Support for Matte on macOS

This page covers the bounded workflows Matte is built for: collection search, add-piece flows, local-model setup, optional OpenAI connection, and the exact permission boundaries used by the image-only app.

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Common issues

The support paths people are most likely to need

A search result or import did not add a piece

Matte keeps collection additions bounded to approved sources and local gallery drafts, so failed imports usually come from a missing permission or an unavailable source result.

Confirm the result came from a supported public-domain or approved collection source.
Retry the add-piece flow after reopening the gallery drafts collection.
If you selected a local file or folder, re-grant access to the exact location you chose.

The on-device model is unavailable

The local model is optional and only appears after the runtime and managed asset finish downloading in-app.

Open Settings and confirm the local model download completed successfully.
If the download was interrupted, resume it from the assistant or Settings panel.
If the app reports the model as unavailable, relaunch Matte after the managed asset finishes staging.

OpenAI account connection is not active

OpenAI account connection is optional. Matte should still work for local canvases even when assistant auth is not configured.

Use the app without assistant features if you only need local canvases and bundled artwork.
If you want cloud assistant features, reconnect your OpenAI account from the assistant settings flow.
If the App Store build only offers the local model, make sure the managed model download is complete.

Photos or file access is blocked

Matte only uses library or sandboxed file access when you explicitly choose an artwork reference or save destination.

Check Photos access if you imported from the photo library.
Re-select the folder or file if macOS sandbox access expired.
If a save action fails, verify Matte can write to the exact folder you selected.

Permissions and assistant setup

Matte keeps the permission surface small and ties each request to a user-selected import, save, or assistant workflow.

Photos

Used only when you choose artwork references from your photo library.

Photos Add

Used only when you ask Matte to save rendered captures or exports back to Photos.

Files and folders you choose

Used only for the exact files or folders you explicitly pick while importing or exporting artwork.

No camera or microphone

The shipped image-only Matte app does not rely on camera or microphone permissions for core operation.

Reference details for review and support

These are the key product facts that match the current App Store release contract.

App

Matte for macOS

Bundle ID

ai.lobsterwork.aurora-gallery

Support contact

gallery-support@lobsterwork.ai

+18015551234

If you send a report, include the app version, macOS version, and whether you were using bundled artwork, a local file import, an OpenAI connection, or the on-device local model path.