Frequently Asked Questions

Common questions about HeavyM and all the answers you need.

You have a question?

In this page, we have compiled questions frequently asked by the HeavyM users. If you have a “not so frequently asked” question that isn’t answered here, you can send us a message directly using our contact form or make a post in the forum.

Licensing and sales

Can I try HeavyM for free before buying a license?

Yes! To help you make your choice and test HeavyM before buying a license, you are offered a 15-day trial of HeavyM Live. In this Trial mode, you’ll get a watermark on the output, but all the features of HeavyM Live are unlocked, so you can discover them and test the full potential of the software.

So, don’t hesitate to download the software even if you don’t have a paid license yet! You only need to create an account first to do so.

Note: the 15-day trial period starts from the moment you download the software.


Can I use HeavyM on multiple computers?

HeavyM licenses are allocated a specific number of seats. This number represents the maximum number of computers to which you can link the license at the same time. The number of seats for a license is 1 for Start and 2 for Live. Know that you can unlink HeavyM from a device at any time (see below).


How do I manage the devices linked to my HeavyM license?

You can consult the list of linked devices on your account. You can release a license from a computer and link it to another as you wish, following the process described in this tutorial.


I already have a HeavyM paid license, what are my upgrade options?

In order to see the options related to your current subscription, you first need to be logged in. Then, go to your account to see your upgrade options, or check out the order page to see all the different HeavyM offers.


Where can I see all my licenses and orders?

You can see all your past and current orders and licenses on your account. On this page, you can download invoices and manage your subscriptions details.


I'm a Kickstarter backer and I can't download my version.

Thank you again for your support on Kickstarter! You first have to create a HeavyM account with the e-mail address provided in the campaign survey. Most times, this is the same address as the one you use for your Kickstarter account.

If you still can't access to the download of your version, please send a message via the “Contact us” form. Don't forget to specify your Kickstarter pseudo or your backer ID.


Account management

I didn't receive the confirmation email.

Please check your spam box first, and send us a message via the “Contact us” form if you still can't find it.


I want to change my account’s email address or password.

To do so, go to your account and click on the “edit” icon at the top-right corner of the grey block.

This will let you access a page where you can edit your personal info, including your password and email address. If you edit these, remember they are also used to log in to the software.

Note: you can’t change your username.


Getting started with HeavyM

Are there learning materials or community forums?

Yes, the HeavyM team has created some learning materials on the software, suitable for both beginners and advanced users. You can train with a selection of online tutorials, or consult the complete PDF user manual.

In addition, there is a forum for HeavyM users on our website. If there is a topic you’d like to discuss or issues with the software, you’ll get help from our technical team and the community there. It operates mostly in English, but there are also threads in French, Spanish and German. Don’t hesitate to use this forum, your post might also help other users!

Finally, you can also join other HeavyM users in our Facebook groups for French and English-speaking users.


Can I use HeavyM without an internet connection?

An internet connection is necessary only the first time you open the software, in order to allow you to login and register a license. Once you are registered, you can use the software offline and you won’t have to login again the next time you launch it.

Note: however, if you wish to use HeavyM on a new computer or have performed an OS or HeavyM update, you’ll have to login again.


How can I get the older versions and updates info?

You’ll find all the versions of HeavyM and release notes in the software archive page, which you can also access by clicking on the “ALL VERSIONS” link in the news block of your account page.


How do I open a projection? Can I preview my work without a video projector?

In HeavyM, you have the option to open a windowed projection to preview your work on your computer in Projection → Windowed.

As for the fullscreen projection of your mapping from your video projector, make sure you have configured your computer’s display settings properly first. Then, in HeavyM, you’ll just need to go to Projection → Fullscreen and select the desired screen number.

For further explanation on how to adjust your projection or multi-projection and its parameters, please consult the “Projection” chapter of the HeavyM user manual. And if you are having trouble opening the projection, please refer to the troubleshooting section below.


Software troubleshooting

My antivirus is blocking the installation of HeavyM.

If you’re having trouble installing the software, it might be because your antivirus is blocking it. If you can’t bypass the prohibition, try deactivating your protection while you install HeavyM.

But don’t worry, it’s not because HeavyM is unsafe! This can happen because some antivirus block programs that are unknown in their database. Once a software has been opened and declared as safe by a sufficient number of people, antivirus won’t forbid it anymore. Consequently, this usually happens if a new version of HeavyM is released and you’re one of the first users to install it.

Note: if your antivirus is Windows Defender, you can bypass the block by clicking on More info → Run anyway when the “Windows protected your PC” window appears.


I can’t launch HeavyM.

If this happens on Windows, try to launch HeavyM as admin by right-clicking on the icon or start menu item and selecting “Run as administrator”. If you encounter this regularly, you can set this action by default by checking “Run this program as administrator” in Properties → Compatibility (from the right-click menu on the HeavyM icon).

If it still doesn’t work or if you’re running on Mac OS, please contact the support via the “Contact us” form or the forum to report the problem, with details about your configuration.


HeavyM says I don’t have any license available or I can’t link more devices.

You can check the details of your subscription on your account. Your license might have expired! If it is the case, please buy a new one to keep using HeavyM.

You might also not be able to link your license because all your seats are full. On your account, you can also consult the list of devices linked to your license. You can release a license from a computer and link it to another as you wish, following the process described in this tutorial.

Note: if you see that your computer is in the list but you can’t access the software on it, it might be because you have upgraded your operating system or changed some components of your device. In this case, follow the tutorial mentioned in the previous paragraph to get the details on how to perform an emergency online unlink.


My interface looks weird, everything is too small/too big on my Windows device.

If you are using HeavyM on a device with a high-DPI display, you might experience issues with the appearance of the interface, making it difficult to use. To fix this, here are a few workarounds you can try:

Change compatibility settings

1. Right-click on the HeavyM icon or .exe file and select “Properties”.

2. In the “Compatibility” tab, check "Disable display scaling on high DPI settings”. If you have "Override high DPI scaling behavior / Scaling performed by: ” instead, check this and try the different options in the drop-down menu.

3. Re-launch HeavyM. The graphical elements in the application should appear clearer or bigger now.

Change Windows display scaling

If changing the compatibility settings hasn’t satisfied you, you can try to adjust the display scaling performed by Windows, but be aware that this will affect the display of all your apps and elements, not only HeavyM.

1. Set the compatibility settings on “Scaling performed by: System” (see previous point), because the scaling of the app needs to be done by Windows for this method to work.

2. Then, you can change the percentage for the size of elements directly in your Windows settings. Go to Settings → Display and "Change the size of text, apps, and other items"

The changes are applied directly. Try to upgrade or downgrade the size until the overall appearance satisfies you.


When I launch a fullscreen projection it doesn’t fit the resolution of my display / It is overlapping on different screens.

It’s an issue that has been experienced by Microsoft Surface users in particular, and it is due to a dpi (dots per inches) difference between the displays.

This problem can be solved with the adjustments suggested for interface display issues (see topic above).

Otherwise, it can also be corrected by adjusting the position and size of the projection manually in the HeavyM menu Projection → Parameters. In these settings, you are able to change the width, height, and X and Y-coordinates of the output. Note: these last features are only available in HeavyM Live.


I can’t see my projection window.

Make sure HeavyM is running on the 3D graphics card with this tutorial and that the card’s drivers are up-to-date.


I can’t see my player in the projection.

Check out our tutorial on the subject to learn how to set the display and playback parameters of players.


I’m having performance issues.

HeavyM can be very resource-intensive, here are a few tips to help you make sure you’ll get the best performance out of it:

  • Make sure HeavyM is running on the 3D graphics card with this tutorial.
  • Choose a performance level in HeavyM. The performance mode affects how HeavyM uses the memory of your graphics hardware to display your project. You can switch modes in Projection → Performance and everything else you need to know on the subject is explained in this tutorial.
  • Finally, if your videos are still lagging, try to use the recommended formats (.mov or .mp4) and codecs (h264, DXV, hap).

Also, check out our article on how to choose the best computer and components for video mapping!


Legal disclaimer

The information contained in this FAQ is provided to you “AS IS” and does not constitute legal advice. HeavyM makes no claims, promises or guarantees about the accuracy, completeness or adequacy of the information contained in or linked to this FAQ.