Frequently asked questions

General Questions

WHAT ARE THE SYSTEM REQUIREMENTS?

Loupedeck+:

Windows® 10
Mac® OS 10.14, Mac® OS 10.13, Mac® OS 10.12

Loupedeck CT:

Windows® 10
Mac® OS 10.14, Mac® OS 10.13

WORKING WITH MACOS AND SETTING PERMISSIONS

The Loupedeck software is compatible with MacOS. However, new security features were added to and these need to be allowed for the Loupedeck to function.

Please follow the steps below:

• Click the Apple icon on the Mac-menu bar
• Select System Preferences
• Select Security & Privacy
• Select Privacy
• Go to Automation
• Check that the System Events box is ticked under Installer (if not then check it)
• Go to Accessibility (still in Security & Privacy)
• Find Loupedeck2 and tick the box and apply

After changing the settings, pop ups asking for permission may appear. The permissions should be granted for the Loupedeck to work.

Please note that some Mac’s do not require the automation steps and that if Loupedeck/Loupedeck2 is already found in the list you can remove it and manually add i again. 

LOUPEDECK CT NOT CONNECTING WITH MY MAC?

If only the wheel lights up and Loupedeck logo is displaying, this may be an indication that the CT has not connected properly to your Mac – to fix please follow directions below:
Go to your system preferences -> network settings and see if there is a Loupedeck DEVICE listed. If it is not listed in the left panel, press the + button and see if you can manually add it from the available network devices. After adding wait for a while and the connection should be established. 
 
Note! If the Loupedeck is in the list but is not connected, please check that you do not have any VPN/Firewall active that might block it. Please also send me a screenshot of the details that are displayed. 

WHERE CAN I DOWNLOAD THE CONFIGURATION SOFTWARE?

You can download the latest version of the configuration software at Loupedeck.com/setup

HOW DO I MAKE SURE I ALWAYS HAVE THE LATEST VERSION OF THE CONFIGURATION SOFTWARE?

Please visit Loupedeck.com/setup to download the latest version of the configuration software.

WHY IT IS IMPORTANT TO UPDATE THE CONFIGURATION SOFTWARE?

Updated configuration software is released to fix bugs, add new functions, this will ensure that you have full support from Loupedeck for your current editing software.

I UNZIP THE INSTALLATION FILE, BUT IT GETS DELETED RIGHT AWAY.

Some virus scanners are programmed to protect your computer from new software that is unfamiliar. The software will then be deleted or disabled.

To prevent this either disable your virus scanner or ask it to exclude Loupedeck configuration software in its threat assessment. Then uninstall the Loupedeck software and install it again from Loupedeck.com/setup.

Here is how to do it with Avast: http://bit.ly/2t2Rrf4

Using a feature like CyberCapture that prevents all new software from running can also cause problems.

To turn this feature off in Avast, follow these instructions: http://bit.ly/2uTNZ3M

I HAVE INSTALLED LOUPEDECK ON OUR SHARED COMPUTER, BUT OTHER FAMILY MEMBERS/USERS CANNOT SEE IT IN THEIR PROFILE

Loupedeck software only installs for one user. Please install the software for the other family member/user accounts.

WHAT IS KEYBOARD MODE?

Keyboard mode is a way to use dedicated rating buttons as keyboard modifiers (Shift, Cltr, Option/Win -key, Alt, Tab, Esc, Enter). Please see the user guide on how to enable keyboard modifiers.

NEWEST LOUPEDECK SOFTWARE UPDATE WON’T INSTALL?

If the Loupedeck software version 3.1 installer fails to install on your workstation it might be due to one of the following reasons:
1) You are on a non admin account of your system
2) You have supported editing software running in the background
3) You have third party anti-virus software stopping it
4) Old v.1 Loupedeck software is still present (only if you have had a Loupedeck original previously)

Adobe Premiere Pro CC

AFTER INSTALLING LOUPEDECK SOFTWARE, WHY WON’T MY LOUPEDECK+/ CT CONNECT WITH ADOBE PREMIERE PRO CC?

Please follow the instructions below when setting up your Loupedeck+ with Adobe Premiere Pro. If you are still experiencing difficulties please read our Adobe Premiere user manual.

How to Set up your Loupedeck+ with Adobe Premiere Pro CC:

Windows:

1. While Loupedeck softare is running, open Adobe Premiere Pro CC
2. Go to Edit -> Preferences -> Control surface -> Push “Add”
3. Select “Loupedeck 2” and accept

MacOS:

1. While Loupedeck software is running, open Adobe Premiere Pro CC
2. Go to Premiere Pro CC -> Edit -> Preferences ->
Control surface -> Push “Add”
3. Select “Loupedeck 2” and accept

ADOBE PREMIERE PRO CC PLUGIN NOT FOUND?

Our Premiere Plugin installs itself to the latest available Premiere Pro on your system. If you have two verions of Premiere Pro e.g. CC 2019 and 2020 installed, the plugin will only install to the latest version. 

You can manually move the plugin from CC2020 folders to CC2019 or then uninstall CC2020 and reinstall the Loupedeck software.

The plugin can be found here:

Mac: Applications/Premiere Pro CC 2020 (you might have to secondary click and select show package contents)/Plug-Ins/Control Surfaces/ 

Windows: Program Files/Adobe/Premiere Pro CC 2020/Plugins/ Control Surfaces/

If the plugins are missing you can also find them below, to install them please unpack the contents to their respective folders.

Windows: https://www.dropbox.com/s/ldjwq9hp94rmq7p/Loupedeck2premiereplugin.rar?dl=0 

Mac: https://www.dropbox.com/s/wrilbxvlk2gihhm/Loupedeck2.bundle.zip?dl=0

Capture One

HOW DO I GET LOUPEDECK WORKING WITH CAPTURE ONE?

For activating Loupedeck beta support you need to select the correct keyboard shortcut layout from Capture One:

Windows: Open “Edit”-menu, select Keyboard Shortcuts -> Change Capture One Default-layout to “Loupedeck”

MacOs: Capture One 11 Menu (left side next to the Apple symbol): “Edit Keyboard Shortcuts”

MY CAPTURE ONE CRASHES WHEN I TRY TO SWITCH TO THE LOUPEDECK KEYBOARD LAYOUT.

The Capture One installer should assign “Read and Write” access rights for the Capture One Keyboard Shortcuts folder. If the access rights are set to “Read” this does not allow the user to “Write” (i.e. change settings) to this folder and the software crashes.

The access rights need to be set manually:

Follow this path on Finder:
/Users//Library/ApplicationSupport/CaptureOne/KeyboardShortcuts
(Please note: “Library” folder is hidden so you should press ‘ cmd + shift + . ’ to make it appear)

This folder needs to be set to give both Read and Write access for all computer users.
You can change Read & Write access by right clicking the folder and choosing “Get Info”

WHAT DOES “CAPTURE ONE BETA SUPPORT” ACTUALLY MEAN?

We have integrated Loupedeck software to work with Capture One by using the methods that are currently available: Capture one is controlled by keyboard shortcuts instead of internal commands like Lightroom and Aurora HDR. Using Keyboard shortcuts sets limitations on the joint operations of Loupedeck and Capture One, but it is an essential step for getting feedback from users to know how we could develop it further.

I THINK CAPTURE ONE NEEDS MORE SUPPORTED FUNCTIONS.

Yes, we agree. Please contact us and give your comments on what would you prefer and how you would like to use those functions!

WILL MY OLD LOUPEDECK WORK WITH SKYLUM HDR AND CAPTURE ONE OR DO I NEED TO ORDER A NEW ONE?

The original Loupedeck is fully compatible with the latest Loupedeck Configuration Software which supports Adobe Lightroom (7.4), Skylum Aurora HDR 2018 (1.2) and beta support for Capture One Pro (11).

However with the original Loupedeck there are restrictions where the physical controls have been updated on Loupedeck+, for example Loupedeck does not have a Custom Mode which features on Loupedeck+ .

Warranty

WHAT IS MY WARRANTY COVER AND HOW LONG DOES IT LAST?

Loupedeck comes with a 1-year limited hardware warranty starting from the original date of purchase covering any defects in materials and workmanship under normal use.

HOW DO I SUBMIT A WARRANTY CLAIM?

If you have purchased the Loupedeck from a dealer, please contact the dealer’s customer service

If you have purchased the Loupedeck from Loupedeck’s own web shop, please send an email to support@loupedeck.com