If you are experiencing an issue with the use of your plugins or the installation of them, then to enable us to more accurately understand the problem and to help us resolve it for you, we would need you to contact our support team providing as much of the following information as possible:
Full description of operation taking place and resulting issue including any error messages/license inactive IDs
Some screenshots or a screencast video showing the issue
When starting the Astute Manager, does the loading page show all green ticks under “Initialising plugins interface”? (screenshot example below). If not, please send a screenshot of this also
email address that you are logging into the Astute Manager with
Your operating System (including point release)
Your version of Illustrator (including point release)
Details of any third party apps/security software that you currently have installed
Hardware Description (RAM, GPU, etc.)
The version number of your currently installed Astute Manager (if you know it)
Details of any additional Hardware (such as a Wacom tablet)
The most useful information is a log after reinstallation of the plugins - Please let us know if you do this so that we can warn the technical team to look out for it
Your enquiry will then be marked for the attention of our technical advisors, one of whom will investigate and reply to you as soon as they possible can. We normally aim for a 2 working day response time (it may take a little longer for technical enquiries or at busy times) however, we will always endeavour to get a reply and solution to you as quickly as possible and so the wait time is usually less.