FAQs

ArtRage Background 4 ArtRage Tools Overlay

Frequently Asked Questions

If you got ArtRage Lite as a free download with your Wacom Intuos Draw tablet, Wacom has changed their registration process and no longer emails the serial out. You should be able to view your ArtRage serial by logging back into their website and looking in the ‘My Library’ section. If you’re having problems following the steps, see this Wacom registration guide.

If you can’t find it, contact Wacom support and they should be able to help you (unfortunately, we don’t have access to your account with Wacom). If you have used up your downloads, or need to switch from Windows to Mac OSX (or vice versa), just register your serial in our member area to download your software as needed.

We recommend using our ArtRage 4 demo until you get everything sorted.

If you’re seeing strange crashes in Windows 10 when you zoom, rotate, or interact with menus (or other random movements of your stylus or touch gestures) then the culprit is probably Press & Hold for Right Click. This is a tablet and touch input setting that can conflict with tablet drivers and software in strange ways.

  • Go to your Control Panel > Pen and Touch > Change touch input settings
  • Disable or enable ‘press and hold’ (whichever it currently is, change it)



This feature has also caused strange zooming or ‘right clicking’ behaviour with older Wacom drivers and previous versions of Windows.

If you are using ArtRage 3 Studio/Studio Pro and are seeing crashes, this might be due to an incompatible feature that you can disable: ArtRage memory crashes on Windows 10

If you can interact with the menus and buttons, but can’t make any marks on the paper, or can draw fine but can’t use the menus properly, then the problem is usually the tablet driver settings.

If you are using ArtRage for iPad or ArtRage for Android, make sure that you haven’t set it to ignore touch input from your finger or use a different stylus.

If you are using Windows, then the issue is usually tablet drivers. Go to Edit > ArtRage Preferences > Input Devices.

If both Realtime Stylus and Wintab are ticked, this is almost always the problem (ArtRage tries to autodetect the one you need to use, but if the tablet driver or operating system sends the wrong signal, ArtRage can’t use it and appears to not be responding). If only one is ticked, you might need to change to the other one.

  • If you are using a separate graphics tablet to draw on (or a mouse!), turn off Realtime Stylus and restart ArtRage.
  • If you are using a touchscreen device (e.g. a Cintiq or Surface Pro), turn off Wintab and restart ArtRage.
artrage stylus input preferences

Problems Registering in the Member Area

If you are having a problem registering when you attempt to enter your serial number, it is likely to be one of the following issues:

Nothing happens when I enter my serial number

Sometimes the page does not update immediately. If you enter your serial number, the box disappears, and you do not get an error message of any kind, then you have probably registered successfully.

To get the serial number to appear and access your downloads, try:

  • Refreshing the page
  • Logging out and back in again


Serial number already registered

Serial numbers can only be registered under one account. If you get an error message saying that the serial number has already been registered, then you may already have an account under a different email address.

If you cannot find your other account, or do not think you have one, then please contact us and we will look up the details for you.

The serial you entered is not valid

The usual reason is that you are entering a non-ArtRage serial number (e.g. a Wacom Software Download Code), or have a made a mistake in one or more of the digits.

See:

If you never receive a confirmation email on sign up

You will not be able to log back into your member area account until you have confirmed that you own the email address that you used to register with. You can do this by clicking the link in the confirmation email that we send you.

Sometimes the confirmation email is blocked by a spam filter and automatically deleted. Hotmail accounts are the most likely to have a problem.

The other usual reason is that there is a mistake in the email address that you entered and the email is being sent to the wrong address.

If you never receive the link to confirm your registration, contact us and we can approve your account for you.

How can I rescue a PTG painting that won’t open in ArtRage?

If you receive an error message and are unable to open a PTG file, then it probably means that your ArtRage painting was were corrupted at some point. Damaged PTG files usually result from interrupted saves (for example, if the computer shuts down or ArtRage crashes). We will do our best to help troubleshoot the source of ArtRage errors, but usually cannot fix corrupted or partial files.

However, if you can see the image thumbnail then that means that the PNG preview image is intact. If you use File > Import Image File to open the damaged files, then it will import the PNG thumbnail.

This PNG file is the full size of your painting and high quality. It won’t rescue your layers or other paint information, but it will give you something to work with.

Backup Save Files

If crashes happen frequently for any reason, or you are working on an important painting, we recommend turning on the Store Backup Files option. You can find it by going to Edit > ArtRage Preferences > Advanced > Store Backup Files.

Adjust the slider to the number of backups you would like to keep.

Important: This function does not save a duplicate file. Instead, it keeps a history of previous saved versions.

Every time you save, it will delete the oldest backup file, and save the latest changes as a separate file, so if you have made important changes, save twice to update the older back up and the file you are actually working on.

How to I tell what version I am running and whether it is 64 bit?

64 bit about artrage

If you aren’t sure whether you are running ArtRage 4.5 in 32 bit or 64 bit mode, there are two easy ways to find out.

1. Look at the splash screen on start up.

2. Look at the ‘about’ pop up window.

Go to Help > About ArtRage (Ctrl + 1) and look in the bottom right corner of the pop up window.
This is also how to check the version number.

32 bit about artrage

32 bit Photoshop Filters

If you have 32 Bit Photoshop filters that are 32 bit, then these won’t run in 64 bit ArtRage 4.5. However, both OS X and Windows versions have the ability to run in 32 bit mode if they need it.

Mac OS X

On OS X, select the application icon and choose Get Info from the Finder’s File menu, then turn on the 32-bit Mode toggle in the info panel and the app will launch in 32 bit mode.

Windows

On a Windows 64 bit system we install 2 files: ArtRage.exe which is 64 bit, and ArtRage32.exe which is 32 bit.


To open “ArtRage32.exe”:

  • Either locate the shortcut to ArtRage32 in the Start menu
Shortcut to ArtRage 32 Bit in the Start Menu

Shortcut to ArtRage 32 Bit in the Start Menu on Windows 7

  • Or manually open ArtRage32.exe from the folder it is installed to. The file path is Program Files > Ambient Design > ArtRage 4 > ArtRage32.exe
ArtRage32.exe on Windows 7

ArtRage32.exe on Windows 7

I just bought ArtRage and I haven’t received a serial number!

If you purchased ArtRage online through our website then you should receive a purchase confirmation emailing containing a direct download link and a serial number for ArtRage from our store.

If you have purchased the desktop version, there are download links for Windows and Mac OS X and a single serial number you can use on either or both.

If you did not receive a purchase email at all or deleted it

If you do not see an email from us at all, the first thing to do is check your spam folder.

If it’s not there, then give it a couple of hours. Normally it should be received within a few minutes, but in a few rare cases the email delivery could be delayed.

However, if it was blocked from ever reaching you, or if it has since been deleted, contact us directly via our Support form. We will be able to look your purchase details up if you provide the email that you purchased with (or your postal address).

You do not need the download link in the email to install ArtRage, as you can register the serial in our Members Area and download the latest version whenever you wish.

Also See: How do I register my copy of ArtRage?

If you did not purchase ArtRage directly from us, then see How do I find out what my serial number is?

Mac OS X – Crash Issue

We have seen a few instances of a crash when attempting to save a file for the first time on OS X when the save file dialog tries to open, and may occur in other situations where a file dialog is trying to open.

Cause:

In many cases this crash appears to be caused by a bad file in the system. This file is called ‘SCFinderPlugin’ and is located in the Library folder. The crash is actually happening outside ArtRage in an OS system so we don’t know exactly why that file is causing it but it has been known to cause crashes in multiple different applications.

Checking the Crash Log to confirm the problem:

Note: This is optional, you can skip straight to the solution if you like.

You can do a quick check yourself in the crash log to see if this specific crash is the problem you are experiencing. To do this:

  1. When the application crashes, select the Report button. A window with a crash log appears.
  2. Near the top of the crash log text, look for a line that starts with: ‘Crashed Thread:’.
  3. This line tells you which system thread crashed (a number) but also indicates the function the crash occurred in. You can ignore the number.
  4. If the line contains this text, the crash is probably the one described in this FAQ answer: Dispatch queue: TFSVolumeInfo::GetSyncGCDQueue


Solution:

Removing the file should resolve the crash. You need to locate it and move it out of the library. It may be installed in more than one library location so follow the steps below to locate and remove it.

  1. In the Finder, open the Go menu. If you see a ‘Library’ entry, click it. If you don’t see a Library entry, hold down Option on your keyboard and it should appear, then click it.
  2. In the Library folder, open the ‘Contextual Menu Items’ folder.
  3. If you see it, drag the SCFinderPlugin.plugin file out of that folder to your desktop.
  4. Now open the Macintosh HD, the place you see your Applications folder. There should be a ‘Library’ folder in there too. Open that.
  5. Repeat step 2 and 3 (you may want to put folders on the desktop to contain the duplicate files).
  6. Reboot and try the operation that crashed again.


You should be able to delete the files at this point. As noted above, the file and the crash it causes aren’t part of ArtRage so we don’t know exactly why this is happening, but you may find other applications also becoming more stable after its removal.

If you still have problems: Please send an email to support@artrage.com letting us know, and include a copy of the Crash Log generated when the application crashed. To include that, click the Report button when the crash occurs, copy the crash log text from the crash log window and paste that text in to the email you send us. We will need the crash log before we can help resolve the problem.

Where do I get my serial number for my Wacom tablet?

Wacom bundles ArtRage in two different ways: CD-ROM or software download.

If it was on a CD, then the serial number should be printed on the CD case.

If ArtRage was included as a software download, then there should be a Software Bundle Download Code printed somewhere on the packaging. If you bought an Intuos Draw, see ArtRage Lite – Wacom Users for help locating your SBD code. You would register this code at www.wacom.com, which will then unlock your software downloads and serial numbers.

An email should be automatically generated, containing your ArtRage serial number (it may also be called a registration code or license key), as well as access to your download of ArtRage. You should also be able to log back in at Wacom and view your serial number again.

Once you have your serial number, you can register it in the Member Area and download the latest version of ArtRage directly from us if you wish.

If you are having problems registering with Wacom, then you should contact Wacom support for assistance as we cannot help directly with their registration process.

How do I update ArtRage to the latest version?

Incremental updates are provided freely from time to time for our products. The latest versions may contain bug fixes and/or enhancements, etc.

To download updates you will need to register an account with us at //members.artrage.com unless you are using a mobile iOS version or bought your copy of ArtRage through Steam. Both of these install updates automatically through iTunes and Steam and cannot be registered in the Member Area. All other desktop editions can be registered normally.

There is an internal update check in ArtRage. If you leave this on, the pop up News Panel will inform you if there is a new version, and provide a button to link to the Member Area.

If you have turned the update check off, you can perform it manually through the Help menu.

ArtRage 4

Select ‘Help > Check For Updates’ from the menus inside the product.

ArtRage Studio / Studio Pro

Select ‘Help > ArtRage News and Updates’ from the menus inside the product.

ArtRage 2

To update ArtRage, open ArtRage’s Help menu and click on ‘Check for updates online’.

The old internal update system on ArtRage 2 does not work with our current website. You can download the latest version of ArtRage directly from //members.artrage.com.

ArtRage 2 is an old product. The latest version is 2.6, and there are unlikely to be any future updates.

My Password is incorrect for the Artrage Member Area

Please double check that you have typed your password correctly.

Passwords are case sensitive, ensure your ‘Caps Lock’ key on the keyboard isn’t on.

Ensure that your login email address is also correct and the one you originally signed up on. If you have changed to using a new email account, you will still need to login via the old one first, then update your email details inside.

From the Member’s Area, you can reset your password via the Lost Password. Here you will need to provide your email address, which you originally signed up with. Instructions on how to reset your password will be emailed to your registered email address within a few minutes. Check the Junk Folder of your email inbox, if you haven’t received it. You will need to follow the email’s reset link and change the password after verification.

If you have problems with the reset link, then the most likely reasons that the link does not work are:

  1. It is not the most recent link (if you have tried more than once, make sure you have the most recent email)
  2. The email or browser is cutting off the last part of the link. Try copying and pasting the entire thing into your address bar (make sure it ends in your email address).


If you still get the error message and can not complete the above steps, please contact us via the ArtRage Members Support, let us know the email address of the account you were using to log in.

How do I login to the Member Area?

To login to the Member Area, you will need to have registered. To register with the Member Area:

  1. Go to the ArtRage Member Area or by clicking ‘Member Area’ from the ‘Community’ dropdown navigation bar on the ArtRage website.
  2. Click the ‘Create Account’ button and follow the instructions.
  3. When you have finished, the website will send you an email. Click the link in the email to confirm your registration.


You only need to do this once. Once you have registered, you can log in to the Member Area by entering your email address and the password you chose when you registered on the main page of the Member Area, and clicking the ‘Login’ button.

Please Note: Purchasing ArtRage does not automatically create a Member Area account for you. You will need to register manually if you wish to use the Member Area.

How do I change my password / email address?

To change any of your personal details log in to our Member Area using your old details and you can edit your details at the top of the page.

I’m getting strange behavior / no pressure support when using my graphics tablet with ArtRage

If you’re using ArtRage on Windows and see strange behaviour when using a graphics tablet, try the following: Check that you have the latest version of ArtRage ( Help -> Check for updates online ). If not, download the latest version of ArtRage from our Member Area. Download and install the latest version of tablet software from your tablet manufacturer’s website. If you still have problems, please contact us via the support page so that we can help.

When I start ArtRage 2 Wacom Edition I get: ‘This application will only run on a Wacom tablet’

The way that Wacom tablets are identified changed in recent operating systems, so you may see this error when starting ArtRage.Downloading and installing the latest tablet software from Wacom’s website should correct this, but as we removed the tablet check in Artrage 2.5.20 it is also worthwhile downloading the latest version of ArtRage from our Members Area.

If I get a new computer or upgrade my operating system and lose ArtRage, can I reinstall it?

Yes. As long as you have the serial number, you can re-download ArtRage from the members area and install it again.The application should now launch normally.

Are there any limits to what I can do with the artwork I produce in ArtRage?

Any work you produce with ArtRage is yours to do whatever you like with, including selling your work.

We just provide the tools for you to create art and make no claim to anything you create.

I have OSX and Windows, do I need to buy a copy for each platform?

ArtRage can be purchased for both Windows & OS X – providing you with one serial key, but two download files depending on what version you wish to use.

Your ArtRage license is for a single user, but if you wish to install on more than one platform for your own use you can register your key in the Member Area and download the installer for any of the platforms the product is available on.

Does ArtRage install any additional software such as AdWare

ArtRage does not contain any additional software. It does not contain any adware, spyware or malware of any sort.

We here at Ambient Design respects your privacy and remain unintrusive, even in our demo software. We will not apply any nasty extras or advertising into our products and ensure that there are no viruses in our downloads.

We can not guarantee this if you have downloaded our software from third party websites. Some sites might of repackage our software with something malicious, this is against our policy and illegal to do, but still may happen. We recommend you download the software only from our official site or highly trusted sites. It is ideal to have a good quality virus scanner and firewall installed. For safety, virus scan any downloaded file from the internet first before running it.

If you believe you have been infected, there are various programs that can help ensure your PC is clean and eliminate any nasty spyware, such as:

Disclaimer: We are not affiliated with any of the above software and cannot guarantee that it will always work or remain available.

Are there discounts for buying multiple copies of ArtRage

We do provide discounts for bulk orders of ArtRage. Please let us know the number of installations of ArtRage you would like and we’ll give you a quote.

You can contact us in regards to bulk discounts or visit the Educational section.

I have a previous version of ArtRage, do I get a discount if upgrading

Owners of previous versions of ArtRage including ArtRage 2, ArtRage Studio, Studio Pro, and ArtRage 4 are eligible for a discount on upgrading to the latest version of ArtRage.

For more information, see ArtRage Upgrades.

My registration key / serial number is not accepted when I enter it

If you receive an error indicating that your ArtRage product key is not valid, please check the following…

Note: The serial number can also be known by some as the registration key, license code or product key, it means the same thing.

Unlocking ArtRage

Before you can use ArtRage for the first time you will need to unlock it using your Serial Number. Your Serial Number is a 25 digit number that you should have received when you purchased the product.

If you purchased ArtRage from us online your Serial Number will be in the email that contains your product download link. If you received ArtRage on CD you will need to check the CD cover or the contents of the box it came in.

When you start ArtRage for the first time you will be presented with the Unlock Panel. If you follow the instructions on this panel, enter your Serial Number then click OK the product should be unlocked. If you enter your Serial Number and it does not work please check the number you are entering carefully to make sure there are no mistakes. If you received the number in an email you can copy it from the email and paste it in to the panel using the button provided. If that still does not work please use the ArtRage Support Page to request support.

ArtRage Studio / Studio Pro

ArtRage Studio and Studio Pro serial numbers are 25 characters long, split in to groups of 5. If your serial number is not accepted when you enter it, please make sure you have copied it correctly. You can paste it in to the Unlock panel using the button provided.

ArtRage 2

Artrage keys are 20 digits long, so if you are entering a different number of digits, check that it is being read correctly. If you are copying and pasting the registration key, make sure that you are not copying any additional spaces or additional information, just the key itself.

Common Typo Mistakes

You might have mistyped your product key. Try retyping it carefully, making sure each character is correct.

What you see:It could be:
Letter “O”Number Zero “0”
Letter “I”Number One “1”
Letter “S”Number Five “5”
Letter “B”Number Eight “8”
Letter “W”Two Letters “V” “V”

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