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

+ I need to restore my activation code or/and download Color Finale

To get your license code, Activate and Deactivate licenses and to download latest versions of the software please visit https://lm.colortrix.cloud. Enter email address your software is registered with and you’ll be sent temporary link to your personal License Manager page.

+ I just updated Final Cut Pro X to v 10.4.1+ and it's saying that Color Finale is out of date

You'll just need to update Color Finale by following these steps:

  1. Close out of FCPX
  2. Double-click the Color Finale application in your main /Applications folder
  3. Go to the Color Finale menu at the top and select "Check for Updates"
  4. Install the latest update

+ Color Finale not showing in FCP X after installing?

Make sure Show/Hide Effect button in the Inspector is set to Show.

Make sure that Color Finale is in the main /Applications folder. If your computer has separate admin and regular user accounts and you are running FCPX as the regular user move Color Finale application from /Applications folder to ~/Applications folder under your user account. Exit FCPX and run Color Finale.app from ~/Applications. Restart your computer. Restart FCPX. That should add plugin to FCPX

+ Color Finale panel “Open” button not showing in FCPX inspector after FCPX or MacOS update

First of all you need to make sure that ColorFinale is in the main /Applications folder. Exit FCPX and run Color Finale.app from /Applications. Restart your computer. Restart FCPX. That should add plugin to FCPX again. Contact support@colorfinale.com if you're still having difficulties.

+ 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.

+ 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.

+ My computer isn't supported by the latest version of Color Finale

If you need an older version of the plugin please email support@colorfinale.com.

If your issue is not answered here, please email support@colorfinale.com

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.

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