Troubleshooting

Start with the symptom below. Keep your working projects, presets and activation records intact.

The download is missing or the edition is wrong

Use the download instructions for your order. Standalone uses a DMG; Adobe + DaVinci uses a PKG; Complete includes both.

If access is missing, contact faceworldinstruments@gmail.com from the purchase address with your order number. If you bought the wrong edition, say whether you want to exchange it or keep Standalone and add plugins. Do not buy again just to work around a missing link.

See Installation and activation.

Installer says “The installation failed”

1. Save your work and close After Effects, its Render Engine, Premiere Pro, Adobe Media Encoder, Resolve and GLAZE Activation.
2. Retry the current plugin package once.
3. If it fails again, open Window > Installer Log in Installer, choose Show All Logs, and save the log.

Send the log, exact package filename, download date, macOS version, Mac model/chip and editor version. The final Summary screen alone does not identify the cause.

Installer 1.0.7.11 includes fixes for certain shared-folder and repeated-install cases. Leave interrupted-installation records, licenses and presets in place. Do not manually change folder permissions, copy plugin bundles or repeatedly reinstall.

A failure during installation does not, by itself, show that your Resolve version is incompatible.

macOS says the download is damaged or cannot be verified

Stop and capture the exact message. Send support the filename, download date and macOS version. Do not disable Gatekeeper, remove quarantine or run Terminal fixes to force the app or package to open.

GLAZE is missing from the editor

Confirm the plugin installer finished successfully, then restart the editor once.

• After Effects: search GLAZE in Effects & Presets, under Faceworld Instruments.
• Premiere Pro: search GLAZE in Effects, under Faceworld Instruments.
• Resolve: search GLAZE under OpenFX / Open FX.

The Standalone app is separate and does not add effects to an editor. The optional GLAZE CRT Extended UI is an Adobe panel; Resolve does not have that panel.

If the native Adobe effect is available but the panel is missing, you can use native Effect Controls. Include the exact editor version and missing menu in your support request.

The Adobe panel is blank or adjusting the wrong shot

Select the intended layer in After Effects or timeline clip in Premiere. Confirm that it already has the GLAZE effect, then open its native Effect Controls and reselect it with the panel visible.

Start with one selected layer or clip. If the panel still does not follow your selection, use native controls and send a screenshot showing the selection and panel. Do not reinstall the whole package solely because a panel is not populated.

Activation fails or reports a device limit

Use the purchase email and order number from your receipt, with an internet connection. Check that you own the format you are trying to use.

For plugins, open GLAZE Activation using the Finder instructions. Preserve an existing recognized activation.

Your allowance is two activated Macs for one user, not two per host. If a replacement Mac or the same Mac unexpectedly hits the limit, contact support. Do not delete license files, reset Keychain items or assume reinstalling frees a seat.

A still-image H.264 or HEVC export fails in Standalone

In released build 11, some odd-sized still images can fail to export in H.264 or HEVC.

1. Select PR422 / ProRes 422.
2. Export to a new .mov file.
3. Open that file and check its framing and duration.
4. If you need MP4, convert the ProRes file in your editor and check the result.

Use ProRes 422 for this problem. If it also fails, send the image dimensions, chosen duration, codec and exact error. This does not mean every H.264 image export fails.

Export fails, stalls or produces an unexpected result

Check that the destination is writable and has enough free space. Use a new filename rather than overwriting the source. Try a short nonconfidential clip.

With a plugin, export the same short section with GLAZE disabled and note whether the problem remains. In the host's export window, verify the selected sequence/composition/timeline, range, resolution, frame rate and audio.

Tell support whether the issue is an error, a hang, a file that will not open, or an unwanted visual result. Include whether the export was direct from the editor or through a separate render application.

Preview is slow

Try a short clip and close other demanding apps. Compare preview playback with a short final export.

In Standalone, SD, HI and FULL change processing quality; they do not choose output dimensions. A lower-quality preview can help while adjusting a look, but inspect a final-quality export before delivery. In a host, its preview-resolution controls are separate from GLAZE's controls.

Do not assume that changing GPU or background-render settings is a required GLAZE fix. If the issue persists, report your hardware, source dimensions and whether only preview or also export is slow.

Send a useful support request

Email faceworldinstruments@gmail.com with:

• App: Standalone, After Effects, Premiere Pro or Resolve.
• Versions: GLAZE build or installer filename, macOS and editor version; include Free or Studio for Resolve.
• Mac: model, chip and GPU if known.
• Steps: what you did, what you expected and what happened.
• Evidence: exact error or a cropped screenshot.
• Media/export: still or video, dimensions, codec, frame rate or still duration, export format and whether a short test works.
• Installation: saved Installer log after the single retry.
• Order/activation: purchase email and order number, sent privately.

Do not include passwords, payment-card details, signed activation receipts, license files, private download links or client footage. Review screenshots and logs before attaching them. Support can request a specific diagnostic file if needed; a command-line support bundle is not required for the first message.