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What to Do When the Program Crashes

If you experience a program crash, don't worry, follow these steps:

Basic Solution Steps​

  1. Update to Latest Version

    • First ensure you're using the latest program version
    • Many crash issues are fixed in newer versions

  2. If Problem Persists

    • Collect crash information
    • Send information to our technical support team, How to Contact Us

How to Collect Crash Information​

Mac Users​

Method 1: Direct Error Information​

  • When crash occurs, copy all content from the error dialog
  • Open "Settings > Help & Support"
  • Send the following to technical support:
    • Crash information text
    • Specific steps when crash occurred

Method 2: Get Historical Crash Records via Console​

  1. Open Console application (system built-in)
  2. Find "Crash Reports" in left sidebar
  3. Search for our program name
  4. Find crash record for corresponding time
  5. Copy crash content and send to technical support

iOS Users​

Method 1: Via System Settings​

  1. Open Settings > Privacy > Analytics & Improvements > Analytics Data
  2. Find file named im-<crash-date-time>.ips
  3. Click share button in top right
  4. Share to our program's "Help & Support" chat
  5. Also describe steps when crash occurred

Method 2: Via Email Report​

If program won't open at all, you can:

Notes​

  • When providing crash information, please describe crash steps in detail
  • Include screenshots if available
  • Specify your system version and app version