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When Something is Off

The "Something went wrong" screen. If the app hits a problem it can't
recover from, you'll see a full-screen notice:

"The app ran into a problem and stopped." Three buttons, in the order to try them:

1. Send diagnostics — add a note ("Optional: what were you doing when it
   broke?") and send. This is the single most useful thing you can do for us.
2. Reload — brings the app back; most of the time that's the end of it.
3. Reset app — if it keeps coming back, this clears the cache and starts
   fresh. You stay signed in.

Quick fixes by symptom:

  • "Not connected to {Platform} — connect to load your plays"

    • Click the Connect button in the bottom toolbar

  • "License excludes {Platform}" - Your license doesn't cover that project's platform

    • Check dashboard or contact support.

       

  • New film not showing |

    • Click Refresh plays, and check the project's games list still includes the new game.

       

  • Empty tree

    • Check for games picked? project filter too tight? definition selected?

       

  • "Signed out — your session ended, please sign in again"

    • Sign in again — your session expired, or the seat was signed in on another device

       

Getting help. Email support with what you were doing and roughly when it happened — and click Send diagnostics first, so the log is waiting for us when we read your note. That combination usually gets you an answer on the first reply.