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Tech Note: Mocha Mask Crashing Adobe After Effects CC 2018 - RESOLVED

October 30, 2017

A prior crashing issue with Mocha AE and Adobe After Effects has been resolved as of January 2018.

Applying Continuum Filters to a Matte Key or Title in Avid Media Composer

October 26, 2017

With the release of Continuum 11, Boris FX has streamlined the way users interact with matte keys or alpha title mattes in Avid. Instead of having to set the multi-filter start-mid-end checkboxes in a multi-filter stack, this is now handled automatically from within Continuum. There are only three basic rules that must now be followed…

Continuum Specifications

October 19, 2017

See which hosts are supported for Boris FX VFX plugin, Continuum 11, including The Foundry Nuke, Adobe After Effects, Adobe Premiere, Apple FCPX, Apple Motion, Avid Media Composer, Autodesk Flame, Blackmagic Davinci Resolve, Magix Vegas Pro, and HitFilm Pro.

Sapphire Specifications

October 12, 2017

View the supported hosts specs for Sapphire 11. This chart includes specs for The Foundry Nuke, Adobe After Effects, Adobe Premiere, Avid Media Composer, Autodesk Flame, Blackmagic Davinci Resolve, Blackmagic Fusion, Magix Vegas Pro, Sony Catalyst, Silhouette, Grass Valley Edius Pro, SAM Rio, ToonBoom Harmony, and Filmlight Baselight.

I had a GenArts or Imagineer Systems account, why isn't it working?

July 28, 2017

Imagineer Systems, GenArts, and Boris FX joined forces in 2016 to deliver our customers awesome VFX plug-ins together. As we are one company now, we are consolidating our systems and resources.

Which Sapphire license do you need?

July 19, 2017

Wondering which which Sapphire license will work best for your needs? View our cross-host license matrix for more information about hosts and licenses.

Looking for the Sapphire license install via command line install?

July 19, 2017

Sapphire license install via command line install

What are the installation instructions for Sapphire offline activation?

July 19, 2017

How to install a Sapphire activation key if your machine or license server machine is not connected to the Internet.

Is there a list with descriptions of the Sapphire effects?

March 16, 2017

Is there a list with descriptions of the Sapphire effects?

Sapphire Units FAQ

March 16, 2017

Are Sapphire Units perpetual licenses or subscription? Sapphire Units are offered as perpetual (node-locked) licenses only. Subscription pricing is offered for the full Sapphire suite only. Can I buy a dongle or a floating license for a Sapphire Unit? Sapphire Units do not support floating license activations or dongle activations. If I purchase a Sapphire Unit, then decide at a later date to upgrade to the full Sapphire suite, can I use the price paid as a credit?

What do we do if we don't want to use Quicktime on Windows?

June 23, 2016

If users have security concerns and do not want to use QuickTime on Windows, but still want access to .MOV and .MP4 codecs, we recommend that they uninstall QuickTime Player, and install only the QuickTime Essentials part of the package. This substantially reduces the attack surface and reduces QuickTime to the status of a faceless library on their system which will only be used inside of other software for codec decoding.

How do I install Mocha Pro 5 on Centos 7?

June 23, 2016

In your command line, install Mocha Pro. Either the node-locked or Floating License Managercan be installed with the command: sudo rpm -Uvh --nodeps Mochapro-5.0.0....rpm No other package installation is necessary, the Mocha Pro software should work. However, the License Manager does have an undeclared dependency that needs to be resolved. To install it, use the following command: sudo rpm -Uvh LicenseManager-1.4.0...rpm sudo yum installredhat-lsb-core

Does Boris FX support Monsters GT?

May 31, 2016

Monsters GT is no longer supported. Follow these instructions to uninstall it.

Upgrade questions and pricing

May 25, 2016

Have questions about pricing or upgrades? Please review this page or contact our sales team. Mocha Pro 5 Plug-in Options Purchase Price Upgrade from Mocha Pro 4 Mocha Pro 5(Adobe Plug-in) $695 $395 Mocha Pro 5(Avid Plug-in) $695 $395 Mocha Pro 5(OFX Plug-in)* $695 $395 Mocha Pro 5(Multi-Host Plug-ins) $995 $595** Mocha Pro 5 Standalone Options Purchase Price Upgrade from Mocha Pro 4 Mocha Pro 5(Standalone App) $1,495 $495 Mocha Pro 5(Standalone + Multi-Host Plug-ins) $1,995 $595** Notes: * OFX support is currently not available.

What product is right for me?

May 24, 2016

Q. I am not sure the differences between your products. Which do I choose? A.With the Mocha Pro 5 release we have simplified our offering. Choose from the Mocha Proplug-in or standalone options. The compare products chart shows the differences between Mocha Pro 5 and the Adobe & HitFilm bundled Mocha products (Mocha AE / Mocha HitFilm). Q. Do I need the standalone or the plug-in option? A. The standalone and the plug-in option share an almost identical feature set and the ability to export tracking and roto data to most popular formats.

Soundbite FAQs

February 19, 2016

What are the advantages of Soundbite over products that create a transcript? Boris Soundbite does not create a transcript. The process of making audio searchable in Soundbite is referred to as Indexing. The indexing process generates a record of the sounds in the audio - known as phonemes - and stores this information on your computer. Rather than making decisions about the words that are spoken at the time the audio is indexed - resulting in a transcript - Soundbite locates areas in the audio that sound exactly like or similar to the words or phrase being searched.

Mocha Plus

June 3, 2015

Q. I own Mocha Plus, why is it no longer on your site? A. Imagineer has recently stopped selling Mocha Plus, but it can still be downloaded from our downloads section. Customers that own a Mocha Plus license will be rewarded with a special upgrade discount to Mocha Pro 5. The list price of Mocha Pro 5 Plug-in for Adobe is $695. Mocha Plus owners can upgrade to this product for $395.

Soundbite Loads but is Not Functional

May 27, 2015

Subject : Soundbite loads but the functionality has stopped. Issue : User is unable to Open files, Index folders, or Delete already Indexed folders. Cause : This would be due to a corruption of the Soundbite protocols, which will need to be reset. Steps to work around this issue : 1. Close Soundbite, and go into this directory -Macintosh HD :: Users :: [ Current User/Home Folder ] :: Library* :: Preferences

Title 3D Crashing

May 27, 2015

Subject : Title 3D Crashing Issue : Title 3D crashing Final Cut Pro when applying, launching or rendering. Steps to work around the issue: 1. Quit Final Cut Pro and go to this location in the Finder -Macintosh HD :: Users :: [ Current User/Home ] :: Library** :: Preferences 2. Inside this location, delete the file that reads: “com.borisfx.Title 3D” 3. Inside the same Preferences folder, enter the Final Cut Pro User Data directory and delete these two files: ʻFinal Cut Pro Obj Cacheʼ & ʻFinal Cut Pro Prof Cacheʼ After this, re-launch Final Cut Pro and Title 3D should be operational again.

BCC Suddenly Experiences Problems on Windows

May 27, 2015

Subject : BCC Suddenly Having Problems On Windows Issue : My BCC Is Suddenly Experiencing Problems On My Windows System; Reinstalling Does Not Help Cause : Recent Changes, Manual Or Automated, Have Caused A Corruption in BCCʼs Behavioral Protocols How to Get Around the Issue : 1. Close your Host NLE/Compositor program and go into this directory - C:\Users\[Current User]\AppData*\Local\BorisFX 2. Inside here, you will see a folder for Boris Continuum Complete -- send this folder to the Recycle Bin and re-launch your NLE/Compositor program.

One Frame Watermarks on BCC AVX 9 on Mac

May 27, 2015

Subject : One Frame Watermarks on BCC AVX 9 on Mac Issue : When I render my BCC AVX 9 effects, each effect has a watermark on the first frame. This isnʼt visible before render, and the BCC AVX 9 software is fully licensed. Cause : Problematic Build How to Get Around the Issue : This is a known problem with one particular Installer build that was sent to multiple channels.

Issue Launching Boris RED in Media 100

May 27, 2015

Subject : Unable to Launch Boris RED in Media 100 Issue : When I apply Boris RED as a filter, Comp or Title, I receive an error that the Boris Graffiti or Boris FX file is missing. Cause : The files for Boris RED need to be in a specific location in relation to Media 100. Steps to work around the issue :

Media 100 Error Codes -39 and -2048

May 27, 2015

Subject : M100 Errors -39 and -2048 Issue : When Working In Media 100, Suddenly I Am Seeing Errors That Read Error Code -39 and/or -2048 How to Get Around the Issue : These two errors will come up, usually together, when there is a problem with Quicktime playback. To clarify the nature of these messages: Error -2048 is actually a Quicktime error, not a Media 100 error, stating that a clip cannot be loaded; Error -39 is the same error, just using a Media 100 numerical code, relaying the same problem.

BCC Installed but Not Applying in Final Cut Pro X

May 27, 2015

Subject: BCC Installed but Not Applying in Final Cut Pro X Issue : When I apply a BCC effect in Final Cut Pro X, I see a red screen with a yellow triangle showing an “!” symbol. The effect parameters load but the video is gone, and the effect does not appear either. Cause : When BCC loads within Final Cut Pro X, itʼs actually loading Motion Templates rather than the BCC effects themselves.

BCC AVX Crashes Avid on launch with Segmentation Fault Error

May 27, 2015

Subject : BCC AVX crashes Avid on launch with Segmentation Fault error Issue : When launching Avid Media Composer after installing BCC AVX, Avid crashes with the following error: error while trying to \Initialize AVX2 Host\ pop up appears and reads: \Segmentation faut\ in thread \MainThread\, at address 0x0 Cause : This would be due to BCC attempting to load a hardware asset that is no longer present -- the most common reason would be if CUDA-based hardware was removed from the system, but the drivers for this hardware were not uninstalled.

Poor Performance with Static BCC Wild Cards Effect

May 27, 2015

Subject : Poor Performance with Static BCC Wild Cards Effect Issue : When Previewing or Rendering Static Instances of BCC Wild Cards, The Performance Is Notably Slow Cause : The BCC Wild Cards Is Processing Unnecessary Information How to Get Around the Issue : During Preview at least (and possibly during Render), dis-engage the Anti-Aliasing function completely. Turn off the Motion Blur if enabled.

Boris Effects are Misaligned after Rendering from Sony Vegas

May 27, 2015

Subject : Boris Effects Misaligned After Rendering From Sony Vegas Issue : When I render my timeline from Sony Vegas, my effects have changed position. My Vegas timeline is a custom size. Cause : When the render carries out, the raw media automatically adjusts to compensate, but the effects do not. Note: Even if your Vegas timeline is an SD/HD standard, this can happen if you render/export to an alternate resolution.

Launching Boris RED/Boris FX as Transition in FCP

May 27, 2015

Subject : Boris RED/FX does not launch as Transition in FCP. Issue : When user applies Boris RED/FX as a Transition in Final Cut Pro 7, the plugin is recognized but when called upon from the Viewer window, the interface does not load. Cause : Intermittent limitation of old-style plug-in architecture. Steps to work around this issue : NOTE: Any one of these might be enough to get the interface to load, so it might work before you reach the end of list below.

Jagged and/or Flickering Titles Made by Boris RED/Graffiti

May 27, 2015

Subject : Jagged and/or Flickering Titles Made by Boris RED/Graffiti Issue : My Titles Made in Boris RED/Graffiti are Jagged and/or Flickering When Rendered in My Host Application. Cause : There are two settings in Boris RED and Boris Graffiti that re-adjust fields to optimize both vector and extruded text - Usually These Are Disabled, Causing These Problematic Renders; In Rare Cases, however, Having These Enabled Will Cause a Render Problem.

Avid Crash Outputting on Mac

May 27, 2015

Subject : Avid Crashing When Outputting Issue : Avid Crashing When Outputting Timeline with Boris RED/FX/Graffiti. Cause : A conflict is occurring between the output protocol or the hardware driver and the Boris Frameworks. How to Get Around the Issue : 1. Quit Avid and locate your Boris plugs in this directory - Macintosh HD :: Library :: Application Support :: Avid :: AVX2_Plug-Ins

No Visible Video on Media 100

May 27, 2015

Subject: Media 100 Gets an SD Video Signal but No Video Is Visible Issue : When user goes to digitize SD material into Media 100, the source is recognized and the V is green, but the video preview is black, and the resulting video file has no video. Audio works fine. Cause : Default setting set to a modern digital standard. Steps to work around the issue :

RED/Graffiti Crashing on Launch

May 27, 2015

Subject : RED/Graffiti Crashing on Launch Issue : RED/Graffiti is crashing host upon launch, as well as when attempting to launch as a stand-alone program. Cause : Problematic Fonts unable to successfully initialize, causing an interruption of launch operations. Steps to work around the issue: 1. Primarily, you want to force most of the Filters on the system Offline. 2. If you are using Mac OSX, close as many programs as possible and launch the FontBook application.

Getting your Boris product to display in the Operating Language

May 27, 2015

Subject: Boris Product Displaying in English on Non-English OS Issue: I have installed my Boris Product(s) on my Non-English Operating System, but the Boris displays in English, not the language of the Operating System. Cause: All Boris programs will run in the native language for most Operating Systems, but this requires a file to be installed called the ʻBoris Language Pack.ecsʼ Steps to work around the issue:

Getting your Boris product to display in English

May 27, 2015

Subject: Boris Displaying in My Operating Systemʼs Language Instead of English Issue: My OS (Mac/Windows) is a non-English OS, and after installation, my Boris product is displaying in the same language as my OS. Instead, I want my Boris product to display in English. Cause:  The Boris installer, detecting the non-English nature of the Operating System, installed a Translation file to translate the program to the Operating System's current language settings.

Sony Vegas Pro will not update filter list

May 27, 2015

Subject: Sony Vegas Pro will not update filter list. Issue: Sony Vegas Pro won’t update filter list to reflect newly installed BCC effects, requiring you to manually clear the effects cache. Cause: This is a known problem with the BCC/RED installers for Sony Vegas and will be resolved at some point in the future. Steps to work around the issue:

BFX Error -28

May 27, 2015

Subject : BFX Error -28 Issue : When Working with BCC, Sometimes I See An Error That Reads ʻBFX Error -28ʼ Cause : This Is A Broad Error, But This Generally Indicates A Strain Of Available Resources For Preview Or Render How to Get Around the Issue : Your primary objective will be to remove any strain on the CPU, GPU or RAM usage when it comes to the BCC operations.

Render Queue CC AME Workaround

May 26, 2015

Add the project to the Render Queue: In the Render Queue twirl down the Output Module parameter and click on Lossless: In the Output Module window select Format Options: In Format Options select the codec that best suits your needs: Back in the Output Module check the box next to Resize, open the Resize to dropdown menu and select the size and frame rate that works for you: Hit okay, select your render destination, and start your render.

Downloading Issue with Norton 360

May 26, 2015

Issue: Norton Utility sees downloaded Boris products files (BCC, RED et al) as security threat and deletes them. However, Boris files do not have a virus and are not a threat. Cause: This is a known problem with Norton 360 and downloaded Boris product files. We are working with Norton to resolve this. Steps to work around the issue: 1) Open Norton 360 2) Choose Tasks

Graffiti 5 installer doesn’t display Pinnacle Studio 16 as install option

May 26, 2015

Subject: Graffiti 6.6 installer doesn’t display Pinnacle Studio 19 as install option. Issue:  Graffiti 6.6 installer doesn’t display Pinnacle Studio 19 in the list of host applications during install process. However, Pinnacle 19 is a supported host application. Cause: This is a known problem with the Graffiti installer for Pinnacle and will be resolved at some point in the future. Steps to work around the issue:

FCP7 Crash in OSX 10.8

May 26, 2015

Subject: BCC Shaders crash FCP7 upon launch in OSX 10.8.3. Issue: After installing BCC version 7 or 8, FCP will crash on launch citing Boris Shaders as the cause. Cause: Shaders calls upon a portion of Mac OSX that no longer is supported in 10.8. This is due to the fact that FCP 7 is being considered a legacy product. Steps to work around the issue:

Moving from earlier versions of Adobe to Adobe Creative Cloud

May 26, 2015

Subject: Moving from earlier versions of Adobe to Adobe Creative Cloud. Issue: Manually moving plugins from older versions of Adobe apps to Adobe Creative Cloud. Cause: Adobe’s Creative Cloud update requires migration of Boris Plugins to work with them.   Steps to work around the issue: For Mac OSX Users: For BCC/FEC – Open Macintosh HD: Library: Application Support: Adobe: Common: Plugins: CS(whatever your current version is): Media Core Copy the plugins Paste into Macintosh HD: Library: Application Support: Adobe: Common: Plugins: 7.

My activation keeps failing. What do I do?

May 26, 2015

Make sure you click "Verify" before you click "Activate" in the registration window or the message "activation failed" will appear. If you have a firewall set up, you may not be able to connect to the Boris FX server resulting in the "activation failed" message. You may want to modify your firewall to allow your system to contact our server or, as an alternative, use UPID activation. Thank you once again for your Boris FX Purchase.

My system crashed… How do I get my license back?

May 26, 2015

Serial number activation: Contact Boris FX Customer Service - customerservice@borisfx.com or 857-488-3572. A team member will verify your purchase and help you reactivate your license remotely! UPID activation: Submit your UPID to Boris FX Customer Service - customerservice@borisfx.com or 857-488-3572. Your UPID will be verified, processed, and an unlock code will be provided for activation.

Transferring Boris FX Products to another system

May 26, 2015

Serial Number Activation: Open the Boris FX registration window, and hit "Deactivate." Uninstall the product. Reinstall the product on your new system. Enter the serial number in the registration window. Click "Verify" and then "Activate". For detailed instructions, click here UPID activation: Contact customerservice@borisfx.com or call 857-488-3572 with your UPID # Once your UPID has been processed, you will be sent an Unlock code. Open the registration window and enter the Unlock Code.

What are Mocha's system requirements or technical specifications?

April 22, 2015

In order to run Mocha, you will need to check and make sure that you have the following on your target machine: Software Requirements: Mac: Mac OS X 10.7 or higher on Intel Windows: Windows 8, Windows 7, Windows XP Professional SP2 or higher, Windows Vista Business or Ultimate, on x64. Linux: Red Hat Enterprise Linux 5, CentOS 5 or a compatible Linux distribution on x86_64. Recommended Hardware: Processor: Intel Core 2 Duo or equivalent Memory: 4 GB + Disk: High-speed disk array Graphics Card: NVDIA Quadro FX 1500 or equivalent Monitor: 1920×1080 or higher Network: Must have an enabled network adapter (wifi or ethernet) Minimal Requirements: Processor: At least 1-GHz Pentium IV Disk: At least 1 GB Memory: At least 1 GB Graphics card: Must support OpenGL Monitor: Minimum resolution is 1200×800 pixels Network: Must have an enabled network adapter (wifi or ethernet)

How do I fix a 'can't connect to server' or 'server system is down' error when I know the server is running?

January 5, 2015

For the -97 error, it's likely that a port number is conflicting. You can edit the server license to fix this. Normally the license server runs in port 27000, but if other FLEXnet license servers are present it may take a different port (Nuke and Maya are common FLEXnet processes that may conflict with Mocha and eachother). To be safe, open ports 27000-27009. Also, the vendor daemon uses a port specified at run time.

Does Mocha use multi-threaded processing?

January 5, 2015

We only multi-thread some of the processes in Mocha at this time. Performance improvements are on the development list to speed up a lot of the workflows.We will let our users know when we are able to utilize multi-threadding on all of our processes, but that will take time to implement.

Why am I getting the error code: 'Could not decode product name from...'?

January 5, 2015

That is caused by trying to use the incorrect activation code for you Mocha product. Make sure you have double checked your activation code, and make sure you have the right version. You usually see this when you have used license manager 1.2.5 for Mocha V4, are trying to activate a Mocha V3 software with a Mocha V4 code, or have substituted Mocha Pro for Mocha Plus.

Will Mocha run on OSX Yosemite?

October 21, 2014

In general, as we don't use the latest OSX updates for "signing" Mocha, Yosemite is not totally green lit to run Mocha. This means Mocha's ability to run on Yosemite depends on the users' security settings (which apps you allow to run on OSX). Yosemite will initially not allow Mocha to run, it is up to the user to navigate to "Security & Privacy Settings" and choose to allow Mocha to run anyway.

Why can't I find 'Program Data' or locate my Mocha license on my machine?

August 6, 2014

If you can not find the following paths on your machine: Licence Directory for OSX: -/Library/Application Support/Imagineer Systems/FLEXlm/Licenses/ Licence Directory for Windows Windows XP: C:\Documents and Settings\All Users\Application Data\Imagineer Systems Ltd\Licensing\ Windows Vista: C:\ProgramData\Imagineer Systems Ltd\Licensing\ Windows 7: C:\ProgramData\Imagineer Systems Ltd\Licensing\ (Legacy versions of Imagineer Software may still use the directory C:\Program Files\Imagineer Systems Ltd\Licensing\) Licence Directory for Linux /etc/opt/isl/licences/ You probably need to make sure that you are able toview hidden folders on your computer.

Why won't my shape track or move in Mocha?

August 6, 2014

This may be a conflict with your video card. If your shape is completely stationary, try going to File>Preferences. Once preferences is open, navigate to the "Open GL" tab and check the checkbox "Disable Offscreen Buffers." Now try tracking again, your shape should follow the track properly.

How do I share my custom keyboard shortcuts?

August 6, 2014

Our custom user keyboard shortcuts are designed to be shared, but if you want to share the default settings (AE, Nuke, Etc) you'll need to make a copy of them first. You can find your saved keyboard profiles here: Linux: ~/.config/Imagineer Systems Ltd/ Mac OS: ~/Library/Application Support/Imagineer Systems Ltd/ Windows: [YourUserName]\AppData\Roaming\Imagineer Systems Ltd

How do I open Mocha Plus or Mocha Pro from After Effects instead of Mocha AE?

August 4, 2014

If you own Mocha Plus or Mocha Pro, you can open these products from within AE. To open Mocha Plus or Mocha Pro inside of After Effects the same way Mocha AE opens from After Effects, simply go to Mocha>file>preferences and open Mocha's preferences. Check "track in AE" and close Mocha. Restart After Effects and use Animation>Track in Mocha AE as you normally would. The Plus or Pro version of Mocha will now open the same way Mocha AE used to.

Why won't Mocha 4 or License Manager run on a 32 bit system?

July 29, 2014

hile older products supported 32 bit systems, Imagineer Systems license managers and Mocha v4 are 64 bit only moving forward.

What do I do if my question isn't answered here?

July 1, 2014

Check our user forums or contact support, we are happy to help you! If you have a sales related question, you can call us at:+1 (646) 797-3323

Where can I find more license and installation help?

July 1, 2014

You can find more the license and installation guide here. If you are still having problems or need technical support, contact us.

When I try to activate, I get error 'maximum amount of activations have been reached'.

July 1, 2014

All node-locked licenses ship with 2 license activations. One for laptop and one for workstation. You are seeing this message because you have used up your available activations. Please email support to request a license transfer.

I am behind a firewall and can't activate my license, what should I do?

July 1, 2014

If possible, turn off your firewall for a minute and activate online. Otherwise, you will need to send your Host ID and activation code into support for a manual license generation. If you have a floating license server, you will need to provide support with your HOST ID and SERVER NAME. Contact support now.

Why am I getting the error code “Activation code does not match this product”?

July 1, 2014

You most likely have the wrong program installed. Please make sure you install the exact product your activation code is for. This is found in your purchase email. Please note: If you are running the Adobe After Effects bundled version of Mocha AE,updates are provided by Adobe. Installing a download from the Imagineer site, requires an upgrade purchase. Still confused?Email us and we are glad to walk you through the options.

How can I troubleshoot Mocha crashes?

July 1, 2014

Troubleshooting suggestions: Restart your machine, usually a simple restart is enough to get any piece of software back on track. Make sure you have enough memory dedicated to Mocha in File>Preferences. Turn hardware rendering ON or OFF in File>Preferences, depending on your settings. Make sure your video card driver is up to date. Try running Mocha in 32-bit mode by using “Get Info” on the app and checking the 32-bit box.

Why do I get “License error: Mocha AE CS6 must only be launched from After Effects” when I try to open videos on my computer?

July 1, 2014

You may see this ifMocha AE has been accidentally set as the default program for that type of video file on your machine. Please use quicktime or windows media player as your default video player on your machine instead. If you need more detailed instructions to change your default OS video player, please read the following: For windows: http://windows.microsoft.com/en-us/windows/change-default-programs#1TC=windows-7 For mac: http://www.macworld.com/article/1154861/changedefaultapp.html

Why does Mocha crash immediately on startup or why can't I activate when I am using my thunderbolt ports on my new mac?

July 1, 2014

Legacy versions of Mochaare not supportedondual monitor thunderbolt systems or systems with several thunderbolt ports in use. This was a known conflict with our FLEXlm license dependency and MAC Thunderbolt systems. This issue has been resolved in the latest version of Mocha V4. Please make sure you have Mocha V4.1.o or above installed on your machine in order to fix this issue. If you continue to have thunderbolt issues, please contact support.

Why does my Wacom Tablet not work with Mocha?

July 1, 2014

While this issue is fairly rare, you may need to update your Wacom Driver. Make sure you use a driver suited for your machine and that it is the correct driver for your exact tablet model.

Why is my zoom tool not working?

July 1, 2014

This is usually due to a non-English language keyboard layout (German, for example), or other possible keyboard mapping conflicts. Go to your Key Shortcuts tab in Preferences: In the Track shortcut category the keyboard shortcut you need to change/delete is “Track Luminance” In the Stabilize category the keyboard shortcut you need to change/delete is “Stabilize Y Translation On/Off”. You may also need to change “Remove Current Frame from Fixed Frames”.

Can I customize my keyboard shortcuts in Mocha?

July 1, 2014

Customizable keyboardshortcutsare now found in: MochaPro 4 and Mocha Plus 4.You can customize your keyboard shortcuts by going to File>Keyboard>Customize, or File>Preferences. Find out more here.

Can I use custom frame rates with Mocha?

July 1, 2014

Mochadoes not support non-standard, custom frame-rates. You will need to use a different frame-rate, as close to your desired frame rate as possible, but convert your footage to individual frames instead of a movie. You will then be able to composite your shot and convert it to the proper frame rate of your choosing.

Where did my cached renders go?

July 1, 2014

When you render in Mocha, renders are temporary cached image files in your Results Folder. If you close Mocha and un-check “retain cached renders” on exit, Mocha will delete all the temp files. We recommend that you export your rendered results to another output folder with File>Export Rendered Clip for proper backup.

Why can't I see my roto shapes, surface tool, or grid tool?

July 1, 2014

Turn overlays on, that should fix the issue for you.

Why does my surface tool disappear halfway through my track or why does my shape twist in on itself or scale off screen when I track?

July 1, 2014

If you using perspective when you track, it may be that your surface is going behind the camera in Mocha and corrupting the data. In Mocha, problem splines can occur when the tracking data has become so skewed it goes off or “behind” camera, the keyframes the tracking data generates can throw the shape information out of order. You may need to re-track the shape using only translation, scale, rotation, and shear instead of perspective.

Why does my shape not paste correctly into After Effects or Nuke?

July 1, 2014

If your Mocha shape does not lineup in your destination software, you may have a mismatched project frame rate or aspect ratio. If you are seeing stranger results, the track for that shape may have become corrupt. A good way to check this is to turn the surface tool on and see if the surface tool does anything unexpected, like disappear. You may need to re-track the object.

Why is my Mocha interface popping, jumping, jerking, or otherwise moving erratically?

July 1, 2014

You likely need to update your graphics card driver. Please do to your video card’s support page and download the latest video drivers. Install the drivers and restart your machine.

Why is my transform data off in After Effects when I paste it onto a null?

July 1, 2014

If you are using Mocha3.2.1 and below only it is because the anchor point is also driving the null. Turn off the anchor point and your track and null should line up perfectly. InV4 we removedthe anchor keys for our AE Transform Data export.

How do I optimize Mocha in my preferences?

July 1, 2014

In Mocha Preferences (File>Preferences), you can increase RAM in the texture memory section, or turn hardware rendering on and off. Mocha needs at least a few GB of RAM and 100 GB of free hard drive space to render fast and trouble free. You can also view Mocha's technical requirementshere.

What is the best way to work with interlaced footage?

July 1, 2014

Mocha has the ability to interpolate interlaced footage. This must be set up when you start your new project: separate fields. Please note: For rendering modules such as Remove, Insert and Stabilize, interlaced footage can be difficult to work with. Imagineerrecommends working inside Mocha on frame based clips. Consider processing interlaced footage into frame based , de-interlaced footage in another program. You may then remove and render out of Mocha at full size, making the remove tool work easily in your shot.

Why can I not track something that I know should be easy to track?

July 1, 2014

Understanding the planar tracker is key to getting a good track. Increasing the Min % of Pixel Used in the track tab can also help. If your tracker is simply not working properly, there could bea corrupt file in your cache. Delete the contents of your cache folder. You can find your cache folder in your Preferences: File>Preferences wherever you have set it to, but usually somewhere like “C:/MoTemp/”. Delete the cache folder contents and restart Mocha.

Why doesn't Mocha support my footage?

July 1, 2014

Mochasupports most standard movie clip and image sequence formats. In order to use clips (ie. not image sequences) you must have QuickTime installed. Level of QuickTime support can vary depending on the operating system. Viewdocumentation: supported file list What to Do if Mocha Does Not Support Your Footage In the event that you are working in a format thatMochadoesn't support, we recommend converting the footage to an image sequence.

Why is my track slipping?

July 1, 2014

It may be because you do not notice an occlusion that Mocha DOES see; moving objects or people that slowly move in front of the area you are trying to track need to be avoided. Also look out for obvious or even “barely there,” consistently moving reflections or shadows; Mocha will notice them even if you don’t! But it could also be that you are not tracking enough or the right area of an object.

Why doesn't my tracking or shape data line up from Mocha to my compositing or editing program?

July 1, 2014

When you paste or importyour Mochadata into the final composite or edit, make sure you are pasting or loading your data in at the first frame of the clip, otherwise your data will not line up. Project settings such as frame rate, dimensions and pixel aspect ratio must be match between your Mocha project and your destination software.Make sure these values match the settings in your compositor or editor and inside of Mocha, otherwise your tracking data will not match when you export it.

Why is my footage blank, black, white, or one frame long?

July 1, 2014

There are certain types of codecs and file types that Mochadoes not support, usually native, unprocessed codecs off of cameras and AVIs on Windows. You mayneed to convert the file to something Mochasupports, such asquicktime or an image sequence. If your screen is black or white for clips but not for images, it is most likely the codec for the movie files that is causing the issue. View Documentation: supported file list Other troubleshooting tips: Double-check that your quicktime drivers, codecs, and video card drivers are up to date, and that quicktime can open the file.

Why can I only export ten frames or why are all my renders watermarked?!

July 1, 2014

You are running Mocha in learning edition (LE) mode. In LE mode, exports are limited to 10 frames andrenders have watermarks on them. LE mode exists so that you can continue to learn Mocha even after your 15 day trial has expired. If you are running on a floating license and you see the that you are running in LE mode, all your licenses have been checked out. If you have been working on a file on a node-locked license and you lose your license to another user, do not save your file in LE mode.

How do I open Mocha AE that shipped with Adobe After Effects CS4-CS5?

July 1, 2014

Open the Adobe After Effects program folder and launchthe Mocha AE. It is astandalone program.

How do I open Mocha AE that ships with Adobe After Effects CS6 or Creative Cloud?

July 1, 2014

Mocha AE ships free within Adobe After Effects CS4 through CreativeCloud. To launch, within After Effects: select the layer you want to track, go to Animation>Track in Mocha AE.

How do I get started learning Mocha?

July 1, 2014

The gettingstarted page is a good place to begin your Mocha journey. You can also view the video tutorial section and browse by tag or date. Another great resource areCurious Turtle training videos. You can watch the free Mocha Fundamentalsvideo series hereor purchase downloadable materials. Other resources: Onthetraining resource page, you can findlinks forauthorized training partners and certified Mocha instructors.

Legacy Products

June 3, 2014

Q. I do not seemy product (monet, mokey, motor, etc) listed. Do you still sell it? A.Imagineer has either discontinued these products or merged all the functionality into Mocha Pro. If you own an older, no longer supported product and wish to upgrade toMocha Pro,please contact sales@imagineersystems.com team for a custom upgrade quote.

Mocha AE (Mocha for After Effects)

May 30, 2014

Q: What is Mocha AE? A: Mocha AE is a bundled tracking and roto application that has been licensed to Adobe since 2008, starting with CS4. Mocha AE CC is now bundled with Adobe After Effects CC 2015. Mocha AE is not a plug-in. It is launched from with-in After Effects: Select a layer and go to: Animation>track in Mocha AE Q: What is the difference between the new Mocha Pro5 and the Mocha AE CC that ships with Creative Cloud?

Support & Maintenance Contracts

May 23, 2014

Q. Can you tell me about your support & maintenance contracts? A. Imagineer offers the option to purchase yearly support & maintenance contracts for Mocha Pro. This is ideal for customers that wish to insure they are always running the latest version or need guaranteed response time for customer support & technical issues. Most sites purchasing multi-seats or floating license take the support option. 1 year support contracts include: Free upgrades to major releases Minimum 1 business day response for all technical support cases.

Mocha Pro

January 10, 2014

Mocha Pro version 5 has new features for hosts like Blackmagic Fusion, Autodesk Flame, and HitFilm.

Licensing questions

January 10, 2014

Q. How many computers can I install alicense on? A.Mocha Pro 5 now has an improved license system allowing users to activate or deactivate their software license while connected to the internet. This allows a user to install the software on multiple systems, then "activate" theMocha Pro 5 license on theircomputer of choice. Simply "deactivate" your license to move it to a new system. Customers not connected to the internet shouldcontact our support team for manual license transfers.