Support


On this page you will find answers for some of the most commonly asked questions about our software packages, ordering, and installation.

FAQ

Before You Buy

What versions of Photoshop are supported by the Retouching Toolkit?

The current Retouching Toolkit runs on Photoshop CS6, Photoshop CC, and Photoshop CC 2014. If you have Photoshop CC or newer there is also support for the optional panel window, otherwise the features are completely functional by using the menu and provided actions.

What is the return policy?

Due to the fact that these are digital downloads, typically there are no refunds offered.  In very rare instances, our support staff may deem a refund appropriate.  Please submit a support ticket if you have an extenuating circumstance.

What are the terms of the Software License? Can I use the software packages on more than one computer?

Upon purchase, you may use the product on two (2) computers for personal use only. Any other use or sharing will result in forfeiture of program usage rights. If program is to be used commercially, a license must be purchased for each employee.

Can I pay with my credit card if I don’t have a PayPal account?

Yes, you can. When you get to paypal, simply click on “Don’t have a PayPal account?”

Do I have to be a Photoshop expert to use this software?

No.  These tools have been designed to be easy to use for any level, and there are video tutorials available if you get stuck!

General Questions

The add-on has expired or is out of date. Why am I receiving this message if I purchased the full version or downloaded the free version?

Periodically, we will ask you to upgrade in order to ensure that you have the most up-to-date version with the newest features.  You will not need to re-purchase the software.  The software will begin warning you that an update is required two weeks in advance.

To update your copy of the Retouching Toolkit, please log into your account here.

To upgrade the Facebook Powertools to the latest version, follow the same procedure as a new user. (If you have previously signed up to our newsletter, you will still only receive one newsletter e-mail.)

I subscribed to the newsletter but did not receive a download link via e-mail. What do I do?

Sometimes e-mails from sites you do not regularly interact with will end up in your spam folder or get blocked completely. We ask that you add no-reply@connywallstrom.com to your trusted list of senders, contacts, or address book.  This process is known as “whitelisting” and it will ensure that your e-mail does not get lost along the way!

You can download Facebook Powertools directly by clicking here.

Smart Liquify crashes my Photoshop. What do I do?

There is currently a known bug in Photoshop CC 2014 that will crash your Photoshop when you run the Liquify filter on some Mac computers.
Unfortunately there is nothing we can do to fix it on our end, and we will have to wait for Adobe to release a software update.
In the meantime to prevent the crash, you can uncheck “Use Graphics Processor” option in Preferences/Performance inside Photoshop.

Installation

How do I extract the ZIP-file?

ZIP is a very common file format and your operating system should have built in tools to extract it. If for some reason it doesn’t, we recommend 7-Zip for Windows and Unarchiver for Mac. Both are free.

I am unable to open the downloaded ZIP file. What do I do?

Most likely your download failed. Try downloading the files again.
Please also make sure that you have proper software installed to open ZIP-files (see the question above this).

I have installed the panel but some of the buttons give me errors. What is wrong?

You need to follow the installation procedure for each Add-on as all of them have more components then just the panel.
For Retouching Toolkit please run File>Script>Install Retouching Toolkit… to make sure everything is installed properly.

I get a warning saying: The publisher of the extension can not be verified, because the security certificate used by this extension hasn’t been verified by a recognized authority

This warning simply says that we have not bought a certificate. Buying a certificate is expensive and does not offer any more security then generating our own. If you feel unsure about installing add-ons from a third party, you probably shouldn’t install it.

Error: Failed to unpack the ZXP file

This error indicates that you are trying to install the wrong file. Please verify the installation procedure of the specific add-on that you are trying to install.
In rare cases it could also mean that your installation file got corrupted and in which case you will need to download it again.

Error: The extension package is invalid

This error indicates that you are trying to install the wrong file. Please verify the installation procedure of the specific add-on that you are trying to install.
In rare cases it could also mean that your installation file got corrupted and in which case you will need to download it again.

Error: Failed to install the Creative Suite Extension ___. Please make sure the manifest.xml of this extension is valid

This error means you are trying to install in the wrong version of the Extension Manager. Please note the requirements of the specific add-on that you are trying to install. All our panels require Photoshop CC or newer.

For Photoshop CC and CC 2014 use Adobe Extension Manager CC

For Photoshop CS6 use Adobe Extension Manager CS6

Error: The extension ___ does not contain a valid signature

This error is unfortunately broad and it could mean a lot of things:

Step 1.

Verify that you have an updated version of Adobe Extension Manager. Click on Help/About Extension Manager to see your current version.
http://www.adobe.com/exchange/em_updates/#em

Verify that you can install the Sample Extension
http://download.macromedia.com/pub/dw_exchange/extension_manager/Samples.zip

Step 2.

Inside Adobe Extension Manager go into the menu and open Tools/Preferences…

Uncheck Allow Extension Manager to access Internet

Restart Extension Manager and try to install again.

Step 3.

Submit a ticket below with as much detail as possible. We will get back to you with manual installation instructions.

Submit Ticket

Please be sure that you have carefully read the Frequently Asked Questions (FAQ) section above before submitting a ticket.  Most questions are likely already answered for you.

We have moved to a new page. Please click on the “Support” button on this page:
http://retouchingtools.com/