1) Why can't I download the program?

For any download issue, we suggest you set your internet security settings to the default "medium" and try again. If you have any firewall or antivirus installed in your system, please turn it off temporarily until the program is downloaded and installed.

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2) Why does this error message (see below) always pop up during installation process?
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Online Verification Failed!
Setup is unable to retrieve the information from internet to validate your serial number.
The problem may occur due to the internet connection failure, DNS recognition problem, or the firewall blocking.
If you do have internet access, please retry installation on a later time.
Setup will be terminated.
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When this message appears, it generally indicates that the installer cannot connect to our server to perform activation process.

This situation may be caused by any of the following reasons:

1) Your computer did not connect to the internet. Please connect your computer to the internet during installation.

2) Due to internet traffic jam, the connection between your computer and our server may not be established at that particular time.

The situation is similar to when you use IE to browse a web page, IE shows "Server Not Found" or "Page Not Found". You can then simply click the refresh button on IE's toolbar, and the page appears. In our case, please try installation again at a later time.

3) A hardware or software firewall in your computer system has blocked our installer from accessing the internet. Please temporarily turn off your firewall during the installation.

Some models of Access Point (AP) have a build-in firewall. Please refer to the manual of your Access Point to temporarily turn off the firewall.

4) If your computer is connected to the internet and you have turned off your firewall, this message still pops up every time you try to install our product, please contact Reallusion customer service for further assistance.

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3) When downloading iClone from the web the download takes too long or times out?

If your ISP connection speed is under 15KB/s, we suggest that you can install Download Accelerator software to recover the downloads that are interrupted for other reason.

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4) Why can't I start iClone after I have installed?

That could be complicated. In general, we'll suggest that you can install Microsoft DirectX9 first from http://www.microsoft.com/downloads/. And also try to upgrade your drivers for 3D graphics card and audio device. If the problem continued, please contact Technical Support for further assistance.

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5) Will all of my custom data be removed when I re-install iClone?

No, your custom data will be kept ( EX : C:\Documents and Settings\All Users\Documents\Reallusion\Custom ). It will not be removed when you remove or Re-install.

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6) After I download the texture pack and install it, where can I find these newly added texture images in my PC?

You can find 241 texture images in " C:\Program Files\Reallusion\iClone\Template\iClone Template\Texture\".

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7) I can run iClone smoothly at first , but it can't launch after some days.

It is possible that the iClone temp file folder has been changed or removed. We suggest you re-install iClone to correct the problem. And please make sure that the temp file folder is not a Read-Only folder.

How do I set the Temp file?

The temp folder is a folder for temporary files created by iClone during operation. You can define where temporary files are saved in the preferences settings. This feature allows you to set the temp file on a separate partition, drive or folder.

Click the Preferences button to display the preferences dialog box.

Click the Choose... button in the Temp Folder option and browse to a folder to use as the temp folder.

Click the OK button when finished.

Make sure the temp folder has sufficient HD space and you have the right to access it especially you are using iClone to produce high resolution Videos.

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8) How do I verify which iClone media is installed (e.g. Content, character, project packs, etc.)?

Please check the "Template" tab in each content category.

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