Frequently Asked Questions
If you are seeing crashes in the ArtRage Android apps, you may be able to fix this by following the steps below. Android apps can crash for many reasons, such as lack of memory or corrupted data. If your crash is caused by a bug in ArtRage, we will need to know what happened when you followed these steps, so that we can find and fix the problem.
Before doing any other troubleshooting:
- Check to see if there are any updates available for the app (we may have fixed the problem already!).
- Check how much memory is available on your device (both storage and memory usage when ArtRage is active). If you do not have enough memory left, your device will shut ArtRage down to save memory.
If ArtRage crashes randomly, while starting up, or while creating or working on paintings:
Android apps can crash for a lot of different reasons, including bugs or corrupted resources in the app, operating system bugs or conflicts, and lack of memory. You may be able to fix the problem working through these steps, but if you can’t, you will be able to narrow down the cause and help us troubleshoot more effectively.
- Go to Settings > Application Manager > ArtRage and delete the cache (this will delete any unsaved work, so save your painting first!)
- Go back and delete the Settings (this will delete the licence data and personal preferences, like your last used tools and canvas size, but will not affect your actual paintings).
- Reinstalling the app is also a quick way to reset everything (again, you will not lose your paintings).
If clearing out the app data doesn’t help:
- Browse directly to the ‘/ArtRage’ folder on your device and delete or rename it (if you have any custom presets, you should rename the folder, or save them somewhere). This will clear out any corrupted resources. ArtRage will create a new folder when the app restarts.
If ArtRage only crashes when you go to the gallery:
This is usually caused by either a lack of memory or a corrupted painting. There will usually be a warning notice in the gallery itself if your gallery is too large. The fix is the same for both problems, so it doesn’t matter which one it is.
Browse directly to /ArtRagePaintings on your device and delete or rename it (this is where all your paintings are stored. You should save them somewhere or just rename the folder if you do not want to lose your files). ArtRage will create a new folder when the app restarts.
If you stop seeing any crashes, then you can copy some of your paintings back into the new /ArtRagePaintings folder to work on. If you start seeing crashes again, then either you have added too many paintings or one specific painting is causing the problem and needs to be taken back out again.
If ArtRage still crashes after doing everything else:
If you have followed all the steps above, then you probably can’t fix the problem yourself and will need to contact us.
Contact us directly via the support form. Tell us what device you are using, what operating system version, whether you have followed the steps on this page, and if you have submitted a crash report (we will need to know your device details to identify it).
If you get the option to submit a crash report after a crash, please send it. It gives us data that we can’t get otherwise. If you can spot any pattern (e.g. the crash always happens with a certain preset, painting, or action), please let us know.
If you get the error “An error occurred on attempting to create an object” when installing ArtRage on Mac OSX, you need to drag the ArtRage icon to the Applications folder
This will install ArtRage and allow you to open it.
If you cannot find ArtRage when searching Samsung Apps on your device, this is because you are using an out of date version of the App store.
To Fix This:
- Update Samsung Apps to GALAXY Apps
- Restart your device
- ArtRage should then appear in the store
Unable to Validate License after downloading from the Google Play Store
If you can’t run ArtRage for Android after purchasing from the Google Play Store, are asked to validate it everytime you open the app, or can only run it when connected to the internet, this is usually because ArtRage or the Play Store app is not properly storing or sending the purchase data. This is usually fairly easy to fix following the steps below. Note: Several things can cause this bug to occur or prevent your changes from fixing the problem, so you may have to try a few different things.
Before trying anything else, try just uninstalling the app and reinstalling it again from the Play Store. If this fails, move onto the troubleshooting steps below.
The steps we have found work most reliably are:
- Close ArtRage completely in your active processes
- Clear the ArtRage app data
- Clear the Play Store cache
- Open ArtRage and turn on Wifi to get licence data
- Close ArtRage completely in active processes and turn off Wifi
- Restart the device
We have found that clearing your ArtRage app data and then connecting to wifi to re-validate your app will usually allow you to use the app properly after that but may still give you the licence validation error on start up. Tap ‘retry’ and it should vanish and allow you to use ArtRage. If this happens, then it usually means that you missed one of the steps above, or something else is going on.
Find out how to do the individual steps, and other things you can try:
1. Check the Play Store Account
Are you logged in under the same account that you purchased the app under?
- Open the Google Play Store app
- Touch the Menu icon to see which account you’re currently using.
- To change accounts, touch the dropdown arrow Selector and select a different account.
2. Check Wifi Connection
The Play Store needs an active internet connection to verify your purchase for the first time and every time that the error shows up. Once you have validated your licence, it may work until you restart your device.
To check if the licence validation error is completely fixed, you will need to turn off wifi and restart your device.
3. Clear ArtRage app data
While the problem usually lies in the Play Store app, there is a chance that the ArtRage app data is corrupted and not storing your purchase data properly. We are investigating this issue.
Deleting the app data is basically the same process as for the Play Store app, but note that you’ll lose any current unsaved work.
> Application Manager
> Choose the ‘All’ tab
> Find and open the ArtRage app
> tap ‘Clear > Data’.
> Reboot the device.
4. Clear Play Store App Data
You may need to clear out some of the existing incorrect data in the Play Store App before it notices that you’ve paid for ArtRage.
Make sure that your device is connected to the internet.
Clearing out your Play Store app data
- Check that the Play Store app is up to date. If not, install any updates.
- Clear the cache.
- Go to:
> Application Manager
> Choose the ‘All’ tab
> Find and open the Google Play Store app
> Tap ‘Clear Cache’.
- Restart Google Play
- Reboot your device, and try running ArtRage again.
- Go to:
If it still doesn’t work Clear data as well (this will remove your saved Play Store settings)
- Go back into the app following the steps above, then tap ‘Clear > Data’.
- Restart Google Play
- Reboot your device, and try running ArtRage again.
If you have the automatic backup enabled, it may be overwriting the licence data whenever you restart the device. Try disabling it temporarily to allow the changes to be saved.
5. Turn Google Backup Off
- Go to your device settings
- Find the backup and reset options
- Disable ‘Back up my data’
- Restart the device (you may need to go online to validate the app one final time)
6. Reinstall ArtRage
Uninstalling and reinstalling ArtRage will clear out all the app data and give you a fresh install. This should also update the licence data.
> Application Manager
> Choose the ‘All’ tab
> Find and open the ArtRage app
> Redownload ArtRage from the Play Store (You should not be asked to pay again)
7. Repurchase ArtRage for Android
If you still can’t get it to work, contact us with your order number for a refund. Purchasing ArtRage again gives the Play Store app a second chance at validating the app properly.
(Note: you can get a refund automatically through the Play Store within 15 minutes, if you’re still within that time).
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.
Can’t install on Windows and getting “Disk1.cab has an invalid digital signature”
If you are getting the following error:
A file that is required cannot be installed because the cabinet file C:\Documents and Settings\…\Application Data\Ambient Design\ArtRage Studio Pro\install\disk1.cab has an invalid digital signature. This may indicate that the cabinet file is corrupt.
This is usually a Windows XP issue and has been occurring with increasing frequency since Microsoft stopped supporting this operating system, but also appears on later versions of Windows.
It is due to either the relevant digital certificates not being installed on your computer or a deeper problem on your system. Unfortunately the certificate and verification system are entirely handled by Microsoft, so we cannot help you fix this problem directly.
How to install ArtRage when you get this error
Option 1: Copy the ArtRage files from another computer
The easiest way around it is generally to download ArtRage on a different computer, then save the file to a USB drive and use that to copy it to the computer that you want to install ArtRage to.
You can either install directly to a USB (choosing a location is an option during the install process) or install normally and then find the files by going to:
C: Drive > Program Files (or Program Files (x86) – it can be installed under either) > Ambient Design > ArtRage [Edition Name/Number]
Copy the entire folder and transfer it to the computer that you want ArtRage on.
Option 2: Turn off digital signature checking
The core of the problem is that your Windows installation is unable to contact the certificate provider that can verify the installer’s security certificate. This can happen for a number of reasons and it can be really hard to track down the cause. There are two things that you can try easily that may help:
If your Windows XP machine is unable to connect to the internet, Windows cannot verify the validity of the digital signature in the file. Make sure your machine can connect.
Windows requires that secure installers be verified before installation, which in turn requires that the OS is able to talk to the certificate provider to double check the certificate in the installer file. If your XP machine is unable to connect to the internet, or unable to contact the certificate provider, Windows will generate the error you see.
You can tell Windows not to check the digital signature of the file by turning on ‘Allow software to run or install even if the signature is invalid’ in the Internet Options section of your Control Panel or from Internet Explorer.
- Locate the Internet Options panel which is either in your Control Panel or accessible from Internet Explorer.
- Select the Advanced tab and scroll down the list of advanced options until you find the Security section.
- Look for an item called (or similar to) ‘Allow software to run or install even if the signature is invalid’. Turn that ON.
- Okay the panel.
What this does is tell Windows that the certificate of an application doesn’t need to be checked before installation. This can fix the problem you see, but in some cases Windows ignores that option and checks anyway.
Important: Turning off that option reduces your computer security – If it works for installing ArtRage you may want to turn it back on afterwards.
Option 3: Install the digital signature manually
It is also possible to manually install a verification certificate to allow Windows to verify the file offline, but this is quite complex. You would have to download or copy the certificate from elsewhere to do this.
This option is a lot more complicated and varies with each individual computer, so we may not be able to help directly. You need to:
- Find the certificate number in the error message (they are all different)
- Search online for the file to download (it may be available on Microsoft’s websites somewhere. If not, you will have to use your own judgement – people with the same problem may have shared it. Please be cautious when downloading mystery files from the internet).
Once you have located the correct file, see this articles for step by step assistance installing it to your computer:
Once you’ve updated your certificate, you should be able to run the ArtRage installer normally.
Problems launching ArtRage through Steam
If you are having problems running the Steam version of ArtRage, then there are a couple of common issues that are likely to be to blame.
1. Verify the local file cache:
Locate ArtRage in the Library (under ‘All Software’, ‘All Games’ is selected by default and it’s not listed there). Right click it and select Properties, then select the Local Files tab. On the Local Files page, click ‘Verify Integrity of Application Cache’.
That should check to make sure that the files are all valid.
2. Try turning off the Steam Community options for the app:
Sometimes launching from Steam (which creates a virtual shared disk for their SteamCloud system) has been known to cause crashes in a variety of apps.
To turn this off for ArtRage…
Locate ArtRage in the Library as above, right click it and select Properties. On the General page, turn off ‘Enable Steam Community In-Game’. This tells Steam not to try launching special services when the app is launched.
If you are still having problems, try launching ArtRage without Steam.
iPad App Problems
Almost all problems in the iPad app are caused by low memory. If you are seeing strange behaviour, crashes, error messages, problems exporting, problems drawing, and other difficulties on the iPad App, then you should first try closing all your parked apps.
If you do not know how to do this, then there are instructions here for the different iOS versions: How to clear out your parked apps
Serial number asked for every launch
Some Windows users have reported that every time they start ArtRage they are prompted to enter their Serial Number. This problem indicates that the application is not being given permission by the operating system to store the serial number in the Registry after it is entered.
To solve the problem, you need to launch ArtRage ‘as Administrator’ once and enter the Serial Number, this allows the application to store the number and it won’t ask for it again when you launch it normally.
How you do this depends on the version of Windows you are using:
To launch ArtRage as Administrator:
- Locate the ArtRage executable file ( ArtRage.exe , ArtRage Studio Pro.exe or ArtRage Studio.exe). This is generally found in c:\Program Files (x86)\Ambient Design\.
- Right click the .exe file and choose to Open as Administrator (the exact wording varies depending on your version of Windows).
- ArtRage will now launch and ask for your Serial Number. Enter it and click OK.
- Quit ArtRage and launch it normally. It should start without asking for your serial.
Note that the “Before Windows 8” instructions may work on Windows 8 if you are using Desktop Mode to right click on the ArtRage executable. If you are using the ‘Metro’ screen however, you will need to follow these instructions:
- Open the Start screen (press the Windows button on the device, or your keyboard).
- Start typing ‘ArtRage’ on the start screen to search for it.
- When it appears, right click on the application and look for the ‘Advanced’ option.
- Click on Advanced then select the Run as Administrator option.
If you still have problems: Please contact us via the Support Page for assistance. When you contact us, let us know that you tried these steps, and which version of Windows you are using.
%%String Table Error
Some users have reported an error when launching ArtRage on a non administrator or other secondary account on OS X. When the app is launched, an error appears indicating that an object could not be created and the detail text is ‘%%String Table Error’. The app then needs to be force quit.
This problem indicates that the application is being denied permission to access the files stored inside its contents, this appears to relate to file ownership and if you follow these steps it should be resolved:
- Make sure that you are logged in to the primary account on the computer (the one ArtRage works for) and that the other account is not logged in as well.
- Locate the ArtRage app in the Applications folder (or wherever you installed it). Please make sure you have located the actual application, not a shortcut or item on the dock.
- Right click the ArtRage app and select Show Package Contents from the menu that appears (if right click is not available, hold down the Control button on your keyboard and single click normally on the application). That opens a folder that contains a ‘Contents’ folder. This is inside the ArtRage app bundle.
- Open the Contents folder and you should see a Resources folder. Single click that and Get Info for it by selecting Get Info from the File Menu in the finder, or pressing Cmd + I on your keyboard.
- Locate the ‘Sharing and Permissions’ section of the info panel (it may be closed, click the arrow next to it to open it up).
- Make sure that the ‘Everyone’ permission is set to Read Only or Read and Write. If it says ‘No Access’ change that to Read Only.
- Click the lock icon beneath the permissions list and enter your admin password to allow changes to be made.
- Now click the cog icon just beneath the list of permissions and select ‘Apply to enclosed items’ then click OK.
What we are doing here is changing the permissions of all of the files inside the Resources folder to make sure that they are available for reading by all accounts on your system. You should now try running ArtRage on the secondary account.
If you still have problems: Please contact us via the Support Page for assistance. When you contact us, let us know that you tried these steps, and which version of OS X you are using.
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.
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.
I get a ‘gdiplus.dll’ error when I try to start ArtRage on Windows 2000. How can I fix this?
If you get an error message which refers to gdiplus.dll when you try to launch ArtRage on Windows 2000, you can download the related file here from Microsoft’s site:
When you’ve downloaded the file, run it and it will create two folders, ‘asms’ and ‘idw’. The folder you want is: asms/10/msft/windows/gdiplus
From that gdiplus folder, copy ‘gdiplus.dll’ in to your ArtRage program folder (usually in C:Program FilesAmbient DesignArtRage 2, or C:Program FilesAmbient DesignArtRage Studio Pro etc.). Just make sure that the gdiplus.dll file is in the same location as your ArtRage.exe file (or ArtRage Studio Pro.exe file if you’re using Studio Pro etc.).
The application should now launch normally.