U and I Software : Support

U&I Software Support Page

LEOPARD COMPATIBILITY NOTE (Oct. 26, 2007): MetaSynth Pro is not currently Leopard compatible (MS Pro users can use the 16-bit version of the software). MetaSynth 4 (16-bit standard application) is fully-compatible. ArtMatic Pro/VTrack/ArtMatic Voyager are Leopard-compatible although the menubar is visible only when the mouse is over the menu bar area. Read more here.

To retrieve serial numbers, download information or update your registration, click here

We are dedicated to not only providing great products but also providing great support for our users. To do this, support questions are generally answered by one of the applications' programmers/designers. Since we are devoted to both providing high-quality support and keeping the costs of our products down, we request that you check the product documenation and online faqs and online forum before emailing your question. Almost 95% of the support questions we receive are answered in the product documentation or online FAQ.

The preferred support forum is our UILIST email-based user group. You can learn more about it by clicking here. This list is a great resource since many list members are product experts and creative artists who have gone through the discovery process and are happy to help. Also, they often know more about related topics (projectors, sound cards, and other non-U&I-specific topics) than we do.

Before contacting us, please check the available FAQs and forums, the documentation of the product in question, and the Hot Topics list found below.

There is a direct email address for technical and customer support which is provided at the bottom of the Hot Topics page. Please read the entire page, however, before resorting to the direct address since your question may well be answered here.

If you are looking for the download link for the latest version of your software, you must send a message to our automated URL server as they are not publicly available. See the FAQs AND HOT TOPICS page for information about the URL server.

If your question is application-specific, make sure that you have: read the FAQ for the application, downloaded the demo and performed the tutorial(s) included with the download. Our applications are so different from any others that you have used that words often cannot answer questions that a few minutes spent with the applications can answer.

TO RETRIEVE LOST SERIAL NUMBERS, UPGRADE INFORMATION AND URLS (registered users only), click here

VIEW THE FAQs AND HOT TOPICS BY CLICKING HERE

SEE A LIST OF CURRENT APPLICATION VERSIONS BY CLICKING HERE

TECH SUPPORT FAQ AND GUIDELINES

If none of the resources above provided an answer to your question, please follow the self-help process outlined below. If you are still unable to solve the problem, you can contact us via the direct support email address found at the bottom of this page. Please help us out by making sure to have read the FAQs on the web site and your product's documentation before contacting us. Make sure to perform the QuickStart tutorials, too.

TRY THESE BEFORE WRITING TO US:

Take a look at the Hot Topics and FAQs (Frequently Asked Questions page first. Most questions are answered there.
Perform the tutorials. If you have not yet performed the tutorials (or QuickStart) provided with the software, PLEASE perform (don't just read them). Almost half of the questions, we are asked are covered in the tutorials. Sometimes the answers can be missed if you have read (rather than performed) the tutorial.
Read the manual. If the question relates to MetaSynth, MAKE SURE to look in the manual's index.
Search the soft copy manual using the Find command. Most of our software includes a soft copy, searchable Acrobat Reader format manual. Use the Find command to search for words related to your question. For example, if you aren't sure how to use picture input in ArtMatic, search for 'picture', 'input', 'pict'.
Search the UILIST archives and/or join the UILIST. The UILIST is our online, email-based users group. You can search the list archives without joining the list. Joining the list is a great way to get help and advice from experienced users. To search the archive visit: http://groups.google.com/group/UILIST . To join the list, visit the list home page or send a blank message to: UILIST-subscribe@googlegroups.com
Ask your question on the UILIST. The UILIST is our online email-based users group and is the best way to get support. We read the list and actively participate. Questions on the list get answered first. To join the list, send a blank message to: uisoftware-subscribe@topica.com
Direct support email: PLEASE write to us ONLY after you have read the Hot Topics and used the resources discussed above.

DIRECT EMAIL. If none of the above avenues provides the answer/solution (or if none of these avenues is relevant to your question), write to and we will try to respond within 24 hours. Be sure to include, your name, the software version you are using, the OS version, the amount of RAM you have, the amount of RAM assigned to the application and any other relevant information. Please don't write to the direct support address until you have searched the documentation, performed the tutorials and checked the online FAQs (if one is available for the application).