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  • Avatar
    Angela Andrieux

    Hi Ken,

    I'm sorry to hear that Aurora is crashing on you.

    In order to better understand the issue please send the following to support@skylum.com:

    Information about your PC.

    • Press the Windows logo key + R.
    • Type msinfo32 in the dialog box that opens and hit Enter on your keyboard.
    • In the window that opens, make sure you have System Summary highlighted on the left.
    • Click File > Export.
    • Type the name of the file and save it somewhere where you can easily find it and attach this text file to your reply to this email.

     

    The detailed step-by-step description of the steps you perform in the software that cause the issue to occur.

    If possible, please make sure that your steps produce the same issue each time they are repeated. We need to be able to reproduce the issue to understand at which point it occurs.

     

    The file(s) that you have encountered this issue with (if applicable).

    Here's how you can send them to us:

    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 the reply to this email.

     

    Error log.

    • Reproduce the issue.
    • Press the Windows logo key + R.
    • Type eventvwr in the dialog box that opens and hit Enter on your keyboard.
    • In the window that opens click the triangle next to Windows Logs on the left. A directory tree should open.
    • Click Application in the directory tree. 
    • In the main part of the window find the two topmost entries marked with Error named Application Error and .NET Runtime.
    • Hold CTRL and click your left mouse button on each entry to select them both.
    • Right-click on any of the two selected entries  and click Save Selected Events.
    • Name the file, save it, and attach it to your reply to this email.

     

    Please attach the file with the info about your PC and error log to your email, and paste a link to WeTransfer if there are image files that you can share with us.

    Looking forward to hearing from you.

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  • Avatar
    Ken Russell

    Problem solved,  Turns out I just had to uninstall the program and reinstall,

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