Luminar previews in library view look different than in editing tab

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    Austin Miller

    Hello Moritz.

    We need to be able to reproduce the issue on our end in order to understand at which point it occurs and troubleshoot it. Please send us a screen recording of the issue. 
    You can use Monosnap to record your screen: https://monosnap.com/welcome

    Here's how you can send us the file with the recording:

    1. Visit https://wetransfer.com/
    2. If it's your first time visiting this website, it might ask you to purchase a subscription. Simply select to proceed with the free version.
    3. Click Add your files.
    4. Select the file(s) on your computer.
    5. After you see all the files you need to send appear in the list, click the icon to the left of the Transfer button (the icon looks like a circle with three dots in it).
    6. In Send As select Link.
    7. Click Transfer.
    8. After the files have finished uploading, click Copy Link and paste it into your support request at https://skylum.com/support

    Looking forward to hearing from you.

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    Moritz Wellner

    Hi Austin!

    I tried to open a support request but the form doesn't work.

    I made the video an emailed it to contact@skylum.com but I only got an answer from a bot telling me, to make a request via https://skylum.com/support, which doesn't work...

    Do you have an alternative eMail for me?

    Cheers,

    Moritz

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    Moritz Wellner

    Good Morning Austin!

    I tried different browsers on my PC and then tried the same Chrome with the same extensions on my Mac and the support request was possible there. So I submitted a request just now and attached a link to the video.

    Cheers,

    Moritz

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    Kate Williams

    Hi Moritz ,

    Please note that contact@skylum.com is not a support contact. You can reach us directly at support@skylum.com. Moreover, please let us know what exactly didn't work when you tried to submit a request via the form. The screenshots would be much appreciated. 

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    Moritz Wellner

    Hi Kate.

    As stated above I managed to get the support request going throug my mac but on my windows machine, the submit form is incomplete. I tried it with Chrome and Firefox under Windows. Here is a screenshot.

     

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    Kate Williams

    Hi Moritz,

    That's strange. I've checked it on my end and this is how the support form looks like for me: http://prntscr.com/wmmj1w 

    Could you please try to clear the cache and cookies in Chrome? https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en 

    Meanwhile, please use support@skylum.com to reach out to our team.  Also, in your support request please let us know which Chrome version you have. 

     

     

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    Moritz Wellner

    Hi Kate.

    Already did that more than once. Doesn't change anything.

    I used my. Mac to contact the support, as I already told you!

    Cheers,

    Moritz

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    Angela Andrieux

    Hi Moritz,

    I've confirmed that we've received your email. One of my colleagues will reply to you as soon as possible.

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