Troubleshooting and Support

How to report an error#

When a conversion stops, CrossFlow's message says what went wrong whenever it knows (a project file it cannot open, a DaVinci Resolve project open somewhere else, a component your antivirus has quarantined...) and what to do about it. When it says CrossFlow "ran into an unexpected problem", it means the cause is not one CrossFlow knows about yet, and the logs below are what lets us find it.

If a conversion fails, stops before the conversion feedback appears, or gives a result you did not expect, please send us the logs: they show exactly what happened on your computer, and they are the fastest way to a fix.

1. Click "Enable Logs" at the bottom of the CrossFlow window. A yellow banner confirms that logs are on.
2. Reproduce the problem: run the same conversion again, with the same options.
3. Click "Create Logs Zip" in the yellow banner. The .zip contains CrossFlow's own logs, the Adobe Media Encoder rendering logs and Adobe's extension-loading logs, so Transcode failures and cases where the background Premiere Pro panel never loads can be diagnosed too. It also contains DaVinci Resolve's preference files (Fairlight audio setup included) and Resolve's own log, because some conversion problems only happen with one particular Resolve setup. Like CrossFlow's logs, these can show project and timeline names. It never contains your media.
4. Upload the .zip at the link shown in the banner and send an email to contact@nablast.com describing what you did and what you expected.
5. Click "Disable Logs" afterwards: logs slow the conversion down.

One more thing that helps a lot: if the process does not reach the end, try again with some Transfer Options unticked, to see whether one of them is the cause. For example, if a converted project crashes Resolve and the crash disappears once "Transfer Speed" is turned off, that is exactly the kind of detail worth writing in your email.

Getting the latest version#

CrossFlow checks for updates when it starts and tells you at the top of the window when a new version is online, with a "See Changelog" link. By default the new version is downloaded right away and you are asked to install it: on Windows the installer runs by itself, on macOS the downloaded installer is opened for you. Tick "Disable Auto-Update at opening" in Settings & License if you would rather download it yourself when you decide to: CrossFlow then only shows a "Click here to download" link.

Working fully offline#

At startup, CrossFlow asks CrossFlow's release page on GitHub whether a new version exists, and downloads the short news messages shown under the bell icon. Tick "Do not check for updates or news at startup" in Settings & License if your computer must not reach the internet on its own, for example in a facility with a strict network policy. CrossFlow then contacts GitHub only when you click a link yourself, such as "Check Latest Changelog". The change applies from the next start. You will not hear about new versions any more, so check nablast.com from time to time. "Disable Auto-Update at opening" is grayed out while this option is ticked, since there is nothing to download automatically.

Your license is not affected: it is checked with nablast.com, not GitHub (see Working without internet). Anonymous usage statistics have their own switch, described in Usage Statistics.