[Mac] Quit from Welcome Screen doesn't work

Issue When using a Mac OS the "Quit Toon Boom Storyboard Pro 2" option will not work, and neither will the shortcut for it. This only affects the Welcome Screen. Solution Click on the red circle in the top left corner of the program to quit.

Software Issues
May 31, 2012

Tablet PC: Brush Presets preview not displayed

Issue When using a Tablet PC, the Brush Presets preview fails to display in the Tool Properties window when the Brush tool is selected. Solution n/a

Hardware Issues
May 31, 2012

Layer opacity not supported with textured brush + textured colour

Issue Transparency is not supported for brush strokes made with BOTH textured brush AND a textured or gradient colour pot. This includes layer transparency and transparency inside gradient colour pots Solution n/a

Software Issues
May 31, 2012

Drawings not flushed by optimize project because of a shared element

Issue Using the "Remove unused drawings option" from the Optimize project dialog will not work as it did in the previous version of the software, due to the new project structure. Solution If you are a consulting build client, extract the entire project. This...

Software Issues
May 31, 2012

Export to 3-panel horizontal PDF with camera scale lower than zero

Issue There might be some display issues in exported PDF files when one of the panels contains a camera with a scale lower than zero (flipped both horizontally and vertically). Solution n/a

Software Issues
May 31, 2012

Downloading and Installing Storyboard Pro Service Pack

Instructions SP (Service Pack) is provided FREE of charge to existing Toon Boom Storyboard Pro customers. Downloading the software to your computer If you are a registered user of Storyboard Pro you can download the service pack by:

Installation
May 31, 2012

Apply to Visible Drawings does not work when active layer is empty

Issue Paint Bucket using "Apply to Visible Drawings" does not work when active layer is empty. Solution Make a layer that is not empty, the active layer.

Software Issues
May 31, 2012

Graphic corruption issue may cause Mac OS X to freeze temporarily

Issue Drawing with a texture or dynamic brush causes problems with FSAA enabled. Graphic corruption issue may cause the Mac OS X interface to freeze temporarily. Drawing with a textured brush while using Full Scene Antialiasing causes temporary display corruption...

Software Issues
May 31, 2012

Eyes icon may not correctly indicate whether a layer contains drawings

Issue The eyes icon on the layers indicating whether the layer contains drawings or not, can be inaccurate. The type of eyes displayed may be incorrect. This may occur after copy/paste operations of panels, undo, and then copy/paste once more. Solution n/a

Software Issues
May 31, 2012

Crash when exporting movie to YouTube

Issue Exporting to YouTube format crashes Toon Boom Studio 6.0 Solution Export to QuickTime from Toon Boom Studio and simply upload the clip to your YouTube account manually through your browser. The best compression settings to use when you export would be: H.264 (in...

Software Issues
April 10, 2012

Backward compatibility issues with files saved in SBP2 SP1

Issue If you have installed Storyboard Pro 2 SP1 (service pack1) please be aware of the following: Solution If you have installed Storyboard Pro 2 SP1 (service pack1) please be aware of the following:

Software Issues
April 10, 2012

Storyboard Pro compatibility with Final Cut Pro X

Issue The latest version of Final Cut Pro (Final Cut Pro X) DOES NOT support the import of XML files at this time. WARNING: DO NOT UPGRADE TO FINAL CUT PRO X until such time that they have addressed this issue. Solution WARNING: DO NOT UPGRADE TO FINAL CUT PRO X until...

Software Issues
April 10, 2012

[Mac] Problems when project folder contains special characters

Issue Problems will occur on Mac when working with Storyboard Pro projects whose main folder has been renamed to contain special characters. Errors include: Unable to convert older projects Errors when saving Solution When working on a Mac OS, make sure the project...

Software Issues
April 10, 2012

Drop-down arrow on tool buttons are too small on Windows 7

Issue The arrow used to show the drop down menu to select tools is very small on Windows 7. Solution Select the tools from the dropdown Tools menu in the main menubar. This problem was resolved in Toon Boom Studio Service Pack 1.

Software Issues
April 10, 2012

Onion skin shading not applied to deformed objects with textures

Issue Drawing objects that contain textures or gradients on previous and next frames will not be shaded in the onion skin. Solution n/a

Software Issues
April 10, 2012

Crash when software running while performing a license upgrade

Issue When upgrading a license a crash may occur if: Storyboard Pro is open OR Local License Manager is open OR Network License Manager is open Solution -- ISSUE RESOLVED IN SP1 (service pack1) BEFORE performing an upgrade make sure that ALL of the following are...

Hardware Issues
April 10, 2012

Crash occurs while trying to paint in the Sketch area

Issue Storyboard Pro will crash when you are in a new project and use the Paint or Unpainted tool to click in a new sketch area. Solution ISSUE RESOLVED IN SP1 (service pack1)

Software Issues
April 10, 2012

Layer transparency is disabled when using draw behind

Issue When the Brush Tool is in use with the draw behind option, layer transparency is not displayed in the Camera view. Solution ISSUE RESOLVED IN SP1 (service pack1)

Software Issues
April 10, 2012

Real-time transparency previewing issue with Brush Tool

Issue When drawing on a layer with transparency, the preview does not include the transparency of that layer. For example: Drawing with a black brush on a 50% opaque layer should preview a grayish stroke. Solution n/a

Software Issues
April 10, 2012

Toon Boom Studio does not recognize that iTunes is installed

Issue Problem with Toon Boom Studio not recognizing that iTunes is installed. After selecting Export to iTunes, Toon Boom Studio does not detect if iTunes is installed. A message is given stating that the rendered movie has been sent to the iTunes folder. This occurs...

Software Issues
April 10, 2012

Using Brush tool displays the current layer on top of all other layers

Issue The Brush tool will automatically display the current level on top of all the other ones under the following circumstances: You have Draw Behind setup with the Brush tool AND You are drawing on the BG layer AND There is something on the A layer This is somewhat...

Software Issues
April 10, 2012

Antialiasing causes slow brush stroke drawing

Issue Using the Camera or Drawing view is sluggish. Solution This is often caused by the antialiasing preference being switched on, it should be turned off. To turn off the OpenGL Full Scene Antialiasing option:

Software Issues
April 10, 2012

Issue with displaying documentation in HTML 5 on Mac Mountain Lion

Issue There is an issue with displaying the Storyboard 4 documentation in HTML 5 format on Mac Mountain Lion (10.8) with Safari 6.0. The shell is blank. To work around this, the Local File Restrictions option must be disabled. For more information on Safari 6.0, see...

Software Issues
April 2, 2012

XML QuickTime movies can’t connect when importing in Final Cut Pro

Issue QuickTime movies generated with export to XML (File > Export > EDL/AAF/XML) can’t be connected when importing in Final Cut Pro.

Software Issues
April 2, 2012

Defining sequential filename patterns when exporting

Instructions In Storyboard Pro, it is possible to define sequential file name patterns when exporting to Image Sequence, Bitmap, EDL and AAF (movie files). For example: %4s.%2p.%3f.%4F.tga %4s => shot name on 4 chars (all export formats) %2p => panel name...

Software Issues
January 3, 2012

Downloading and Installing Toon Boom Studio 6 SP1 (Service Pack 1)

Instructions SP1, service pack 1, is provided free of charge to existing Toon Boom Studio 6 customers. These customers should have received the download and installation instructions by email. If however that email is lost you can follow these instructions. Issues...

Installation
January 3, 2012