FAQ



Q: I have lost my RegistrationFile.txt. May I have a copy?


A: Yes. You can use our form. Fill with your Serial Number and Email and our system will email you the RegistrationFile.txt. Please note, you can’t use a different email than the one you used when purchasing the product. If you lost your Serial Number or changed email address, please contact us providing your registrant name & email, your serial number, the vendor, and any other detail that can help us to find your order. We will send you a copy of your RegistrationFile.txt. Please note, we process this case manually, so we can’t assure to do that in a few minutes.






Q: I have sold my old machine and I forgot to deauthorize it before selling it. Now Kinemac wont run as registered on my new machine. How do I fix that trouble?


A: Simple contact us providing your registrant name & email, your serial number and any other detail that can help us to find your order. We will then reset your license and send you a copy of the RegistrationFile.txt, in case you lost it. Please note we process this case manually, so we can’t assure to do that in a few minutes. Also we can’t do that all the time.






Q: I have put the RegistrationFile.txt within the folder containing the Kinemac application. Anyway when I launch Kinemac, I still get a white cross on the Stage window, as Kinemac still runs as unregistered. What did I miss?


A: Please verify one by one these points until you get Kinemac work as registered:

    • Be sure your machine can run applications from any developer (not only registered developers). If you run on macOS Sierra

       please consult this article on “How to Disable Gatekeeper and Allow Apps From Anywhere in macOS Sierra”.

  1. Be sure your machine is connected to the internet.

  2. Be sure the file name of the registration file is exactly RegistrationFile.txt (within the quotes).

  3. Be sure you didn't modify the content of the RegistrationFile.txt.

  4. We always suggest to create a folder named e.g. Kinemac Folder within the /Applications folder. Then put both the application Kinemac and the file RegistrationFile.txt within the Kinemac Folder. Look here how.

  5. Be sure the file RegistrationFile.txt and all of its parent folders are readable by the current user.

  6. Run the application /Applications/Utilities/Disk Utility and repair your boot disk permissions. Please note "repair", not just "verify".

  7. If you can't yet succeed, please create a temporary user (on the System Preferences/Accounts panel) then log in as that user. Then Launch Kinemac. If it runs, please contact us providing the information listed here below. We will do our best to let you run Kinemac from your own account.

  8. Verify that your Firewall doesn't prevent Kinemac to talk to our remote server. If so try to disable your firewall just for one minute. Then launch Kinemac and reactivate your firewall just after. Kinemac needs to be authorized one time only.

  9. Launch Kinemac. If you still see the white cross on the Stage, select the menu item Kinemac:Authorize Computer. If this doesn't authorize your machine or if the menu item is disable, please contact us providing the information listed here below.

  10. If you previously run Kinemac on a different machine, you should run again Kinemac on that old machine and select there the menu item Kinemac:Deauthorize Computer as shown here. You should see the white cross on the Stage window meaning that your old computer has been deauthorized properly. If so, quit. Now launch Kinemac on your new machine. If connected to the internet, it will be automatically authorized. If not, please call the menu item Kinemac:Authorize Computer. If this doesn't authorize your machine or if the menu item is disable, please contact us providing the information listed here below.

  11. If you previously run Kinemac from a different user, you should login again as that old user, launch Disk Utility and repair your disk permissions, launch Kinemac, deauthorize your machine selecting the menu item Kinemac:Deauthorize Computer as shown here. You should see the white cross on the Stage window meaning that your old computer has been deauthorized properly. If so, quit. Now logout and relogin as the new user then launch Kinemac. If connected to the internet, your machine will be automatically authorized. If not, please call the menu item Kinemac:Authorize Computer. If this doesn't authorize your machine or if the menu item is disable, please contact us providing the information listed here below.

  12. If you fall into the previous points but your old authorized machine is not longer available (you sold it, they stole it...) please contact us providing your license number, name and email you used to register the product and the reason of your support request.


  1. When contacting us please provide the following information:

  2. Your license number and the name & email you used to register the product.

  3. The MacAddress number shown on the Kinemac's window OpenGL Info.

  4. Your computer model, PPC or Intel, MacOS X version.

  5. Tell us whether the menu item Kinemac:Authorize Computer is disable (gray).

  6. Select the menu item Kinemac:Authorize Computer and tell us which message you have got (copy and email us that message).

  7. Please carefully describe any detail, how and when the trouble came out, what you have already tried to solve it. Any detail could speed up our support for you.

  8. Contact us using this form.






Q: When I launch Kinemac I get a message saying that Kinemac is not an application coming from a Certificated Developer, and it wont launch. How to solve this trouble?


A: Click on the Kinemac icon holding down the Control key then select the menu item Open. Kinemac will launch. After than you can just double click on the application icon to launch it.






Q: I can't launch Kinemac at all. How to fix this trouble?

A: Please do the following:

  1. Be sure you can run Kinemac on your Machine and OS X version. Look here the requirements and the release notes.

  2. Delete the Kinemac application itself and the preferences file: (Home)/Library/Preferences/com.kinemac.kinemac.plist

  3. Download a fresh copy of Kinemac from the Kinemac product page. You will get a disk image on your desktop. Open it.

  4. Copy the Kinemac folder from the disk image into your /Applications folder.

  5. Move your RegistrationFile.txt into the new /Applications/Kinemac folder/ as shown here.

  6. Delete any other copy of Kinemac from your disks.

  7. Launch Disk Utility (it’s in your /Applications/Utilities folder) and repair your boot disk permissions.

  8. Be sure your machine is connected to the internet and the firewall is temporary off.

  9. Launch the new Kinemac double clicking on its icon.

  10. If Kinemac won't launch yet, please contact us providing the information listed here below.

  11. When contacting us please provide the following information:

  12. Your license number and the name & email you used to register the product.

  13. The MacAddress number shown on the Kinemac's window OpenGL Info.

  14. Your computer model, PPC or Intel, MacOS X version.

  15. Tell us whether the menu item Kinemac:Authorize Computer is disable (gray).

  16. Select the menu item Kinemac:Authorize Computer and tell us which message you have got (copy and email us that message).

  17. Please carefully describe any detail, how and when the trouble came out, what you have already tried to solve it. Any detail could speed up our support for you.

  18. Contact us using this form.

 
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