Frequently Asked Questions

Table of Contents

How do I update Pano2VR / Object2VR?

By default, Pano2VR and Object2VR both check for updates every 7 days. If the update is incremental, it will download and install it automatically. If it is a major release, it will require a manual download and install.

  • A major release/update is an increase in the version number. For example, from 1.0 to 2.0; 2.0 to 3.0, etc.
  • Inter-version updates are incremental versions. For example, from 4.0 to 4.0.1.

NOTE: You do not have to uninstall older versions!

Updating to a major release

For all major releases you will need to download and install the new version. Also, all major releases require a new license.

  1. Download the latest version of Pano2VR by doing one of the following:
    • In Pano2VR or Object2VR, go to Help > Check for Updates. Select, Yes, in the dialog that appears. A browser window will open to Garden Gnome Software’s Pano2VR’s download page. Choose your operating system to download.
    • Go directly to the download page to download the installer.
  2. Install:
    • Mac: Open the DMG and drag the Pano2VR or Object2VR logo on to the Applications folder.
    • Windows: Open the EXE and follow the installer’s directions.
    • Linux: Unzip/extract the tar.gz file. And then follow the instructions provided by one of our users for installing Pano2VR on Ubuntu.
  3. Open the new version. When it opens it will ask you for a license key.
  4. Enter your new license key or use the trial version.
    NOTE: The trial is fully functional and does not time out. All outputs will have distinct watermarks added to them.

Updating to an incremental release

All incremental updates are free (included with your license) and are simple to install:

  1. Go to Help > Check for Updates. Select, Yes, in the dialog that appears.
    Pano2VR or Object2VR will download the update and will automatically install the new version.
    NOTE: If, Check for updates, is selected in the Settings or Preferences, a dialog will pop up on opening alerting you of the update.
  2. Reopen the software and continue working.

Can I use the output files on more than​ one domain?

Yes!

Will my license work with all operating systems (Windows, Mac, Linux)?

Yes! Your license will work on all platforms. Just download the correct build for your system and enter your license key.

However, if you have purchased our software from the Mac App Store, please contact us and we’ll help you out.

How do I purchase your software?

Our products are available to purchase online. When you purchase our software, you are buying a license which will remove the watermarks from the trial version. Boxed versions of our software are not available.

To order a single-user license

  1. Go to the product page:
  2. Scroll down or click, Buy it, to bring you to the Buy a license key, section.
  3. Choose a product version and click, Add to Cart.
  4. Choose Proceed to checkout or Check out with PayPal.
  5. On the Checkout page, fill out the billing details and add your email address.
  6. This email address and name you provide will be associated with the license key. To use a different name (i.e your company name) for the license, please add this under Additional Information.
  7. Choose a payment option and continue to finalize payment.
  8. Payment complete. Once the payment is complete, your license key will appear on the screen and will be sent to you via the email address you provided. It will also be available in your account, under License Keys.

To order a multi-user license

  1. Go to the product page:
  2. Scroll down or click, Buy it, to bring you to the Buy a license key, section.
  3. Click the software icon – not the Add to Cart button.
  4. Enter the number of users you will need.
  5. Click, Add to Cart.
  6. Choose Proceed to checkout or Check out with PayPal.
  7. On the Checkout page, fill out the billing details and add your email address.
    This email address and name you provide will be associated with the license key. To use a different name (i.e your company name) for the license, please add this under Additional Information.
  8. Choose a payment option and continue to finalize payment.
  9. Payment complete. Once the payment is complete, your license key will appear on the screen and will be sent to you via the email address you provided. It will also be available in your account, under License Keys.

I have lost the email with my license key. Can you resend my key?

You can access all of your keys when you log in to your account on our website. If you have forgotten your password, click, Lost Password, to reset it. If you do not remember your account details at all, send us an email and we will try to help you.

How can I pay without using PayPal?

If you prefer to not use PayPal, you can use Share-it.

How do I get support?

Sometimes writing an email is the best outlet for support. Send your questions, issues, etc., to support@ggnome.com. We make every effort to send a reply within a day or two of receiving the email.

When reporting an issue, give us as much information about your problem as you can. It will let us help you quicker.

If you need immediate help, you can call our support team at +44 1206 734111.

How can I sign up for your forum?

The forum is a public board where you may post your question, work or try to help others. It’s a great community, don’t be shy!

To join the forum:

  1. Send us an email to request an account.
  2. After receiving the forum account information, log in.
  3. Particiapte.

Help! My license key no longer works!

This could be the result of one of the following:

  • Using a license key intended for a different version, e.g. Pano2VR V3.0 key with Pano2VR V4.0
  • Using a license key for a different Garden Gnome Software product, e.g. Pano2VR key to try and activate Object2VR.
  • A space is added when copy and pasting; look at the start or end of the key and remove any added spaces.
  • In some cases it’s possible that the incorrect characters were used; I (upper case i), l (lower case L) and 1 (number one) look very similar, the same goes for 0 (number zero) and O (upper case o).

Can I use my VAT ID?

Yes! When checking out, enter your VAT ID in the field provided.

You can check the validity of your VAT ID on this site.

What is a VAT ID?

Can I get a refund?

Generally we do not give refunds. We do, however, offer a fully functional trial version of all of our software (albeit watermarks on output). We recommend first trying our software to see if it fits your needs before purchasing a license.

Can I purchase the license in a different name or the name of my company?

Generally, the license will be in the name of the person that has purchased the license key. When checking out, you will see a Comment box. Here, you can provide an alternative name; or if you are purchasing more than one user, a company name (but not an e-mail address).

Alternatively, you can send us an e-mail to change the name if you did not do this at point of purchase. Please note that a request can only be authorized from the original purchaser and a license can only be put in a company name if the license is for two or more users.

Can I install Pano2VR and Object2VR on the same computer?

Yes! All programs work completely independent from each other!

You can even install different versions of the same program. Just make sure the programs are in different directories during installation and later you can change the name of the programs to reflect their version, i.e. Pano2VR 4.0, Pano2VR 4.5beta and Object2VR 2.0.

How many people can use the software?

One user license is required for each person using the software. More licensed users can be added during or after the initial purchase, please see, How can I add users to my license?

Each user can activate up to 2 installations (i.e. one for a desktop and one for a laptop computer).

Why am I seeing a shift in color, white balance and contrast in my outputs?

You are seeing this change because most likely your input image is using a colorspace other than sRGB. Make sure your image is converted to sRGB before importing.

Why can't I log in to the website or forum account?

Most likely, you are trying to use the same log in with the same user name and password for either account. Both the website and forum accounts require different log in credentials.

To log on to the forum, you will need to send an email request for an account to be created.

If you’ve purchased a license, your account on our website has already been created; you just need to activate it. You can do this by requesting to have your password reset:

  1. Click the Login button at the bottom of the page.
  2. Click, Request new password.
  3. Enter the email address associated with your license. You’ll be sent an email with an activation link.
  4. Follow the activation link to reset the password.
  5. Log in with your new password.

How can I upgrade and/or add users to my license?

You only need to upgrade your license if:

  • Upgrading from Pano2VR to Pano2VR Pro or from Object2VR single user to ObjectVR studio or Object2VR pro
  • Upgrading to a major release (i.e., from 3.0 to 4.0)
  • Adding additional users

To upgrade:

  1. Log in to your account at http://ggnome.com/my-account.
    If you haven’t purchased a product on our site yet, but have purchased a license in the past, you can use the Request new password tab and enter the email address associated with your license. You will then receive an email to reset your password.
  2. Under the My Licenses tab, you will see all of your licenses. Find the Upgrade options column.
    If upgrading to a new version, click on the product you want to upgrade to. The product will be added to the shopping cart and you will see any discounts available to you.
    If adding users to your current version, click on that version in the Upgrade options. Then, enter the total amount of users you need. Click, Update cart, to see the total price.
  3. Click, Checkout to go through the payment process.
    Once the payment is confirmed, you will receive an email containing your updated license.
  4. If you upgraded to a new product, open the software, go to the settings or preferences and in the license key field, paste your new license.
Add a new image.

Note: If you purchased your license from the Mac App Store, please contact support to get your upgrade.

How do I use a license key for all users in a computer lab?

If you have an EDU license for a computer lab, you may want to store the license key for each computer rather than for each user account. Pano2VR and Object2VR will also check the local machine registery path for keys, so you can store the license key at this path instead of the current users registry.

For example: For Pano2VR 5 the license key can be stored on Windows at:

[HKEY_LOCAL_MACHINE\Software\GardenGnomeSoftware\Pano2VR\license]
"key_v5"="yourkey"

In Mac OS X you can copy a plist file with the key from

/Users/your_username/Library/Preferences/com.gardengnomesoftware.Pano2VR.plist

to

/Library/Preferences/com.gardengnomesoftware.Pano2VR.plist

Can I sell my output files (.xml, .js, .html) to my clients?

Yes, the license includes free distribution without modification of all output files.

How do I create an account?

If you’ve purchased a license, your account on our website has already been created; you just need to activate it. You can do this by requesting to have your password reset:

  1. Click the Login button at the bottom of the page. Or go to: https://ggnome.com/user.
  2. Click the tab, Request new password.
  3. Enter the email address associated with your license. You’ll be sent an email with an activation link.
  4. Follow the activation link to reset the password.
  5. Log in with your new password.

Do you have a trial version?

Before you buy our products, we suggest to first download the software and try it. The software is fully functional but will produce a watermark on the outputted images. The Pano2VR Pro trial limits the amount of images that can be imported to 4.

To get the trial version:

  1. Download the product:
  2. Install the product on:
    • Mac: Open the DMG and drag the Pano2VR or Object2VR logo on to the Applications folder.
    • Windows: Open the EXE and follow the installer’s directions.
    • Linux: Unzip/extract the tar.gz file. And then follow the instructions provided by one of our users for installing on Ubuntu.

Where is your manual?

You’ll find online manuals in the Documentation section. They are offered in English and provide both video and written tutorials. If you’re looking for a specific topic, use the search box at the top of the page.

Why does my browser give me the following error: NETWORK_ERR:XMLHttpRequest exception 101?

This error will pop up if the browser does not allow local access to your files for the HTML5 ouput. To avoid this locally (your computer), do one of three things:

  • open the project directly from Pano2VR/Object2VR by clicking the Open output file button, or
  • access the output via the integrated web server (Pano2VR/Object2VR), or
  • upload the project to your web server, or
  • create a desktop application (Pano2VR/Object2VR).

Sometimes, you’ll need to send the project to a client, and they’ll see this error, too. To avoid this issue, simply select, Embedded XML, in the settings for the normal.ggt HTML template.

I have purchased a license in the past, do I have to make another purchase in order to get an account?

No. If you’ve ordered a license in the past, you can activate your account by requesting a new password:

  1. Click the Login button at the bottom of the page.
  2. Click, Request new password.
  3. Enter the email address associated with your license. You’ll be sent an email with an activation link.
  4. Follow the activation link to reset the password.
  5. Log in with your new password.

If you’re having troubles accessing your account, just send us an email and we’ll get you sorted out.

How do I report software issues/bugs?

If you are experiencing problems with our software and want to report the issue, we suggest first searching the forum and ask other forum members if they are experiencing the same issue. This will give you an indication of whether it is a problem with your system and/or setup or if others are also experiencing the same issue.

We monitor the forum and provide answers to questions there so everyone can see the solutions. However, if you would rather not report in the forum, you can send an e-mail to: support@ggnome.com. Please remember to include the information below:

When reporting an issue either in the forum or by email, please make sure you give the following information:

  • Software & version number: Object2VR or Pano2VR; 32 bit or 64 bit
  • Platform & version number: Windows, Mac, Linux, iOS, Android, etc.
  • Browser
  • Detailed description of the issue and the steps to reproduce

Remember, pictures can say a thousand words! Screenshots of your problem can be very helpful.

Will my license expire?

The license will not expire and includes free updates for the version/release purchased. Major releases of the software will require a paid upgrade.

Do you offer educational licenses?

Student and educational licenses are available upon request. Contact our support team for more information.

How can I get news via email?

You can subscribe to our blog at Mailchimp.

What is Unbranded?

An unbranded license allows the user to hide the About Pano2VR… or the About Object2VR… menu option found within the right-click context menu of the HTML5 or Flash outputs.