If you encounter any errors, please reach out to our team via the Chat feature on the bottom right of the screen.

Please find some additional troubleshooting documentation below.

Install failures

The most common reason for a failure installing the plugin is the lack of the correct VStitcher license. You can check your Browzwear account set up by following the instructions on this page. If you need help updating your license, please contact Browzwear Support.

You can also check your license by inspecting VStitcher logs:

  1. In VStitcher, go to Help → Open Log Folder...

  2. Inspect the most recent Vstitcher-<version>.logx file with a text editor.

Search for EcoShot in the log file. If you see this error message, you need to contact Browzwear to get the right license:

failed to acquire open platform license in order to load plugin

You can also attach the log file and email it to us at ecoshot-support@metail.com, and we'll look at it for you. If you are unsure about which log file to send, just create a ZIP archive with all the files in it and send us the ZIP archive.

  • To create a ZIP archive on macOS, select all the files, right-click on them, and select Compress XX items. This should create an Archive.zip file.

  • To create a ZIP archive on Windows, select all the files, right-click on them, and select Send to -> Compressed (zipped) folder.

Missing Preview window (Windows)

If Preview EcoShot fails and it opens a temporary folder in Explorer like the one below,

right-click on the draft.cmd file and run as Administrator:

The Preview window should open.

If that works, run VStitcher as Administrator next time and the Previews should work directly from the EcoShot menu. To run VStitcher as an Administrator, right-click on its icon and select Run as administrator:

Error messages

Here is a list of the most common error messages and their meaning.

Unsupported avatar

You are either using an avatar that is not Metail's, or an older avatar that is no longer supported. Under the Plugins menu in VStitcher, go to EcoShot -> Settings. Under Installed Avatars you should see a list of all the available avatars. For instance, if you only see EcoShot Anna v2, older versions of Anna won't be supported.

Open Log Folder

Unsupported pose

It is OK to create custom poses for our avatars and use them for intermediate styling, but you won't be able to render any of those poses. If you try, you will get this error message. For final renders, please use the poses provided.

No images available for this pose

We provide a T-pose for all the models that can be used for intermediate styling, but we can't render that pose at the moment because we haven't photographed the models in a T-pose. You could also get this error message if your group hasn't subscribed to some particular pose, although for most cases, all the poses of our avatars should be available to everyone.

Getting support

Please open the EcoShot Log folder using the 'Open Log Folder...' option from the menu:

Open Log Folder

Inside the folder that opens, there will be a file called current.log. If you have just experience the error, you just need to send us that file. Please attach that file to an email and send it to us at ecoshot-support@metail.com.

If the error happened on any previous day, just create a ZIP archive with all the files inside that folder.

  • To create a ZIP archive on macOS, select all the files, right-click on them, and select Compress XX items. This should create an Archive.zip file.

  • To create a ZIP archive on Windows, select all the files, right-click on them, and select Send to -> Compressed (zipped) folder.

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