Troubleshoot hanging, freezing, or crashing

Please make sure the system meets the minimum system requirements.

Update your video card driver. (Windows only)

- Isolate the problem. Is it a particular file, tool, through a host application or following a series of steps?

- Try to delete the onOne preference file(s) and relaunch the software.

If problems persist please gather the following information and contact Technical Support :

Windows:

System Information:

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

Log files:

C:\Users\<user>\AppData\Roaming\OnOne Software\OnOnelog.txt

C:\Users\<user>\AppData\Roaming\OnOne Software\Perfect Layers 8\Perfect Layers Log.txt

C:\Users\<user>\AppData\Roaming\OnOne Software\Perfect Layers 8\Perfect Layers.dmp (may not be present)

Macintosh:

System profiler:

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 and please send this .spx file in your response

Log files:

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 and attach “onOneLog.txt”  — In the same location open the Perfect Layers 8 folder.  In here please send “Perfect Photo Suite Log.txt” and “PerfectLayersLRPres.plist”

Crash 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.