Pre-Sales

Hot Topics

Compatibiliy & System Requirements

Most of our plug-ins are able to run successfully while using OSX 10.5.2.

If you are currently experiencing issues while using our plug-ins please update your OSX from 10.5 to 10.5.2; we have found in many cases this will solve your issue.

We will continue to post our progress for each plug-in as more information comes available.

Q: Adobe CS3, Final Cut Studio 2 & Mac Intel compatibility & updates.

	View our compatibility and expected release of upgrades & updates chart, Click here to view.

Magic Bullet Looks

Installation

Q: I receive the following error after installing Magic Bullet Frames: "After Effects Warning: there are multiple copies of plug-in effect "Frames" on your drive."


	If you are receiving the above error messages after installing Magic Bullet Frames, please do the following:
1.	Quit all programs including After Effects.

2.	Uninstall Magic Bullet Frames from START MENU.
		Only uninstall the After Effects installation and not the Premiere Pro installation (if applicable).

3.	Re-run the Magic Bullet Frames After Effects installer.

4.	During installation change your DESTINATION DIRECTORY to the following:

5.	Finish installation.

Serial number / Download issues

Q: My Magic Bullet Frames serial number is not valid (can not click done button).

If you purchased Magic Bullet Suite 2007 & your serial number for Magic Bullet Frames is not valid (cannot click done button), please fill out a support request and provide us with ALL of the following information. Before filling out a support request double check that you are entering the correct serial number exactly as when it was given to you.
	1.	Order number.
	2.	First/Last name on order.
	3.	E-mail address used in your order.
	4.	Date of purchase.
	5.	Current Magic Bullet Frames serial number.

If you need assistance on how to enter your serial number, please see below.

	A) During installation you may either install the Trial version or enter your Serial Number to activate your purchased product.

	B) Or after installation you may also serialize by doing the following: Apply your Plug-in to a comp and find the OPTIONS button at the top within the Effects Controls
	Once you have pressed the OPTIONS button a dialogue box will appear
	Within the dialogue box you can serialize your product with your purchased serial number.

General Issues

Presales

Serial number / Download issues

Q: I have not received my serial number, where is it?

Serial number(s) are sent to the e-mail address you provide at checkout (Download orders only). To ensure a safe delivery of this message please read the following:
	Please allow up to 5 hours for this e-mail message to be received.
	Serial number(s) may be looked up online within 3 hours of check out using our Serial Number Look Up System.
	Cross-grade and Academic orders require verification, these are sent within 1 business day.
	Please add redgiant[at]redgiantemail[dot]com to your safe recipients list.
	Please check your Junk mail folder, as it is common to find this message there.

Postsales

Q: I just downloaded a .SIT &/or .ZIP file, now what?

1.	To open .Sit or .Zip files you must have compression software installed on your system.
		Download: The Unarchiver
		Download: StuffIt Expander
		Download: WinZip
2.	After installing compression software, extract the file contents and use the provided installer for installation.

Q: Can I have my serial number re-sent?

			Serial number look up is available to customers who purchased a Download directly from Red Giant Software. For retrieval you'll need your Red Giant order number and/or the email address you used in the order.
			To look up your serial number, click here.

Frequently Asked Questions

Click on the question below to display each answer.

Other Issues

Q: I left a voice mail or sent an email and haven't received a response!

		We do our best to reply to questions sooner than 24 hours, however sometimes we get overloaded and are not able to meet this goal. This mainly happens when we release new products and get a spike in traffic. We know this is difficult and will respond to all questions.
		If you do not receive a response in 24 hours please send an email to management, andrew[at]redgiantsoftware[dot]com.

Serial number / Download issues

Q: Can you send me a serial number for my free copy of Knoll LE for Premiere Pro?

		Before you will recieve your Knoll LE serial number, you must first register.
				To register, click here.

Purchasing

Q: What is the difference between Magic Bullet Suite 2.1 and Magic Bullet Suite 2007?

		Magic Bullet Suite 2.1 is plug-in which was replaced by the revamped Magic Bullet Suite 2007. Magic Bullet Suite 2.1 included:
					Look Suite & Misfire
					24p conversion

		Magic Bullet Suite 2007 is now a collection of the Magic Bullet plug-in line. Magic Bullet Suite 2007 includes:
					Magic Bullet Looks
					Magic Bullet Frames
					Magic Bullet Colorista
					Instant HD

Q: Can I purchase a Download and have a Box copy shipped to me?

CD Add-on (Box CD without a serial number) is $29 + Shipping + Sales Tax (if applicable).

The CD Add-on can be purchased before or after purchasing your initial product serial number
(see instructions below on how to purchase).

We can only provide the CD Add-on option with software that has a box option available, please see
specific software page to see if box option is available.

Have not purchased software, but would like a Download as well as a Box (CD Add-on) shipped.

Add desired Product to shopping cart (Select to receive Download)
Add CD Add-on to shopping cart
Click Checkout
Fill out Shipping/Billing information
Select desired Shipping method (Do not select Download $0)
Click Continue

Have already purchased software, but would now like a Box (CD Add-on) shipped.

Add CD Add-on to shopping cart
Click Checkout
Fill out Shipping/Billing information
Select desired Shipping method (Do not select Download $0)
In Comments field please reference your past Red Giant order number and
which software you would like a box copy of.

Q: Do you sell Primatte Keyer for Digital Fusion? Final Cut Pro? (other host apps)

		We only carry Primatte Keyer for Adobe After Effects and Avid AVX 1.5.
		You can find Primatte Keyer for other host applications on Primate's website.
				http://www.primatte.com

Q: What new products did you announce at NAB 2007?

Check out all the new product info, click here.

Considerations before you buy

Q: Do you have a product catalog I could download?

To download our product catalog, click here.

Q: What is the difference between Magic Bullet Suite and Magic Bullet Editors?

	To see a side by side comparison of Magic Bullet Suite and Editors, click here.
	The main difference is that Magic Bullet Suite is only compatible with After Effects and includes the 24p conversion tools where as Magic Bullet Editors runs in Final Cut Pro, Premiere Pro, Avid, Vegas and does not contain the 24p tools.

Q: Is there a Demo version?

		Download all demos from our product demo page.
			All demo versions are fully functional but have a logo, dot sparkles or a red X on output.

Compatibiliy & System Requirements

Q: Which version(s) of Avid does Magic Bullet Editors work with?

		Magic Bullet Editors 2.0 is AVX 1.5 compatible. It will work with the latest versions of Avid Xpress Pro, Xpress DV, Symphony, Media Composer, and Avid\|DS.
				See AVX platform support chart: http://www.avid.com/resources/tips_techniques/avxbiggun_comm.html?featureID=179&marketID=