NameFrame is in Commercial Preview and is built by a small team, so this page says what is actually supported rather than describing a support organisation that does not exist. There is no SLA and no support contract. What there is: direct email to the people who wrote it.
Replies come from that address. It is a young domain and young domains get filtered, so check spam before assuming the message went nowhere.
| Surface | Supported |
|---|---|
| NameFrame Capture | 1.0.0 |
| Unreal Engine | 5.8, the only version built and tested against |
| Platform | Win64. No macOS or Linux build exists. |
| Editor / packaged | Editor only. Capture needs editor-only render paths. |
Only 5.8 is listed because only 5.8 has been built and tested against, and the compatibility record ties that claim to a specific commit, a build log and a test run. A new Unreal version needs its own build and its own evidence before it appears here; the identity pass depends on engine internals that are not guaranteed to survive a version change.
Enable it, restart the editor, open Tools → NameFrame Studio. The Python the Studio needs for labels and export ships inside the plugin and installs itself on first use, using the interpreter Unreal already carries. No Git, no pip, no interpreter of your own, no network.
Wheels install into your project’s Intermediate/NameFrame/Runtime, never into the engine. Deleting Intermediate is safe: the next run that needs the runtime installs it again.
| Symptom | What it usually is |
|---|---|
| Studio does not appear under Tools | The plugin is not enabled, or the editor was not restarted after enabling it. Check Edit -> Plugins for NameFrame Capture. |
| Generate says it cannot find the NameFrame Python | The plugin installs its own on first use. If that failed, the message names the reason. Deleting your project's Intermediate/NameFrame folder makes the next run install it again from scratch. |
| The segmentation image looks black | It usually is, and it is correct. The identity pass encodes an instance id per pixel, not a colour for looking at. The ids are small numbers, so the image is nearly black until something maps them to colours. |
| A camera box in the level does nothing | The run says why in the log: a recipe listing camera_zones takes precedence over boxes in the level, a fixed or spline camera is never fenced by a zone, and a box whose AllowedCameraRigs excludes your camera mode does not apply. |
| An altitude range produces one fixed height | The range and the camera zone do not overlap, so every frame lands on the zone's edge. The run names both ranges when that happens. |
| A capture stops partway with no dataset | The failure names which stage aborted. Send that message with the run's capture_progress.json -- see below. |
Most reports that go nowhere are missing one of these. With them, a problem is usually reproducible.
Write to hello@getnameframe.com. A realistic expectation while the product is in Commercial Preview is a reply within a few working days, sooner if the problem stops you working. That is a description of how it goes, not a commitment: there is no SLA on a pilot, and there is none waiting to be attached to a purchase either, since there is nothing to purchase. Saying otherwise would be a promise nobody has agreed to.
The product page carries the full list, checked against the shipped source rather than recalled, and every published capture carries the list of things wrong with that specific run. The quality page shows every gate from a real capture, including the one that failed.
