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FAQ

(Frequently Asked Questions)

 

Sales

You can pay online through the e-commerce platform with a VISA or MASTERCARD. We are working with the e-commerce platform to integrate Paypal which isn’t available just yet because of the recurring payment mechanism.  
 
Should you want to pay by Paypal or wire transfer, drop us a line here, and we'll be happy to help!
Before placing your order, you will need to fill the tax-exempt status request form (found on your user account page), so that we can update your account accordingly. We will then send you a notification once you can freely place your order without being charged EU VAT. Please note, by legislation, we will have to apply VAT to orders placed for customers residing in France – even if you have a valid French VAT #. 
For annual licenses, you can request a refund up to a maximum of 30 days after your payment was processed. Please note a 15% processing fee may be applied. Contact our sales team for more information. 
 
For subscriptions, all past monthly installments are not refundable. You can cancel your Creator or Professional subscription at any time. Enterprise Solutions require a one year minimum commitment, after which you can cancel at any time. 
 
The full terms and conditions can be found here.
First, thanks for being a loyal customer and welcome to the new e-on!
To log onto your new account, just hit the ‘my account’ button on top of this page (or go to https://store.e-onsoftware.com/login.php)
  • If you had a VUE 11 or above product, or PlantFactory (whatever generation) activated on your old e-on user account, we have transferred your old account to the new platform, under the e-mail address we had on file and where your legacy product licenses were activated. Upon your first connection, you will have to set a password using the ‘forgot your password’ link.
If the ‘forgot your password’ does nothing, it usually means that your account wasn’t transferred at all – which indeed may have happened in some specific instances. If you are experiencing this, just contact our support so that we can investigate. 
  • If your most recent VUE version activated was below VUE 11, or the only products you had activated were any of Carbon Scatter, Ozone or LumenRT, your account wasn’t transferred at all. So you can freely create yourself a new account using the create account (https://store.e-onsoftware.com/login.php?action=create_account) link.
If your account wasn’t transferred, that does not mean you cannot get activation help on these legacy products (see further articles below). 
If you are still uncertain what to do at this point, contact the support team and we’ll be happy to help you out.
If you had a VUE 11 (Esprit/Studio/Complete/Infinite/xStream) or higher version activated on your old account, we have transferred your user data to your new user account on the e-commerce platform. Your login is the e-mail address under which you had activated your licenses. You will find your old serial numbers in the Legacy License Keys tab. 
Order history information wasn’t transferred to the new e-commerce. You can request any pre-December 2018 invoice from our sales team and we'll be happy to help!
Feel free to contact us through our sales contact form. We’ll be happy to help!
You can read all of it in legal jargon, here. 
Just go to your user account under the Accounts Settings tab and update your e-mail address from there.
If you were under a valid VUE Artist product subscription, all the fees you had paid in advance on the old program were transferred towards a Creator Solution subscription. You should have received a personal communication with more information. If you missed this communication, please get in touch with our sales team and we'll be happy to help!
If you were under a valid Maintenance plan for either VUE (Infinite/xStream) and/or PlantFactory (Studio/Producer), you have received a free subscription towards the Enterprise Solution. You should have received a personal communication with more information. If you missed this communication, please get in touch with our sales team and we'll be happy to help! 
There are quite a few!
  • You are always up to date! No need for costly upgrade fees.
  • Under Creator or Professional solutions, you are not tied to your subscription model. Stop and start it as you wish. You don’t need it for a month? No problem, cancel it, and get a new one when you need it.
  • It’s flexible! If you don’t need the Professional additional feature-set all the time, you can subscribe to the Creator Solution and then switch to the Professional Solution only when you need it. Then, once this is not required anymore, you can cancel the Professional plan and switch back to a Creator Solution.
There are quite a few!
  • When you get an annual license, you get the equivalent of 12 months of monthly subscriptions for the price of 10.
  • You are always up to date! No need for costly upgrade fees.
  • You can install the solution on 2 different computers (provided you don’t run them at the same time)
  • If your computer isn’t connected to the web, or you are running behind a firewall, you only have to activate your license once and you’re done for the year!

 

New Solutions Support

The best way to contact support is through our tech support request form. This will ensure all your requests are tracked properly!
We’re usually pretty quick to reply to support requests that came from our request form, and in most cases you should get an initial reply within the day (we still need some sleep sometimes). However, depending on the complexity of your request, the resolution of your case can take some time. But in any case, we are committed to provide you with an initial answer within a maximum of 2 business days.
You can find a complete list of system requirements for both VUE and PlantFactory, along with a comparison of our solutions, here. 
You will find the latest solution updates download links directly on your user account page, under the Software Center Tab. We are notifying all current users by e-mail as soon as a new update is available.
 
You will also see new release announcements on our blog and on our social media channels. 
The most recent builds for VUE and PlantFactory are directly downloadable from your user account page, under the Software Center tab. 
Please note that this can only be done through annual licenses. Subscription activation keys allow for only 1 fulfillment. 
Of course! However, you will need to follow a manual activation process. If you are under a subscription program, please note that this will require you to request a new license file every month! In such situations, we’d recommend you go with an annual license. 
Since all updates come free of charge, we will offer support on a given build for a maximum of 12 months after it’s been released – or until the 3rd subsequent quarterly release has shipped, whichever comes first. 
Absolutely yes. Though, since the licensing between the new solution and the legacy products has changed, you will need to first request a “Legacy Content Compatibility key”. First open VUE or PlantFactory (same for Creator). Go to the Help|Legacy Content Compatibility menu option.
 
You will find all the information you need in there, but namely the most important parts are the HostID information and any information that will allow us to find your former user information (most of the time, the e-mail address where your former licenses were registered to). Send that over through the support form (there’s a specific option for that in the dropdown!) and we’ll get right back at you.
No, the same activation key serves for both VUE and PlantFactory - a lot simpler!
This is possible only with annual licenses, but we’re still to understand why you would want to do that. 😉
In simple terms, the EULA says that you can do whatever you want with the content you create from scratch. Where this gets trickier is for when you use the content that ships with the software.
 
It’s perfectly fine to create images/animations that use the built-in content (even if you intend to sell those images/animations). What you are not allowed to do is to export such content – altered or not - and provide it elsewhere, be it free or for a fee.
Nothing changes – these licenses are yours to keep forever. You can still use these as long as you’ll be able to run them on a compatible OS. We can’t predict what Microsoft or Apple have in mind for their next OS updates and upgrades, but it should still give you plenty of time. Just keep in mind that we won’t be supporting these legacy products anymore.
You will find the application build number you are running on the splash screen (that appears when you open the software) or by going to the Help|About VUE (resp. About PlantFactory) menu entry in the software.
 
Then you need to go to the Software Center page and check from the “Incremental updaters” list if there is a more recent build number available. If the build number on the software center page is higher than the build number you are currently running, you can update your software.
 
There is no need to download the full installer if your software is already installed. Just download the incremental updater instead.
You will find a bullet point list of bug fixes and improvements included in each update directly in the Release Notes page.
First you need to go to the Software Center page, locate the appropriate software update file from the “Incremental updaters” list, and download it to your hard drive. There is no need to download the full installer if your software is already installed. Just download the incremental updater instead.
 
Once downloading is complete, please do the following to install the update:

Macintosh:
  1. Close the application you want to update if it is running.
  2. The archive will automatically unstuff itself and create an Update icon on your desktop. Double-click that icon.
  3. If prompted for a folder, browse to the folder where the application is installed. Your software will be updated automatically.
Windows:
  1. Close the application you want to update if it is running.
  2. Browse to the location where you saved the update and double-click on the file's icon to start the update.
  3. If prompted for a folder, browse to the folder where the application is installed. Your software will be updated automatically.

If you want/need to uninstall the update, use the "Cancel Last Update" command from the application’s File menu.
In such instance, you don’t need to re-download the full installer. You will need to download the standalone plugins installer that you will find on the Software Center, in the “Incremental updaters” list. You will also need to download the most recent updater file (it will have the same or a higher build number).
 
Simply unzip the plugins installer zip file to a temporary folder on your hard drive and execute:
  • Install plugins.app on Mac
  • Plugins Setup.exe on Windows
The installation process will be similar to the one you already went through when you installed VUE.
 
You will then have to install the latest Update to make sure both the plugins and the VUE core version have a similar build number.
Hotfix: hotfix is the first stage in the software updates public lifecycle. Hotfixes are new software builds that have been thoroughly tested by our private beta team and are ready for a broader test phase by the community. They are usually available only as incremental updaters.
 
Official Release: Official Release is the final stage in the update lifecycle. In most instances, a hotfix becomes official within a couple of weeks of public availability - unless a major issue was reported by the community. Once an update reaches Official Release status, we will update the software full installer as well as all trial versions, and we’ll also send out a notification to all activated users.

 

Legacy Product Support

(VUE/PlantFactory/Carbon Scatter/Ozone/LumenRT versions 2016 and below)
These plugins were discontinued back in September 2017, and technical support for such has ended a year after that. We can still assist you with re-activation if necessary. Fill in our support form and we’ll get back to you. 
LumenRT is now fully supported by our mother company Bentley Systems. Feel free to contact Bentley’s support team for any LumenRT assistance. 
This message appears when you are trying to load items directly from the software content collections and such items are only optional and are displayed for purchase at Cornucopia3D (the item thumbnail displays the Cornucopia3D logo icon overlaid).
 
As the Cornucopia3D marketplace is currently unavailable, you receive this error message. We are sorry for the inconvenience. You can switch off the display of optional items in the preferences (the little gear in the upper right-hand corner) of each content browser. Then you will only see what you already own or have access to. 
You will find the latest builds for the previous generations of VUE and PlantFactory full installer download links directly on your user account page, under the Software Center Tab
The most recent builds for VUE 11+, the extra content files, and all versions of PlantFactory are directly downloadable from your user account page, under the Software Center tab.
For Windows: unzip the extra content zip file to this location: 
C:\ProgramData\e-onsoftware\Vue [Infinite|xStream|] 201X\ 
 
For Mac: unzip it and move the content to the related folders if they exist (otherwise move the folder over) to this location: 
…/users/shared/ Vue [Infinite|xStream|] 201X
The short answer is unfortunately no. VUE versions prior to VUE 11 used a proprietary technology that automatically personalized the installers to a specific account. Unfortunately, this technology is no longer available, and we do not anticipate reviving it in the future.
 
Please try to find the old installers you had either as a CD/DVD medium or from an old backup you might have and install from there. 
Automated online activation for legacy products are no longer available. Therefore, the software activation process redirects you to our support form to follow the manual activation procedure.
 
Please fill out the support form,here.  You will need to provide us with your software Installation Code (starting with INST-). Such code can be retrieved from the software’s interface Help menu. If you can’t locate this code, please copy and paste the URL the software redirects you to (from your web browser), and copy that within the form field.
 
This information is mandatory for us to be able to generate an activation key on your behalf. We will then send an activation key to you by e-mail. 
There is no association process required with PlantFactory included in the new Creator, Professional or Enterprise Solutions. 
 
You may require an association between older versions of PlantFactory though (2016 and below). To do this, we need the actual installation codes from both PlantFactory and the second software (VUE, Carbon Scatter or LumenRT). We will then create a new activation key for PlantFactory where the association is embedded and send this to you by e-mail. Please fill out this support form.
Unfortunately, no. These modules are no longer available. We recommend you consider subscribing to our Creator Solution which will give you access to all the former modules, plus a lot more, at a far better price tag. 
If you are re-installing your old license on some new hardware, you will have to activate it for that new install. You can’t use a previous activation key file for a new install on different hardware. You can request a new activation key file from our support form, here. 
 
Make sure that you copy/paste the new installation code that starts with INST-[…] (the one for this new hardware). 
Indeed, old versions of our products have a maximum OS version compatibility check. We can provide you with a patch to allow them to run again – at your own risk. Please contact our support team so that we can help you out. 

 

Cornucopia3D Support

You can find all the information needed on our official Cornucopia3D announcement, here. 
You may have had some unspent funds on your Cornucopia3D account (outside of any free vouchers you may have received). Due to our original terms of service agreement, we are unable to process any refunds. Instead you can request this to be transferred to your account on the new e-commerce platform.
 
To begin your request, please fill in the form here, and make sure to provide your full information so that we can find your account as fast as possible (i.e. the e-mail address your C3D account was linked to).