This post contains answers for the most common issues regarding upgrading to ZBrush 4R2 as well as installation and activation. It will be updated as necessary. Should you encounter any problems with installing or activating 4R2, please check this list before contacting Pixologic Support.
Please be aware that during launch week we experience incredible server traffic. It is not uncommon for multiple tries to be needed to get an activation code! Phone Activation will not bypass this issue – the support representative will get the same error message that happens with Web Activation. Simply be patient and try again later.
Q: What do I do if I don’t get my upgrade email?
A: It may take as long as a week for all upgrade emails to be sent out. Your email will be coming from Cleverbridge. Please keep an eye on your spam filter or junk mail folder in case it gets blocked from your inbox. If you do not receive the upgrade email by end of business on September 27, please submit a ticket at http://support.pixologic.com. We will be able to have the instructions resent to you at that time. Please do not contact Cleverbridge or Pixologic Support prior to that as they will not be able to assist with such inquiries until October 1.
Q: On Windows, first launching ZBrush gives a message to restart the program as an administrator.
A: Simply right-click on the desktop shortcut for ZBrush 4R2 (or on the ZBrush 4R2 executable in the folder where it was installed) and choose “Run as Administrator” from the context menu.
Q: On Mac, first launching ZBrush gives a virtual memory error message.
A: User permissions are preventing ZBrush from writing to its own folders. Get info on the ZBrush 4R2 folder and change the user permissions to Read & Write. Also click the gear beneath the user groups and choose the option to “Apply to Contained Items”.
Q: Web Activation doesn’t launch my browser.
A: First, ensure that your browser is not already running with the window minimized or behind ZBrush. (For Windows you can Alt+Tab to see if the browser window is open and switch to it. For Mac, click your browser icon on the Dock.) If your browser was open but did not update to the activation page, close it and restart ZBrush so that you can try Web Activation again. If your browser was not already open and did not launch when choosing Web Activation, close ZBrush and launch your browser. Navigate to the Pixologic home page. Leave it open while you restart ZBrush and try Web Activation again. The web page should now update to the activation page. If none of these options work, you will need to do a Phone Activation instead.
Q: Web Activation tells me that “The serial number does not match.”
A: When the system processes your request it checks the serial number that you entered against the email address you entered and then compares that to what is in the activation system. You will get this error if either the email address or serial number has been typed incorrectly. Please double-check both and try again. When entering the serial number, be aware that some letters and numbers look very similar. (S and 5, for example or 2 and Z) Make sure that you’re not mistakenly entering the wrong one. If you continue to receive this error after ensuring that both the email address and serial number were entered correctly, please submit a Support ticket.
Q: Web Activation tells me that “ZBrush has already been activated on this machine.”
A: Simply click the button to request a copy of the activation key. An activation code will be created.
Q: “There was an error emailing your activation key. Please try again”
A: Wait about 5 minutes and try Web Activation again. Due to high server demand it may be necessary to try several times. We’re doing everything possible to optimize server loads but there are occasionally bursts when too many people are attempting to activate at the same time.
Q: Web Activation accepts my information but then takes me to an error message about “this page is only for users…”
A: First, try downloading and installing ZBrush 4R2 again. Sometimes a download or installation can be corrupted and results in this error. If that does not resolve the issue, Windows users need to right-click on the ZBrush 4R2 shortcut or executable and choose Properties. Go to the Compatibility tab and make sure that all options are disabled. Compatibility mode prevents ZBrush from being activated (and will break an activated version). If you still receive this error after following these steps, please submit a Support ticket.
Q: I get an activation code, but after entering it into ZBrush nothing happens.
A: Press Enter (for Windows) or Return (for Mac). If the activation code window remains open after that, press Esc to return to the main activation window. Now select “Enter Activation Code” and paste the code in the new window that will open. Press Enter/Return. If this still doesn’t resolve the issue, you will need to uninstall ZBrush 4R2, delete its folder then install and activate again.
Q: I enter the activation code, but get a message that “Activation Failed”.
A: Exit ZBrush and check your system clock to ensure that it is set to the correct date (Day, Month and Year). Also, if you have antivirus software running please temporarily disable it. Some such programs prevent successful activation. Now launch ZBrush and go through Web Activation again to get a new activation code. If the new activation code is also rejected, please submit a Support ticket.
Q: My company has floating licenses. What do we do?
A: Separate upgrade instructions email notification will be sent to the person in charge of your floating license management. This will take place no later than Monday the 26th. If you receive an email for ZBrush 4R2 with a serial number in it, please DO NOT install it. Doing so could interfere with the distribution of your floating licenses. We will make every effort to avoid sending the node-locked instructions to you, but there is always a chance that some incorrect emails will sneak through.
Q: The WWW search features in LightBox don’t work.
A: The companies that we use to gather the search results from are currently updating their remote search protocols. We will not be able to update the WWW search features until this has been done. No ETA is possible at this time.
Q: Custom UI missing Tool Palette buttons.
A: Click to download this file -->. Then extract the zip file and put its content in the ZBrush:ZStartup:ZPlugs folder. If done correctly, you will be able to include tool palette buttons in your custom UI.
Attachments
UIStarter_Z4R2_V1.zsc.zip (1.62 KB)