Support FAQ

  • What do we do if we don’t want to use Quicktime on Windows?

    If users have security concerns and do not want to use Quicktime on Windows, but still want access to .MOV and .MP4 codecs, we recommend that they uninstall QuickTime Player, and install only the QuickTime Essentials part of the package. This substantially reduces the attack surface and reduces QuickTime to the status of a faceless library on their system which will only be used inside of other software for codec decoding. For v5 users, the mocha Pro 5 Plug-in option is the ideal solution because it has no dependency on QuickTime and reads the image data right out of the host’s timeline. For users who are unable to upgrade to mocha Pro 5 the Plug-in, installing the codecs alone will help solve some of the problems users are encountering with Quicktime on Windows.

    If you have trouble installing only the quicktime essentials, try this method:

    1. Fully uninstall Quicktime and delete any Apple folders left on your machine for a clean uninstall.
    2. Reinstall using the full installation option with the player installed as well.
    3. In your program management configuration panel, select the uninstall option and ask Quicktime to be “modified.” 
    4. Uninstall Quicktime Player only but keep the full library of codecs you need to read .MP4 and .MOV files.

  • Upgrade questions and pricing

    Have questions about pricing or upgrades? Please review this page or contact our sales team.

    mocha Pro 5 Plug-in Options Purchase Price Upgrade from mocha Pro 4
    mocha Pro 5 (Adobe Plug-in) $695 $395
    mocha Pro 5 (Avid Plug-in) $695 $395
    mocha Pro 5 (OFX Plug-in for Nuke, Fusion, Vegas Pro) $695 $395
    mocha Pro 5 (Multi-Host Plug-ins) $995 $595
    mocha Pro 5 Standalone Options Purchase Price Upgrade from mocha Pro 4
    mocha Pro 5 (Standalone App) $1,495 $495
    mocha Pro 5 (Standalone + Multi-Host Plug-ins) $1,695 $595
    mocha VR Purchase Price Upgrade from mocha Pro 5
    mocha Pro 5 (Standalone + Multi-Host Plug-ins) $1,995 $300
    mocha VR (plug-in only) $695 (Adobe, Avid or OFX) $300

    Upgrade NowContact Sales


    Q. Why do I have to pay for upgrade?

    A. At Imagineer we do our very best to provide our customers with quality products and a high level of support. Point releases that include bug fixes are delivered free of charge. For major version releases that introduce value added new features, we charge an upgrade fee to support the ongoing development and improvement of our products. mocha Pro 5 represents a significant major release.

    If you have any questions, we are here to help. Please contact us.


    Q. I am running the Adobe CC bundled mocha AE CC (or HitFilm bundled mocha HitFilm). Can I upgrade to mocha Pro 5?

    A. We no longer offer a bundled mocha AE CC (or mocha HitFilm) to mocha Pro upgrade path. However, please note that the new $695 mocha Pro 5 plug-in purchase price is actually lower than previous mocha AE to mocha Pro 4 upgrade path ($795).

    While there will be a grace period for past owners of purchased mocha products such as mocha Plus or mocha Pro 3, in the future only v4 to v5 upgrades will qualify for upgrade pricing.


    Q.  I currently own a nodelocked mocha Pro license but now wish to run the plug-in option. Is this possible?

    A. Yes, choose the mocha Pro 5 plug-in option upgrade for $395 to run on one host OR the Multi-Host upgrade option for $595 which includes standalone app + multi-host plug-in license on one activation code.


    Q. I currently own a mocha Pro 4 floating license. Can I upgrade to the mocha Pro 5 plug-in option?

    A. At release time, the mocha Pro 5 plug-in option is not available as a floating license. Please note v5 has an improved license scheme that allows users to activate/deactivate their licenses while connected to the internet, so the plug-in option has flexibility for larger installations.

    Customers that own mocha Pro 4 floating licenses can upgrade to mocha Pro 5 floating licenses and continue to run the application as a standalone outside of their host OR can cross-grade to the Multi-Host plug-in option using the nodelocked license mechanism. These sites can add plug-in options on a per seat basis à la carte OR purchase a 1 year multi-host subscription for $595/year. If you’re still unclear or wish to discuss volume license options, please contact us!


    Notes on Upgrades & Purchases

    • Not sure which product you own? Launch your mocha software and go to the “about” section
    • If you do not own a ‘paid version’ of mocha such as mocha Pro or mocha Plus product, you must purchase the full product.
    • Adobe Creative Cloud subscribers can now purchase the mocha Pro 5 plug-in for $695. This is $100 less than the previous mocha AE to mocha Pro 4 price!

    Support Contracts

    Imagineer offers 1 year support & maintenance contracts for customers that wish to insure they are always running the latest version or need a guaranteed response time for customer support & technical issues. For more information, please contact us or your local reseller.

    Subscriptions / Rentals

    We now offer a 1 year subscription of mocha Pro 5 . $595 per year includes Multi-Host plug-ins and all major updates.

    Educational Program

    Imagineer offers academic discounts for students, faculty and training centers. For more information, view the academic discount page.

    Volume Pricing

    We offer competitive discounts on volume purchases and enterprise site licenses. For more information, please contact us.

  • Why can’t I login to imagineer system’s website?

    You might not have the right password or email to login with.

    • Make sure you are using the email you purchased your software under.
    • If you are not using the correct password, or you have lost your password, you can use this link to reset.

     

    It is also possible that you have a cookie problem on our website.

     

    If all else fails, you can try making a new account here. But if you are still having problems logging in after trying these options, please contact support, and we will be happy to help you.

  • What product is right for me?

    Q. I am not sure the differences between your products. Which do I choose?

    A. With the mocha Pro 5 release we have simplified our offering. Choose from the mocha Pro plug-in or standalone options.

    The compare products chart shows the differences between mocha Pro 5 and the Adobe & HitFilm bundled mocha products (mocha AE / mocha HitFilm).


    Q. Do I need the standalone or the plug-in option? 

    A. The standalone and the plug-in option share an almost identical feature set and the ability to export tracking and roto data to most popular formats. The main difference: the plug-in runs inside your host application and uses the host’s media engine whereas the standalone does not require a host software.

    If you only use only Adobe After Effects & Premiere OR Avid, you may only require the Adobe or Avid specific  plug-in. If you use Adobe, Avid, Nuke, Resolve or Fusion, you many want the Multi-host option.

    If you have dedicated roto and tracking artists OR want to build an assistant station dedicated to mocha Pro, choose the standalone option.

    Please note: the mocha Pro 5 plug-in is not available as a floating license. If you have a large site that requires floating licenses, please contact our sales team for pricing.

    Below are basic descriptions of mocha powered products currently available for purchase on our website.


    mocha Pro 5

    Planar motion tracking & roto masking tool with advanced modules for visual effects and finishing. Available as a stand alone application OR as a plug-in option that runs inside of Adobe AE, Adobe Premiere Pro, Avid Media Composer (OFX for Nuke, Resolve and other hosts coming soon).

    Both the plug-in and stand alone can export tracking or roto data to: Adobe After Effects, Adobe Premiere Pro, Avid,  Apple Final Cut Pro v7, Apple Motion, Autodesk Flame, Autodesk Smoke , HitFilm, Maya, Maxon Cinema 4D, Assimilate Scratch, Boris FX, Blackmagic Fusion, The Foundry Nuke, Red Giant and Quantel.

    Includes advanced modules: Lens Distortion, Object Removal, Insert w/ mesh warper, Stabilize and 3D Camera Solver and Stereo 3D support. Compliments almost all industry editing, effects and 3D software.

    Available on OS-X, Windows & Linux.

    learn more  purchase now


    Boris Continuum Complete (BCC)

    Boris FX is Imagineer’s parent company and has integrated mocha technology into flagship plug-in package BCC. BCC 10 contains over 250 plug-ins for professional editing, motion graphics and finishing.  Includes tools for 3D titling and motion graphics, Image Restoration, Lights, Particles and more.

    New in BCC 10 is integrated mocha/Pixel Chooser found inside almost every effect. The integrated mocha is used for isolating effects and filters OR motion tracking lens flares and objects. While this is a very powerful application inside the BCC filters, mocha Pro contains advanced modules for visual effects and the added ability to export track and roto data to almost all industry standard formats. BCC 10 is currently available on OS-X & Windows.

    learn more


     CoreMelt: SliceX/TrackX/DriveX powered by mocha

    For Final Cut Pro X users, Imagineer licenses the mocha tracking engine to FxPlug developer CoreMelt. This set of plug-ins for Final Cut Pro X brings mocha’s tracking and masking functionality to the FCPX timeline at a very affordable price. Used for screen inserts, text tracking, isolating color correction, blurs and more.

    Available on OS-X only.

    learn more

     


    Still confused? Please contact our sales team and we will do our best to help. Additionally, you can browse the forums to talk to other mocha users.

  • Does mocha use multi-threaded processing?

    We only multi-thread some of the processes in mocha at this time.  Performance improvements are on the development list to speed up a lot of the workflows. We will let our users know when we are able to utilize multi-threadding on all of our processes, but that will take time to implement.

  • How do I get started learning mocha?

    The getting started page is a good place to begin your mocha journey. You can also view the video tutorial section and browse by tag or date. Another great resource are Curious Turtle training videos. You can watch the free mocha Fundamentals video series here or purchase downloadable materials.


    Other resources: On the training resource page, you can find links for authorized training partners and certified mocha instructors.

  • How do I open mocha AE that shipped with Adobe After Effects CS4-CS5?

    Open the Adobe After Effects program folder and launch the mocha AE. It is a standalone program.

  • How do I open mocha Plus or mocha Pro from After Effects instead of mocha AE?

    If you own mocha Plus or mocha Pro, you can open these products from within AE. To open mocha Plus or mocha Pro inside of After Effects the same way mocha AE opens from After Effects, simply  go to mocha Pro and navigate to mocha>file>preferences and open mocha’s preferences. Check “track in AE” and close mocha. Restart After Effects and use Animation>Track in mocha AE as you normally would. The Plus or Pro version of mocha will now open the same way mocha AE used to.

  • How do I open mocha AE that ships with Adobe After Effects CS6 or Creative Cloud?

    mocha AE ships free within Adobe After Effects CS4 through Creative Cloud.

    To launch, within After Effects: select the layer you want to track, go to Animation>Track in mocha AE.

  • Why am I getting the error code: “Could not decode product name from…”?

    That is caused by trying to use the incorrect activation code for you mocha product. Make sure you have double checked your activation code, and make sure you have the right version. You usually see this when you have used license manager 1.2.5 for mocha V4, are trying to activate a mocha V3 software with a mocha V4 code, or have substituted mocha Pro for mocha Plus.

  • Why can I only export ten frames or why are all my renders watermarked?!

    You are running mocha in learning edition (LE) mode. In LE mode, exports are limited to 10 frames and renders have watermarks on them. LE mode exists so that you can continue to learn mocha even after your 15 day trial has expired.

    If you are running on a floating license and you see the that you are running in LE mode, all your licenses have been checked out. If you have been working on a file on a node-locked license and you lose your license to another user, do not save your file in LE mode. If you have saved your file, you will have to send it to our support team to be unlocked. Be advised, it may take anywhere from 24-72 hours to unlock your LE mode files.

    Keep your splash screen on if you are running floating licenses so that you can look out for this warning: “Warning! You are Running in LE Mode.

  • Why can’t I see my roto shapes, surface tool, or grid tool?

    Turn overlays on, that should fix the issue for you.

  • Why is my footage blank, black, white, or one frame long?

    There are certain types of codecs and file types that mocha does not support, usually native, unprocessed codecs off of cameras and AVIs on Windows. You may need to convert the file to something mocha supports, such as quicktime or an image sequence. If your screen is black or white for clips but not for images, it is most likely the codec for the movie files that is causing the issue.

    View Documentation: supported file list

    Other troubleshooting tips: 

    • Double-check that your quicktime drivers, codecs, and video card drivers are up to date, and that quicktime can open the file.
    • Try changing your codec to a more widespread codec. Usually any other quicktime format like animation, h.264, or JPEG compression should work, or another type of common .avi compression.
    • If the footage loads in quicktime but not in mocha, try converting the clip to a file we know for sure that mocha recognizes, like a TIFF or JPEG sequence, to test and make sure that mocha is running properly.
  • Why can I not track something that I know should be easy to track?

    Understanding the planar tracker is key to getting a good track. Increasing the Min % of Pixel Used in the track tab can also help.

    If your tracker is simply not working properly, there could be a corrupt file in your cache. Delete the contents of your cache folder. You can find your cache folder in your Preferences: File>Preferences wherever you have set it to, but usually somewhere like “C:/MoTemp/”.

    Delete the cache folder contents and restart mocha.

  • Why is my track slipping?

    It may be because you do not notice an occlusion that mocha DOES see; moving objects or people that slowly move in front of the area you are trying to track need to be avoided. Also look out for obvious or even “barely there,” consistently moving reflections or shadows; mocha will notice them even if you don’t!

    But it could also be that you are not tracking enough or the right area of an object. When tracking surfaces you will usually get a much better track if you include the edges and not just the interior of an object. This is because mocha can define the difference between the background and the foreground and lock on better. You also may need to make your shape larger or track a better area of texture. Remember, mocha is a texture tracker. So if there is no pattern, mocha doesn’t know what to track.

    Finally, make sure your layer oder isn’t occluding tracks you are trying to make. When you track a layer, the mattes of any active layers above the layer itself are subtracted from the matte of the layer and hence influence the area being tracked. To keep your tracking predictable, it is recommended that you keep your tracking layers on the top of the stack unless you specifically wish to use other layers to subtract from the tracking area of layers beneath it. To monitor what the tracker “sees” as a tracking area, select the Track Matte button in the view control. With this layer order, as long as your track objects from the foreground to the background, you will always have holdouts for the tracks behind them.

  • Why doesn’t mocha support my footage?

    mocha supports most standard movie clip and image sequence formats.  In order to use clips (ie. not image sequences) you must have QuickTime installed. Level of QuickTime support can vary depending on the operating system.

    View documentation: supported file list

    What to Do if mocha Does Not Support Your Footage

    In the event that you are working in a format that mocha doesn’t support, we recommend converting the footage to an image sequence.

    If you are just tracking, you can use any compressed format such as a JPG sequence and then use your original footage when you apply the data.  If you are going to be doing rendering, such as using Mocha Pro’s remove or insert modules, then we recommend converting to a DPX or TIFF sequence.

    Make sure of the following when converting to an image sequence:

    1. The frame rate, aspect ratio and dimensions are the same as the original footage.
    2. If you are creating proxy footage, make sure the aspect ratio and frame rate are the same.
    3. If you are using a particular bit depth, make sure you convert to the same depth if you are using the footage for rendering inside mocha
    4. If using compressed footage, don’t set the compression too low, as this will create artifacts that may hinder tracking and roto.
    5. Make sure mocha supports the sequence you are converting to!

    If you would prefer to convert to a movie clip format then we recommend a standard format that QuickTime would understand, such as Animation. If you are working on OSX, ProRes can also be a good alternative.

  • Why doesn’t my tracking or shape data line up from mocha to my compositing or editing program?

    When you paste or import your mocha data into the final composite or edit, make sure you are pasting or loading your data in at the first frame of the clip, otherwise your data will not line up.

    Project settings such as frame rate, dimensions and pixel aspect ratio must be match between your mocha project and your destination software. Make sure these values match the settings in your compositor or editor and inside of mocha, otherwise your tracking data will not match when you export it.

    If your are using Adobe After Effects, the target layer you are pasting data to should also be the same size as your AE composition. A good After Effects troubleshooting tip: create a new solid that is the same size as your composition. Paste your track or roto shape data to this layer. If it does not line up, the issue is mostly likely a project mismatch.

  • Why is my shape pasting in but not moving?

    If your key frames are pasting incorrectly, such as your shape pasting into your software but not moving, it may be that they are pasting off the timeline or the frame range is not the same from your comp to mocha. Look on the whole length of your clip (not your trimmed composite) and see if it’s pasting outside your comp range. A workaround for this is paste shapes on a solid of the same size as the footage you tracked in mocha and use that as a track matte to troubleshoot shape issues, that way you can slide the keys into place when they paste so far offscreen.

    The reason you are encountering this is because the mocha standalone products like mocha AE are actually reading the full clip instead of the host project, so if your clip is much longer than your project file and you haven’t trimmed the data in mocha you can run into this issue. If you want seamless integration, try using the mocha Pro Plug-In, and trimming the comp to the work area, that will completely eliminate any copy and pasting errors as it reads from and renders to your timeline, and can even calculate motion blur with roto, it also has several other useful modules mocha AE doesn’t have, like Remove and Insert.
    A workaround you can try is trimming the frame range inside of mocha and seeing if that fixes your issue, but you still must make sure your frame rate and aspect ratio match from your host to mocha.
  • Why does my shape not paste correctly into After Effects or Nuke?

    If your mocha shape does not lineup in your destination software, you may have a mismatched project frame rate or aspect ratio.

    If you are seeing stranger results, the track for that shape may have become corrupt. A good way to check this is to turn the surface tool on and see if the surface tool does anything unexpected, like disappear. You may need to re-track the object.

  • When I try to activate, I get error “maximum amount of activations have been reached”.

    All node-locked licenses ship with 2 license activations. One for laptop and one for workstation. You are seeing this message because you have used up your available activations. Please email support to request a license transfer.

  • What do I do if my mocha Pro 5 node-locked or Plug-In license is not installing properly?

    If your license is installing and the software keeps popping up in LE mode, chances are your license is not installing properly. Normally, activating your license is a two step process, you activate the key and install the license. If you’re activating normally and the license is still not working, try this:

    Run one of our cleaner scripts in order to completely wipe away the previously established licensing entries between mocha and the OS. To run these scripts successfully you must be logged into your OS as an Admin-level User account, and you need to close all other programs.
    On the Mac:
    1. Quit any NLEs or any other software that might be running in conjunction with mocha.
    2. Download: Cleaner For OSX
    3. Quit mocha Pro 5, no uninstall needed.
    4. Run the cleaner installer.
    5. The cleaner will start immediately after it installs.
    6. Let it run, it will not run for more than a few moments. No user input is needed.
    7. Install your license again if prompted for a new license.
    On Windows:
    1. Quit any NLEs or any other software that might be running in conjunction with mocha.
    2. Download: Cleaner for Windows
    3. Uninstall mocha Pro 5 in all it’s forms, Plug-In and standalone.
    4. Run the cleaner process, you must Right-Click on the Cleaner and select “Run As Administrator” .
    5. The cleaner will pop up a command window for a moment and then close itself. No user input is needed.
    6. Reinstall any mocha products you own again.
    7. Install your license again if prompted for a new license.
    You do not need to restart your machine for the cleaner tools to work.
  • Why is my transform data off in After Effects when I paste it onto a null?

    If you are using mocha 3.2.1 and below only it is because the anchor point is also driving the null. Turn off the anchor point and your track and null should line up perfectly. In V4 we removed the anchor keys for our AE Transform Data export.

  • Why won’t my shape track or move in mocha?

    This may be a conflict with your video card. If your shape is completely stationary, try going to File>Preferences. Once preferences is open, navigate to the “Open GL” tab and check the checkbox “Disable Offscreen Buffers.” Now try tracking again, your shape should follow the track properly.

  • Why does my surface tool disappear halfway through my track or why does my shape twist in on itself or scale off screen when I track?

    If you using perspective when you track, it may be that your surface is going behind the camera in mocha and corrupting the data. In mocha, problem splines can occur when the tracking data has become so skewed it goes off or “behind” camera, the keyframes the tracking data generates can throw the shape information out of order. You may need to re-track the shape using only translation, scale, rotation, and shear instead of perspective. This is especially true for complex roto of an object that is turning away from screen or tracking an object that is turning.

  • How do I deactivate my license to install on another machine?

    Every mocha node-locked license can be Activated and Deactivated within the license menu inside of the plugin interface. Simply open your license information and deactivate your key, then activate it on another machine.

    If you are working in a facility and wish to run mocha Pro on more than one CPU, you might be interested in upgrading to a cross-platform, floating license. Please contact our sales team for more info.

    Every mocha floating purchase includes 1 license activation. No deactivation is necessary, simply uninstall mocha from the machine. If you have run out of license activations, please contact support to request a license transfer.

  • Why am I getting the error code “Activation code does not match this product”?

    You most likely have the wrong program installed. Please make sure you install the exact product your activation code is for. This is found in your purchase email.

    Please note: If you are running the Adobe After Effects bundled version of mocha AE, updates are provided by Adobe. Installing a download from the Imagineer site, requires an upgrade purchase.

    Still confused? Email us and we are glad to walk you through the options.

  • How do I fix a “can’t connect to server” or “server system is down” error when I know the server is running?

    For the -97 error, it’s likely that a port number is conflicting. You can edit the server license to fix this. Normally the license server runs in port 27000, but if other FLEXnet license servers are present it may take a different port (Nuke and Maya are common FLEXnet processes that may conflict with mocha and eachother). To be safe, open ports 27000-27009. Also, the vendor daemon uses a port specified at run time. If a static port allocation is required, edit the license file and change:

    VENDOR isl
    to
     VENDOR isl PORT=27003

    On the client license we can change to a different port by editing the SERVER line in the license file:

    SERVER servername 000000000000
    to
     SERVER servername 000000000000 27003

    where 000000000000 is the host id and 27003 is a port chosen by the system administrator.

    This basically forces the machines to communicate to one another via port 27003.

  • How do I optimize mocha in my preferences?

    In mocha Preferences (File>Preferences), you can increase RAM in the texture memory section, or turn hardware rendering on and off. mocha needs at least a few GB of RAM and 100 GB of free hard drive space to render fast and trouble free. You can also view mocha’s technical requirements here.

  • What is the best way to work with interlaced footage?

    mocha has the ability to interpolate interlaced footage. This must be set up when you start your new project: separate fields.

    Please note: For rendering modules such as Remove, Insert and Stabilize, interlaced footage can be difficult to work with. Imagineer recommends working inside mocha on frame based clips. Consider processing interlaced footage into frame based , de-interlaced footage in another program. You may then remove and render out of mocha at full size, making the remove tool work easily in your shot. You can then reprocess the clip to be interlaced once again.

  • Can I customize my keyboard shortcuts in mocha?

    Customizable keyboard shortcuts are now found in: mocha Pro 4 and mocha Plus 4. You can customize your keyboard shortcuts by going to File>Keyboard>Customize, or File>Preferences. Find out more here.

  • Why do I get “License error: mocha AE CS6 must only be launched from After Effects” when I try to open videos on my computer?

    You may see this if mocha AE has been accidentally set as the default program for that type of video file on your machine. Please use quicktime or windows media player as your default video player on your machine instead. If you need more detailed instructions to change your default OS video player, please read the following:

    For windows: http://windows.microsoft.com/en-us/windows/change-default-programs#1TC=windows-7

    For mac: http://www.macworld.com/article/1154861/changedefaultapp.html

     

  • I am behind a firewall and can’t activate my license, what should I do?

    If possible, turn off your firewall for a minute and activate online. Otherwise, you will need to send your Host ID and activation code into support for a manual license generation. If you have a floating license server, you will need to provide support with your HOST ID and SERVER NAME. Contact support now.

  • How do I share my custom keyboard shortcuts?

    Our custom user keyboard shortcuts are designed to be shared, but if you want to share the default settings (AE, Nuke, Etc) you’ll need to make a copy of them first. You can find your saved keyboard profiles here:

    Linux: ~/.config/Imagineer Systems Ltd/
    Mac OS: ~/Library/Application Support/Imagineer Systems Ltd/
    Windows: [YourUserName]\AppData\Roaming\Imagineer Systems Ltd

  • Why is my mocha interface popping, jumping, jerking, or otherwise moving erratically?

    You likely need to update your graphics card driver. Please do to your video card’s support page and download the latest video drivers. Install the drivers and restart your machine.

  • Can I use custom frame rates with mocha?

    mocha does not support non-standard, custom frame-rates.

    You will need to use a different frame-rate, as close to your desired frame rate as possible, but convert your footage to individual frames instead of a movie. You will then be able to composite your shot and convert it to the proper frame rate of your choosing.

  • Why is my zoom tool not working?

    This is usually due to a non-English language keyboard layout (German, for example), or other possible keyboard mapping conflicts.

    Go to your Key Shortcuts tab in Preferences:

    • In the Track shortcut category the keyboard shortcut you need to change/delete is “Track Luminance”
    • In the Stabilize category the keyboard shortcut you need to change/delete is “Stabilize Y Translation On/Off”. You may also need to change “Remove Current Frame from Fixed Frames”.

    This should fix your issue.

  • Where did my cached renders go?

    When you render in mocha, renders are temporary cached image files in your Results Folder. If you close mocha and un-check “retain cached renders” on exit, mocha will delete all the temp files.

    We recommend that you export your rendered results to another output folder with File>Export Rendered Clip for proper backup.

  • Why does mocha crash immediately on startup or why can’t I activate when I am using my thunderbolt ports on my new mac?

    Legacy versions of mocha are not supported on dual monitor thunderbolt systems or systems with several thunderbolt ports in use.

    This was a known conflict with our FLEXlm license dependency and MAC Thunderbolt systems. This issue has been resolved in the latest version of mocha V4. Please make sure you have mocha V4.1.o or above installed on your machine in order to fix this issue. If you continue to have thunderbolt issues, please contact support.

    Please note: the legacy versions of mocha V3 and below are not supported on new Mac thunderbolt capable machines.  If you have legacy software and are unable to upgrade to V4 at the moment, you should try unplugging all unnecessary thunderbolt ports, except one, as a workaround before activating or starting mocha. Currently, you can only have one thunderbolt port active for legacy mocha to activate and run properly. Usually users decide to use this single port for their monitor.

  • How do I install mocha Pro 5 on Centos 7?

    In your command line, install mocha Pro. Either the node-locked or Floating License Manager can be installed with the command:
    sudo rpm -Uvh --nodeps mochapro-5.0.0....rpm
    No other package installation is necessary, the mocha Pro software should work. However, the License Manager does have an undeclared dependency that needs to be resolved. To install it, use the following command:
    sudo rpm -Uvh LicenseManager-1.4.0...rpm
    sudo yum install redhat-lsb-core
  • Why does my Wacom Tablet not work with mocha?

    While this issue is fairly rare, you may need to update your Wacom Driver. Make sure you use a driver suited for your machine and that it is the correct driver for your exact tablet model.

  • How can I troubleshoot mocha crashes?

    Troubleshooting suggestions:

    • Restart your machine, usually a simple restart is enough to get any piece of software back on track.
    • Make sure you have enough memory dedicated to mocha in File>Preferences.
    • Turn hardware rendering ON or OFF in File>Preferences, depending on your settings.
    • Make sure your video card driver is up to date.
    • Try running mocha in 32-bit mode by using “Get Info” on the app and checking the 32-bit box.
    • If you have already tried mocha troubleshooting, and all else fails, it may be that you have some Library problems on your machine.
      • Uninstall your mocha software.
      • Find any Preferences (or .plist) files:
        • On pre-mavericks MAC this will be under /Users/*YOURUSERNAME*/Library/Preferences/
        • On Windows, open the command prompt as an administrator, type regedit in the window, and hit enter.  Navigate to HKEY_CURRENT_USER/Software/Imagineer Systems Ltd/mocha
        • On Linux, simply navigate to ~/.config/Imagineer Systems Ltd/mocha Pro 4.conf
      • Delete your preferences files:
        • On pre-mavericks MAC Delete the files that begin with com.imagineersystems.mocha
        • On Windows, Delete the contents of any folder in HKEY_CURRENT_USER/Software/Imagineer Systems Ltd/mocha
        • On Linux, delete only the mocha Pro 4.conf file
      • Re-install the software from scratch by downloading a new mocha installer off of our downloads section.
      • If you are on Mavericks, you will need to try something else to delete your preferences because you will not be able to access and delete your .plist files the way you can on older systems. You may try one of the following techniques:
        • Use friendly solution:
          • Quit the app, and make sure it is not set to run at login.
          • Delete the app’s prefs file (typically in ~/Library/Preferences/Imagineer Systems Ltd/mocha.
          • Logout.
          • Login.
          • Launch the app. Follow mocha’s instructions to reset preferences.
        • Preferred solution:
          • Quit the app.
          • Open Terminal, paste the following, and press Return:
            defaults delete com.imagineersystems.*.plist
          • Launch the app. Follow mocha’s instructions to reset preferences.
  • Why won’t mocha 4 or License Manager run on a 32 bit system?

    While older products supported 32 bit systems, imagineer systems license managers and mocha v4 are 64 bit only moving forward. Please pick a 64 bit machine to run mocha on. Any machine on your network that is 64 bit can run mocha and our license manager.

    This is in line with Adobe Products, many professional graphics applications, and other industry trends.

  • Will mocha run on OSX Yosemite?

    In general, as we don’t use the latest OSX updates for “signing” mocha, Yosemite is not totally green lit to run mocha. This means mocha’s ability to run on Yosemite depends on the users’ security settings (which apps you allow to run on OSX). Yosemite will initially not allow mocha to run, it is up to the user to navigate to “Security & Privacy Settings” and choose to allow mocha to run anyway.

    As of right now, Yosemite seems to run mocha without a hitch but we have not done extensive testing on the new OS. As with early adoption of any OS, there is some risk involved and we can not guarantee that mocha will run as expected and without any bugs or errors.

  • Why can’t I find “Program Data” or locate my mocha license on my machine?

    If you can not find the following paths on your machine:

    • Licence Directory for OSX: -/Library/Application Support/Imagineer Systems/FLEXlm/Licenses/
    • Licence Directory for Windows
      • Windows XP: C:\Documents and Settings\All Users\Application Data\Imagineer Systems Ltd\Licensing\
      • Windows Vista: C:\ProgramData\Imagineer Systems Ltd\Licensing\
      • Windows 7: C:\ProgramData\Imagineer Systems Ltd\Licensing\
      • (Legacy versions of Imagineer Software may still use the directory C:\Program Files\Imagineer Systems Ltd\Licensing\)
    • Licence Directory for Linux
      • /etc/opt/isl/licences/

    You probably need to make sure that you are able to view hidden folders on your computer. How you view hidden folders will depend on what machine you are using. Use the instructions below to view your hidden folders.

    Show Hidden Files on MAC OSX:

    1. Open Terminal found in Finder > Applications > Utilities
    2. In Terminal, paste the following:
      • defaults write com.apple.finder AppleShowAllFiles YES
    3. Press return
    4. Hold ‘alt’ on your keyboard, then right click on the Finder icon in the dock and click Relaunch.
    5. Relaunch Finder by right clicking the Finder Icon while hosting the ‘alt’ key
    6. This will show all hidden files.
    7. To hide them again, follow the same steps but replace the Terminal command with:
      • defaults write com.apple.finder AppleShowAllFiles NO

    Display hidden files and folders on Windows 8:

    1. Open Windows Explorer.
    2. Click the View tab and Check File name extensions and Hidden items.

    Display hidden files and folders on Windows 7 and Windows Vista:

    1. Open Windows Explorer.
    2. Click Organize and choose Folder and Search Options.
    3. Click the View tab, select Show hidden files and folders and then clear the checkbox for “Hide protected system operating files”.
    4. Click Yes on the warning and then click OK.

    Display hidden files and folders on Windows XP:

    1. Right-click the Windows Start button and choose Explore.
    2. Choose Tools > Folder Options.
    3. Click the View tab and clear the “Hide extensions for known file types” checkbox.
    4. Select “Show hidden files and folders” and clear the checkbox for “Hide protected operating system files (Recommended)”.
    5. Click OK and close this window.

    Displaying Hidden files on linux is a bit more of a challenge. You can read more about that here.

  • Licensing questions

    Q. How many computers can I install a license on?

    A. mocha Pro 5 now has an improved license system allowing users to activate or deactivate their software license while connected to the internet. This allows a user to install the software on multiple systems, then “activate” the mocha Pro 5 license on their computer of choice. Simply “deactivate” your license to move it to a new system. Customers not connected to the internet should contact our support team for manual license transfers.
    A mocha Pro license only allows one activation, but that activation can be reassigned to another machine at any time using this activate/deactivate process.

    Q. What is a floating license?
    A. 
    A floating license is a license that can be shared across a networked group of computers. For example a 10-seat floating allows any 10 systems on the network the ability to can run the licenses at one time. In the situation when all 10 licenses are being used, further users will get errors on launching the software.

    For more information on floating licenses, please view our license installation guide.

    Q. Can I transfer my license? My computer has changed.
    A. We do grant licenses transfers due to normal situations such as computer malfunction or hardware upgrade. Contact support to request a license transfer. We do our very best to support users, but please plan for 1 business day turnaround for license transfer requests.

    Please Note: license transfers do not take the place of license purchases. Customers that abuse license transfer privileges may be asked to show proof of hardware failure or refused transfer request.

    Q. I run a school lab or large facility, do you have site licenses?
    A. Yes, Imagineer offers a special 50-seat educational site license for schools. For enterprise facilities we will work with you on a custom solution. Please contact us.

  • What are mocha’s system requirements or technical specifications?

    In order to run mocha, you will need to check and make sure that you have the following on your target machine:
    Software Requirements:
    Mac: Mac OS X 10.7 or higher on Intel
    Windows: Windows 8, Windows 7, Windows XP Professional SP2 or higher, Windows Vista Business or Ultimate, on x64.
    Linux: Red Hat Enterprise Linux 5, CentOS 5 or a compatible Linux distribution on x86_64.
    Recommended Hardware:
    Processor: Intel Core 2 Duo or equivalent
    Memory: 4 GB +
    Disk: High-speed disk array
    Graphics Card: NVDIA Quadro FX 1500 or equivalent
    Monitor: 1920×1080 or higher
    Network: Must have an enabled network adapter (wifi or ethernet)
    Minimal Requirements:  
    Processor: At least 1-GHz Pentium IV
    Disk: At least 1 GB
    Memory: At least 1 GB
    Graphics card: Must support OpenGL
    Monitor: Minimum resolution is 1200×800 pixels
    Network: Must have an enabled network adapter (wifi or ethernet)
  • Where can I find more license and installation help?

    You can find more the license and installation guide here. If you are still having problems or need technical support, contact us.

  • What do I do if my question isn’t answered here?

    Check our user forums or contact support, we are happy to help you!

    If you have a sales related question, you can call us at:  +1 (646) 797-3323

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