Help

Troubleshooting

Fixes for common problems with the installer, the Studio window, sign-in, slow builds, memory, the add-ons, material size, visible seams and the export folder.

Matelume Guide. Upcoming features are marked separately.

Windows stops the installer

"Windows protected your PC" appears because the installer isn't code-signed yet. Click More info, then Run anyway. If there's no Run anyway, your PC's settings block unrecognised apps; ask whoever manages the PC. Never install if Windows reports a threat. See Install Matelume.

The Studio window

Nothing seems to open. Matelume may already be running. Start it again: the open window comes to the front. Check the taskbar as well.
It opened in your web browser. Your PC lacks the window engine Matelume uses, and the Studio works the same in the browser. Close Matelume with Quit in the top bar. If you only close the tab, Matelume closes itself 20 minutes later.
A window you expected didn't appear, such as the folder window on the Export step. It can open behind the Matelume window; check the taskbar.

Matelume shows "Waiting for you to link this PC…" until you confirm in your browser.

On the page that opened, sign in, check that the code matches, then click Link this PC.
Closed the page? Click Open the page again.
A code works for 10 minutes. If it ran out, click Cancel, then Sign in with your browser again.
The page says "Two PCs are already linked; unlink one first." Unlink a PC on My account; see Your PCs.
The page says "This PC has already used its Matelume trial." Each PC gets one trial. Buy a plan to keep working on it.
Matelume says "Matelume needs the internet to start new work; your work is saved." Check your internet connection.

Builds are slow

Look at This PC on the Export step. If it says the maps are made on the processor, Matelume didn't find an NVIDIA graphics card. Everything still works; it takes longer.
Pick a lower quality. 6K and 8K take longer to prepare and to build than 2K and 4K.
Close programs that use the graphics card, such as a renderer running in the background.
"Taking longer than usual - still working" means a task is past its estimate but still running. Give it time; the estimates learn your PC's speed.

Running short of memory

16 GB of RAM is recommended. If a build stops, or your PC slows right down:

close other large programs, especially 3D software and browsers with many tabs;
pick a lower quality;
quit and restart Matelume, then try again.

If the Quality step fails, Matelume says "Quality could not be prepared. Choose a size to retry." Pick the quality again, or a lower one.

The add-on or plugin doesn't show up

Blender: you need Blender 4.2 or later. Check that Matelume is on under Edit > Preferences > Add-ons. The panel is in the 3D Viewport's sidebar: press N, then click the Matelume tab.
3ds Max: you need 3ds Max 2025 or later. Run the .mzp again with Scripting > Run Script..., then add the button from Customize > Customize User Interface.
The list is empty or says "Matelume is not answering". Start the Matelume app on the same PC, then click Refresh. Or use Open an export folder.
Send to didn't arrive. Switch Listen on in the add-on. A sent job waits ten minutes, then you need to send it again.

The material is the wrong size in my scene

Check the size you set in the Scale step. On the Export step, Tile shows the real size of one tile in mm.
In Blender or 3ds Max, use Apply to selected: it measures your object's UVs. If you resized the object afterwards, apply the material again.
Keep your UVs evenly scaled across the object. Unevenly scaled UV islands can't all be at the real size.
In Blender, apply the object's scale (Ctrl+A > Scale) before you apply the material, or the relief comes out too high or too low.
In other programs, set the texture's real-world size from the .json. See Other programs and renderers.

I can see seams

In the Seamless step, a picture labelled "a join is visible" needs another tool, a different Join band, or a look at Compare all four, 2 × 2.
Make sure your program repeats (wraps) the texture instead of clamping or mirroring it. A marble slab exported with No seamless is the exception: set it to mirror or clip.
In a packaged export, the previews folder shows the tile repeated 6 × 6.

Export folder problems

"Choose a folder first" means you clicked Build the maps before picking a folder. Click Choose the folder... first.
Each export makes a new folder and never writes over an old one. A second export with the same name ends in _2.
Save to a folder you can write to, such as one in your Documents.

Path tracing isn't available

"Path tracing is not available on this graphics card" means your graphics card can't run it. Switch Path tracing off; the normal 3D view still works.

Still stuck? See Contact support.