Getting help

When something goes wrong

Where people often get stuck installing or using the app, and how to get past it. Press a question to open its answer.

For anything not here, tell us in the open chat or at 17iayn@gmail.com. How to report is under Reporting a problem at the bottom.

Installing or launching

Windows shows a blue security warning

Press More info → Run anyway.

Windows: a "DLL" error and it will not launch

In the unzipped folder, go to Engine → Extras → Redist → en-us, install vc_redist.x64.exe, then launch Previzion again.

Mac: the app will not open

Go to System Settings → Privacy & Security and press Open Anyway.

Mac: "is damaged and can't be opened"

Press ⌘ + Space, search for Terminal and open it.

Copy this line as it is, paste it and press Enter.

xattr -dr com.apple.quarantine /Applications/Previzion.app

Launch Previzion again.

It stutters or runs slowly / the computer runs hot

First check that your computer meets the system requirements. If it does and it is still slow, tell us which screen you were on and what you were doing.

While using it

"Can't reach the server" appears

Check your internet connection, then press Retry on the Sign in card. Meanwhile you can still close it with Not now and edit your project by hand.

"No credit left" appears

Your Viz are used up. For more, write to 17iayn@gmail.com. → Viz · saving · what is sent

I clicked a camera, person or object and nothing was added

They are added by dragging. Drag cameras from Camera presets onto the timeline's Camera row, and people and things from the Object Drawer into the 3D view.

I moved a person or object but no ◆ key appeared

For keys to appear by themselves when you move something, it needs at least one key already. Put it on the timeline with + Add to Timeline in Details, then add the first key with Add key. → Making it move

I can't change anything while the AI works

That is normal. You can edit again once the AI finishes.

My work disappeared

File → Restore from Autosave… takes you back to an autosaved state. → Going back to an autosave

The app quit suddenly

When you open that project again and the Recover unsaved work? card appears, press Recover. If you tell us what you were doing when it quit, we can fix it faster.

Reporting a problem

If the app is running, Help → Send Feedback is the easiest way. The log files go along with it. → Sending feedback

If the app will not start or you cannot sign in, send the log files P1.log and P1-previous.log from the folder below to the open chat or the email address above.

Windows

Press Windows key + R.
Paste this address and press Enter; the log folder opens.
```
%LOCALAPPDATA%\P1\Saved\Logs
```

Mac

In the Finder press Shift + ⌘ + G.
Paste this address and press Enter; the log folder opens.
```
~/Library/Logs/P1
```

Anything not covered here: ask in the open chat or write to 17iayn@gmail.com.