Troubleshoot hanging, freezing, or crashing
1. Please make sure the configuration meets the minimum system requirements.
2. Update your video card driver. (Windows only)
Before you contact us ask the following questions:
– Can you isolate the problem e.g. is it a particular file, tool, or following a series of steps?
If problems persist please gather the following information and contact Technical Support :
The Start button > All Programs > Accessories > System Tools > System Information Now click, File > Export > and export as a .txt file and include in your response
C:\Users\<user>\AppData\Roaming\OnOne Software\Perfect Photo Suite 9\Perfect Photo Suite.dmp(may not be present)
C:\Users\<user>\AppData\Roaming\OnOne Software\Perfect Photo Suite 9\Perfect Photo Suite Log.txt
C:\Users\<user>\AppData\Roaming\OnOne Software\Perfect Layers 9\Perfect Photo Suite 9 Log.txt
To access System Profiler, click on the Apple menu in the top left corner and choose About This Mac > More Info > System Report. File>Save. Next right click on the .spx > Compress and please send this spx.zip file in your submission.
Open finder, in the very top menu click “Go” and hold down the option key on your keyboard, click “Library” in this list. Now in the Finder window you will see you are in the User Library, next click Application Support > onOne Software > Perfect Photo Suite 9 and attach “Perfect Photo Suite 9 Log”
When the crash log appears and it prompts you to send to Apple please click Details or More Information and copy the details of the crash into a text file and send it as well.