Frequently Asked Questions
Can I install ArtRage 5 on Snow Leopard or Lion?
When we released ArtRage 5, we discontinued support for OS 10.6 and 10.7. This is because we can no longer easily develop programs for these operating systems or fix any problems that might occur, so we do not officially support it anymore. You can let us know if you encounter problems but we may not be able to fix them.
However, ArtRage 5 will actually run on 10.6 and 10.7. This means that you can use the program, but there’s a chance you won’t be able to use a specific feature or install an update at a later date, so you purchase at your own risk. You will always be able to download the latest version of ArtRage 5 from our member area in the future, so if you update your operating system, you will be able to install ArtRage 5 again.
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 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.
What devices and operating systems does ArtRage work with?
ArtRage is compatible with wide range of devices, as well as iOS, Android, Windows and Mac operating systems. While we try and ensure that ArtRage will work with as many systems as possible, some older operating systems will not work with newer editions of ArtRage.
You can see a full overview here: ArtRage Supported Platforms & Devices
I know the model. Can I just ask you if it will work with ArtRage?
Unfortunately we can’t give you a guaranteed answer to every possible device, as we may never have had a chance to use it, or the software may have changed at some point.
If you’re looking at a very specific device, your best bet is probably just asking the forums and see if anyone else has used it successfully.
If you get the opportunity to try the device out, we strongly recommend downloading the ArtRage demo and testing that first.
ArtRage as Bundled Software
ArtRage comes along with the purchase of a number of devices, such as Wacom tablets, Surface Pro Tablets, Adesso Cybertablets and Sony VAIO laptops. We do not have direct control over how ArtRage is packaged, or which the specific devices the retailer bundles ArtRage with, but all the possible devices are fully compatible with ArtRage (barring unusual software configurations, bugs, or out of date drivers). You can learn more about ArtRage as bundled software here.
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.
%%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.
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.
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.