Why is there a watermark (red x) with my active subscription?

Doug Y
Doug Y
  • Updated

This FAQ is for users who have an active subscription to Maxon One, Red Giant Complete, or Universe.

If you own a perpetual (non-subscription) license to any of the Red Giant Suites or older products, consult this FAQ.

The majority of subscription watermarks are resolved by checking over the following steps in this order:

  1. Make sure you have the latest version of the Maxon App.
    The Maxon App is available for download from the top of this page.
  2. Sign into the Maxon App with the same email used to purchase your subscription.Screenshot_2022-04-06_at_13.58.03.pngYou can check if the email you're using has an active subscription associated with its Maxon account on my.maxon.net
    • If you purchased your subscription from redgiant.com instead of maxon.net, your subscription has since been migrated into a Maxon account.
      • You can access your migrated subscription by signing into my.maxon.net with the same email  used to purchase your subscription from redgiant.com.
      • Even if you never setup a Maxon account, your migrated subscription will be ready to associate itself with a newly-created Maxon account, as long as you use the same email used to purchase from redgiant.com.

  3. Check that the subscription now says it's activated within the Maxon App.
    If the subscription hasn't activated already after you signed in, use the menu to the right of the product to select the Activate option.
    Screenshot_2022-04-06_at_13.59.53.pngactivated2.png

  4. Once all of the above is done, check for a watermark in a BRAND NEW PROJECT/SEQUENCE -- NOT A PROJECT YOU'D BEEN WORKING ON WHEN YOU'D DISCOVERED THE WATERMARK.
    As a troubleshooting test, try out your subscription product on a brand new sequence/project with a new clip, and apply the effect.
    • If there is no watermark on a brand new project: Then you're all set.
      To remove the watermark from any project you were working on before, clean out the render cache of your host and you're good to go..
      • The steps for cleaning out the render cache is dependent on whatever editing program you are using:
        • For After Effects: Edit > Purge > Image Cache Memory
        • For Premiere: Sequence > Delete Render Files
        • For Final Cut Pro X: File > Delete Generated Event Files
      • If you clean out the render cache and there is still a watermark but there was no watermark on a brand new project, try adjusting any of the parameters on the effect by a wide margin to force the output to re-render.
    • If there is still a watermark on a brand new project, and the Maxon App shows you are in a licensed state, use the top right menu of the Maxon App to send us an Error Log via a troubleshooting ticket and we'll go from there.
      errorreportpng.png

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