Technical Support

We know how frustrating it is to purchase something and then find it to not work, to stop working down the road or to have a hard drive crash and lose your product altogether.  That is why we have developed this knowledge base to help you find answers and to get you up and running quickly.  We kindly ask that you spend some time on this page to see if we've already provided a solution to your problem (odds are this is the fastest way of helping you) and if that fails there is always a warm body eager to assist you. 

(We hate automated IVR systems and knowledge bases with NO company contact info, that is why we are providing our contact info here for you in case this page doesn't resolve your issue; info at the bottom of the page.)

If you have a general color grading question you may actually find the best help on the CGC Facebook Group.


Knowledge Base

Click "+" to expand sections

General Inquiries

+ I've lost my order, how can I download it again?

Recovering your order is as simple as visiting this link and entering your email address to have your order resent.

+ Installer stuck on "Install for me only"

Click ON the "Install for me only" destination and and then the "Continue" button will be activated allowing you to complete the installation.

ASCEND LUTs

+ "Installation Failed" error message

Watch this troubleshooting video for how to do a manual installation of the ASCEND LUTs for LUT Utility and Color Finale in FCP X.

cineLook for FCP X

+ Error message: "The installation failed." after running cineLook for FCP X installer pkg.

We apologize for the inconvience. We do have a little work around for you where if you're confident in using the Finder you can manually intall the necessary files. First download the file you'll need by clicking here.

  1. Go to Finder
  2. Go to "Movies" folder (If you don't see this in Favorites, go to the "Go" menu then to "Home" then to "Movies")
  3. Then go to "Motion Templates" folder
  4. Then to the "Effects" folder
  5. Unzip the file "cineLook.zip" that you downloaded above
  6. Copy and paste the folder "cineLook + GORILLA GRAIN" into the "Effects" folder
  7. The directory structure should like this with the folders copied:
  8.        /Movies
                         /Motion Templates
                                                /Effects
                                                              /cineLook + GORILLA GRAIN
  9. Restart/launch FCP X
  10. You're all set!

Color Finale

+ Color Finale not showing in FCP X after installing?

First of all you need to make sure that ColorFinale is in the main /Applications folder and that you've double-clicked on it to make it run. If Color Finale is still not showing in FCP X you may need to repair file permissions. To do this simply navigate to your user/Movies/Motion Templates/Effect directory. You'll want to right-click on the folder "Effects" and choose "Get Info." From here you'll need to right click on the padlock in the bottom right hand corner of the prompt and enter your password. You'll then change the Privileges for your user (Me) to "Read & Write." Then click the gear icon immediately below and choose "Apply to enclosed items..." Then you'll just need to run Color Finale again from the main /Applications folder and then launch FCP X. You should now see Color Finale in the "Effects" section. If you run into any difficulty with performing this procedure then contact support@colorfinale.com.

+ Error message: Unsupported GPU

This generally occurs on older Macs 2011 and older as well as graphic cards that are not officially supported by Apple. Color Finale requires your graphics card to support OpenCL v1.2 the fact that you're receiving this message means that your card doesn't. The only options are to replace the graphics card with one that supports OpenCL v1.2 or try on a different Mac.

+ "Open" button suddenly not showing up?

You need to run ‘ColorFinale’ from the main /Applications folder in order to register the bits with the new OS (likely because you've just updated). Close FCP before doing this.

+ Error message "License code has already been utilized"

This means your TWO activations or "seats" have been utilized and so you will need to deactivate a license. To deactivate a license you need to run 'ColorFinale' from the main /Applications folder. Go to the 'ColorFinale' menu at the top then down to "Deactivate License." If you don't have access to the computer or experienced hard drive failure please kindly send an email to support@colorfinale.com

+ I have lossed my activation code or where to download CF

You'll want to search in your email for an email from 'Paddle' containing your activation code. Color Finale can be download at anytime from: HERE

+ Final Cut Pro X crashes when Color Finale added to clip

If you have an Nvidia graphics card and you've installed driver from Nvidia website switch back to Apple native driver for using Color Finale.

+ Color Finale keeps crashing FCP X

The next time FCP X crashes please kindly copy the crashlog and paste it into and email to support@colorfinale so that we can investigate. It will be helpful for us to know what you were doing at the time of the crash.

+ Part of the Color Finale window is cut-off

This can occur when using a second monitor. Geometry of the window is saved in preferences. Here is how to reset window. Search for or open Terminal.app found in the 'Utilities' folder of the main /Applications directory.


Copy/paste the following command into the Terminal:


defaults delete com.apple.FinalCut "NSWindow Frame ColorFinalePanel"



Then hit return.

LUT Utility Standalone

+ LUT Utility having any kind of technical issue

Make sure that you are running the latest version of LUT Utility v1.44. To be sure you're running the latest please download and run this installer:
Click here to download Apply LUT FxPlug v1.44

+ Error message: "The installation failed." after running LUT Utility installer pkg.

We apologize for the inconvience. We do have a little work around for you where if you're confident in using the Finder you can manually intall the necessary files. First download the files you need by clicking here.

  1. Go to Finder
  2. Go to "Movies" folder (If you don't see this in Favorites, go to the "Go" menu then to "Home" then to "Movies")
  3. Then go to "Motion Templates" folder
  4. Then to the "Effects" folder
  5. Unzip the file "LUT Utility_files.zip" that you downloaded above
  6. Copy and paste the two folders "CGC" and "LUT Utility" into the "Effects" folder
  7. The directory structure should like this with the folders copied
  8.        /Movies
                         /Motion Templates
                                                /Effects
                                                              /CGC
                                                              /LUT Utility
  9. Restart/launch FCP X
  10. You're all set!

+ Error message: You can't open ApplyLUTPane preference because it doesn't work on an Intel-based Mac

This occurs on Mac's running 10.7 "Lion" but this is okay because we can manually install the license.

  1. In your Finder go to Macintosh HD/Library/Application Support
    2. Create a folder called "CGC" in this location and enter your password
    3. Simply copy/paste the license binary file to this CGC folder you've just created

+ How to manually manage or import LUTs

To manually import or manage LUTs for LUT Utility you can easily do this in the Finder.

1.In your Finder go to: user/Movies/Motion Templates/Effects/CGC/LUTUtility
2. Copy LUTs to this location to make them accessible in LUT Utility in FCP X
3. Restart FCP X and reapply apply 'Apply LUT' to refresh list

+ Watermark (red dots) still showing

  • Make sure first of all that you have activated it with the binary license file. Follow 'ReadMe' instructions for activating.
  • Try removing "Apply LUT" and then reapply
  • If that doesn't work try deleting the render files by going to "File" menu then down to "Delete Generated Event Files" check the "Delete Render Files" checkbox and then the "All" radio button then click "OK"

M31 LUT

+ Error message "The installation failed."

You can download the M31 LUT by clicking here, then unzip. To manually install for your application of choice follow the instructions below:

DaVinci Resolve
Copy to the directory:
Macintosh HD/Library/Application Support/Blacmagic Design/DaVinci Resolve/LUT
Restart Resolve

Color Finale
Copy to the directory:
/Movies/Motion Templates/Effects/Color Finale/LUTs
Restart FCP X

LUT Utility
Copy to the directory:
/Movies/Motion Templates/Effects/CGC/LUTUtility


Still having trouble?

My apologies in advance we didn't have a solution for you here.  Please contact us at denver@colorgradingcentral.com for a resolution.  Please allow up to 24 hours for a response.  If it's an emergency and can't wait you can send a text message to the phone number in the signature of my email.