Built-in Program Updater

If you suspect you’ve run into a bug, the very first thing you should do is run the program’s built-in updater: Webgrab.

To do so, while FrameForge Previz Studio is running, go to its HELP menu and choose CHECK FOR PROGRAM UPDATES. If will tell you if there are any available and offer to install them for you if there are. Simply tell it to do so and then see if the issue you are having still exists.


Searchable Manual

Every FrameForge Previz Program is supplied with a full, nearly 300 page manual in PDF form for easy searching. To open the Full Manual simply do the following:

  • Launch FrameForge Previz Studio if it’s not currently running
  • From within FrameForge Previz Studio, click the HELP menu
  • Click the menu item and FULL PROGRAM MANUAL will be opened automatically
  • If you do not already have Adobe Acrobat Reader installed on your computer then go to http://www.adobe.com/reader to get it.

Video Tutorials and Integrated Walk-Through

We have produced a number of video tutorials showing you how to do most of what you’ll be doing in FrameForge… and you should check and see if we have one on the subject you need.

To check out the available tutorials, simply go to the Tutorials Menu within FrameForge and select any of the ones that seem interesting. As these tutorials are hosted on YouTube, an internet connection will be required to view them.

We’re also very proud of our interactive walk-through, a 45 minute guided introduction to FrameForge all run from within the program. This is also available on the tutorial menu and the first time you will select it, it will have to download the walk-through data, but then to run it you will no longer need an internet connection.

Online Community Site

Like the knowledgebase, our online community site is a great resource for support, both directly from Innoventive Software and other users who may have run into and solved the same problems you’re currently having. It is an excellent resource not only for technical help but also new objects, sets, relationships poses, tips and tricks and generally keeping up with what’s going on in the FrameForge word.

Go to the Community Site Now

Okay, if you’re still reading you probably need to talk to us. Before you do, though, here are some tips for getting the best Support …

If you’re still stumped after searching those other resources, then you should contact our support department, but here are some very important tips to ensure that your support is as fast and helpful as you’d like.

You think you’ve found a bug or the program isn’t working as you expect

The VERY first thing our support staff will ask you is if you’re running the very latest version as it may be something we’ve already fixed due to other people reporting it. So before you contact us, make sure you are running the very latest version, even if you’ve just installed the program.

To do so, from within the FrameForge Previz Studio program go to the HELP menu, choose CHECK FOR PROGRAM UPDATES and if it offers you any then please have it download and install them. If it tells you everything is up-to-date then you have the latest. If it does update some files then please verify that the problem still exists before contacting us.

Assuming it does still exist in the current version, see if you can figure out a “recipe” for how to reliably repeat the problem. This is very important because our support staff will need to be able to replicate your issue so they can either tell you, no, that’s not how the program works, do it this way instead, or yes, that’s a repeatable bug and we’ll send it to our development team to fix.

We need your help to help you…

You’d be amazed how many of our support email start with “it’s not working right, what should I do?” to which we always have to respond, “in what WAY is it not working right? What are you trying to do, how are you trying to do it, what operating system are you on, and how is the program behaving differently than you expect?”

Save us both the back and forth by being as clear as possible as to what you think the problem is and give us as much information as possible (answering all the above questions, if possible).

If it’s only happening in one file you will also need to upload that file according to the instructions here and then send an email with the name of the file, the problem you’re experiencing, the operating system you’re using, and very specific instructions as to what to do with and look for in that file.

What to do if you get an Access Violation

If you are getting an Access Violation in atiogl.dll or nvoglnt.dll or some other dll with the letters “ogl” in it then you should know this is not a bug with FrameForge Previz Studio but is rather a bug with the driver for your graphics card’. The “ogl” in that dll stands for “open graphics library” and is the 3D toolkit that your graphics card’s driver supplies for FrameForge to interface with.

The solution is often to upgrade your graphics card’s driver.

 

You have an installation credit issue

Make sure you tell us the name you believe you registered the program under along with your serial number. You can find your serial number on the back of the printed Users Manual if you got one, or in the download installation email you were sent when you first purchased it.

You have some other problem or need help accomplishing something

As always, be as specific as possible, giving us step-by-step instructions as to what you’re doing, how you’re trying to do it, e.g. I use the mouse to click on the Look At button and… or when I press Command+P it does…

Give us as much information as you can about your system, tell us whether it’s Mac or Windows and what flavor (XP, OS X 10.3, Windows 7, etc.), whether your graphics card is reported as underpowered, fully capable or somewhere in between–go to TOOLS -> RECHECK GRAPHICS CARD in FrameForge Previz Studio if you need to refresh your memory on this.

Assuming you’ve updated your program, identified your problem, gotten your serial number (if necessary), you’re ready to e-mail us at support@frameforge3d.com or call 858.270.7515 or fax 858.270.2523. Technical support hours are Monday through Friday 10am – 4pm PST, excluding national holidays and we’ll try to get back to you within 24 hours, often much sooner.

If you email us, remember to add support@frameforge3d.com to your address book or white list to ensure that our reply doesn’t end up in your junk, spam or trash.

FrameForge Previz Studio 3.5 Downloadable Demo

Thank you for your interest in the FrameForge Previz Studio 3.5 program.

The FrameForge Previz Studio Demo is approximately 350MB in size, and thus a broadband connection is highly recommended. It’s this large because it is the actual program with all the capabilities of the Core, Pro and Stereographic Editions of FrameForge Previz Studio 3.5, although it does have some deliberately imposed limitations:

  • No more than 12 items per set
  • No more than 20 shots per project
  • About 20-25% of the World-ready™ Object Library is available (you’ll see icons for all objects in the library with the “missing” ones showing N/A in the corner)
  • All shots will print/export with a FrameForge Previz Studio Demo “watermark” on them.
  • 20 runs Maximum
Get the FrameForge Previz Studio Demo