Why am I experiencing crashes?

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Support
  • Updated

While the app can't always recover from a crash on its own, you can perform the following checks in an attempt to solve the issue:

  • Update iOS and Splice to the most recent version.
  • Check that your device has enough available storage to complete the export. You can do so in Settings > General > iPhone Storage. Make sure you're not simply freeing up space on iCloud storage, as Splice can't use that.
  • Switch to a different internet connection. If you're using a WiFi network, try your mobile data connection, and vice versa. If you're using a VPN, turn it off and try again.
  • Check for faulty files on your timeline. All pictures and videos shot with your phone will work fine. However, the app may not recognize files from an external source, such as WhatsApp.
  • Check that all assets in the project are saved to your phone’s storage. Although assets saved to iCloud work with Splice, they might not be saved locally. If any of the project’s assets are saved on iCloud, try the following:
    • Download your assets back to your device by manually opening them in your Camera Roll
    • Turn off storage optimization on iCloud by following these steps: Settings > your name > iCloud > Photos > under iCloud Photos, select Download and Keep Originals

If none of these suggestions solves the issue, please consider removing every single media (e.g., pictures, videos, audio files) one by one. By repeating the process for all the media, you'll be able to find out the one that is causing the issue and make sure you exclude it from your creation.

Finally, you can reach out to our Customer Support team.

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