Support¶
Need help with an ECal Studios plugin or app?
Use the official support email below and include a few details so the issue is easier to understand and fix.
Official support email
Before contacting support¶
Please check the documentation page for the product you are using first. Many common setup, installation, packaging, build, and workflow questions are already covered in the manuals.
What to include¶
When you send a support request, please include:
| Detail | Example |
|---|---|
| Product name | Screenshot Studio, ShipCheck, TickCheck, AssetCheck, MkLume |
| Product version | 1.0.0, 1.1.0, 1.2.0 |
| Engine/app version | Unreal Engine 5.5, 5.6, 5.7, or MkLume version |
| Operating system | Windows, macOS, Linux |
| Short issue description | What happened and what you expected |
| Screenshots or logs | Only if they help explain the problem |
Useful troubleshooting steps¶
Before sending an email, these quick checks often solve the most common issues:
- For Unreal plugins, make sure the plugin is installed in your project
Plugins/folder. - Restart Unreal Engine after enabling an Unreal plugin.
- Regenerate project files if the plugin contains C++ code.
- Build Unreal projects in Development Editor configuration.
- Check that your Unreal Engine version is supported by the plugin.
- For MkLume, make sure you opened the folder that contains
mkdocs.yml. - For MkLume build issues, try running
mkdocs buildfrom a terminal to see the full error.
Response expectations¶
Support is handled through email. I try to keep replies clear, practical, and focused on getting you unstuck as quickly as possible.
Helpful email subject
A good subject line is:
Screenshot Studio 1.2.0 - PIE capture does not include UI
TickCheck support note¶
For TickCheck 1.1.0 questions, include whether the issue is related to scanning, filtering, opening assets, exporting reports, or the new dashboard/settings view.
RedirectCheck support note¶
For RedirectCheck questions, include whether the issue is related to scanning, preview cleanup, cleaning redirectors, report export, or Content Browser syncing. Relevant Output Log lines containing LogRedirectCheck are especially helpful.
MkLume support¶
MkLume support will move to GitHub issues when the public repository is ready. Until then, email [email protected] and include your operating system, MkLume version, and what you were trying to do.
AssetCheck support note¶
For AssetCheck questions, include whether the issue is related to scanning, presets, result filtering, Quick Actions, report export, or settings. Relevant Output Log lines containing LogAssetCheck are especially helpful.