Known Issues

Known Issues as of June 23rd, 2021

General

1. Importing videos - error code that the content is in an "unusable state". 
   • This issue occurs after opening the file in QuickTime. Please quit QuickTime and try again.
2. Account registration or "Forgot Password" emails are not being sent.
   • Please check your email account's "Spam" or "Junk" folders.
3. Scanning
   
   • Scan is stuck on "downloading" and doesn't complete:
     It is likely that your Lightform Creator software and device firmware versions are mismatched. Double-check that you are on the latest version of Lightform Creator software and device firmware. Updating to the latest versions should fix this issue. 
   • Black scanning result:
     If you get an all-black scan, it is likely that the projector is off or on the wrong input source.
     • If you have an LFC, please make sure the HDMI cable is connecting your LFC to your projector.
     • If you have an LF2, please make sure there is no HDMI cable being used. 
   • Error Code: Internal error. Could not acquire camera ownership. This is an odd bug that we've seen occur rarely and inconsistently. We've found that rebooting your device will typically keep it from occurring. 
     
4. If you receive errors when updating your device firmware, please review the troubleshooting steps listed here.   

Lightform Creator

1. When using the smart tools in some projects, the selection will be white, instead of the typical red. This issue is purely cosmetic and does not affect application stability. We are working on a fix for this. 
2. On Windows, Lightform Creator won’t run and will show an error saying something like “Missing VCRUNTIME140_1.dll”:
   • 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).

3. Instability on older macOS computers that have an NVidia GPU:
   • Apple discontinued support for NVidia GPUs years ago. Lightform Creator will run on such hardware, but the drivers for these GPUs are now very old and have issues that will never be fixed. If you encounter consistent issues, we strongly recommend either disabling the NVidia GPU or using a different computer.
   • Disabling the NVidia GPU is described in our macOS troubleshooting article.  
4. Random instability in Lightform Creator, on any operating system:
   • If possible, make sure your operating system is fully updated. This is especially important on macOS, which updates its GPU drivers with operating system updates.
   • If on Windows, make sure your GPU driver is updated. There are links to manufacturer driver pages in our Windows troubleshooting article.
   • If your computer has been running for a long time (days or weeks), try rebooting it.
   • If you are running other resource-intensive applications, try closing them while Lightform Creator is running. Even common applications, such as web browsers, are capable of consuming an enormous amount of memory.
5. Random graphical speckles/dots appear in the canvas when adding assets
   We have seen a few instances of the following machines exhibiting speckles/dots that appear when adding assets to a surface in Lightform Creator. This issue does not affect published projects. 
   • 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)
6. Text Corruption
   We have seen a few instances of the following Mac machines with Geforce GT series graphics cards (650M and 750M) exhibiting text corruption in Lightform Creator (e.g., character deletion, illegible text):
   • MacBook Pro (Retina, 15-inch, Mid 2014)
   • MacBook Pro (Retina, 15-inch, Late 2013)
   • MacBook Pro (Retina, 15-inch, Early 2013)
   • MacBook Pro (Retina, 15-inch, Mid 2012)
   • iMac (Late 2013)
   • iMac (Late 2012)

LFC Kit

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 sometimes due to the driver being out of date as well. Please follow the instructions above to update your driver and try again.
      • Other times, this has occurred when users have used the wrong power supply with the LFC (not the one that was supplied).

LF2/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, etc.), may fail to connect. 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. 

Common Questions

• What file formats does Lightform Creator support?
• What are the system requirements for Lightform Creator?
• Can I import and export masks in Lightform Creator?