Reporting a problem
When something breaks — a black viewer, a crash, an export that never finishes — the fastest way to get it fixed is Help ▸ Report a Problem… (also in the command palette: press Ctrl/⌘+K and type report). It sends what we need to reproduce the problem, and nothing from your project unless you say so.
Open the dialog where the problem is
The dialog takes a screenshot of the viewer as it is right now before it opens, so open it while the problem is on screen. You can retake or remove the screenshot before sending.
Say what happened
Pick the area (viewer, export, text, effects…), how much it gets in your way, a one-line summary and what you saw. Steps to reproduce are optional but are the single most useful thing you can add.
Leave an email if you want a reply
It is filled in from your account when you are signed in, and can be cleared.
With an address we send a confirmation with your report number (PR-1234);
reply to it to add anything later.
Send
You get the report number on screen. Quote it if you contact us about it.
What is attached
Always attached, and listed in the dialog under See exactly what is sent:
| Build | Premation version, packaged or dev build, Electron and Chromium versions, UI language |
| System | OS and version, CPU model and core count, total and free memory |
| GPU | The adapter, vendor and driver Chromium reports, and its WebGPU / compositing status |
| Engine | Whether the engine is running, its version, and whether it recently restarted |
| Engine log | The last 40 lines of engine.log, with every file path and your user name replaced by <path> / <user> |
| Project counts | How many compositions and layers, how much footage is missing, how many layers are failing and at which stage — no names |
Your project stays private by default. File paths, footage names, composition names and layer error messages are only sent when you tick Include project details. The server removes paths from the diagnostics again when they arrive, so an older build cannot leak them either.
When the report cannot be sent
Offline, or the server is busy? The dialog keeps what you typed and offers
Copy diagnostics, which puts the same machine and log details on your
clipboard to paste into a Discord message or a GitHub issue. Help ▸ Open
Logs Folder reveals engine.log itself.
You can send up to ten reports an hour from one computer.