Were you suddenly kicked out of the app when editing your project? Does the app crash when you try navigating around the menus? If you’ve experienced a crash, please do not uninstall and reinstall the app! This will delete all of your projects, and it may not help you with the issue either.
Please know that deleting files or apps on your device to free up storage space will not prevent crashes from occurring, unless the app explicitly says that there is not enough storage space to export a project.
If you’re experiencing these issues, please contact us at firstname.lastname@example.org! When reporting the issue that you’re experiencing, please provide a detailed description of your issue and include the following items.
- A screenshot of the About screen. You can access this screen in the App Settings when you first open the app. It will have the Alight Motion logo at the top and a lot of information at the bottom about your device and the app.
- Screenshots or screen recordings that can help us determine the exact cause of the issue, including any error message you may have received.
- Detailed information regarding the situation that you're experiencing. (Please be very specific about what you’re experiencing. For example, please let us know if the app crashes when you create a group in your project, etc.)
- Please provide your Crash Tracking ID. You can find this at the top right of the About screen. This will give us diagnostic information about your crashes, which we can use when working through the issue.
This information will allow us to understand the issue you’re experiencing in more detail. Please also make sure to reply to any auto responses you may receive, and carefully follow instructions from our support team, so that we can address your concerns! Our normal response time is 1 to 3 business days, due to the volume of tickets we receive, but may be longer during the holiday season (our support team follows Korean and Indonesian public holidays).