Questions and Troubleshooting

For all other questions, please see Support General.

For any issues, please see Troubleshooting.

If you can't find the answer you're looking for, please contact us.

If contacting us to report a technical issue, including as much of the following information as possible will help us to resolve things quickly:

1. Full description of operation taking place and resulting issue including any error messages/license inactive IDs

2. When starting the Astute Manager, does the loading page show all green ticks under “Initialising plugins interface”? If not, please send a screenshot of this also

3. The email address that you are logging into the Astute Manager with

4. Your operating System (including point release)

5. Your version of Illustrator (including point release)

6. Details of any third party apps/security software that you currently have installed

7. Hardware Description (RAM, GPU, etc.)

8. The version number of your currently installed Astute Manager (if you know it)

9. Details of any additional Hardware (such as a Wacom tablet)