We’re Always Here to Help

GETTING STARTED - Before you start using FrameForge®, watch our easy-to-understand interactive tutorial. Run it from within your FrameForge application by clicking on the tutorial menu. Note that the first time you select it, you’ll need an internet connection to download the data, but after that, no connection is necessary.

Need Help? Have A Question?

Everyone needs a helping hand now and again, so we do our best to make sure you get the answers you need. Here are some easy options:

  • Knowledgebase

    Our online searchable Knowledgebase is available 24/7. Just click on the Help menu from within FrameForge and scroll to Online Knowledgebase. It can provide answers to the most common issues with simple, easy-to-understand explanations and solutions.

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  • Think You’ve Found a Bug? Use our Built-in Program Updater

    We're constantly working on improving the program, so the very first thing to do is make sure you're running the latest version!

    1. While FrameForge is running, go to its HELP menu and choose CHECK FOR PROGRAM UPDATES.
    2. The system will tell you if there are any available and will offer to install them for you.
    3. Simply tell the system to update and then see if you still encounter an issue.

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  • Searchable Manual

    Every FrameForge application comes with an exhaustive 250+ page manual in PDF form that is easily searchable. To open the Full Manual:

    1. Launch FrameForge, if it’s not currently running.
    2. From within the application, click the HELP menu.
    3. Click the menu item FULL PROGRAM MANUAL and it will open automatically.
    4. If you do not already have Adobe Acrobat Reader installed on your computer then visit http://www.adobe.com/reader to download and install it.

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  • Video Tutorials and Integrated Walk-Through

    There are several video tutorials that teach you how to do most of what you’ll be doing in FrameForge, so check and see if we have one on the subject you need. Simply go to the Tutorials Menu within FrameForge and make your selection. As these tutorials are hosted on YouTube, an internet connection will be required to view them, but here’s just a sample:

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  • Online Community

    An excellent resource for technical help, our Online Community includes posts from Innoventive Software and other FrameForge users. Here you’ll find new product announcements, FAQ’s, and free objects designed by Innoventive Software. Plus you can search for and participate in specific topics on our Discussion Boards, discover new tips and tricks, and get access to additional resources.

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Support Department

If you’re still stumped after searching our other resources, of course we invite you to contact our Support Department. But to ensure that our support is as fast and as helpful as you’d like, please review this Q&A first:

A: Are you running the very latest version? It may be something we’ve already fixed due to other reports – so even if you’ve just installed the program, make sure you check for program updates:
  1. From within the FrameForge program, go to the HELP menu.
  2. Choose CHECK FOR PROGRAM UPDATES and then download and install them.
  3. If it tells you everything is up-to-date then you have the latest.
  4. If it does update some files, please verify that the problem still exists.
  5. Assuming it still exists, see if you can figure out a “recipe” for how to reliably repeat the problem, as that will help our developers work faster to solve the problem.

If the problem is only happening in one file, you’ll also need to upload that file according to these instructions and then send an email with:
  • The name of the file
  • The problem you’re experiencing
  • The operating system you’re using (MAC or Windows 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
  • from within FrameForge)
  • Very specific instructions as to what to do with and look for in that file.

A: If you’re getting an Access Violation in atiogl.dll or nvoglnt.dll or some other dll with the letters “ogl” in it, this is not a bug with FrameForge; it’s a bug with the driver for your graphics card. The “ogl” stands for “open graphics library” and is the 3D toolkit that your graphics card’s driver supplies as the interface for FrameForge. The solution is often to upgrade your graphics card’s driver.

A: Please email us and include:
  • The name you believe you used to register the program.
  • Your FrameForge serial number (found on the back of the printed Users Manual if you got one, or in the download installation email you received when you first purchased).

Technical support is available Monday – Friday, 10am – 4pm PST, excluding national holidays. Email us, call 858.270.7515 or fax us at 858.270.2523. We make every attempt to respond within 24-hours.