Troubleshoot a task without losing your work

Start with the task that failed, its displayed result, and the exact files affected. Keep originals and incomplete outputs until you understand what happened. Do not delete app-support directories as a routine reset: they can contain settings, sets, and local records.

Capture a useful report

1. Record the app version/build, operating system, task, and exact error text.
2. Write the steps from opening the folder to the failure, including the selected count and file format. Say whether the files are local, on a card, mirrored, or remote previews.
3. Check Settings → Troubleshooting for available diagnostics/log controls. Send Report immediately sends your comment, app/system details, and the last 200 lines of the app log to support. There is no in-app preview or exclusion control. Use Open Log Folder to inspect the log before sending; if it contains sensitive information, contact support through your invitation instead.
4. Reproduce on disposable copies when safe. Keep the source and failed output distinct.
5. If you send a separate report through the support contact in your invitation, include only relevant screenshots. They should show the error, not private license keys or unrelated class records.

Match the symptom

• Empty grid: clear text, star/color, and Camera Tagged filters; confirm the folder and mounted drive. Use Rescan for external changes.
• Slow opening: read discovery/metadata progress. Session reuse does not eliminate new-file processing. Let a progressing scan finish before restarting it.
• Ingest failure: inspect failed filenames, source connection, destination space, and partial folders. Keep the card; use ingest recovery.
• Metadata not saved: reopen the exact local file, check permissions and sidecars, and read pending/failed status. A preview update is not readback proof.
• Soft or unavailable RAW/HIF preview: record camera, extension, and compression variant. Do not change extensions to force decoding. Generated previews can have limited detail.
• Missing tool: check edition, plugin state, active selection, editing profile, and customized Control Nav. A parked source is not an enabled feature.
• Cloud or FTP failure: verify the intended account/folder and actual partial remote result before retrying. Reconnect expired authorization through the normal provider flow.
• Unexpected export: inspect destination, format, naming, crop, and metadata options; test a small new output folder.

Backup and removal

Back up original folders with their sidecars and any exported feedback/package files. Selection Sets are references, not copies of all images. Preserve local app data through your normal computer backup before migrations or troubleshooting resets. If removing the app, finish jobs and quit first; deleting the application bundle and deleting its data are different actions. Ask support for data-retention guidance before removing local records.

Confirm recovery

Repeat the small task and inspect its saved output before returning to a large batch. Report what passed and what remains unresolved. Browser screenshots or local checks do not prove external delivery, institutional approval, or every camera's compatibility. Return to the guide contents for the full workflow.