Frequently asked questions

First time? We provide step-by-step instructions for the initial setup on our Setup Page.

Also check out our video content:

On our YouTube channel, you can find helpful tutorials on a variety of topics:

 

 

 

General

 

 

 

 

    General Info

  • Many applications offer SDK commands that allow it to be controlled by third-party hardware and software. Our plugins are based on these, and 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 showing the effects of that internal command.

     

     

     

  • A custom profile uses keyboard shortcuts and macros. A few examples can be downloaded here, but you can also create a custom profile yourself for any software you wish to use your Loupedeck with.

     

     

     

  • HOW IS THE LOUPEDECK ORGANIZED?

    The Loupedeck Live and Loupedeck CT have three levels of hierarchy:

    Workspaces (green) have Pages (blue), which contain Actions&Adjustments (purple)

    In every workspace, both dials and the touchscreen can have as many pages as you wish, containing all the functions you need. You can access different pages for the touch screen buttons by swiping left and right, and for the dials by swiping up and down.

    WHAT ARE WORKSPACES FOR?

    In many cases, Workspaces act similar to a folder. However, when an application has different modes, like Lightroom’s “Library” and “Develop” mode, activating a “Develop” Workspace will automatically switch the mode, too.

     

     

     

  • Loupedeck devices support

    • Windows 10
    • Mac OS 10.13 and newer

     

     

     

  • 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. In EU countries, the warranty is extended to two years.

    How to file 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 webshop, please fill out the form at the end of this page.

     

     

     

    Troubleshooting

  • 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.

     

     

     

  • If you are setting up your Loupedeck for the first time, we recommend you follow the instructions on our dedicated setup page.

    Please make sure all your applications are up to date, and you are using the latest version of the Loupedeck software.

    Our regular software updates bring new features and improved stability. Running the latest version of our software and the applications you work with provides the best user experience.

    SOME DIALS OR BUTTONS ARE NOT WORKING

    Windows

    • Check if you use any third-party antivirus software that could be blocking commands sent from Loupedeck and update the settings
    • Check Firewall & Network protection settings and make sure Loupedeck is among apps that are allowed through the firewall.

    MacOS

    Reboot your Mac once Loupedeck software is installed to ensure Loupedeck plugins are connected correctly. Due to macOS security features, Loupedeck requires certain permissions to function. Please follow these steps to grant the required permissions:

    • Open System Preferences
    • Select Security & Privacy
    • Select Privacy
    • Go to Accessibility
    • Find Loupedeck and tick the box, then confirm the changes
    • Some macOS versions require to add Loupedeck in the Automation settings (System preferences -> Security & Privacy -> Privacy -> Automation), check that the System Event box is ticked under Installer.

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

    THE LOUPEDECK SOFTWARE UPDATE WON’T INSTALL

    Our software installs Loupedeck plugins directly into the folders of supported editing apps. Therefore, it is important to have all the editing apps closed while running the Loupedeck installer.

    If your installation fails on Windows, please follow these steps:

    • Log into Windows with your Administrator user account. On Windows computers, Loupedeck software requires Administrator permission to complete the installation. Logging into Windows with an Administrator account is not the same as the „Run as Admin“ option. This will be optimized in our future software versions
    • Check the settings of any third-party antivirus software or Firewall on your PC that could be blocking the installation. To allow Loupedeck through Firewall, search for „Firewall & Network protection“ on your PC, click on the „Allow an app through Firewall“ and then change the settings so that the checkbox next to Loupedeck is ticked.

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

    Loupedeck software is installed per user. Please install the software for the other family member/user accounts, but note that it can only be installed and used on administrator accounts.

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

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

    To prevent this either temporarily disable your virus scanner or ask it to exclude Loupedeck configuration software in its threat assessment. Then uninstall the Loupedeck software and install the latest version (found here).

    Instructions on how to make an exception for Loupedeck with Avast Antivirus can be found here.

    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.

     

     

     

  • I WOULD LIKE TO UNINSTALL THE LOUPEDECK SOFTWARE

    To ensure Loupedeck software will be successfully uninstalled from your computer, please close all supported apps and unplug your Loupedeck from your computer. Please note these steps will remove all Loupedeck files permanently and you will not be able to recover them later. Make sure you export and save profiles you might want to keep.

    Windows

    Before uninstalling Loupedeck software, please Stop Loupedeck. You can find the little Loupedeck icon in the system tray at the bottom right. Clicking on the triangle on the Windows toolbar, then right-click on the Loupedeck icon and select Stop Loupedeck.

    Uninstalling steps

    • Unplug Loupedeck from your computer
    • In the Start search window, type down Remove programs
    • Find Loupedeck in the list of apps and click the Uninstall button

    Once you see the window confirming that the uninstall is successfully completed, please proceed with the following points:

    • Find your User folder on the C: Drive
    • In your user folder, make sure the Hidden items check-box is ticked in the View tab (you need to do this in order to see all the folders)
    • Open AppData folder (you are only able to see it when the Hidden items check-box is ticked)
    • Open Local folder and delete Loupedeck folder
    • Open Roaming folder and delete Loupedeck folder and LoupedeckConfig folder

    MacOS

    Before uninstalling Loupedeck software, please Quit Loupedeck by clicking on the Loupedeck icon at the top menu bar and selecting Quit.

    Uninstalling steps

    • Unplug Loupedeck from your computer
    • Find Loupedeck app in the Applications folder and move it to the bin
    • Search for Terminal in Finder
    • Run this command in the terminal window: sudo rm -rf /Users/<USER NAME>/.local/share/Loupedeck/
      • <USER NAME> – replace this part with your user name
    • Enter your password
    • Restart your Mac

     

     

     

    Customization

  • LOUPEDECK SOFTWARE TUTORIALS

    We have created a number of tutorial videos that explain how to navigate the Loupedeck configuration software (version 4.0 and above). You can find the full list here on YouTube.

    HOW DO YOU OPEN THE LOUPEDECK CONFIGURATION SOFTWARE?

    The Loupedeck software is always running in the background to allow communication between the device and the application. If you wish to open the Setup app and proceed with configuring your device, please follow the steps below:

    WindowsOS

    • Type Loupedeck in the Start Menu window
    • Loupedeck Setup app will be listed, click to open it

    MacOS

    • Find Loupedeck in the Applications folder and click on it – this will start Loupedeck software
    • A small Loupedeck icon will appear in the menu bar at the top of the screen
    • Click on the small icon and select Open setup

     

     

     

  • You can expand the functionality of your Loupedeck CT and Loupedeck Live by adding Custom Actions (for buttons) and Custom Adjustments (for dials and wheel).

    Custom Actions & Adjustments can execute, combine and automate sequences of a variety of functions. They are a powerful tool to further tailor your device to your needs.

    To learn more about how to create them, have a look at our tutorial videos for Custom Actions & Custom Adjustments.

     

     

     

Applications

 

 

 

 

    Photo/Graphics

  • WHICH VERSIONS OF LIGHTROOM ARE SUPPORTED?

    All our devices support Lightroom Classic.

    Unfortunately, we can not support Lightroom CC as it does not have the SDK (software development kit) support we need for our plugin and only a few keyboard commands, which does not allow us to create any integration with this app at the moment.

    DOES LOUPEDECK SUPPORT ADOBE LIGHTROOM 6?

    Lightroom 6 is supported by the Loupedeck+. However, some limitations may exist due to Lightroom 6’s SDK. If you want to use Lightroom 6 with Loupedeck+, please download Loupedeck Software version 2.6 for macOS or Windows.

    ARE YOU PLANNING TO SUPPORT OLDER VERSIONS OF LIGHTROOM IN THE FUTURE?

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

     

     

     

  • LOUPEDECK FALSELY CLAIMS THAT NO PHOTO EDITING APPLICATION IS RUNNING

    Check that the Loupedeck2 plugin is enabled in Lightroom’s plug-in manager (Lightroom Classic -> File -> 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 Loupedeck is listed but has a red dot next to the name, please click Reload Plug-in
    • If the Plugin is missing, please download it here. Install it by unzipping the contents of the .zip file and adding it to -> Lightroom -> File -> Plugin Manager

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

    KEYBOARD MODIFIERS (LIKE ALT) DON’T WORK FOR SOME ACTIONS?

    Where Loupedeck controls Lightroom via keyboard shortcuts keyboard modifiers will work. When Loupedeck commands Lightroom via SDK functions the keyboard modifiers are not supported.

    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.

     

     

  • SETUP TUTORIAL VIDEO

    You can find a tutorial video guiding through the initial setup here.

    MY LOUPEDECK IS NOT WORKING WITH CAPTURE ONE

    To start using your Loupedeck in Capture One, 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

    • Open the Capture One 11 menu from the top left side of your screen
    • Go to “Edit Keyboard Shortcuts”
    • Change Capture One Default-layout to “Loupedeck”

    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) in this folder, causing the application to crash.

    In that case, 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”

    HOW IS CAPTURE ONE CURRENTLY SUPPORTED?

    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, as they are not available.

     

     

     

  • With update 4.1, we re-built our Photoshop plugin on Adobe’s newly announced Unified Extensibility Platform (UXP) in Adobe Photoshop to enable you to enjoy the full range of new functionality it offers.

    These fundamental changes mean that Loupedeck software version 4.1 and above will only work with Photoshop version 22.0 and above.

    USING AND OLDER VERSION OF PHOTOSHOP

    If you want to continue using a previous version of Photoshop, please download version 4.0 for macOS or Windows.

    SETTING UP LOUPEDECK WITH THE LATEST VERSION OF PHOTOSHOP

    To get started with Photoshop, please have a look at the Installation Guide for Photoshop below, which helps guide you through installation and setup.

     

     

     

  • MY LOUPEDECK CT DOES NOT ADJUST COLORS IN ILLUSTRATOR

    You can adjust Brightness, Hue and Saturaton with the color wheel widgets on Loupedeck CT in RGB Color Mode only.

    Open Illustrator app -> File -> Document Color Mode -> select RGB Color
    or press “Doc-Color-RGB” action on CT device

     

     

     

    Video

  • SETUP TUTORIAL VIDEO

    You can find a tutorial video guiding you through the initial setup here.

    MY LOUPEDECK IS NOT WORKING IN PREMIERE PRO

    Loupedeck needs to be activated as a control surface in order to be able to send commands to Premiere Pro.

    • Open Premiere Pro
    • Follow the menu to Edit -> Preferences -> Control surface
    • Click Add and choose Loupedeck
    • Click OK

    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 versions 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 here for Windows and Mac. To install them please unpack the contents to their respective folders.

     

     

     

  • SETUP TUTORIAL VIDEO

    You can find a tutorial video guiding you through the initial setup here.

    I AM USING A NON-ENGLISH KEYBOARD LAYOUT AND MY LOUPEDECK IS NOT WORKING

    At the moment, the default profile for Final Cut Pro X requires an English keyboard layout.

    To use your Loupedeck CT or Live with another keyboard layout, please follow the instructions on this page.

    You can also switch your keyboard language by following the steps below:

    1. Go to System Preferences -> Keyboard -> Input Sources -> Push “Add”
    2. Select “English ABC” or “English ABC Extended” and accept’

    COLOR WHEELS ARE NOT WORKING

    To start working with color wheels, please enable them in the settings:

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

    COMMAND SETS FOLDER MISSING

    In rare cases, the Command Sets folder is missing, which means the Loupedeck Command Set Shortcut file was not installed properly during installation and cannot be accessed within Final Cut Pro. Without the Command Sets folder, the Jog wheel and some actions may not function.

    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 command set file from this link and copy the downloaded file into the newly created folder.
    3. Select Loupedeck in Final Cut Pro -> Command Sets

     

     

     

    Audio

  • SETUP TUTORIAL VIDEO

    You can find a tutorial video guiding you through the initial setup here.

    MY LOUPEDECK IS NOT WORKING IN ABLETON

    Make sure Loupedeck folder is installed in the correct place:

    • WindowsOS: C:\ProgramData\Ableton\Live 10 [version]\Resources\MIDI\Loupedeck
    • MacOS: HD-> Applications -> Ableton Live 10 [version] -> Contents -> App-Resources -> MIDI Remote Scripts -> Loupedeck

    For Loupedeck to work with Ableton Live, you need to activate Loupedeck as a Control surface.

    • Open Ableton app -> preferences -> MIDI setup
    • Choose Loupedeck as a Control surface

     

     

     

  • MY LOUPEDECK IS NOT WORKING IN AUDITION

    Loupedeck needs to be activated as a control surface in order to be able to send commands to Audition.

    • Open Audition
    • Follow the menu to Edit -> Preferences -> Control surface
    • Click Add and choose Loupedeck
    • Click OK

     

     

     

Need more help? Send us a message!

If your question was not answered in the above FAQ, don’t hesitate to contact us by filling out this form.

In the meantime, please check the FAQ above and our instructional videos on YouTube.

 

 

 

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