If Edivo closed unexpectedly
- Open Edivo again. It says Edivo closed unexpectedly last time and that every change was saved.
- Carry on, or press Send a report… to tell us.
- If only the editor window restarted, nothing was lost.
Send a problem report
- Open Settings › Help and support and press Report a problem…. Or use Send a report… in the notice.
- Write what you were doing (optional).
- Check the Preview of what is sent.
- Press Send report, or Don't send.
What a report holds
| Sent | Not sent |
|---|---|
| Your description | Your videos, photos and music |
| Edivo's version, Windows, the graphics card and its driver, memory, free disk space and the last export's engine | Email addresses, sign-in tokens and your user name (removed) |
| The last 40 lines of each app log. File names stay: check the preview | |
| The crash dump, only if you tick it |
You get a reference number. Mention it if you write to support.
7 more details
- A crash dump is a snapshot of Edivo's memory at the crash. It helps most, and it can hold parts of the open project. Too large to send? It stays in the logs folder.
- From Edivo 1.0.1, the crash dump is encrypted on this computer before it is sent. Our servers can't read it and keep no unencrypted dump: one from an earlier version is discarded on arrival, and the rest of the report is kept.
- Nothing is sent until you press Send report. Logs and crash dumps stay on this computer otherwise.
- Signed in, the report is linked to your account so we can answer. Signed out, it is anonymous apart from what you write.
- Reports are kept for 90 days and an attached crash dump for 30 days, or less if you delete your account sooner.
- Find the logs: Help › Open logs folder. Help › Copy diagnostic details copies the details for an email.
- Reports cannot be sent from a copy of Edivo that has no service address. Email hello@edivo.ai instead.