Support
Everything you need to get unstuck — and a direct line to us if you are still stuck.
Getting help
Email [email protected] and we will reply within one business day (Monday to Friday, Central European Time). There is no ticket portal and no phone queue — your message reaches a person who knows the product. For pricing, licensing or a quote, email [email protected] instead — that reaches us faster for commercial questions.
To get a useful answer first time, please include:
- The version of Fluxcarta you are running, and your macOS version.
- What you were doing when it went wrong, step by step.
- The exact wording of any error message, or a screenshot.
- Whether it happens every time, or only with one particular file.
Please do not email us your model file or register unless we explicitly ask for it — and if you do, remember it may contain confidential supplier or system information.
Troubleshooting
The four things people write to us about most often.
The app will not open, or closes straight away
Restart your Mac and open the app again — this clears the majority of cases. If it persists, check that macOS is up to date under System Settings → General → Software Update, since the app requires a supported macOS version.
A .ctv file will not open when I double-click it
macOS may still be associating the file with another application. Right-click the file, choose Get Info, set "Open with" to Fluxcarta, and click "Change All". If the file was sent by email or chat, make sure it downloaded fully rather than as a preview.
My CMDB import came in with missing or wrong connections
The importer reads one system per row and expects the relationship columns to reference systems by exactly the same name used in the system column. Mismatched spelling, trailing spaces, or a system referenced before it is defined are the usual causes of dropped connections.
Play mode or 3D view is slow or stutters
Large landscapes render more smoothly with fewer elements on screen. Filter down to one business process or one domain before pressing play, and close other GPU-heavy applications. Switching from 3D to 2D also reduces the load considerably.
System requirements
- MacAvailable on the Mac App Store. macOS keeps the app updated automatically; the App Store listing states the minimum macOS version it will install on.
- Browser editionA current version of Safari, Chrome, Edge or Firefox. No plug-ins, no extensions, no admin rights needed.
- NetworkNone. Everything runs on your own device, so the app keeps working with the Wi-Fi switched off. There is no server to reach and nothing is uploaded.
- Your filesStored wherever you choose to save them — your Mac, a network share, or your own cloud drive. We never receive a copy.
Frequently asked questions
Is my data sent anywhere?
No. Fluxcarta runs locally — in your browser or as a desktop/tablet app. Your landscape data stays on your device in a native .ctv file; there is no vendor backend to upload to.
Can we import our existing CMDB or Visio diagrams?
Yes. Import your Excel-based CMDB and your landscape is a model in minutes — no manual re-entry. Visio import is available on request.
Do we need IT to set this up?
No server, no installation project. Open the app and go, or share the read-only HTML viewer with anyone who needs to see it.
Can it show which systems process personal data?
Yes. The PII lens filters the whole landscape down to only the systems and flows carrying personal data, ready for a GDPR/AVG governance review.
What if a system goes down — can we see the impact?
Yes. Impact analysis highlights every downstream system and process instantly, and data lineage traces the exact route between any two systems.
How do we get started?
Book a demo and we'll turn one of your own processes into a playable journey, or start a free evaluation. You can also try the public demo with no signup.
Still stuck?
Email [email protected], or book a demo if you would rather have us walk through it with you on a call.