Fixing Common Issues

Most problems fall into a few categories, and most have quick fixes. Find your symptom below. If nothing here resolves it, see 9.8: When to Contact Support.

💡 Start here: if something looks wrong straight after installing or updating, close Photoshop completely and reopen it — twice. Photoshop caches extensions, and that cache needs two full restarts to clear. This resolves a large share of all reported issues.

9.1 Installation & the Plugin Panel

Plugin Not Showing in Extensions Menu

Problem: After installation, you can't find "The Mockup Factory" in Window > Extensions.

Solutions:

1. Restart Photoshop — twice

   • Close Photoshop entirely (not just the document) and reopen it
   • If it's still not listed, close and reopen a second time
   • A single restart often isn't enough to clear the extension cache

2. Check your Photoshop version

   • Go to Help > About Photoshop
   • Verify you're running CC 2019 or later
   • CS6, CC 2018 and earlier are not supported

3. Reinstall the plugin

   • Close Photoshop completely
   • Open ZXP Installer and remove The Mockup Factory if listed
   • Re-install by dragging the .zxp file onto ZXP Installer
   • Reopen Photoshop

4. Check the Extensions folder manually

   • Windows: C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\
   • Mac: /Library/Application Support/Adobe/CEP/extensions/
   • Look for a folder called com.themockupfactory.plugin

Panel Looks Wrong or Shows the Old Version After an Update

Problem: You've updated the plugin but the panel looks broken, or still shows the previous version.

Solution: Restart Photoshop twice. This is the single most common update issue and the double-restart resolves it almost every time. See Section 14.2 for the full update process.

Plugin Panel is Blank or Won't Load

Problem: The plugin opens but shows a blank panel or a loading screen that never finishes.

Solutions:

1. Restart Photoshop twice — clears the extension cache

2. Check your internet connection — the panel needs a connection to load. Try loading a website to confirm

3. Update Photoshop — Help > Updates, then restart

4. Clear Photoshop preferences (last resort)

   ⚠️ This resets all your Photoshop preferences — workspaces, colour settings, keyboard shortcuts and more. Only try this if nothing above has worked.

   • Close Photoshop
   • Hold Ctrl+Alt+Shift (Windows) or Cmd+Option+Shift (Mac) while launching
   • Click "Yes" when asked to delete settings

ZXP Installer Shows "Installation Failed"

Solutions:

1. Close Photoshop first — check Task Manager (Windows) or Activity Monitor (Mac) for lingering Photoshop processes
2. Run ZXP Installer as Administrator (Windows) — right-click > Run as Administrator
3. Re-download the file — the download may have been corrupted
4. Add an antivirus exception — some antivirus software blocks extension installers. Add an exception for ZXP Installer or the .zxp file rather than disabling your antivirus. If you're unsure how, email us

macOS Blocks the Installer

Problem: macOS prevents ZXP Installer or the plugin from running due to security settings.

Solution:

1. Go to System Preferences > Security & Privacy
2. Look for the message about the blocked application
3. Click "Open Anyway"
4. Confirm by clicking "Open" in the dialog
5. Try the installation again

9.2 Login & Subscription

Login Authentication Fails

Solutions:

1. Check your internet connection — the plugin verifies your subscription at every login
2. Verify your credentials — use the email you subscribed with; passwords are case-sensitive; watch for stray spaces
3. Reset your password — do this on themockupfactory.com first, then log in to the panel with the new one
4. Check your subscription status — log in to your dashboard and confirm it shows as ACTIVE

I'm Asked to Subscribe When I Try to Log In

The plugin checks for an active subscription at sign-in. If yours has been cancelled or lapsed, you'll see a link to subscribe again rather than being let in. Re-subscribe from that link or your dashboard and access returns straight away.

A Payment Failed But I Can Still Log In

That's expected. If a payment doesn't go through, you keep access during a short grace period so your work isn't interrupted. Update your card on your dashboard to clear it. If the balance stays unpaid past the grace period, access will stop.

Note: during a grace period you may not be able to download the plugin again from your dashboard — resolve the payment first if you need to reinstall.

The Effect I Want is Locked

Effects are tied to your plan:

• Print UV / Sublimation requires Print & Sublimation or above
• Engraving Effects require Professional

Upgrade from your dashboard — it takes effect immediately, then restart the plugin. See Section 3.8.

9.3 Processing Problems

No Output Files Generated

Problem: Processing appears to run, but your output folder is empty.

Possible causes and fixes:

1. PSD templates don't contain smart objects

   • Open a template in Photoshop and check the Layers panel
   • Smart objects show a small page icon in the bottom-right of the layer thumbnail
   • Templates without a smart object can't be processed

2. PNG folder is empty or contains other file types

   • The plugin only processes .png files
   • JPG, TIFF, SVG, AI and PSD designs are not supported
   • Check the folder actually contains PNGs

3. You selected files instead of a folder

   • The plugin needs the folder, not individual files

4. Output folder path is invalid

   • Re-select the output folder
   • Avoid network drives, or folders you don't have write permission for

5. Wrong folder selected

   • It's easy to point at a parent folder by mistake — confirm all three selections

Processing Stops Partway Through

Solutions:

• Check disk space — you need at least 2 GB free, and far more for large batches or PSD output
• Check for a corrupted template — remove templates one at a time to isolate it
• Reduce the batch size and try again

Subfolders Aren't Recognised (Multiple Smart Objects)

When using "different design per smart object" mode, subfolder names must match your smart object layer names exactly — this is case-sensitive. Check for trailing spaces and avoid special characters. See Section 6.

Wrong Number of Mockups Generated

• In normal batches: every PNG is processed against every PSD. 5 designs × 4 templates = 20 mockups. Remove templates you don't want
• In multiple smart object mode: the driver smart object's design count sets the output count, unless "Create All Combinations" is enabled. See Section 6

9.4 Performance

Slow Processing Speed

Problem: Mockups are taking much longer than the typical 2–5 seconds each.

Solutions:

1. Reduce your batch size — 20–50 mockups per batch is the sweet spot
2. Trim your template folder — every extra PSD multiplies the work
3. Close other programs — browsers, video editors and other heavy apps compete for memory
4. Check your file sizes — very large PSDs (many layers, high resolution) and very large PNGs (10,000+ pixels) both slow things down
5. Free up disk space — Photoshop needs temp space to work
6. Increase Photoshop's memory allocation — Preferences > Performance
7. Use an SSD — dramatically faster than a traditional hard drive

Effects add a little processing time compared with No Effects — that's expected.

Plugin Crashes During Processing

Possible causes and fixes:

1. Insufficient memory

   • Close other programs
   • Restart your computer before large batches
   • Process smaller batches (20–30 mockups)
   • 8 GB RAM is the minimum; 16 GB+ is recommended

2. Corrupted template file

   • Open each template in Photoshop to check it loads cleanly
   • Remove templates one at a time to isolate the problem file

3. Very large files

   • Reduce PNG dimensions where possible
   • Delete unused layers from templates

4. Photoshop needs updating

   • Help > Updates, then restart

💡 Don't use the computer for other work during processing — it's faster and more stable if left alone.

9.5 Design Placement

Design Looks Stretched or Squashed

You're using Stretch mode with a design whose aspect ratio doesn't match the smart object. Either:

• Export designs from your production files so they carry the correct transparent footprint, or
• Switch to Fit or Fill mode

See Section 5.

Design is Being Cropped

You're using Fill mode with a design whose aspect ratio differs from the smart object. Switch to Fit to see the whole design, or add bleed to your design.

Empty Space Around the Design

You're using Fit mode with mismatched aspect ratios. Switch to Fill for edge-to-edge coverage, or use Stretch with a properly prepared transparent footprint design.

Design is Too Small or Overflows

You're using No Resize and your PNG dimensions don't match the smart object. Switch to another mode, or resize your PNG to match exactly.

The Design Lands in the Wrong Place on One Template

If placement is correct on every other template, the smart object in that PSD isn't lined up with the product's print area. That's a template problem — fix the alignment in the PSD itself. No resize mode can compensate for a misaligned smart object.

9.6 Effects

Mockups Look Flat or "Pasted On"

You're most likely running with No Effects. Choose the processing type that matches your product so the design reads as physically applied. See Section 7.

White in My Design Disappears on Wood

On natural wood, UV Print on Wood 1 and 2 don't print white — those areas fall back to bare wood. Switch to UV Print on Wood 3 or 4, both of which print and preserve white. See Section 7.4.

Effect Looks Too Strong or Too Weak

The setting doesn't match your production intensity. Test the other settings for that substrate and compare against your real products. See Section 7.7.

Wood Grain Doesn't Show Through the Engraving

• Make sure you're using Engraving Effects with the Wood substrate, not No Effects
• Try a lighter setting
• Verify you're on the Professional plan

Effects Only Applied to One Smart Object

In "different design per smart object" mode, effects apply to the driver smart object only by default. This is deliberate — on a photo frame, you want the frame engraved but not the photograph. To treat every slot the same, select All smart objects under "Apply Effects To". See Section 6.

Mockups Don't Match My Actual Production

Settings are numbered because every laser and printer is different. Run one design through all the settings for your substrate, compare against real products from your own equipment, and note which matches. See Section 7.7.

9.7 Output Files

I Can't Export a PSD

PSD output is only available when your Processing Type is No Effects (Design Placement Only). It's disabled when an effect is applied — those effects can't be preserved as editable layers, and this also protects how they're built.

Previous Files Were Overwritten

Files with the same name are overwritten without warning, and there's no automatic recovery. Check your backups. To prevent it, use a separate, dated output folder for each batch.

Too Many Files Created

You've ticked multiple output formats — each one creates a separate file per mockup. Re-process with only the format you need.

Files Are Too Large

• Use JPG rather than PNG for web
• Lower the JPG quality to 6–8
• Avoid PSD output unless you specifically need editable layers (50–200 MB each)

Files Are Too Small or Low Quality

Increase JPG quality to 8–10, or use PNG for lossless quality. See Section 8.6.

Can't Open PSD Files

PSD is Photoshop's native format. Open in Photoshop CC 2019 or later, or an alternative with PSD support (Affinity Photo, GIMP) — though these may not render everything correctly.

9.8 When to Contact Support

Contact support@themockupfactory.com if:

• Nothing above resolves the issue
• You see persistent error messages
• The plugin won't install or load
• Processing consistently fails
• You suspect a bug

Contact creativehelp@themockupfactory.com if:

• You're not sure which processing type or setting to use
• You want advice on mockups or design placement
• None of the current settings quite achieve the effect you need — we're happy to add settings

Include in your email:

• Your operating system (Windows/Mac version)
• Your Photoshop version (Help > About Photoshop)
• The exact error message, with a screenshot if possible
• What you've already tried
• Example files, if relevant

Response time: typically within 24 hours (business days).

9.9 Quick Fixes Summary

Symptom	First thing to try
Plugin missing from Window > Extensions	Restart Photoshop twice
Panel blank or won't load	Restart twice, then check your internet connection
Panel wrong after an update	Restart twice
Can't log in	Check internet, then verify your subscription is active
Asked to subscribe	Your subscription has lapsed — re-subscribe from your dashboard
Effect is locked	Check your plan — print needs Print & Sublimation, engraving needs Professional
No output files	Check templates have smart objects, and the PNG folder contains PNGs
Mockups you didn't want	Remove unneeded PSDs from the template folder
Processing slow	Smaller batches, close other programs, trim the template folder
Design squashed or cropped	Wrong resize mode — see Section 5
Mockups look flat	You're on No Effects — pick a processing type
White disappearing on wood	Switch to UV Print on Wood 3 or 4
Can't export PSD	Switch Processing Type to No Effects
Files overwritten	Use a dated output folder per batch

Happy mockup creating! The Mockup Factory Team