Frequently Asked Questions - Troubleshooting

If you encounter any memory related problems using the HDR Expose Aperture or Lightroom plug-ins on the Mac, please make sure that Aperture or Lightroom is running in 64-bit mode. 64-bit processing is required in order to take advantage of the physical and virtual memory required for processing large HDR image files.

Please make sure to uncheck the "Open in 32-bit mode" option in the application's "Get Info" window and re-start the application.

After exchanges with a number of customers that complained of very strange behavior such as "unable to interact with the user interface" and "When I move the mouse over things they light up but I can't click them", it appears that the issue is a bug that occurs with Wacom tablets.

To give a bit of a technical background of the issue, Unified Color products' user interface is designed using a cross platform framework made by Nokia called Qt, which we use because it allows us to make our products cross-platform in unified manner (the same user interface code works on Windows XP/Vista/7 and Mac OS X Leopard/Snow Leopard).

This Wacom incompatibility issue is a problem with Qt and is affecting all Qt-based applications, so unfortunately it is not something that we can fix directly. However it is a bug that Nokia acknowledges and says that it is working on, and many developers(including us) are pushing for them to provide a solution. Due to the nature of this process, we cannot provide an estimated timeline for when the fix should be available in our product, but again we are reaching out to Nokia to get this resolved — it is a high priority issue for us.

To be a bit more specific about the bug, we have found that the issue only affects Windows users of Wacom tablets when it is in "Mouse" mode, which is sometimes called "Relative" mode. A temporary workaround is to switch your pen into "Pen" mode(sometimes called "Absolute" mode), in which we observed proper behavior, or use a standard USB mouse.

We apologize for the delay with this issue and appreciate your patience.

If you have an ATI graphics adapter, and you're running Windows, OpenCL may not be turned on by default. The reason is because ATI Catalyst video driver doesn't support OpenCL (unlike NVIDIA's graphics driver). In order to enable OpenCL on ATI cards, users must install ATI Stream SDK from the following page:
http://developer.amd.com/gpu/atistreamsdk/

The HDR Expose installer detects whether Lightroom is at the default location in order to determine whether or not the HDR Expose plug-in can be installed. If you have Lightroom moved to a non-default location, the installer won't be able to install HDR Expose plug-in. The workaround in this situation would be either to move Lightroom into the default location for the time of the installation or to manually install the Lightroom plug-in.

Here are the instructions to manually install the plug-in:

1. Mount the HDR Expose installer and open it up
2. Right click on the HDR Expose package and select "show package contents"
3. Navigate to the "Contents" folder and then to "Resources"
4. Drag the files HDRExpose.lrplugin and HDRExposeLRPlugin to your desktop
5. Open up the terminal (command+space bar, type terminal, press enter)
6. Copy and paste the following statement into the terminal:
   chmod -R 777 ~/Desktop/HDRExposeLRPlugin.app && chmod -R 777 ~/Desktop/HDRExpose.lrplugin && mv ~/Desktop/HDRExpose.lrplugin ~/Library/Application\ Support/Adobe/Lightroom/Modules/ && mv ~/Desktop/HDRExposeLRPlugin.app/ /Library/Application\ Support/Unified\ Color/
7. Press Enter if the above command didn't run automatically
8. Restart Lightroom, right click the image, you should see "Merge and Edit in HDR Expose..." under the "Export" menu item

Users that encountered this issue have reported that installing the latest updates for Windows 7 and restarting their machine has resolved this problem.