Troubleshooting

Installation

Application is not working

If the application does not work, perform a clean uninstall and reinstall it. Please make sure to delete the folder below for a clean uninstall.

• MacOS : /Users/<user>/Library/Application Support/Frame0 (Recommend to use AppCleaner)
• Windows : C:\Users\<user>\AppData\Roaming\Frame0.
• Linux : ~/.config/Frame0.

Even after a clean uninstall, if the application does not work, please report the issue.

License management

License is not activated

When the license cannot be activated, please check the following:

1. Check your internet connection. (If there is no internet connection or external access is restricted due to company security policies, please try offline activation)
2. Check that you have entered the license key correctly.
3. Try to deactivate license for unused devices.
4. Try offline activation.

If you tried the above methods but still failed, please report the issue.

How to deactivate license

To deactivate in the application:

1. Select Help > License activation menu
2. Click Deactivate button.

To deactivate in License Manager:

1. Login to the License Manager with your email (The email address entered when purchasing the license).
2. Select Devices menu on the top.
3. Click Deactivate button on a particular device, or click Deactivate all devices button to deactivate all devices.

How to activate license in offline

1. Login to the License Manager with your email (The email address entered when purchasing the license).
2. Select Device menu on the top.
3. Select a license.
4. Follow the Offline activation guide shown below.

I lost my license key

You can log in to the License Manager with your email to find all your license keys.

Debug mode

To launch the application in debug mode, follow the steps below:

1. Create debug.json file with empty content in the following folder:
   • MacOS : /Users/<user>/Library/Application Support/Frame0
   • Windows : C:\Users\<user>\AppData\Roaming\Frame0.
   • Linux : ~/.config/Frame0.
2. Launch the application.
3. Check errors in console (click Console tab in the developer tools).
4. After debugging, please delete the debug.json file and restart the application.

Reporting bugs

To report bugs, please contact us with the information below attached.

• OS version
• Frame0 version
• Video recording of the issue (or, detailed steps to reproduce the issue)
• Screen capture of errors in console (Select Help > Toggle developer tools menu and click Console tab. If you cannot open the developer tools, please enable debug mode first.)
• Your license key (if license-related issue)