Support

Most problems fall into one of a handful of shapes. These are those shapes, and what to do about each.

The licence key will not activate

Check that you have pasted the whole key, including anything after a dash, and that no space has crept onto either end. If your activation count is used up, the application can release a machine from Settings, and if the machine you want to release is one you no longer have, write to us and we will free the slot.

EYU SUITS talks to our payment provider when a key is first entered, and from time to time afterwards, to confirm the licence is still valid. Those moments need a working connection. Nothing else in the application does, and none of them carry anything about your files.

A tool is slower than expected

Open Diagnostics inside the application. It reports which encoder it chose and whether it fell back to software. If a hardware encoder was available but not used, the reason is printed there.

Encoding on the graphics card is dramatically faster than on the processor, and the application prefers it whenever your hardware offers it. It falls back rather than failing when a card advertises an encoder it will not actually run, which costs speed and never costs you the job.

A neural tool wants to download something

Transcription, upscaling, frame interpolation, stem separation and background removal each need a model file too large to put inside the installer. The first run of each fetches it once, from its publisher, and never again. After that they work with the network off.

A file will not open

The application tells you which of the likely reasons it is: the file has moved, it is empty, another program has it locked, or it is damaged. If none of those fit, send us the file name and the message.

Where do finished files go

Each tool writes into its own folder under your Documents, and the panel that reports a finished job names the folder and will open it for you. You can change the location in Settings.

Which machines does it run on

Windows 10 and 11, 64 bit. Builds for macOS and Linux are not out yet. Hardware encoding uses NVIDIA NVENC, Intel Quick Sync or AMD AMF where present, and falls back to the processor where not.

Still stuck

Write to support@eyusuits.com. Include what you did, what happened, and the log if a job failed. A real answer comes back.