Download Problems?

Some web browsers such as Chrome or Firefox may not start the download after clicking the download button. If you have this problem, please right-click on the download button and choose "Open link in new tab" to start the download. 

If you are still having trouble, please review our articles on Troubleshooting macOS or Troubleshooting Windows.

 Known Issues

1. [LFC]
   1. Scanning or Pairing Error -- If you run into an error scanning or pairing like the two listed below, we recommend first restarting your device and Lightform creator. From there, updating your camera's driver should fix most of these issues. 
      1. Camera driver update -- If you are noticing that your camera is not working or not connecting, please plug the camera directly into your computer and update it to the latest driver from here https://support.logi.com/hc/en-my/articles360035037273. Once you confirm the camera is working and you see a video stream, plug the camera back into your LFC and try scanning again. 
      2. Some users have reported that upon scanning, the scan dialog hangs on the "scan initializing" message and the scan does not complete. This is often due to the driver being out of date as well. Please follow the instructions above to update your driver and try again.
2. [LF2]
   
   1. Pairing to a network with special characters -- Pairing to a Mobile Hotspot or Wi-Fi network that includes special characters in the name of the network (apostrophe, dash, emoji etc.), may fail to connect. This will be fixed in the next release. In the meantime, please use an alternative pairing method (like ethernet or sharing the internet connection from your computer) or change the SSID/network name to exclude special characters and try again. 
3. On Windows - Creator won’t run and will show an error saying something like “Missing VCRUNTIME140_1.dll”.
   1. Please install this Microsoft redistributable package, and then launch Lightform Creator again: https://aka.ms/vs/16/release/vc_redist.x64.exe

      This is a link copied from this page: https://support.microsoft.com/en-us/help/2977003/the-latest-supported-visual-c-downloads (vc_redist.x64.exe near the top).

4. If you run into an error scanning or pairing like the two listed below, we recommend first restarting your device and Lightform creator. This should fix most of these issues:
   1. We have noticed that sometimes the LFC camera feed may be disconnected or not appear right away because of a BRIO driver issue. If you are noticing this, please plug the camera directly into your computer and update it to the latest driver from here https://support.logi.com/hc/en-my/articles360035037273. Once you confirm the camera is working and you see a video stream, plug the camera back into your LFC and try scanning again. If you still notice this issue, please submit a ticket to our support team. 
   2. Some users have reported that upon scanning, the scan dialog hangs on the "scan initializing" message and the scan does not complete. This may be due to the driver issue above. Please follow the instructions to determine if your camera's driver needs to be updated and try again.
5. On macOS 10.15 or later, if you are being prompted with the auto-update within the application, Lightform Creator will not restart automatically. You must restart Lightform Creator manually.
6. We have seen a few instances of the following machines exhibiting speckles that appear when adding media or an effect to a surface in Lightform Creator. This issue does not affect published projects. If you experience this issue, please submit a bug report.
   • MacBook Pro (Retina, 15-inch, 2015)
   • MacBook Pro (Retina, 13-inch, Mid 2014)
   • MacBook Air (Retina, 13-inch, 2014)
   • MacBook Pro (Retina, 15-inch, Mid 2013)
7. If you cannot update your firmware, please submit a bug report, and our support team will reach out to assist you.
8. If you are experiencing regular crashes in the software, please submit a ticket or bug report so we can work together on a fix.