DEM Earth support policy

  1. You get the version you purchased. Minor updates and bug-fixes can be free, while your support is up to date.  
  2. Major version updates and upgrades are not generally included in support, and are not free.
  3. A DEM Earth license, includes one year of support and service.
  4. Support is ticket based.  If your support is up to date, please make a support Ticket...

  5. You can not download anything out of support.


Q: Can I still use DEM Earth if my support has expired?
A:  You should be able to load your scenes, for a limited period, if data that supports them is cached locally or embedded in the scene. However, without support, you will not be able to create new scenes, or change settings.


Q: What happens after one year?

A: Some parts of the plugin will not work without active support. Specifically downloads of height data, imagery and OSM features. 


Q: What will it cost to renew my account support.

A: You can see the price of support renewal, in your currency, from here..


Q: What happens if I do not renew my support ?

A: After one year out of support, you will not be able to renew your support, or upgrade. during that one year grace period, you can can renew or upgrade at any time.



Node Lock?

Q:  What is my node lock?

  1. A:  in all version , up to R20, the node lock is the first 11 numbers of the C4D license that you first use the plugin with. 
  2. In R21 or later, your node lock is a unique ID which is generated from your c4d license and workstation hardware.


Q:  Can I change my node lock?

A:  if you have a floating license, YES. otherwise no. Your license is locked to the node ID you first used it with. 

In R21 or later, you can do this yourself if you have a floating license and your node lock currenly matches.


Important (all versions)



Support is not transferable. That means support can only be given to the end client/user, and not (for example) via a re-seller. This is because everything takes much longer to resolve via a middle man. It can be time and energy consuming, when you have a man in the middle, so lets please keep it direct. Best is always to make a support ticket. If I can respond positively,  providing a solution, I will do so as quickly as possible. Usually within 24 hours.


Note: Dead, unused or old version accounts will be purged, after at most 2 years. If an account is out of support, or using an unsupported version, and the account holder does not respond to support emails, the accoutn is considered dead.  Accounts may be purged when dead, and inactive. Purged accounts are not upgradable.