FAQs: HUE Intuition
USB cameras can only stream in one application at a time, so when you open Skype the camera would normally be unavailable if you were using it in HUE Intuition first.
When you click on the Skype button within HUE Intuition, it automatically disconnects the camera so that it’s ready for use in Skype as soon as it’s loaded.
If you clicked the Skype button by mistake, simply close Skype and switch tabs in HUE Intuition to refresh the connection. You should be able to select your HUE camera again immediately.
Offline activation of our HUE Intuition document camera software is not currently possible for users running Mac OS X 10.6 (Snow Leopard).
If you are unable to upgrade to OS X 10.7 or later, please connect to the Internet the first time you run HUE Intuition so that activation can take place. Once you have activated successfully for the first time you will not need an Internet connection again and can return to using HUE Intuition offline.
Offline activation is available in all other supported versions of Mac OS X and on Windows.
If you’re certain that the code and email address are correct, please check you are using the latest version of the software and have selected the right license type in the activation window. In most cases, this will be a single user license (the default).
Note: Activation codes always start with ‘HUE’ or ‘INT’ while license keys are long sequences of letters and numbers. Our activation codes do not use the letter ‘o’, so any ‘o’s in your code should be entered as a zero (‘0’).
Please contact us if the problem persists, ensuring that you include your activation code and account details so that we can check for problems.
If you have registered your software before, you don’t need to register it a second time. Your software downloads and license information will all be stored on your online HUE account. Please see this guide if you need help logging in.
If your kit is brand new or you can’t access your HUE account, please contact our support team with your order details and we’ll be able to help.
If you have activated a HUE software product or purchased through our online store, you will already have an online account on our system. If you’re not sure what your password is, you can use this form to request a password reset or contact us for assistance.
If you don’t have an account yet, simply visit this page and sign up using the form on the right hand side.
Once you have an account, any future software that you register will automatically be added to your list of downloads and license keys online. You can also register new software and generate offline activation codes through the main account page.
If you have a multiuser license, please check that you have selected the correct license type at the top of the activation screen.
If this doesn’t help, check that you’re putting your details in the correct boxes. License keys are longer codes retrieved from your online account, while activation codes are shorter and start with ‘INT’.
Our codes never include the letter ‘O’, so please ensure that a ‘O’ in your code is entered as ‘0’ (zero).
If you’re planning to use HUE Intuition on a computer with no Internet connection, it’s possible to register your license on another computer to receive a code to activate the other offline in future.
Please ensure that you’re using the latest version of the software as offline activation was not available in early beta versions.
The first thing you will need to do is register your HUE Intuition activation code on a computer with Internet access. This can either be done by installing HUE Intuition on that computer too and activating successfully, or you can register an online account on our website and register the software through your account page. Once your code has been activated you will be able to view your full HUE Intuition license key on your online account.
Once you have your license key, visit this page and paste your long license key and email address into the form. An offline key will be displayed on the screen.
Finally, paste your long license key, email address and offline key into the software’s activation screen on the computer you want to activate offline, and click Activate.
Note: The offline activation process is currently being updated to make it more streamlined. If you need assistance in the meantime, please contact us with your HUE Intuition activation code and we can provide all of the details you require.
While we do not provide an MSI installer, HUE Intuition can accept command line switches to allow for silent installation across a network.
/SP- disables the initial prompt during installation.
/SILENT hides the installation wizard and background window.
/VERYSILENT is similar to /SILENT except the installation progress window is hidden as well.
Please see this page for a full list of commands.
If you’re using an older version of HUE Intuition you will need to update to version 188.8.131.52 or later in order to use this feature.
If you have a school license and need to push the license file across a network, it can be found inside the (hidden by default) ProgramData directory.
HUE hardware will work on Linux systems so long as UVC camera support has been installed. This comes as standard in the current version of Ubuntu and most other distributions. For more information about the Linux UVC driver project please visit this official website. Please note that we do not offer any viewing software for Linux.
There are currently no plans for a Linux version of HUE Animation or HUE Intuition.
USB cameras can only work in one application at a time. If you want to use the camera in Skype, HUE Intuition will automatically disconnect so that Skype can recognize HUE for your video calls. If you want to record your Skype calls we recommend trying a dedicated Skype plugin such as Pamela.
At this time, we only support HUE branded cameras such as the HUE HD Pro. Other cameras may work but we cannot guarantee compatibility.
Please check carefully that the camera isn’t in use in any other applications, then try changing tabs in HUE Intuition and selecting the camera again from the dropdown menu.
The eraser works by clicking on individual lines, objects or text and deleting the whole item at once. It’s not currently possible to delete parts of an object in Document Camera mode.
The colour picker can only be used to select colours from objects which have been drawn on top of the image in Document Camera mode. It cannot be used to select a colour from the live video.
Right click the text box and then choose to delete it from the contextual menu which appears.
Unlike other modes, HUE Intuition’s Document Camera mode captures screenshots at the same image resolution they’re displayed on-screen to preserve your annotations.
If you have a very large or very small monitor, you may notice that the screenshot is stretched or smaller than expected unless you change your display settings in Windows or MacOS.
This option is for advanced users who have access to an FTP server for remotely sharing their pictures in Image Capture mode. Activating Privacy Mode temporarily suspends sharing your pictures with the FTP server you configured in Settings. You can deactivate Privacy Mode when you want to resume sharing pictures.
If you haven’t configured a FTP server in Settings, your pictures will not be shared at all.
This option is for advanced users who have access to an FTP server for remotely sharing their pictures from Image Capture mode. The server login details can be configures in the Settings panel.
If you don’t have access to an FTP server or have no plans to use this feature, the option can be ignored.
HUE Intuition can be registered and downloaded through your online account.
Customers with an activation code can also use these direct download links to install the software.
Due to a change to the installation process, if you previously installed Windows version 184.108.40.206 or earlier you will need to uninstall it from your Control Panel first before updating to version 220.127.116.11 or later.
Due to significant changes in later versions of macOS, future automatic updates to HUE Intuition will be provided for Mac OS X 10.9 and later only. Users with older operating systems can install HUE Intuition from the links above. While there will not be further software updates for these platforms, we will continue to provide users with full technical support.
Once you have installed HUE Intuition for the first time you will be able to download future updates using the auto update feature within the software.
Please note that you will need to activate the software the first time you launch it. If you do not have an activation code, please contact us with your order details for assistance.
Please send us a message with a full description of the problem. Our team will assist as quickly as possible – often the same day.
Activating HUE Intuition requires an activation code. This will be attached to the leaflet inside your HUE HD Pro Camera box. If you purchased HUE Intuition as a digital download, look for the code in your purchase confirmation email.
The first time you launch HUE Intuition you’ll be asked to enter your activation code and an email address you want to associate it with. Please keep your activation details safe in case you need to contact us about your software in future.
Further instructions can be found here.
If you do not have an activation code, please contact us with your order details for assistance.
This message can sometimes appear for users of Mac OS X 10.9 or later when the computer’s security settings are blocking all software installation outside the Mac App Store.
To resolve the issue, open System Preferences and go to the General tab in the Security & Privacy panel.
There will be some settings at the bottom advising which kinds of applications your computer is permitted to install. If it’s set to ‘Mac App Store’ only, you can try a lower security setting (temporarily, if preferred) to clear the error. You may also see a message about your HUE application with the option to grant it permission to run without changing any settings.
If the software will only open when you pick the lowest security setting please contact us. It should be classified under ‘identified developers’ since the software has been signed by Apple.
The full text of the message will be “ERROR The resource could not be loaded because the App Transport Security policy requires the use of a secure connection.”
This alert is caused by intermittent difficulties maintaining a connection to our activation server, and will be addressed in a future update. It only affects users running later versions of Mac OS X or MacOS.
What you need to do is to ignore the top half of the activation screen and complete the bottom instead, inputting your email address, license key and offline activation key. If you don’t have these details yet because the code has never been registered, there is a help page here with instructions.
If you’re running OS X (or MacOS) 10.11 or later, please update to the latest version of HUE Intuition here to solve the problem.
The error message may start with “System.Net.WebException: The underlying connection was closed: An unexpected error occurred on a send. —> System.IO.IOException: Unable to read data from the transport connection: An existing connection was forcibly closed by the remote host.”
We recommend updating to HUE Intuition version 18.104.22.168 (or later) if you are seeing this error message.
If there are network problems which prevent you from activating within the software, you may need to activate through our website instead.
Step 1. Click the link to your online account, which can be found in the corner of our website.
Step 2. If you don’t already have a HUE account, enter your email address and choose a password to create one.
Step 3. Once you have logged in, click on Register New Software.
Step 4. Enter your activation code, which can be found on the back cover of The HUE Book of Animation or on the back of the HUE HD Pro pamphlet, in the box provided.
This will permanently add your software downloads and license key to your online account.
Please note that this method will not work with the older 8-digit HUE _ _ _ _ _ codes for HUE Animation. If you have an older code, Register it first then copy the details into our Offline Key form to instantly generate the keys you need.
An update to Windows 10 released in April 2018 added new Privacy options to the computer’s system Settings. If these are configured incorrectly it is possible that they will block any applications from accessing cameras. Both internal webcams and USB cameras such as HUE are affected by these settings. If you updated from an earlier version of Windows 10, you may have been asked to choose your settings immediately after the update was installed.
If you want to unblock the camera, press the Start button and open the Settings screen, or alternatively press Windows Key + I. You will see an option called Privacy in the list.
There will be sections on this page for your Camera and Microphone settings. Please ensure that the applications you want to use with your HUE have full access to both the camera and the microphone.
Another common cause of video not appearing in this way is third party security software. This separate FAQ includes advice if you believe that this may be the problem.
We have released an update to address this glitch in the latest versions of MacOS High Sierra. Please download the newest version of the software here.
The fix will be included in the automatic HUE Intuition 22.214.171.124 update for Macs running newer operating systems.
Please open System Preferences on your Mac and go into the Security & Privacy pane.
The Privacy tab will have options to block or allow applications to access your Camera and Microphone. Please ensure that the HUE software you want to use has permission to access both the camera and the microphone; this should unlock the video and audio features in the software.
If the software is missing from the list, removing it and then reinstalling it to the Applications folder should cause macOS to detect it properly. Please contact us if you are having any additional trouble with the Mojave operating system update.