Troubleshooting & help

Download & install

How do I download and install Character Animator?

You can download Character Animator from the Creative Cloud apps catalog. You'll need to sign in with your Adobe ID and password to complete the download. For more information, including how to install older versions or check for updates, see Download and install Creative Cloud apps.

Why won't Character Animator install?

For solutions to a "failed to install" error, see Error: "Failed to install" Creative Cloud desktop app. To resolve other download, installation, and update issues, see this download and install troubleshooting guide.

Can I download a trial copy of Character Animator?

You can try Character Animator when you download a trial of After Effects or Creative Cloud from the Creative Cloud apps catalog. You'll need to sign in with an Adobe ID and password to download a trial. Learn how to download and install a Creative Cloud trial.

How do I retrieve my Adobe ID or password?

Read these simple solutions to common Adobe ID and sign in issues to regain access to your account.

Can I install Character Animator on another computer?

You can install Character Animator and other Creative Cloud apps on up to two computers. If you want to install it on a third computer, you need to deactivate it on one of your previous machines. Learn more about activating and deactivating Creative Cloud apps.

Account Management

How can I change my password?

Sign in to your Adobe accounts page with your current Adobe ID and password. From there, click the Security & Privacy tab, and then click Change under Password. Forgot your password? Learn how to reset and change it.

How do I upgrade or change my membership?

Switching Creative Cloud plans is easy. Follow these step-by-step instructions to upgrade or change your plan.

My Creative Cloud or After Effects trial expires soon. How do I convert it?

Converting your trial to a paid membership is easy. Follow these step-by-step instructions to upgrade and start your membership.

How do I cancel and what happens to my files?

If you cancel your membership, you still have access to Creative Cloud member free benefits and any files you saved to your device. You won't have access to apps or most services and your cloud storage will be reduced to 2 GB. Learn how to cancel different types of Creative Cloud memberships and understand the Adobe subscription terms.

How can I change my credit card info?


How do I rig my puppet when building it from Photoshop or Illustrator files?

If you structure and name the layers of your Photoshop or Illustrator files correctly, Character Animator auto-assigns tags to each feature. It then auto-rigs your puppet for you. Learn how to properly structure and name your layers to use the auto-rigging feature.

How do I make my puppet wiggle?

Use the Wiggler behavior to give your puppet a little life.


How do I directly render and publish my Character Animator project?

You can directly export a scene from Character Animator to a movie format via Adobe Media Encoder. The default movie format is H.264. For more information, see Exporting your Character Animator projects.

How can I transfer my work in Character Animator to Premiere Pro and After Effects?

You can import your Character Animator scene in to Premiere Pro and After Effects. For more information, see Import a scene in to other applications.

Can I export my scene to movie and image file formats?

Yes, you can directly export your scene to a movie format (H.264) via Adobe Media Encoder, or as a combination of a PNG sequence and a WAV file.

Common issues

What does the error "Licensing has failed because an active After Effects CC 2015 installation could not be found" mean?

Character Animator is having trouble finding the After Effects CC 2015 license. This error can occur even if you have a valid After Effects CC 2015 or Creative Cloud subscription. Learn how to resolve this issue and reactivate your After Effects license.

Where can I find a list of assigned keyboard triggers?

If you assign several keyboard triggers, it can be difficult to remember which keys to use for various behaviors. To see assigned trigger keys, select the puppet and choose Puppet > Show Trigger Keys. Learn more about using keyboard triggers with your puppet

Character Animator CC (Beta 6) isn't appearing as an Update, even though I have Character Animator CC (Beta 5) installed. How do I update to Character Animator CC (Beta 6)?

If you previously installed Beta 5 in an App Language (set in the Creative Cloud application preferences) that is newly supported in Beta 6, the Beta 6 update won't appear with a blue Update button. However, clicking Install will still update the software to Beta 6.

I am not a Photoshop or Illustrator expert. How can I get started with puppets and animating them?

There are few ways you can get started:

  • You can click the Start Here! link in the Welcome screen to open the Getting Started project, featuring professionally animated, interactive puppets.
  • You can download Character Animator example projects and artwork to use for your own project.


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