Troubleshooting
Use these fixes when Solar Sailer will not start, media will not play, or a tool fails.
Wait out a slow first launch
The first launch after an install or update can take a few minutes while Windows scans the app's files. If the starting window is still open, leave it alone. Later launches should be faster.
Recover from "Solar Sailer could not start"
The startup error includes the folder containing that launch's logs. Copy the path, open it in File Explorer, and send the whole folder to support.
Recover from "Solar Sailer is already running"
A previous session is running but not responding.
- Open Task Manager.
- End every process named Solar Sailer.
- Launch Solar Sailer again.
This force-closes the stuck session. If a Solar Sailer window still responds, save your work and close it normally instead. You can also restart Windows.
Find your log files
Solar Sailer keeps each session's logs in a separate dated folder.
- Open File Explorer.
- Paste
%APPDATA%\solar-sailer\logsinto the address bar and press Enter. - Open the newest dated folder.
Send the whole folder when support asks for logs.
Local logs can contain file paths and project names. Review them before sending if those details are sensitive.
Relink offline media
An OFFLINE badge means Solar Sailer can no longer find the source file.
- Right-click the media item and choose Relink….
- Select the file in its current location.
See Media Processing and Proxies for the full relinking steps.
Play a clip that says Proxy Required
A Proxy Required badge means the source format cannot play directly.
- Right-click the media item.
- Choose Generate Proxy.
The clip can play after its proxy is ready. See Media Processing and Proxies for more about proxies.
Read a yellow warning on a thumbnail
Hover over the yellow ! to see what Solar Sailer found during import. The warning identifies a file with missing metadata or a format that may not play directly.
Get sound back when the app started without it
If Solar Sailer opens without sound and shows an audio engine error, click Restart audio. You do not need to restart the app.
Restore audio after unplugging a device
If playback stops after an audio device disconnects or Windows changes the output device:
- Reconnect the device, or select a working output device in Windows.
- Click Reconnect audio in Solar Sailer.
- Start playback again.
Fix a failed AI tool run
If a tool asks for an API key or rejects one, open Edit > Preferences… > API Keys and save the requested key. The new key works on the next run without restarting Solar Sailer.
Classification failures appear under the error count in the status bar. Click the count to see which files failed and why.
See Running a Tool for the full run and recovery flow.
Report a problem from the app
If Send crash reports is already on, open Help and choose Report a Problem…. Describe what you were doing, add an email only if you want a reply, then click Send.
Some error messages also have a Report… button. Use it when available because Solar Sailer attaches your note to that error report.
If Report a Problem… is missing, open Edit > Preferences… > Diagnostics, turn on Send crash reports, and restart Solar Sailer. Your problem description and optional email are sent as written, so leave out anything you do not want to share.
Send more detail with a crash report
Only turn on Contributor Mode when you are comfortable sharing more diagnostic detail. Under Edit > Preferences… > Diagnostics, enable Send crash reports and Contributor Mode. The change applies fully the next time Solar Sailer starts.
Contributor Mode adds your computer name, file paths, and project names to crash reports. If Send anonymous usage analytics is also on, it sends more complete analytics details too. Those details can include project text such as marker names. It does not upload your footage files as part of these reports.
Still stuck?
Email operations@proko.com. Include what you were doing, your app version, and the newest log folder from Find your log files.