Every Photism product is supported from one place. Email [email protected] and you get a reply from the person who built it, usually within a day. Photism is made by Cerrone LLC in Denver, Colorado.
Fixes
Fixes ship as free updates, so start with the newest build. Your download link always serves it, and the redownload page sends the link to your purchase email again.
A recording fails to save or has no sound
Install the newest build first. Keep the Photism window open and visible while a take rolls, and at the end leave it alone until the record chip says saved. Takes land in your Downloads folder. For long sets or a slower computer, open the recording settings folder in the tune panel and pick 30 fps or 1080p. If the DAW crashes or the computer sleeps mid-take in the VST or the app, open Photism again: it finishes the take, sound included, and the chip names the file. If a take still fails, email us the chip's exact words and your log file.
The plugin window is blank or white on Windows
The plugin window runs on Microsoft Edge WebView2. Install the WebView2 Runtime from Microsoft, then reopen the plugin. Copy the whole Photism.vst3 folder into your VST3 folder, with everything inside it. In Ableton Live, install the newest build as well: it carries the fix for a blank plugin window there.
The Mac installer stops with an error
Download the installer again from your download page and run it. The current installer writes to the main Applications and Library folders and asks for your password once. If it still stops, open the Installer log (command-L in the Installer, Show All Logs, Save) and send it to [email protected].
The standalone app is missing or does not react
On a Mac the installer puts Photism.app in your Applications folder. Installers before 0.3.3 used the Applications folder inside your home folder: in Finder choose Go, then Home, then open Applications. In the app, click audio in and pick your microphone or audio interface. It listens to that input. On a Mac, also turn Photism on in System Settings, Privacy & Security, Microphone. On Windows, tick "Listen to what's playing on this computer" in Audio Settings and the app hears whatever Windows plays. To see a song file, drop it into Photism Online or run the plugin on a track in your DAW.
Your log file
The plugin and the standalone app keep a log of every start. It names the build, the page load, and the audio input. Attach it to your email and most questions are answered in one round.
- Mac: ~/Library/Application Support/Photism/plugin.log. In Finder, press command-shift-G and paste the path.
- Windows: %APPDATA%\Photism\plugin.log. Press Windows+R, paste the path, and press Enter.
What to include
- Which Photism. The VST3 or AU plugin, the standalone app, or Photism Online in the browser.
- Your setup. Operating system and version, DAW and version if you use one, and the graphics card if you know it.
- What happened. What you clicked, what you expected, and what you saw instead. A screenshot or a short screen recording answers most questions in one round.
- Your purchase email, if the question is about an order, a download, or a refund. It lets us find you fast.
Fast answers
- Quickstart: the whole install in one page.
- Manual: every control, scene, and mode.
- How to update: your download link always has the newest build.
- Lost your download? Re-send it to your purchase email.
- Refunds: try it free first, then reviewed case by case.
- Accessibility, including the flashing lights guidance.
Coming to iPhone and iPad
Photism is coming to iPhone and iPad. Once the app is out, Apple handles purchases inside it: Restore Purchases in the app brings a purchase to a new device, and refund requests go through Apple at reportaproblem.apple.com. Anything else about the app comes to the same email address.
Found a bug?
Tell us. Bug reports from buyers drive most releases, and fixes ship as free updates.