FMX Installation Issues

This article covers problems you may run into when downloading, installing, or first launching FMX. If you cannot find the installer, the install hangs, or the app refuses to open after install, work through the steps below before contacting support.

Quick Diagnostics

Before troubleshooting, confirm:

• You purchased an FMX-eligible plan (Basic or Pro on the Cloud platform). FMX is not included with PAYG.
• You have a Cloud account at cloud.fotomaster.com that is logged in.
• Your booth computer meets the system requirements (Windows 10 or 11, 64-bit, .NET 9 runtime, 8 GB RAM minimum, 16 GB recommended for AI workflows). See System Requirements for the full spec.
• You have administrator rights on the computer where you are installing.

Where to Download FMX

The current FMX installer is only distributed through the Cloud dashboard. Do not download FMX from third-party links shared by other users -- those may be outdated beta builds.

1. Sign in at cloud.fotomaster.com with the email tied to your subscription.
2. Open the Licenses page in the left navigation.
3. Click Download FMX next to your license. The installer (an .exe file on Windows or a .dmg package for iPad-paired devices) will download.

Common Issues

Installer Will Not Run / Windows Defender Blocks It

Problem: Double-clicking the installer does nothing, or you see a SmartScreen message like "Windows protected your PC" and the installer never launches.

Cause: Windows SmartScreen, Defender, or third-party antivirus software flags new executables until they are recognized as trusted. This is not specific to FMX -- it happens with any installer that is not yet widely deployed.

Solution:

1. Right-click the installer and choose Run as administrator.
2. If SmartScreen blocks it, click More info in the warning dialog, then click Run anyway.
3. If your antivirus quarantines the file, add an exclusion for the FMX installer, the install folder (typically C:\Program Files\FMX), and the working folders C:\FMX\Events and C:\FMX\Logs.
4. Re-download the installer from the Cloud dashboard if it was previously interrupted -- a partial download will fail to launch.

"I Can't Find the License" After Install

Problem: FMX installs successfully but the license activation screen shows nothing or rejects your key.

Cause: New FMX users sometimes try to activate using an older FMX license key. FMX uses your Cloud login to activate, not the license key from older FMX software.

Solution:

1. Open FMX. On the activation screen, choose Sign in with Cloud account.
2. Use the same email and password you use for cloud.fotomaster.com.
3. If you are migrating from FMX, log out of the old FMX software first -- the license can only be active on one application at a time on a given device.

Install Finished but App Won't Launch

Problem: Installation completes without errors, but double-clicking the FMX icon does nothing, or FMX opens for a moment and then closes silently.

Cause: Missing Visual C++ runtime, blocked startup by antivirus, or a corrupted install caused by an interrupted download.

Solution:

1. Restart the computer. Many installation issues clear after a reboot when Windows finishes registering the new components.
2. Run as administrator the first time. Right-click the FMX shortcut and choose Run as administrator.
3. Reinstall the Visual C++ Redistributable. Download the latest x64 redistributable from Microsoft and install it. FMX depends on it for its UI components.
4. Reinstall FMX. Uninstall from Settings > Apps, restart, then run the installer again as administrator. Make sure to download a fresh copy from the Cloud dashboard rather than re-running an old installer.

Installing FMX Alongside Older FMX

Problem: You currently use FMX or Mirror Me Booth on a computer and are not sure if installing FMX will break the existing setup.

Cause: FMX and the older software can coexist on the same machine, but only one can be actively logged in to your account at a time.

Solution:

1. You can install FMX on a computer that already has FMX or Mirror Me Booth -- the installers do not conflict.
2. Test FMX before your next event. Do not assume both will run identical workflows; FMX uses Cloud-stored events while the older apps may use local presets.
3. When you are ready to fully switch, sign out of the older software so that your license activates cleanly on FMX.

Reinstalling FMX (Clean Install)

If FMX is misbehaving after an update or a corrupted install, perform a clean reinstall:

1. In FMX, go to Global Settings > Cloud Tab and sign out (if possible).
2. Open Settings > Apps in Windows, find FMX, and uninstall.
3. Delete leftover folders if present: C:\FMX\Logs, C:\FMX\Events (Back up any event data first), and the per-user cache at %LOCALAPPDATA%\FotoMaster\FMX\Cache.
4. Restart the computer.
5. Download a fresh installer from the Cloud dashboard and run it as an administrator.
6. Sign back in with your Cloud account. Sync your events.