Support · Troubleshooting
Troubleshooting
Common issues and how to resolve them.
If unresolved, please reach out to Contact / CS.
Install · License
LIC-01My license key won't activate+
Make sure no whitespace was included in the key and retry while connected to the internet.
- Initial online verification is required — check that the firewall isn't blocking the auth server.
- If already activated on 2 machines, deactivate from the existing device first, then register.
- If it still fails, please contact pixell@4by4inc.com with the payment receipt.
INS-02I see an "Untrusted publisher" warning during installation+
This is the default protection behavior of Windows SmartScreen / macOS Gatekeeper. Confirm the installer came from the official download page, then proceed via More info → Run (Windows) or System Settings → Security → Open Anyway (macOS).
GPU · Processing
GPU-01I get a "GPU not found" error+
- Update the graphics driver to the latest version (NVIDIA Studio / Game Ready driver recommended).
- On laptops, set the app to run on the external GPU instead of the integrated one.
- Make sure your system meets the minimum specs (VRAM 8GB or more).
GPU-02It freezes mid-process with Out of memory+
Happens with high output resolutions or many concurrent jobs. Lower the upscale ratio, reduce the queue's concurrency, close other GPU-using apps, then retry.
PRC-03Processed results aren't saved+
Check that the output folder has write permission and enough space. When using a watch folder, make sure input / output folders are not the same.
Watch Folder · Other
WCH-01Files placed in the watch folder aren't processed+
The app must be running (or in the background) and the file must be in a supported format. Detection on network drives may lag due to sync delay.
UPD-02The app won't run after an update+
Fully quit the app and relaunch; if the issue persists, reinstall (the license is preserved). After the 1-year free update window, the previous version continues to work as-is.
Can't find what you're looking for? Send a request via Contact / CS and we'll look into it.