Full service restored

Full service restored

This post is an update to our urgent news bulletin here (alternate link).

As we posted on Twitter yesterday, we have now successfully migrated all of our servers from the area that was suffering from a sustained cyberattack over the past few days to a brand new location.

This unplanned emergency migration has taken a lot of work and our support team has been busy responding to customer messages throughout the entire holiday period as well as ensuring that everything migrated to our new datacenter successfully. All outstanding messages received earlier than Sunday night should now have received responses and as the network problems clear up we will be back to our normal reply speeds.

A few people didn’t provide a working email address so if you haven’t received a response yet, please try sending us another message. We’d love to be able to get in touch with you.

I’ve been monitoring our uptime since the problem hit and since the migration completed our servers have been accessible without any interruptions. Users in some areas may find that it can take up to 48 hours for their ISPs to update with our new server location, so if you’re still having trouble please contact us and we’ll get you up and running in the meantime.

If you’re having trouble contacting us (alternate link) through the website we can be reached on Twitter, Facebook, Tumblr or Amazon – even if you didn’t purchase your kit through Amazon originally. All of these services are hosted in different regions to our own servers and you shouldn’t have any trouble connecting to them as the connectivity issues subside.

So, now that things are slowly returning to normal, what’s next?

We’re releasing updates to HUE Animation today to address a few issues which users alerted us to over the Christmas break, such as a problem with some Windows PCs recognizing that they can’t connect to our server properly during the cyberattacks; this has now been resolved by our engineers. The new Mac update addresses a camera connection problem on some newer systems.

If you aren’t prompted to update automatically, you can visit your account on our website to access your downloads (alternate link).

Thank you all, for persisting through the difficulties that this cyberattack has caused over the festive period. It’s been greatly appreciated.

HUE Support


  1. jose alberto lara 8 months ago


    compre el hue animation studio y no se quiere instalar en una pc con windows 10. favor de decirme que hacer

    my hue animation studio cannot installs in a PC with windows 10

    • Author
      HUE 8 months ago

      saludos Jose

      Thank you for your comment. Our customer support team will send you an email with assistance.

      Gracias por su comentario. Nosotros le enviaremos un correo electrónico con la asistencia.

  2. Wendy 9 months ago

    Please help, my kids still can’t use their Christmas gift! We are unable to activate via your website, and have no licence key for offline activation. We have sent 3 emails with no response!

    • Author
      HUE 9 months ago

      Thank you very much for leaving a message, Wendy. We haven’t seen your emails so our support team is going to send you an email right now to make contact and get this problem resolved. Please leave another comment if you don’t receive their mail.

  3. francis.collin1 9 months ago

    The CD of the intuition software was broken in the box. And i can’t download it correctly on your web site.

    • Petra 9 months ago

      Hi. Please email us via the contact form on the website and the after sales support team will help you with the problem. Can you specify if you have problems downloading the software from your account or from the FAQs page?

  4. Will 10 months ago

    I attempted to download Sam animation using the klutz book, but upon trying to down load it I was unable and eventually found this. Did I wait too long to use the Klutz book and I am out of luck, or is there a way I could still get the software?

    • Author
      HUE 10 months ago

      Hi Will, I’m afraid that the book is long out of print and this offer has now closed.

Leave a reply

Your email address will not be published. Required fields are marked *