Troubleshoot common issues

When something goes wrong, read the current status and complete error message before changing settings. Start with the common cases below.

Before you start

Note the app version, operating system, file format, and what you did just before the problem. Keep the sources and project for checking.

Processing is taking a long time
Preparing Thumbnails, Calibrating, and exporting are separate tasks. Thumbnails appearing gradually and slower first-time full-resolution processing are usually normal. Check whether progress, counts, or status still change; timing depends on the device, files, and roll size. If nothing changes for a prolonged period or an error appears, note the frame count, format, wait time, and full message. Use Cancel if available, wait for the task to stop, then save the project and collect diagnostics. Avoid starting with repeated imports, cache clearing, or a forced quit.
Converted colors look wrong
Check input settings, CCM, flat field, Calibration Area, and conversion method in that order. Change one setting at a time and inspect the result. No CCM only disables CCM, not all color processing, and Crop does not change the negative analysis area.
Export is unavailable or files are missing
If Start Export is unavailable, first check Destination. If files are missing, inspect selection and the Skip collision rule. Confirm the actual output location rather than assuming it is the project folder.
Collect information for support
Use Open Diagnostics Folder under Help to locate diagnostic material. Include the full error and shortest reproducible steps. Review email addresses, tokens, and private paths before sharing. Provide only the samples required for diagnosis.
Collect information for supportSelect image to enlarge

When contacting support, include the complete error, the steps leading to it, and relevant diagnostics. Keep the originals and project unchanged.

CCM reports entitlement_expired or asks for sign-in: check that you are signed in and have current access. This is an account or service-access issue; realigning the chart will not resolve it.