Support

One person answers this. It is me.

Before you write

Most questions are answered below. If yours is not, write to me. A person reads every one.

Licences

My licence email has not come

Check your spam and Promotions folders first. A new sender with a file attached often lands there.

How do I turn it on?

Drag your licence file onto the SHAPR window. Or open Settings, then Licence, then Install Licence File.

Can I use it on more than one Mac?

Yes. A license is for one person, not one machine — install it on the laptop and the studio Mac. What it is not for is sharing with someone else; the file carries your name and email.

I lost my licence file

Email me. I will send it again, as long as I still have your purchase on record.

It says my licence ran out

That is the monthly plan. Each payment covers you until the next one, plus two weeks.

It says my date looks wrong

The app saw that your clock is set earlier than a date it has already seen.

Installing

My Mac says it cannot check the app

Control-click the app and choose Open, then confirm. You only need to do this once.

We sign every release with an Apple ID. So your Mac can tell you who made it, and that nobody has changed it. If you see this warning on a copy from this site, tell me. I want to know.

What do I need?

macOS 14 (Sonoma) or later, Apple silicon or Intel. It is a universal binary; there is nothing to configure and no runtime to install.

Does it need the internet?

No. It all works with no internet. The only thing it ever asks the web is whether there is a new version. You can turn that off.

Sound

A preset changed my volume

It should not have. We measured every preset. Then we set it back to the volume it started at. A test checks this every time we build. If one is clearly off, email me the name. That is a bug, not a matter of taste.

Two things are not bugs. Hiss and Room add sound on top. Turning them up does get louder. That is what they do.

And Level In is a dirt knob, not a volume knob. It pushes the dirt harder. The preset gives the volume back at the end.

I cannot find it in my music app

First, check it is in the right folder. AU goes in ~/Library/Audio/Plug-Ins/Components. VST3 goes in ~/Library/Audio/Plug-Ins/VST3. Then restart your music app.

Logic checks new plug-ins once, then remembers. If it failed the first time, it will not try again. Open Logic, then Settings, then Plug-in Manager, to reset it.

It sounds wrong on my track

Tell me what you put through it. Tell me which part was on. We built these from measurements and we tested them. But a measurement is not a pair of ears. And what I tried it on is not what you have.

Reporting a bug

Please tell me these, in this order:

• What you did, what happened, and what you expected instead
• The app version — About SHAPR — and your macOS version
• A CSV export or the numbers from the detail pane, if it is about a measurement
• Whether it happens every time or just once

Please do not send audio unless I ask. Client material is yours and usually confidential; I can diagnose most things from the numbers. If a file really is needed I will say so and we will find a way you are comfortable with.

Feature requests

Yes, please. I would rather hear that something is missing than have you work round it in silence. I will tell you straight if it is likely. A plain "probably not" helps you more than a polite maybe.