Support & feedback

How to reach us

Repeatable panel bugs go through the in-panel form. Product, install, and activation questions go to support@gridme.in. Billing and account questions go to help@gridme.in or the help center.

Expected response times

In-panel reports are triaged by severity. Breaks in core panel behavior come before cosmetic bugs. You may not get a personal reply, but every report is read.

Email usually gets a reply in one to two business days. Big releases can stretch that to three or four. Client deadline this week? Say so in the subject. We read those first.

Troubleshooting

Common install and first-launch problems, in order. Step one fixes most cases. Go deeper only if you need to.

macOS: “cannot verify install-gridme.command”

macOS tags downloads with a quarantine flag. Unsigned installers like GridMe show a warning before they run. That is normal. It does not mean the file is corrupt. Try these in order:

1. Right-click → Open → Open. In Finder, right-click the install-gridme.command file and choose Open. In the dialog that appears, click Open again. This bypasses the Gatekeeper block for unsigned scripts that you explicitly trust.
2. If the right-click method does not show an Open option, go to System Settings → Privacy & Security. Scroll to the Security section at the bottom of the page, you will see a banner mentioning the blocked file. Click Open Anyway.
3. If neither of the above works, open Terminal, navigate to the extracted folder using cd ~/path/to/GridMe-macOS, then run:xattr -dr com.apple.quarantine .This removes the quarantine flag from every file in the folder. After running this, double-click the installer script normally.

If the installer still does not run after all three steps, your macOS system policy may be set to only allow App Store apps. Check System Settings → Privacy & Security → Allow apps downloaded from and temporarily set it to App Store and identified developers, install GridMe, then revert if needed.

GridMe does not appear in Window → Extensions

No GridMe entry under Extensions after a restart usually means CEP blocked the load. Adobe debug mode turns off signature checks. Some early builds need it.

Windows: Registry Editor

1. Press Win + R, type regedit, and press Enter.
2. Navigate to the key that matches your Illustrator version. Replace <version>with your Illustrator CSXS version number (e.g. CSXS.11 for Illustrator 2024):HKEY_CURRENT_USER\Software\Adobe\CSXS.<version>
3. Right-click in the right panel → New → String Value. Name it PlayerDebugMode and set its value to 1.
4. Close regedit and restart Illustrator. GridMe should now appear in Extensions.

macOS: Terminal defaults

1. Open Terminal and run the following command, replacing <version> with your CSXS version number:defaults write com.adobe.CSXS.<version> PlayerDebugMode 1For Illustrator 2024 the version is typically CSXS.11. If you are unsure, check the manifest.xml inside the GridMe extension bundle, it lists the exact CSX version.
2. Restart Illustrator after running the command.

After GridMe loads and your key works, you can leave debug mode on. It does not slow Illustrator in normal use.

Panel opens but shows a blank gray surface

A gray blank panel usually means CEP failed to load the UI, or Illustrator cached a bad session. Try this:

1. Close the GridMe panel tab completely (click the X on the panel, or go to Window → Extensions → GridMe to toggle it off).
2. Hard-quit Illustrator using File → Exit (Windows) or Illustrator → Quit Illustrator (macOS). Do not just close the document window, the application process must terminate fully.
3. Relaunch Illustrator and reopen the GridMe panel from the Extensions menu.
4. If the panel is still blank, try Ctrl+Shift+R (Windows) or Cmd+Shift+R (macOS) inside the panel area to force a reload of the embedded web content. This shortcut works inside most CEP extensions.

If the panel remains blank after a full quit-and-relaunch, the extension files may be corrupted. Uninstall GridMe using the bundled uninstaller script, then reinstall from a fresh download. Your license key is not affected by uninstalling.

License key is rejected at activation

Invalid key or failed activation? Check these before you email:

• Leading and trailing spaces. Copy-pasting from email clients sometimes includes invisible whitespace. If entering the key manually, type it character by character. If pasting, paste into a plain text editor first to inspect for extra characters.
• Key version mismatch. Beta keys only work while the beta period is active. If checkout is now live and you previously had a beta key, you will need a personal license key from your account. See the Licensing page for current key details.
• Seat limit reached. A subscription allows activation on up to two machines. If both seats are occupied, deactivate one from your account license page before activating on the new machine.
• Network connectivity. Activation requires a brief outbound connection to validate the key. If the machine is on a corporate network with strict outbound filtering, confirm that gridme.in is not blocked. Activation does not require ongoing internet access once the key is accepted.

If none of the above resolves the activation failure, email support@gridme.in with your order reference or account email and the error message text. Billing or seat questions go to help@gridme.in.