Filmora Crash Troubleshooting

1. Confirm if the user is using the latest version. If not, upgrade to the latest version first.

2. Confirm the type of crash (software crash without Bugsplat/Bugsplat displayed during software crash) and confirm which functional module crashed (program start-up/ importing/exporting/ media preview/timeline editing).

3. Check and collect corresponding information according to the table below.

FOR WIN:

Crash w/o Bugsplat

Crash with Bugsplat

Program start-up

1. Collect logs.

2. Collect screen recordings of the issue.

1. Collect logs.

2. Collect screen recordings of the issue.

3. Collect bugsplat reported email.

Import project/resources

1. Confirm whether the problem occurs when opening all projects/media files or only specific ones.

2. If it only occurs with specific projects/media files, collect that specific archived project/source media files.

3. Collect logs and screen recordings of the issue.

1. Confirm whether the problem occurs when opening all projects/media files or only specific ones.
2. If it only occurs with specific projects/media files, collect that specific archived project/source media files.

3. Collect logs, screen recordings of the issue, and bugsplat reported email.

Export project

1. Confirm whether the problem occurs when exporting all projects or only specific ones.

2. If it only occurs with specific projects, collect that specific archived projects.

3. Collect logs and screen recordings of the issue.

1. Confirm whether the problem occurs when exporting all projects or only specific ones.

2. If it only occurs with specific projects, collect that specific archived projects.

3. Collect logs, screen recordings of the issue and bugsplat reported email.

Preview

1. Confirm whether the issue occurs when previewing all media files or only specific ones.
2. If the issue occurs with specific media files,

collect the resource name if they are downloaded from Filmora.
collect the source file if the media file was imported.

3. Collect logs and screen recordings of the issue.

1. Confirm whether the issue occurs when previewing any media files or only specific ones.
2. If the issue occurs with specific media files,

collect the resource name if they are downloaded from Filmora.
collect the source file if the media file was imported.

3. Collect logs, screen recordings of the issue and bugsplat reported email.

Timeline editing

1. Confirm whether the issue occurs when editing all projects or only specific ones.

2. Determine the specific editing operation that caused the crash.

3. If it only occurs with specific projects/media files, collect that specific archived projects/source media files.

4. Collect logs and screen recordings of the issue.

1. Confirm whether the issue occurs when editing any project or only specific ones.

2. Determine the specific editing operation that caused the crash.

3. If it only occurs with specific projects/media files, collect that specific archived projects/source media files.

3. Collect logs, screen recordings of the issue and bugsplat reported email.

FOR MAC

Crash w/o Bugsplat

Crash with Bugsplat

Program start-up

1. Collect logs.

2. Collect screen recordings of the issue.

3. Collect crash report

1. Collect logs.

2. Collect screen recordings of the issue.

3. Collect bugsplat reported email.

Import project/resources

1. Confirm whether the problem occurs when opening all projects/media files or only specific ones.

2. If it only occurs with specific projects/media files, collect that specific archived project/source media files.

3. Collect logs, screen recordings of the issue and crash report.

3. Collect logs, screen recordings of the issue, and bugsplat reported email.

Export project

1. Confirm whether the problem occurs when exporting all projects or only specific ones.

2. If it only occurs with specific projects, collect that specific archived projects.

3. Collect logs, screen recordings of the issue and crash report.

1. Confirm whether the problem occurs when exporting all projects or only specific ones.

2. If it only occurs with specific projects, collect that specific archived projects.

3. Collect logs, screen recordings of the issue and bugsplat reported email.

Preview

1. Confirm whether the issue occurs when previewing all media files or only specific ones.
2. If the issue occurs with specific media files,

collect the resource name if they are downloaded from Filmora.
collect the source file if the media file was imported.

3. Collect logs, screen recordings of the issue and crash report.

1. Confirm whether the issue occurs when previewing any media files or only specific ones.
2. If the issue occurs with specific media files,

collect the resource name if they are downloaded from Filmora.
collect the source file if the media file was imported.