Known Issues

Known Issues as of January 15th, 2021

General

  1. Scanning
    • Scan is stuck on "downloading" and doesn't complete:
      It is likely that your software and firmware versions are mismatched. Double-check that you are on the latest version of software and firmware. Updating to the latest software and firmware should fix this issue. 
    • Scan completes but you receive an error that it failed to download:
      This is typically due to incorrect folder permissions on your computer. Try to create a project from a different location on your computer, for instance, your desktop as opposed to your documents folder. This should fix the issue. 
    • Black Scanning Result:
      If you get a 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're working on a fix but in the meantime, we've found that rebooting your device will typically keep it from occurring. 
  2. On Windows - Creator won’t run and will show an error saying something like “Missing VCRUNTIME140_1.dll”.
  3. 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.
  4. If you cannot update your firmware, please submit a bug report, and our support team will reach out to assist you.
  5. If you are experiencing regular crashes in the software, please submit a ticket or bug report so we can work together on a fix. 
  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)

Lightform Creator

  1. Speckles appear when adding media
    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)
  2. 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)

If Lightform Creator does not run on your machine, or you are having trouble using the software, please submit a ticket or a bug report within the application.

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 often due to the driver being out of date as well. Please follow the instructions above to update your driver and try again.

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. 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. 

Common Questions