Frequently Asked Questions

I have trouble installing the plug-in
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Installing our plug-ins is not exactly straightforward, and we’re aware of that. There’s a reason for that.

To get you up and running as fast as possible, please visit and read the following page:

https://www.rorohiko.com/wordpress/installation-issues/

There you’ll find what to do.

You’ll also find instructions on how to email us at [email protected]. This option is to be used only when you’re really stuck and none of the suggestions work.

If you ignore the instructions on how to send a proper email, you’ll receive a ‘canned’ automated reply, pointing you back to the above web page.

I purchased an Activation Code but I have not received it?
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After you’ve gone through a payment process (via PayPal), you will receive an Activation Code via email.

The same code will also be displayed in your browser window after the payment process is complete.

You can log into our commerce server at https://sales.rorohiko.com with your email and password. Once you log in, you can find your activation code(s) past and present listed in your account information.

If you used the ‘Activate…’ button in the plug-in activation dialog to initiate the purchase, the plug-in should automatically activate a few minutes after that.

Additionally, after activating a plug-in, our license server will generate an activation file and send it to you. You will rarely have a need for that activation file; it is only used in very special circumstances. Ignore it, and file it away.

The email(s) should reach you within 15-30 minutes.

A lot of spam-checkers mistakenly assume our activation codes and activation files are spam. If that happens, our email might not show up in your in-box.

If that’s the case, double-check that you provided the correct email address, and check the spam-folder.

Keep in mind that some email set-ups have more than one spam-folder.

If you receive your email via a web-service like GMail, Yahoo!, Hotmail,… and then access that email with an email client like Apple Mail, Outlook, Thunderbird, Eudora,… there are TWO spam folders.

The web service will filter out some or all spam, and then your email client does it a second time.

So please, retrace our email back towards its source and check all spam-folders along the way, and double-check that the email address provided is correct.

I have an activation file and it does not work!
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This is normally the result of a mis-understanding of how our license system works.

First of all, you should rarely have a need for an activation file; they are only used in very special circumstances.

Instead, you need to use your activation code. Don’t re-use the activation file.

However, if you have a One-Time Activation Code or a code purchased before 2014, it will work only in very specific circumstances.

As the name indicates, once it has been used, the One-Time Activation Code is ‘used up’. If you change computers or upgrade InDesign, you need to purchase a new code. You will find a One-Time Activation Code only works a second time if you re-activate on the exact same computer with the exact same copy of InDesign. It cannot be used on another computer or with another copy of InDesign.

If you have a Personal Activation Code or Workgroup Activation Code, use it during the activation process. With these codes, you can re-activate on a new computer, or re-activate after you’ve upgraded InDesign.

Please (re)read the following carefully:

https://www.rorohiko.com/licensing

Where can I buy your tools?
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All of our products have demo versions that convert into full versions by means of an Activation Code, which you can purchase from us.

If you want to continue using the plug-in, click the ‘Activate…’ button and purchase an Activation Code.

You’ll find the ‘Activate…’ button on the ‘please buy me’ dialog that will display when you use the demo version. You also find it on the dialog under the API – APID ToolAssistant… window. Select the plug-in you want in the list, then click ‘Activate…’.

One-Time Activation codes are cheaper in the short term, but have severe limitations. Make sure you understand the limitations.

Please read the following carefully:

https://www.rorohiko.com/licensing

I purchased an Activation Code and I don’t know how to use it?
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After you purchase an Activation Code by clicking the Buy Now button on one of the product pages, please visit:

https://www.rorohiko.com/wordpress/indesign-downloads/

You still need to install the product, and start it (if it’s Soxy) or start InDesign (if it’s a plug-in).

Click the ‘Activate…’ button when you see it on the ‘please buy me’ dialog.

A web page should present itself. That’s where you need to enter your Activation Code. Continue the process, and eventually your plug-in will activate.

Also make sure you understand the limits of using a One-Time Activation Code. Please read:

https://www.rorohiko.com/licensing

I used my Activation Code on the wrong computer.
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All depends on the activation code you have. If you have a Personal Activation Code or a Workgroup Activation Code, simply use it a second time on the correct computer.

If you have a One-Time Activation Code, we’re very sorry – that activation is ‘gone’, and you’ll have to purchase a new one.

Make sure you request the license from the correct computer and/or copy of InDesign!

Make sure to read:

https://www.rorohiko.com/licensing

I used my Activation Code with the wrong version of InDesign.
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All depends on the activation code you have. If you have a Personal Activation Code or a Workgroup Activation Code, simply use it a second time on the correct computer.

If you have a One-Time Activation Code, we’re very sorry – that activation is ‘gone’, and you’ll have to purchase a new one.

Make sure you request the license from the correct computer and/or copy of InDesign!

Make sure to read:

https://www.rorohiko.com/licensing

The plug-ins do not work.
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Installing our plug-ins is not exactly straightforward, and we’re aware of that. There’s a reason for that.

To get you up and running as fast as possible, please visit and read the following page:

https://www.rorohiko.com/wordpress/installation-issues/

There you’ll find what to do.

You’ll also find instructions on how to email us at [email protected]. This option is only for when you’re really stuck and none of the suggestions work.

Note: if you ignore the instructions for proper email, you’ll receive a ‘canned’ automated reply, pointing you back to this web page. Don’t try to jump the queue!

A freshly installed Soxy misbehaves on my Mac.
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When you install Soxy, it needs to reconfigure the Finder to direct various files via Soxy. Sometimes, the Finder does not pick up these changes immediately.

Symptoms are: incorrect icons, files still not opening in the correct app.

The workaround is simple: after installing Soxy, log out and log back in (or restart the computer). That forces the Finder to ‘see’ the changes made by Soxy.

Soxy does not work.
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There’s a number of reasons why Soxy might seem to be inoperative.

If you’re on a Mac, after a fresh install, try to log out and back in (or restart the computer) if Soxy seems to misbehave.

Often, Soxy does not open certain file types because it is simply not configured to do so – so check the Soxy preferences.

Double-click the Soxy icon and verify that it is properly configured. Also bring up the Soxy preferences screen and check the various options.

You might need to run or re-run the ‘Find Executables’ option for it to pick up your various applications (the Soxy window has a button you can click).

After ‘Find Executables’ re-check your preferences: make sure the file format is enabled in the File Formats (Soxy – Preferences – File Formats tab), and make sure ‘Open with Soxy’ is selected.

In the Mac Finder, it is possible to manually override individual files: click a file’s icon, and select ‘Get Info’. There you can modify the ‘Open With’ setting.

If you do that, you’re locking out Soxy, and that particular file won’t be handled by Soxy any more. To fix it, you need to restore the ‘Open With’ setting so it is set to Soxy.

The Mac version of Soxy has an option in its File menu to clear such manual overrides for all files in a folder.

Double-click the Mac Soxy icon to launch it, and select ‘File’ – ‘Clear “Open with” preferences for files…’. Then select the folder you want to clean up.

Nobody answers at [email protected]
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Occasionally, we get repeated e-mails from people who are upset because we don’t seem to answer.

Things that often happen:

– their mailbox is full, and our e-mail bounces
– their mail server refuses our e-mail because it thinks we’re spammers
– their spam filter does not let our e-mail through
– we never received their e-mail
– Rorohiko staff is having some time off.
– it’s Friday in the USA, which is Saturday in New Zealand. We’re not there!

So, if you e-mail us and we don’t answer, here’s what you should do:

1) Maybe we’re not here: if you’re in the USA, and it’s Friday, we’ve already started our weekend.

2) Maybe the email got stuck somewhere between here and there. Try sending us e-mail from another e-mail account. Or DM us on Twitter (@zwettemaan).

3) Make sure you mention a phone number and/or a fax number in your e-mail. If we’re trying to reach you but cannot get through, at least we can phone or fax you.

4) Give us a ring, or send us a fax (Fax: +64 4 233 05 89)

We have a USA-based number (+1 (408) 786-5864). That number switches through to our New Zealand offices.

Keep in mind that we’re in a different time zone. The best time to ring us from the USA is in the afternoon, from Monday to Thursday.

If you ring us first thing in your morning, we’ll probably be still sound asleep. And Friday in the USA is Saturday here in New Zealand – so if you ring us on Friday we might not pick up.

If we’re not here, leave us a message. Start your message by spelling out the phone number where we can reach you, and spell it out twice. That way, if we need to replay it, we can hear the phone number at the start of the message, not at the end. Also tell us what time zone you’re in.

Can you send me an invoice?
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When you make a the payment to us, you will receive an e-mail with a receipt from PayPal, our payment processor. You might need to check your spam filter.

Also, you can access and print a web-invoice by logging in to your account at https://sales.rorohiko.com

We don’t generate the PayPal receipt, and we also have no control over its delivery – it is all handled automatically by PayPal.

PayPal does not allow merchants to generate or re-generate PayPal invoices or receipts – so we have no means to generate a copy of the PayPal receipt from our end; if you did not keep it, it’s gone.

I bought a new computer – my activation code does not work.
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All depends on the activation code you have. If you have a Personal Activation Code or a Workgroup Activation Code, it should allow you to reactivate on the new computer.

On the other hand, if you have a One-Time Activation Code and used it on your previous workstation, we’re very sorry – that activation is ‘gone’, and you’ll have to purchase a new one.

Make sure to read:

https://www.rorohiko.com/licensing

I cannot export my document with TextExporter.
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Occasionally, InDesign documents can develop small internal inconsistencies – they don’t seem to be harmful, but they cause problems for tools like our TextExporter.

https://www.rorohiko.com/textexporter

The way to fix many of these issues is to first export the InDesign document to IDML (CS4 and CS5) or INX (CS, CS2 or CS3) format, and then re-import the IDML or INX file into InDesign.

Then try exporting this ‘fresh’ file – we found that in nearly all cases the problems have vanished, and the document exports fine.

See more comments on this issue:

https://www.rorohiko.com/cgi-bin/yabb2/YaBB.pl?num=1280527120

Characters are missing from the RTF file exported by TextExporter
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Apple’s TextEdit has trouble properly displaying some RTF files – so if you’re using Apple’s TextEdit to view an RTF export, and some characters seem to be missing or garbled, you might be looking at a TextEdit-induced artifact.

Open the RTF file in Microsoft Word – that’s normally enough to resolve the ‘garbled export’ issue.

The API menu stays empty.
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That can be perfectly normal – our scripted plug-ins are loaded dynamically on an as-needed basis. That means that the API menu will only populate after you open or create a document.

Try creating or opening a document – the menu items you were expecting should now appear.