Download Links and information collecting

Check the customer authorization via UMS and confirm if the customer is using the correct Filmora version. If no,

Download and Install Help for Wondershare Products visit the website and provide the download link to the customer.

If all information has been collected, and issue still persist you may escalate the ticket to engineers for further checking.

Filmora version (If not latest version, update to latest version at first)
Filmora logs
Try to describe user's issue in detail and confirm if issue is sure to occur or by accident. Collect issue recording or screenshot.
if it is an issue to a specific project or sources, archive user's specific project or collect user's specific sources.
if it is account login issue, collect user's account and password to login on local to check if issue could be reproduced.
If it is crash issue, follow troubleshoot for Filmora crash issue.
If it is freeze issue, follow troubleshoot for Filmora freeze issue.

If yes, proceed to collecting the log files of the customer:

For Win:

Right click Wondershare Filmora icon on the desktop, and then click “Open file location”
Locate the Log folder and compress it into one zip file and then send it to us

For Mac:

On the Mac desktop, click Go -> Go to Folder
Input log path ~/Library/Application Support/Wondershare Filmora 10 and then click Go
In the pop-up folder, locate the Log folder and compress it into one zip file and then send it to us.

On the Mac desktop, click Go -> Go to Folder
Input log path /Library/Application Support/Wondershare Filmora9 and then click Go
In the pop-up folder, locate the Log folder and compress it into one zip file and then send it to us.

If the issue still persist, escalate the issue to corresponding engineers

If the necessary information has been collected, check your KB/FAQ if there are articles that can help the issue:

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