Red Giant Troubleshooting + Level 1 Clean Instructions

Do you have an older Red Giant license that suddenly stopped working? Do you see a big red X over your video? Please use the tips below to get your license working again.

Quick Links


The Maxon App

  1. Make sure you are using the most current version of the Maxon app. It’s 2.0. Get more information and a download link here.
  2. In the Maxon app, you can add serial numbers from older versions of the software that use serial numbers. There are instructions here.
  3. If this doesn’t get the licenses working, I would recommend the following: First, close After Effects
  4. In the Maxon app, uninstall Trapcode Suite or which ever product you’re having issues with.

Level 1 Clean Instructions

If you are running into issues with your Red Giant plugins, such as the inability to clear the red X from your plugins that should be working fine, or having to log in each time with Maxon, the fix below may help you.

These steps will uninstall ALL of the Red Giant Service from the system and delete all its files, including the database file.

Windows

  1. Open an Explorer window
  2. Navigate to C:\Program Files\Red Giant\Services
  3. Right-click the uninstall-red-giant-service.bat file and select “Run as Administrator”
  4. Then, reinstall the Red Giant Service by using one of the suite installers or the Red Giant App installer. https://www.redgiant.com/support/installers/
  5. You’ll need to enter your serial number in the Maxon app again. See The Maxon App for more information.
  6. Authorize the license if you need to. Entering your old serial number may do it but you may also need to authorize it.

Mac

  1. Open a Terminal window
  2. Run the command: sudo /Library/Application\ Support/Red\ Giant/Services/uninstall-red-giant-service.sh
  3. Then, reinstall the Red Giant Service by using one of the suite installers or the Red Giant App installer. https://www.redgiant.com/support/installers/
  4. You’ll need to enter your serial number in the Maxon app again. See The Maxon App for more information.
  5. Authorize the license if you need to. Entering your old serial number may do it but you may also need to authorize it.

Troubleshooting Error Messages

Error message: Failed to acquire Trapcode Suite 16 for Trapcode Suite. Please check the status of your license.

The issue occurs when the Red Giant App and Maxon App are installed on the same machine, causing licensing issues.

To fix the issue, please do the following.

  1. Remove the Red Giant App from your computer. It’s obsolete and has been replaced by the Maxon App.
  2. Download the Maxon App Cleaner .bat file here. Right click it, then run as Admin.
  3. Next, download the Maxon App HERE. For more on the Maxon App, scroll to the top of this page.
  4. After installing the Maxon App, log into it, and activate your license. 

Maxon App Configuration Reset

Another troubleshooting trick you can try is to reset the configuration.

  1. Close any opening editing applications.
  2. Open the Maxon App.
  3. Click the button in the top-right corner and go down to Reset Configuration > Reset.
  1. Once the reset is complete, log back into your Maxon App.
  2. Reinstall your plugins and run your host application to see if the issue persists.

See also:

Help! My Trapcode Particular License Won’t Activate Anymore! Here’s THE FIX