Support
- We are really happy to provide email support for all our products, but to save your time it really helps if you can provide us with as much information as possible when submitting your request.
The following details are extremely helpful and will really speed up the process of getting you the help you need:
- Your system specs and in particular the version of macOS that you are running - if in doubt, you can find this information under the Apple/About menu.
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The particular Hawaiki product you are using (including the version number) - we have quite a few.
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The host application you are using to run the plug-in - we make products for Final Cut Pro, Motion, Premiere and After Effects, so we don't know this unless you tell us.
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The version of FxFactory you are running. It is a good idea to make sure you are running the latest version of this - you can download it here: fxfactory.com/download.
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The details of your problem, and any steps you have tried to address it.
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And finally any other third party plug-ins you might be using in conjunction with ours that may be causing a conflict.
- M1 (Apple silicon) Update: with the release of Final Cut Pro 10.5.3 we are pleased to announce official support for all of our plug-ins on M1 Macs. Plug-ins should update automatically via the FxFactory app.
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If you are having problem with the installation of your product or it looks as though your problem is system related, we may ask you to contact FxFactory direct and they will be happy to help you. You can find all the details you need for how to do that here: fxfactory.com/support.
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If you are having problems with Final Cut Pro, the following process resolves many issues that you may encounter: download and install the latest version of FxFactory; launch the FxFactory app and go to FxFactory -> Preferences in the menu bar. Click on the Plug-ins tab and click on the Trash Can next to "Load plug-ins in Final Cut Pro" then click the Clean Up button. Launch FCP, quit FCP, and relaunch.
- Clicking the Email Us button will open up your default mail application so you can mail us direct with your support request. Please note this is the only way you can contact us - we do not provide phone support.
- Of course, we'd be really happy to hear from you even if you don't have a support issue. We'd always love to know what you think about our products and what you think we can do to improve them.
We really appreciate that you have chosen a Hawaiki product. Thank you.
