Frequently Asked Questions
Blurry or wrong resolution interface in ArtRage on Windows 10
If your ArtRage Lite or ArtRage 5 interface is blurry or too large, and creates a new canvas at the wrong resolution, this is usually due to the magnification option in the display settings in Windows 10. You can fix this by telling ArtRage to ignore the custom display settings.
To stop Windows 10 applying a different magnification to ArtRage and reset the interface back to normal:
- Go to the ArtRage.exe file
- Either right click on the ArtRage shortcut and choose ‘More > Open File Location’
- Or browse to C:\Program Files\Ambient Design\ArtRage 5/Lite)
- Right click on ArtRage.exe or ArtRage Lite.exe and choose Properties.
- Go to the ‘Compatibility‘ tab and select ‘Override high DPI scaling behaviour‘
- Make sure that ‘Scaling performed by‘ is set to ‘Application‘.
ArtRage will then ignore the magnification options and calculate interface size based only on your monitor resolution.
Note: High definition support is something we are working on, but we do not have an estimated release time for yet.
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.
If you are seeing severe lag (strokes take a very long time to appear after you make them) while trying to draw on the canvas in Mac OS 10.11 using ArtRage Lite or ArtRage 4, you probably need to update your software to version 4.5.9 (or later). Earlier versions are not compatible with El Capitan.
If you aren’t sure whether this is the issue, go to Help > About ArtRage and check the version number. If it is earlier then 4.5.9, download the updated version from the member area. If it is 4.5.9 or later, then please contact us as you have a different problem.
Note: ArtRage Studio & Studio Pro users will also experience problems if you have not updated to version 3.5.12, but this is a pre-existing compatibility issue that has existed since Mac OS 10.9.
If you are experiencing regular crashes in Windows 10, this is probably due to a known compatibility issue with the multithreading feature. Windows 10 changed this system entirely, so it will no longer work properly in certain versions of ArtRage.
Multithreading allows ArtRage to handle multiple processes at once, so turning it off may cause some slowdowns at larger sizes, but it shouldn’t make too much difference. This feature doesn’t exist in ArtRage 2.
To prevent the crashes in ArtRage 3 Studio or Studio Pro:
Disable multithreading in Edit > ArtRage Preferences
To prevent the crashes in ArtRage 4:
Update to the latest version of ArtRage 4, which is fully compatible with Windows 10.
If you are still seeing crashes when you use menus, gestures, or stylus buttons, see ArtRage crashes with touch or stylus movements on Windows 10
ArtRage supports the two common driver standards for Windows, WinTab and RealTime Stylus. This are the programs that ensure the tablet or touchscreen works properly with ArtRage, allowing you to draw with it.
ArtRage also supports the ‘Precise Tablet’ setting: a high resolution input mode that creates more precise strokes.
Normally, Wintab is supported by desktop-based graphics tablets like the Intuos range, and RealTime Stylus is supported by touchscreen devices. However, it is possible for a specific device to be using the other kind of driver, or to be sending bad data that tells ArtRage it supports Precise Tablet mode, or the opposite tablet driver.
If you are seeing issues with the tablet drivers (e.g. pressure issues, freezes, trouble drawing properly, lag, crashes), the first step is to change the input settings in ArtRage. Sometimes ArtRage is getting conflicting information and only a certain combination of options will work.
Open ArtRage and go to Edit > ArtRage Preferences > Input Settings.
- Make sure that Wintab is ON and Precise Tablet and RealTime Stylus are turned OFF.
- Restart ArtRage and test.
- If that doesn’t help, turn Wintab OFF and RealTime Stylus ON
- Restart ArtRage and test
We also recommend disabling the Windows Ink setting if you are seeing problems, as it can interfere with other programs.
- Go to Start > Wacom Tablet > Wacom Tablet Properties > Mapping tab
- Uncheck “Use Windows Ink” in the bottom left corner
If you are seeing strange behaviour with the menus, or can only use the menus and not draw on the canvas, or are seeing strange zooming, ‘right click’, or unexplainable behaviours, check 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)
If you are still seeing problems after this, you should:
- Check that your tablet drivers are up to date
- See if the same problems appear when only using a mouse or in Safe Mode or with your tablet driver disabled (if they do, it probably isn’t the tablet driver)
- Contact us for help troubleshooting the problem.
My Lines Looked Wobbly and Broken When I Draw in ArtRage 4.5
If you are seeing wobbly, erratic or broken lines as you draw in ArtRage 4.5 then it’s possible that you have left the Snap To Grid feature on. This can remain active even when the Grid is hidden.
Are You Seeing Something Like This?
Turn Snap To Grid Off
To check whether this is the problem, open to the Grid menu from the top menu bar and see if “Snap To Grid” is checked in the pop up box.
You can open the Grid menu either by:
1. Looking for the shortcut on the menu bar along the top
This will open the pop up menu.
2. Find the Grid options under View > Grids
If you need some help navigating the Grids feature, see this guide: Grids in ArtRage 4.5
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.
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.
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:
- When the application crashes, select the Report button. A window with a crash log appears.
- Near the top of the crash log text, look for a line that starts with: ‘Crashed Thread:’.
- This line tells you which system thread crashed (a number) but also indicates the function the crash occurred in. You can ignore the number.
- If the line contains this text, the crash is probably the one described in this FAQ answer: Dispatch queue: TFSVolumeInfo::GetSyncGCDQueue
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.
- 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.
- In the Library folder, open the ‘Contextual Menu Items’ folder.
- If you see it, drag the SCFinderPlugin.plugin file out of that folder to your desktop.
- Now open the Macintosh HD, the place you see your Applications folder. There should be a ‘Library’ folder in there too. Open that.
- Repeat step 2 and 3 (you may want to put folders on the desktop to contain the duplicate files).
- 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 firstname.lastname@example.org 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.
Multi-Monitor Support in Mavericks
Important Note for OS X 10.9 Users:
Changes to the way multi-monitor support is handled in OS X 10.9 Mavericks mean that there is one issue that cannot be resolved internal to ArtRage at this point in time. Changes in 3.5.11 mean that there is one additional issue to consider outside those reported for 3.5.10.
In situations where you have more than one monitor on your computer, and the external monitor is set to be laid out to the right of the main monitor, and ArtRage is launched on the main monitor, panels that appear at the right hand side of the ArtRage window such as Layers and Swatches may not appear when opened.
We have been researching this and at this point it appears to be an OS level problem. There are three workarounds:
- Move the second monitor to the Left of the main monitor in your Monitor Layout (we understand that this is inconvenient if the physical monitor is to the right).
- Move the main ArtRage window to the Second monitor. Note that this may still result in the panels being invisible sometimes.
- Turn off ‘Displays have separate Spaces’ (see below).
10.9 introduces the concept that each Display has its own set of Spaces. This appears to be causing the problem with panels not being visible when opened. To turn this feature off, open up the Settings app from the Dock and in the Mission Control section turn off ‘Displays have separate Spaces’. This causes the different monitors to share the same space and allows panels to open correctly.
In addition, users with multiple monitors may find that panels disappear when dragged off the monitor ArtRage is on if:
- The monitor ArtRage is on is not the main monitor.
- The monitor is laid out to the right of the main monitor.
- ‘Displays have separate Spaces’ is turned on.
Panels should appear again after restarting but may vanish if moved again. To resolve this, please turn off Displays have Separate Spaces in the Mission Control section of the Settings panel (see above).
Please note: ArtRage 4 does not require this setting to be turned off and should work correctly in multi-monitor setups.
Why can’t I import my Photoshop documents?Check that you are not trying to import a CMYK document. ArtRage is an RGB application and does not currently support CMYK.
If you are using the old, free version of ArtRage 2, then you will not be able to import documents with multiple layers as ArtRage Starter Edition does not have layer support.
I’m getting strange behavior / no pressure support when using my graphics tablet with ArtRageIf 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.
Problems drawing with Mavericks (Mac OS 10.9) or Yosemite (Mac OS 10.10)
If you are using ArtRage Studio or Studio Pro on Mavericks or Yosemite and you are seeing the cursor vanishing when you move it over the canvas, or strokes not appearing, or showing significant lag, then you need to download the latest version from our Member Area. This is quite common if you bought a slightly older version of ArtRage through a third party or have not updated recently.
The latest version of ArtRage 3 is 3.5.12. This version includes fixes specifically for Mavericks.But it says I’m up-to-date?
The update check is also buggy in Mavericks. This was fixed in versions 3.5.10 – 3.5.12. Check your version number instead, by going to Help > About ArtRage.
So how do I get the update again?
You can download the latest version anytime you like, as long as you have registered the serial number in our member area.
If you have never registered your copy of ArtRage in the Member Area, it is quite straightforward.
- Find your serial number (You should be able to find your serial in ArtRage by going to Help > Change serial number )
- Go to our Member Area
- Click ‘create account’ and follow the instructions if you haven’t done so before
- Log in, click ‘register’, then enter your serial number and click ‘save’
You should now see your serial number listed with a download button beneath. Click this button to download the latest Windows or OS X version of your software.
If you still have problems, please submit a support request.