Troubleshooting
Common issues and solutions.
Make sure your Adobe installation is up to date
Boombox supports Adobe After Effects and Premiere Pro, version CC2019 and up. If you are running an older version, please update the program. If you cannot or don't want to update, we can only help you by refunding your order.
Make sure you are running the latest version of Boombox
Most issues are solved with a clean install, and / or removing the configuration data. So before anything else, make sure you've got the latest version of Boombox installed. You can find and download the latest version of boombox here.
Adobe 2024 Update
If you've recently updated to AE 2024 and are experiencing issues, you can try the following:
First, make sure to use our .exe or .pkg installer. This will ensure that old extension versions are properly cleaned up.
If on Windows, and the Motion 4 panel is not displaying, try running After Effects as an Admin. You should only have to do this once.
If you're still experiencing issues, you can try a ZXP installer. We recommend https://install.anastasiy.com/, as it has full support for Adobe 2024 applications. Other ZXP installers do not support 2024 as of this writing.
Check your Extensions folder
Sometimes, updates between Adobe applications, installer bugs, or other issues can lead to the extension being duplicated or corrupted in your extensions folder. You can find your extensions in the following locations:
On Windows, the folders are:
C:\Program Files\Common Files\Adobe\CEP\extensions
or
C:\Program Files(x86)\Common Files\Adobe\CEP\extensions
and
C:\Users\YOUR_USERNAME_HERE\AppData\Roaming\Adobe\CEP\extensions
And on macOS the folders are:
/Users/YOUR_USERNAME_HERE/Library/Application Support/Adobe/CEP/extensions
and
~/Library/Application Support/Adobe/CEP/extensions
From here, you should see a Boombox folder. If you see any additional Boombox folders (such as com.mtmograph.boombox), you should delete them. After deleting the additional folders, you can restart the Adobe application.
Uninstalling Boombox
If you are still having problems with Boombox you can try to uninstall Boombox completely. You have two options here:
If you successfully logged in with your license key and you are able to access the panel, you can go to the Menu > About > Uninstall. This action will remove all of the files and folders associated with Boombox for you.
If you are not able to log in with your license key and you are encountering problems on the login screen, you can remove the following files:
On Windows, the folders are:
C:\Program Files\Common Files\Adobe\CEP\extensions\Boombox
or
C:\Program Files(x86)\Common Files\Adobe\CEP\extensions\Boombox
and
C:\Users\YOUR_USERNAME_HERE\AppData\Roaming\Adobe\CEP\extensions\Boombox
And on macOS the folders are:
/Users/YOUR_USERNAME_HERE/Library/Application Support/Adobe/CEP/extensions/Boombox
and
/Library/Application Support/Adobe/CEP/extensions/Boombox
When all the folders are removed, install Boombox again with the latest installer. You can find the latest installer here.
Clear the configuration data
Boombox stores installed packs, your license key, and other preferences in a configuration folder. Some of these files might have gotten corrupted, causing Boombox to work incorrectly, and most commonly reported: "Hang on the loading screen".
By removing the configuration folder, you will get a 100% clean installation.
This will also remove your User Packs make sure to export them first!
On Windows, the folder is:
C:\Users\YOUR_USERNAME_HERE\AppData\Roaming\boomboxstable
And on macOS it is:
/Users/YOUR_USERNAME_HERE/Library/Application Support/boomboxstable
Manual installation
Some problems occur during the regular installation method and thus is a manual installation required. This should only be done if both the pkg/exe installation and the ZXP installation fail. Manually installing Boombox goes as follows:
On Windows:
Download the latest .ZXP for the tool.
Rename the .zxp file to .zip
Unzip the .zip, you will get a folder.
(Important!) Rename the folder to Boombox
Copy that Folder to:
C:\Program Files\Common Files\Adobe\CEP\extensions\ (64 bit operating system) or C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\ (32 bit operating system)
Restart the Adobe program
on macOS:
Download the latest .ZXP for the tool.
Rename the .zxp file to .zip
Unzip the .zip, you will get a folder.
(Important!) Rename the folder to Boombox
Copy that Folder to
/Library/Application Support/Adobe/CEP/extensions
Restart the Adobe program
Contact us
If the above steps don't solve your problem, some bigger problem is going on that I would like to hear about. Please send me an email describing your problem to support@mtmograph.com
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