PixelGenius Customer Support

PixelGenius very much appreciates your choice of trying or buying our products. We want your experience to be as trouble-free as possible. If you have any questions or problems, please don't hesitate to contact us using the PixelGenius Tech Support button on this page.

OS X Mountain Lion (Version 10.8) Compatibility Info

With the release of OS X Mountain Lion (Version 10.8) Apple has changed the Security and Privacy settings in the System Preferences. By default, application installers are subject to additional security. Unless you change your Security & Privacy settings in your System Preferences, you will not be able to simply double-click on the PhotoKit 2, PhotoKit Sharpener 2 or PhotoKit Color 2 installers to launch the installer. You can Right-Click (Control-Click) on the installer to get the Open command from the context menu. For more info, see our Mountain Lion Info Page.

Photoshop CS6 & Photoshop CC Compatibility

PixelGenius has released updated versions of our products for full CS6 & CC compatibility. Please visit the Downloads page for the most recent versions; PhotoKit 2.0.5, PhotoKit Sharpener 2.0.7 and PhotoKit Color 2.2.3. Note, there are reports from users of Photoshop CS6 & CC who are having problems after trying to copy various plug-ins from Photoshop CS5 and earlier. Photoshop CS6 & CC have changed the nature of Adobe built-in plug-ins and 3rd party plug-in installations.

In CS6 & CC, the Plug-ins folder in the main Adobe Photoshop CS6/CC folder is empty. CS6 & CC's internal plug-ins have been relocated to different places based on what platform you are on. However, the Plug-ins folder in the main app folder is the ONLY place where 3rd party plug-ins should now be installed. You do NOT want to simply copy the entire contents of previous versions of Photoshop plug-in folders into this new 3rd party plug-ins folder–you certainly don't want to load any Adobe plug-ins from previous versions of Photoshop into this folder. This will cause users a great deal of problems including not being able to save files in various formats.

Also, you do not want to select the option for using an Additional Plug-ins Folder in Photoshop CS6/CC's Plug-ins preferences unless you are very, very sure that the only plug-ins installed in that folders are non-Adobe, 3rd party plug-ins.

The best practice for installing 3rd party plug-ins in Photoshop CS6 & CC is to visit the 3rd party developer's site and download the most recent CS6 & CC compatible versions and run the actual installers to select the main 3rd party Plug-ins Folder inside of the Adobe Photoshop CS6/CC folder.

A quick note regarding the installers for Photoshop CS6 & CC compatibility. If you already have version 2 products installed and activated in Photoshop CS5 or earlier, you do not need to de-activate those previous versions when running the installers for CS6.

A Note about Updates

PixelGenius has updated PhotoKit Sharpener 2 (PKS 2) to version 2.0.7 to address several reported issues.

PixelGenius has updated PhotoKit 2 (PK 2) to version 2.0.5 to address several reported issues.

NOTE: PKS 2 & PK 2 requires Photoshop CS3, CS4 or CS5 to run. PKS 2 & PK 2 support the system requirements for the various versions of Photoshop that PKS 2 & PK 2 supports. So, you can run PKS 2 or PK 2 for Mac running CS3 or CS4 with PPC or MacIntel. Photoshop CS5/5.5 is supported using MacIntel only.

PixelGenius has also released a PhotoKit Color 2.2.3 update to address issues in the most recent CS6 & CC updates. NOTE: if you are using a version of Photoshop prior to CS3, you will need to download the legacy version of PhotoKit Color 2.1.3 still available on the PG Downloads page.

We suggest all users upgrade to PK2 2.0.5, PKS 2.0.7 and PKC 2.231 which are now available on the PG Downloads page.

PixelGenius apologizes for the inconvenience some users have experienced. We have posted fixes and and updates for all known issues. We thank our users for reporting issues so quickly..

If you have any technical support questions not covered by the Support Notes, User Guides or the Info Pages,
please use the contact form to send an e-mail to:


Note: PixelGenius does not offer live phone support. Please contact Tech Support via the e-mail form above. We normally respond within 24 hours, Monday-Friday. Important: When you send e-mail to Tech Support, please make sure that you allow return e-mails from pixelgenius.com in any anti-spam software you use. Tech Support cannot respond to spam blocker

 

A note about Adobe Photoshop CS5/5.5–Macintosh and Lion (10.7.x)

The current version of PhotoKit 2, PhotoKit Color 2 and PhotoKit Sharpener 2 are fully functional in Photoshop CS5/5.5 with 64-bit support for Mac and Windows. The current versions of our products also support installing and running in Lion (10.7). The legacy products of PhotoKit 1.x, PhotoKit Color 2.1.3 and PhotoKit Sharpener 1.x will run under Lion but the installers for the products will not because Lion no longer supports Rosetta which is required to run the installers. Those legacy products are no longer supported so no updates to the installers will be done. The current line up of products' installers have been written for compatibility with Lion.

 

A note about earlier versions of Adobe Photoshop under Windows Vista

Adobe has decided not to release Vista compatible (certified) updates of earlier versions of Photoshop. Photoshop CS2 will install and run under Vista but needs to be launched as an Admin level application. Adobe does not recommend running any earlier versions of Photoshop such as CS or version 7 under Vista. Since we run under Photoshop as a "hosted application" (plug-in) PixelGenius can not support our products running under Vista unless you are using Photoshop CS3/CS4/CS5 or Photoshop CS3/CS4/CS5 Extended. Click HERE to download and read Adobe's Windows Vista Compatibility (127KB PDF).

A note about Adobe Photoshop CS4/CS5/5.5–Windows

The current Windows versions of our products are compatible when running under Photoshop CS4/CS5 and CS4/CS5 Extended when launched under Windows XP/SP3 and Windows Vista SP1 & SP2 and Windows 7. Pixel Genius products support both 32 bit and 64 bit versions when hosted by Photoshop CS4/CS5.

We will only be officially supporting 64 bit binaries on Vista 64 and Windows 7 (it "may" work fine on Windows XP under 64 bit but since Photoshop CS4/CS5 is not officially supported by Adobe under XP 64 we can not be sure our products will work correctly under that OS). Click HERE to see the supported system requirements for Photoshop CS5.

Note, you will need to run the installers twice while booted under 32 bit and 64 bit and install the plug-ins in both binary versions of Photoshop CS4/CS5. Also, the plug-ins require separate activations for both the 32 bit and 64 bit versions.

A note about PixelGenius Product Activation

PixelGenius has added product activation to allow our serial numbers to work cross-platform. Activation can be done automatically over the Internet or manually if your machine is not "net" connected (Vista 64 must be net activated). Note, you will still need to have a computer handy that is net connected to obtain your manual activation ID key. To manually activate, please use the Tech Support form to contact our customer support.

If you need to check your eSellerate records for your receipt or your order number, click here

You can also double check your serial number by going to the About Plug-ins and navigating to your plug-in module. The About Screen contains the version number, and serial number. If you have any questions regarding your credit card transaction or billing, please contact eSellerate Customer Support. Note, this email address is for questions regarding your credit card transaction or billing only.


The PixelGenius EULA allows the installation of your purchased products on two computers-not to be run at the same time. PixelGenius EULA.

PixelGenius offers a free demo period (seven or ten day, depending on product). Once expired, PixelGenius can not extend the demo period. PixelGenius also offers a 30 day money back guarantee on all purchases. Please see the 'Terms of Sale' for information regarding making a return. PixelGenius Terms of Sale


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