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Frequently asked questions

Find answers to commonly asked questions by our customers. Contact customer support for quick and easy access to the assistance needed to get the most out of your Loupedeck experience.

General Questions

MY DEVICE SHOWS AS “DISCONNECTED” IN THE SOFTWARE, EVEN THOUGH IT IS PLUGGED IN

If only the wheel lights up and the Loupedeck logo is displaying, this may be an indication that the CT has not connected properly to your workstation. Please have a look at our guides that will help you troubleshoot connectivity issues on macOS or Windows.

I HAVE INSTALLED THE SOFTWARE ON MY MAC, BUT SOME DIALS OR BUTTONS ARE NOT WORKING

Due to macOS security features, Loupedeck requires certain permissions 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 Macs do not require the automation steps and that if Loupedeck/Loupedeck2 is already found in the list, you should remove it and manually add it again. 

WHERE CAN I DOWNLOAD THE CONFIGURATION SOFTWARE?

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

WHY IT IS IMPORTANT TO UPDATE THE CONFIGURATION SOFTWARE?

Updated Loupedeck 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, Ctrl, 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 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)

WHAT ARE THE SYSTEM REQUIREMENTS?
Loupedeck+:

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

Loupedeck CT:

Windows® 10
Mac® OS 10.15, Mac® OS 10.14, Mac® OS 10.13

Loupedeck Live:

Mac® OS 10.15, Mac® OS 10.14

Adobe Lightroom Classic

DOES LOUPEDECK SUPPORT ADOBE LIGHTROOM 6?

Yes, Lightroom 6 is supported on the Loupedeck+. However, some limitations may exist due to Lightroom 6’s SDK.

LIGHTROOM 6 IS NOT WORKING?

We are currently facing compatibility issues with our latest software and Lightroom 6. Please uninstall the latest Loupedeck software version and install the Loupedeck 2.6, you can download the previous 2.6 version from www.loupedeck.com/en/setup 
 
If you are on Mac you need to quit the setup from the Menu bar before uninstalling the current versionAfter installing the 2.6 please restart your Mac. 

I AM HAVING A PORT OR TCP ISSUE AND LOUPEDECK DOES NOT WORK.

This can be caused by a corrupted Mac hosts file. Restore hosts files back to the original to fix the issue.

LOUPEDECK TELLS ME THAT NO PHOTO EDITING APPLICATION IS RUNNING EVEN WHEN IT IS

Check that the Loupedeck2 plugin is enabled in Lightroom’s plug-in manager.

If you recently installed our software, you might need to do a simple reboot to let the plugin connect to the service. 

If the reboot does not work please go to Lightroom -> Help -> System Info and contact support with that information. You can contact a member of our support team by filling in the form at the bottom of this page.

Note! Loupedeck supports Lightroom Classic CC 7.4 and higher.

If you are missing the Loupedeck plugin you can download it here: https://www.dropbox.com/s/qinyda7w4xx3vyn/loupedeck2.lrplugin.zip?dl=0 

LOUPEDECK DOES NOT WORK WHEN USING QUICK DEVELOP IN LIBRARY MODE

Lightroom 6 and configuration software 1.5.x does not support Quick Develop functions.

Support for editing in Library Mode has been added by Adobe to Lightroom 7.4 and is supported by Loupedeck Configuration Software 2.1 with Loupedeck+.

ARE YOU PLANNING ON SUPPORTING OLDER VERSIONS OF LIGHTROOM?

No, Lightroom 5 has limited support for external devices so we are unable to support this version of Lightroom.

I ADJUST, FOR EXAMPLE, THE HUE CHANNEL WITH LOUPEDECK AND THEN USE THE MOUSE TO SELECT THE SAT CHANNEL FROM LIGHTROOM, BUT LOUPEDECK DOES NOT FOLLOW MY ACTIONS. THE SAME HAPPENS WHEN USING CLR/BW MODE. WHY?

When you press HUE from Loupedeck, it sends the command to Lightroom and stays synced. But if you change to SAT with the mouse from Lightroom’s user interface, Lightroom does not send any commands back to Loupedeck to indicate the change. So Loupedeck stays in HUE-mode and Lightroom in SAT-mode.

MY LIGHTROOM DOESN’T SEEM TO WORK WITH LOUPEDECK.

When using Loupedeck you need Loupedeck configuration software 2.0beta or higher which is compatible with Lightroom 7.4. or higher.

Loupedeck Original and configuration software 1.5.1 (mac) and 1.5.2 (win) are only compatible with Adobe® Lightroom® 6 or Adobe® Lightroom® Classic CC (2015).

HOW DOES LOUPEDECK COMMAND LIGHTROOM? WHAT IS AN SDK COMMAND?

Adobe offers a suite of SDK commands for hardware and software developers that drives Lightroom internally. Pressing a button or using a dial with Loupedeck activates these commands.

Although the user can see sliders moving on the screen, Loupedeck is not physically moving that particular slider – Loupedeck is activating an inner command and the slider on the onscreen user interface is following that internal command.

WHY DON’T KEYBOARD MODIFIERS ALWAYS WORK IN LIGHTROOM?

Where Loupedeck controls Lightroom via keyboard shortcuts keyboard modifiers will work.

When Loupedeck commands Lightroom via SDK functions the keyboard modifiers cannot be used in conjunction with these functions, this would require a second dedicated command within the SDK which currently isn’t supported.

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

Final Cut Pro X

AFTER INSTALLING LOUPEDECK SOFTWARE, WHY WON’T MY LOUPEDECK+ CONNECT WITH FINAL CUT PRO X?

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

How to Set up your Loupedeck+ with Apple Final Cut Pro X:

1. Make sure you’re using English keyboard layout
2. Go to System Preferences -> Keyboard -> Input Sources ->
Push “Add”
3. Select “English ABC” or “English ABC Extended” and accept’

Color Wheels:

1. Open Final Cut Pro X
2. Go to Final Cut Pro -> Preferences -> General ->
Color Correction
3. Select “Color Wheels” and accept

If you receive an error prompt regarding permissions, please follow the instructions under the MacOS Mojave permissions to fix.

Command Sets folder does not exist error:

In rare cases the Command Sets folder does not exist, which means the Loupedeck Command Set Shortcut file was not installed during installation and cannot be accessed within Final Cut Pro. Without the Comman Sets folder the Jog wheel and below actions may not function:

  • Add board fx
  • Selected fx on/off
  • Add curves fx
  • Add Hue/Sat fx
  • Change clip

The issue can be fixed by:

  1. Creating the missing folder manually to the following location: /Users/”username”/Library/Application Support/Final Cut Pro/Command Sets
  2. Download the commandset file from this link and copy the downloaded file into the newly created folder.
  3. Select Loupedeck in Final Cut Pro -> Command Sets

 

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+ .

Skylum: Aurora HDR

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+.

WHY CAN’T I CONFIGURE THE LOUPEDECK?

Currently the Aurora HDR plugin does not support configurability. This will be added for future software updates.

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

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