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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 30-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’ll only need to provide us with an email address so that we can send you the download link. (Don’t worry, we’ll never share it!)

Note: the 30-day trial period starts from the moment you open the software on your computer. If you are a Start user, this period is unlimited and you can switch to the Trial edition directly from the software, at any time.

What are the differences between HeavyM Start and HeavyM Live?

You can find a detailed comparison of the two editions here.

How long do HeavyM licenses last for?

There are two types of subscription plans, for both Start and Live: 3 months and Lifetime.

A 3-month subscription allows you to use the software and all the updates that are released for 3 months from the moment you buy the license. At the end of the 3 months, your subscription will be renewed automatically for 3 more months, so you can keep using the software without any interruption. (Learn about auto-renew in a topic below.)

A Lifetime license never expires and comes with one year of free updates. You can use the software forever, but once your year of updates is up, you won’t receive the newest releases anymore, unless you renew your updates access (see below). It means that you’ll still be able to use the software, but you’ll be stuck at the latest version of HeavyM that was released when your updates access was valid.

I have a Lifetime license, how do I renew my updates access?

If you have a Lifetime license and your year of updates access has expired, you can still use the software, but you won’t be able to install any of the new updates that are released (about 4 each year) until you renew your access.

If you wish to renew your updates access for a year, head over to the order page and select “+1 year of updates” on the drop-down menu for Start or Live. You can also buy this year of updates directly from your license manager. The year will be added to your current license.

Note: you can buy this extension at any time. If you buy it before your current updates access is up, the new year of updates will be added on the date that your current year expires.

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

If you are a Start Lifetime user, you can upgrade to HeavyM Live Lifetime by only paying the difference. Head over to the order page and select “Upgrade from Start” from the HeavyM Live subscription selector at the top. You can also upgrade directly from your license manager. Your new Live license will be available to use right after the payment. (If you are still in Start edition when you open the software, use the menu option Help → Refresh your License.)

If you already have a 3-month license (Start or Live), its price will be deducted from the price of the license to which you are upgrading. Contact us through this form.

I have a 3-month subscription, how does auto-renew work?

Auto-renew is an option that will renew your 3-month subscription on your behalf before your current subscription term expires, so that there is no license interruption. In this case, you’ll be charged every three monthsand the software will check the renewal of your license automatically if you have an internet connection. Don’t worry, if there is a problem with your payment or connection, you’ll be able to re-register your license or refresh it manually from the software (in Help → Refresh your License).

If you wish to deactivate the automatic renewal, head over to your license manager and click on “View billing details”. You’ll be redirected to a platform where you’ll be able to manage your payment details and preferences.

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 2 for both Start and 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 license manager. You can release a license from a computer and link it to another as you wish, following the process described in this tutorial.

Where can I see my license and order details?

You can consult all the information related to your license from your license manager. There, you’ll find, for instance, details about your subscription, linked devices and billing info.

Note: if you bought an Olga kit, the invoice was sent to you by email when you placed your order.

I can’t find my license key.

The license key was sent to you by email when you purchased a HeavyM Start or Live license. If you can’t find it, please check your spam folder, or use the recovery link on this page. You’ll need to give us the email you used for your order so that it can be sent to you again.

Note: if you don’t have a license key because you bought HeavyM when there was a login system, you also need to follow the recovery process mentioned in the last paragraph to get a key.

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

Thank you again for your support on Kickstarter! To get your version, please send us a message via the contact form. Don't forget to specify your Kickstarter pseudo or your backer ID.

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!

Note: you can browse the forum freely, but you’ll need to sign in or register in order to post a topic or comment.

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 let you 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, you’ll have to register your license again.

Where can I find all the downloadable versions of HeavyM?

If you have a Start or Live license, you’ll find the latest version of HeavyM to download in your license manager.

Otherwise, you can get an access to the latest version in Trial edition by following this link. You’ll only need to provide us with an email address so that we can send you the download link. (Don’t worry, we’ll never share it!)

For the moment, if you wish to download an older version of the software, please contact us to request it.

Note: if a new version of HeavyM is released, you’ll be notified directly in the software.

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 that my license is not valid or my seats are full.

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

If it’s only your updates access that has expired, you can keep using HeavyM with the same license, but only up to the last version that was included in your subscription.

You might also not be able to link your license because all your seats are full. On your license manager, 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 changed some components of your device. In this case, follow the tutorial mentioned in the previous paragraph to get the details on the online unlink process.

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.