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TOPIC: Please Read This Before Creating Any New Topics In This Section

Please Read This Before Creating Any New Topics In This Section 6 years, 4 months ago #66175

  • Cookiecutter
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    Pro User
  • Administrator
  • Posts: 2023
  • 6 years, 4 months ago
In order to help us replicate and fix any issues you may be experiencing, it is crucial we get as much information from you as possible regarding the issue you are experiencing. Below are some guidelines for creating a new thread within this section, which should help users to post an issue they are having and more importantly, help other users and the Lightworks Team to replicate and get them forwarded to development for fixing.

Any new threads created which do not follow these guidelines are likely to be ignored or even deleted.

Forum Thread Subject:
Add an overview that briefly describes the issue you are encountering. An example of a good Subject can be seen below:

  • "Crash attempting to drag and drop a clip from the edit timeline from one area to another"

  • Forum Thread Message:
    Describe the issue with as much detail as possible, including the actual steps needed in order to replicate the issue. Please be sure to give as much information as possible within this section. An example of a good description can be seen below:

    1. Open an edit and enable Record mode
    2. Insert four or more individual clips into the edit timeline WITH audio
    3. Make sure that "Drag/drop track sync" is enabled on the settings menu of the edit timeline
    4. Pick up the second clip in the edit timeline using the left mouse button and drag it to the end of the edit timeline
    5. Hold down SHIFT to change the drag and drop selection from "Replace" to "Insert"
    6. Let go of the mouse to perform the Insert on the dragged clip
    7. The application will pause and eventually crash

    Details to include in the message or your Forum Signature:
    • Mention the exact operating system you experience the issue on, e.g. Windows 7 64bit SP1 with Nvidia Drivers.
    • Make sure you mention the exact version of Lightworks you are running (including the revision number) and whether you are running the 32bit or 64bit Windows version. The exact version of Lightworks can be found on the Project Browser screen.
    • Compress your Backup error log folder and attach it to the thread. By default the Backup error log folder can be found in the locations below:
      1. Windows XP: C:\documents and settings\all users\documents\Lightworks\Logs
      2. Windows 7: C:\Users\Public\Documents\Lightworks\Logs
      3. Windows 8: C:\Users\Public\Documents\Lightworks\Logs
      4. Linux: ~/Lightworks/Logs
      5. Mac: /User/USER ACCOUNT/Lightworks/logs

    This is a very useful application that will tell us all we need to know about your media. Download MediaInfo here. Instructions for using MediaInfo can be found here Please add the text output from MediaInfo to your thread.

    Mac Crash Logs
    If you experience a crash, a Mac warning should appear asking whether you want to "Ignore", "Report" or "Reopen"
    • Click "Report"
    • Select all the text in the box and copy it
    • Open "TextEdit" in the Applications folder
    • Paste the text
    • Save the document and attach it to the ticket/forum post
    Last Edit: 3 years, 1 month ago by Cookiecutter.
    The topic has been locked.
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