Support
Do I need to be online when authorizing your plugins?
No, you don't – you just need to transfer the license key file to your offline computer, so you can select it when the plugin asks you to upon first launch.
I've bought one of your plugins. Where do I download the full version from?
All your full version downloads are available in your Cableguys user account.
I have downloaded the installation file, but when I double-click it, nothing happens, or my virus scanner is reporting a virus. Is the installer broken?
Anti-virus software can silently block our installers, or might erroneously report a virus in an installer.
It's rare that this happens, but if it does, we can assure you that it's a false alarm (assuming you've downloaded the software directly from your Cableguys account via our website, of course). Please disable your virus scanner during installation and turn it back on immediately afterwards.
If you're unsure, you can upload the installer to an online virus scanner to have it checked by multiple virus scanners.
I've double-clicked the license file, but it hasn't unlocked the plugin. How can I make it work?
The license file needs to be loaded into the plugin – it's not an executable file that you can 'run' on its own.
I've loaded the license file into the plugin, but I'm getting an error message saying, "The license file could not be parsed". How can I authorize my plugin?
Please download and install the latest full version of the plugin and your license file from your user account. Then, try to unlock the plugin with the zipped license file (.zip). If that doesn't work, unzip the file and try to unlock the plugin with the .lic file.
Also, make sure you're using the right license file for the plugin in question, particularly if you have more than one version of it. For example, ShaperBox 2 and ShaperBox 3 use separate license files, so you can't unlock ShaperBox 2 with the ShaperBox 3 license file or vice versa.
I've lost my license file. How do I obtain it again?
You can download your license files from your Cableguys user account whenever you need to.
Older plugins (ShaperBox 2, VolumeShaper 4, Kickstart 1, etc), can be found in the Old Downloads section of your account.
How do I unlock the demo version of my Cableguys plugin?
It is not possible to unlock the demo versions of our plugins. Please download the full version from your Cableguys user account.
On macOS, the full version installation will automatically overwrite the demo version, as long as you install to the default locations.
On Windows, the VST version must be installed to the 'VST Plugins' folder specified in your DAW. If you've previously installed the demo version, please install the full version to the same folder. This will overwrite the demo with the full version.
I'm getting an error message when trying to install a plugin in macOS Ventura: "Installation failed – please get in touch with the developer".
This is a bug in macOS 13 Ventura that affects many vendors. If you're installing from the macOS Downloads folder, please allow the installer access to the Downloads folder when it requests it.
Alternatively, move the installer to a folder other than the Downloads folder before running it. If that doesn't fix it, please move the installer to a removable hard drive and run it from there.
I'm having trouble with the installation process. Where can I get help?
If you can't find the solution to your issue here, then contact us with a clear description of the problem you're having.