Problem:

How does your Electronic License work

Solution:

Main computer: One ArKaos software license is intended for registering the software on one main computer. We offer the ability to generate additional serials from one license because the Machine ID Code may change when hardware modifications are made to the main computer and therefore a new serial number is needed.

For example, a license has been bought for a computer, the first serial has been obtained and the software is activated on this computer. One year later the main hard drive is replaced (or the motherboard etc..), the software protection mechanism will consider that it is a different system and generate a new Machine ID Code. The user can use the extra serial from his license to reactivate the software on this computer.
 
Replacement computer: Each serial number can only be used on a particular computer and cannot be transferred to another one, because the Machine ID Code will then be different. Therefore, if a user stops using a computer and wish to activate the software on a replacement computer, it will be necessary to use another of the additional serial numbers from the license.

Second computer: The ArKaos software license is intended for registering the software on one main computer. Installing ArKaos software on multiple computers require multiple licenses.

The additional serials that ArKaos provides with one license are meant to be used in case of hardware modifications or upgrades leading to a Machine ID Code modification on the main computer. The license agreement does not permit the serials to be used to activate the software on multiple machines. Doing so is working against ArKaos intent of servicing its customers in case of a hardware failure or replacement, whilst restricting non-permitted use of the software.

Using the additional serials to install ArKaos on multiple computers will also increase the risk of running out of serials for the main computer, thus requiring the purchase a new license to allow generating new serials and continue to use the software.

Restrictions: Our protection system keeps track of the serial numbers generated from a license and these CANNOT be removed or replaced after they have been used to activate the software. This means that when the maximum serials count from a license has been reached it is necessary to purchase a new license to to allow generating new serials and continue to use the software on the main computer.

One single license allows maximum 3 serials, you can activate the software 3 times from one license before it is full.

Testing the software: DO NOT generate a serial number and activate the software on a computer where you will use the software temporarily as that serial will remain in your license and will not be removed. If you would like to test the performance of the software on different computers and configurations before deciding which will be your main computer, please take advantage of the software demo.

When using the software in demo mode you can use all effects, try all screen configurations and use any controller, import as many visuals as you wish and there is no time limitation: the demo does not expire. The only difference with the activated application is that you can't save your work and a 'DEMO' banner appears randomly above the visuals on the output and preview.

We always provide 'full' software installers, any limitation from the demo are removed by activating the software with a valid serial number: you do not need to download and install another 'full' software installer after you purchase a license.

Problem:

I have previously registered my ArKaos software and successfully activated it on my computer. Now I have a new / upgraded computer and I need to activate the software again.

Solution:

You can obtain a new serial number from your license for a computer that is replacing the previously registered computer.

To do so, proceed as follows:

• log-in to your customer account page thanks to your e-mail and password
• go to the "My Orders" page from the menu on the right
• click "Your Codes" to show the license details and previously generated codes
• under the existing codes, clik the button "Request a serial"
• use your Machine ID code to request a serial number in your software license
• use your serial number in the software to activate it and remove the limitations from the Demo version

The Machine ID Code is a 8 capital letters code identifying the ArKaos software installed on your computer (it looks like UTGRDESZ). You can find the Machine ID code in your ArKaos software, in the Preferences window under the Registration Tab (click for more help).

Remark:
To prevent any abuse, one license is limited to one computer and can generate a maximum of three serial numbers. Once you have reached this limit you will need to order a new license if you need additional serial numbers.

For more information about how our software license works please refer to the related support article.

Problem:

[PC] My software systematically crashes at startup
[PC] My registered software asks for a serial at each startup
[PC] How can I reset the software to default preferences?

Solution:

Startup problems can be caused by corrupted Preferences files. Sometimes you may also have configured the software in a way that you cannot modify anymore (i.e. starting full screen automatically on a display which is no more connected to the computer). Most of the time, deleting the software Preferences files is enough to fix the issue, the software will create new, clean Preferences files at the next start.

To find and delete your ArKaos software Preferences files, first quit the software, then

For GrandVJ, browse to:

• On Windows XP : \Documents and Settings\"YourUserName"\Application Data\GrandVJ2
• On Windows Vista, 7, 8 and 10 : \Users\"YourUserName"\AppData\Roaming\GrandVJ2

Then delete the following files:

• GrandVJ_preferences.xml
• GrandVJ_settings.xml
• log.txt

For MediaMaster, browse to:

• On Windows XP : \Documents and Settings\"YourUserName"\Application Data\ArKaos MediaMaster4
• On Windows Vista, 7, 8 and 10 : \Users\"YourUserName"\AppData\Roaming\ArKaos MediaMaster4

Then delete the following files:

• ArKaos MediaMaster_preferences.xml
• ArKaos MediaMaster_settings.xml
• log.txt

For the Video mapper, browse to the Video Mapper folder in your library and remove the following files:

• Mapping.xml
• Outputs.xml

Note: Relpace "YourUserName" in the path by Windows account user name.

Then launch the software again.

Now all your setting should be in default status. You will need to enter your serial number again to unlock the software. You can retrieve your serial number in your customer account, once logged in to the ArKaos web site, on the "My orders" page.

Video tutorial:

Olivier gives a quick overview of the preferences window in ArKaos MediaMaster Pro

Video tutorial:

Olivier gives a quick explanation on how to configure your output monitors in ArKaos MediaMaster

Video tutorial:

Olivier explains the basic soft edge function in MediaMaster Pro / Express and how to quickly set it up for two screens

Video tutorial:

Olivier explains the advanced soft edge function available in MediaMaster Pro and how to quickly set it up for two screens

Video tutorial:

Olivier demonstrates how you can very easily setup advanced Geometric Correction in MediaMaster Pro

Video tutorial:

This video tutorial shows how to setup MediaMaster Pro to listen directly to GrandMA's eDMX protocol

Video tutorial:

Quick tutorial on how to use the LED Mapper extension to map the output from ArKaos MediaMaster to a wall of 6 Schnick-Schnack C100 LED Panels

Problem:

Where can I find the Crash Log for my ArKaos software?

Solution:

Right after your software crashed you can retreive the Crash Log from the Mac OSX Console App:

• Launch the Mac OS X Console app (Applications, Utilities, Console)
• Launch the ArKaos software and reproduce the Crash
• Go back to the Console and save the Log (File, Save a copy as)
• Send us the Crash Log as attachment in reply to a support ticket

We will assign your ticket to a developper which will investigate the reasons for the Crash and get back to you for further assistance.

Problem:

Where can I find the Crash Log for my ArKaos software?

Solution:

Right after your software crashed you can retreive the Crash Log in the Application Data folder:

• Launch the ArKaos software and reproduce the Crash
• Browse to C:\documents and settings\”current user"\Application data\"ArKaos Software"\log.txt
• If you don’t see the Application data folder, you will have to setup your folder view options so that you can see hidden folders
• Send us the log.txt file as attachment in reply to a support ticket

We will assign your ticket to a developper who will investigate the reasons for the Crash and get back to you for further assistance.

Problem:

I'm experiencing frequent software crashes, what can be the cause?

Solution:

Many things can go wrong on a computer and cause a software to crash, especially if you're working on the same computer that you use every day for surfing the Web, reading your e-mails etc.. If your software frequently crashes, here are the first things to check before investigating any further:

• Make sure you are running the latest version of the software: the version you received on the install CD may not be the last one available, it depends on your reseller's stock. You can download the latest version from our web site.
• Make sure your operating system and Media Players are up to date: our software relies on several components that are updated with your operating system (such as QuickTime on the Mac or DirectX on the PC)
• Make sure you have the latest drivers for your graphics card: sometimes you will have more recent drivers on the manufacturer's web site than those you can get with your operating system updates.

If that still doesn't work:

Try resetting the software to its default preferences (you will need to enter your serial number again):

• Instructions for Mac
• Instructions for PC

If that still doesn't work:

Open a support ticket and describe as precisely as possible all the syptoms, also specify your oerating system, version and all other relevant details. If possible, you can send us the Crash Log from your computer:

• Instructions for Mac
• Instructions for PC

Installers:

You can download the latest and the previous version of the GrandVJ installers from the link below:

ArKaos GrandVJ

Installers:

You can download the latest and the previous version of the MediaMaster Express and MediaMaster Pro installers from the link below:

ArKaos MediaMaster

Problem:

How do I use the activation code?

Solution:

When you start the application unregistered, the registration wizard appears:

From this dialog you can choose the registration method you would like to use or to continue and try GrandVJ 2 or GrandVJ XT in Demo mode.

For your information, your computer’s Machine ID is displayed at the bottom of the dialog; you will only be able to unlock GrandVJ with a Serial Key that was generated for that Machine ID.

Choose the option "Activation Code"

Choose the first option, “Activation Code”, and press next if you would like to unlock the software directly from the application, through your Internet connection. This is the easiest option but it requires that GrandVJ can communicate with our servers and is not blocked by a firewall or network policy restrictions.

Type in your code and e-mail address

Type your Activation Code first, each group of letters in its own text field. If you have a software box, the Activation Code is printed on a sticker that is attached to the installation CD sleeve. If you have purchased a license online, the Activation Code appears on the “My Licenses” page on the ArKaos web site, it was also sent to your e-mail address.

The Activation Code starts with one group of three letters, followed by four groups of four capital letters, each group being separated by hyphens, so a total of 19 letters / 23 characters. There are no numbers. GrandVJ licenses start with GVJ, GrandVJ XT licenses start with GVX and Activation Codes for upgrades start with GVU. In the next text fields you need to specify a valid e-mail address for your online customer account.

Online activation

Once you have verified all the information, press next. The application will try to communicate with our servers, register your details and obtain the Serial Key for your computer, here is how it works:

• Case 1: If you don’t have a customer account yet, we will create a new one for you; your e-mail address will be your login and you will receive a password by e-mail. Your software license will be bound to that new customer account.

• Case 2: If you already have an ArKaos customer account and you want to add a new software license, just use your registered e-mail address, the new GrandVJ license will be added to your customer account with any other existing software license.

• Case 3: If you already have an ArKaos customer account with a GrandVJ license registered and you want to activate a second computer with that license, just use your registered e-mail address and your existing GrandVJ Activation code.

If the registration is successful, it will display a confirmation message and your software will be activated automatically.

Important: If you have purchased your software box from the ArKaos web site, you already have a customer account with us; you can use the same e-mail address to add your license to your account (Case 2 above). If you have purchased a software license from our web site, you already have a customer account with us and your Activation Code is already registered in your customer account; you can use the same e-mail address and Activation Code to activate GrandVJ on your computer with a Serial Key from that license (Case 3 above)

Your online customer account

Once your software license is registered into your online customer account, you can go there change your password, update your customer profile and of course retrieve your Serial Key, generate a new Serial Key or upgrade your license whenever we release a new version.

You can log in to your customer account at https://www.arkaos.net/user

Problem:

How do I use the serial key file?

Solution:

When you start the application unregistered, the registration wizard appears.

From this dialog you can choose the registration method you would like to use or to continue and try GrandVJ 2 or GrandVJ XT in Demo mode.

For your information, your computer’s Machine ID is displayed at the bottom of the dialog; you will only be able to unlock GrandVJ with a Serial Key that was generated for that Machine ID.

Choose the option "Serial Key"

Choose the second option "Serial Key" to activate the software manually with a Serial Key. This is useful if for any reason you couldn’t go through the activation process from within the software, you can register your Activation Code manually on the ArKaos web site and download a Serial Key from your customer account to use it to activate GrandVJ.

This option is also useful if the computer where you want to unlock GrandVJ is not connected to the Internet. In that case, you will need to surf to our web site with another computer - connected to the Internet - and generate a valid Serial Key for the computer you want to run GrandVJ on. Remember every computer has a different Machine ID and a Serial Key will only unlock GrandVJ on the computer with the corresponding Machine ID.

Important: before surfing to our web site to obtain a Serial Key, make sure to take note of the computer's Machine ID (displayed at the bottom of the registration window) and have your Activation Code ready.

Get your Serial Key from the web site

With a web browser, go to http://www.arkaos.net/register/ and follow the instructions there to create a new customer account (if you don’t have one already) and obtain a Serial Key for your Machine ID code.

Load the Serial Key in the software

After completing the registration process online you can download your Serial Key from your customer account’s “My Licenses” page, it’s a file named “Serial.gvs”. Transfer it to the computer where you wish to activate GrandVJ i.e. by using a USB key then, from GrandVJ’ Serial Key screen (below), browse to the “Serial.gvs” file.

Once you have loaded your Serial Key, you will see a confirmation message and your software will be activated.

Problem:

How do I deactivate my machine?

Solution:

Since your software license is personal and only allows to use two computers at the same time, you should always keep strict control of your activations. To do so, there are some cases where you might want to deactivate GrandVJ on a computer. For example, if you want to move GrandVJ to a new computer, if you want to use GrandVJ temporarily on a rented machine or on a computer pre-installed in a venue, if you intend to sell your computer etc..

You cannot deactivate a computer by deleting a Serial Key in your customer account on the ArKaos web site. The only way to deactivate GrandVJ on a computer is from the “Activation” tab in the “Preferences” window, or from the “File..” menu in GrandVJ, on the computer you want to deactivate. The computer must be connected to the Internet.

Once you press the “Deactivate..” button, GrandVJ will connect to our servers remove its Serial Key in your customer account. The software will then confirm successful deactivation and quit. If you restart GrandVJ on that computer you will get the software registration dialog box and the option to use GrandVJ in Demo mode.

Video tutorial:

This video tutorial shows how to setup MediaMaster Pro to listen directly to GrandMA's eDMX protocol

Problem:

J'ai envoy