# Troubleshooting
## 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](https://mtmograph.com/pages/downloads).
## Adobe 2024 Update
If you've recently updated to AE 2024 and are experiencing issues, you can try the following:
1. First, make sure to use our .*exe or .pkg* installer. This will ensure that old extension versions are properly cleaned up.
2. 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.
3. If you're still experiencing issues, you can try a ZXP installer. We recommend , 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](https://mtmograph.com/pages/downloads).
## 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.
{% hint style="danger" %}
This will also **remove your User Packs** make sure to export them first!
{% endhint %}
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**:
1. Download the latest .[ZXP](https://www.mtmograph.com/pages/downloads) for the tool.
2. Rename the .zxp file to .zip
3. Unzip the .zip, you will get a folder.
4. **(Important!)** Rename the folder to **Boombox**
5. 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)
6. Restart the Adobe program
on **macOS:**
1. Download the latest .[ZXP](https://www.mtmograph.com/pages/downloads) for the tool.
2. Rename the .zxp file to .zip
3. Unzip the .zip, you will get a folder.
4. **(Important!)** Rename the folder to **Boombox**
5. Copy that Folder to
/Library/Application Support/Adobe/CEP/extensions
6. 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