Something does not work as expected? Find the symptom: its likely cause in one line, what to do, and where the detail is.
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Find what you see below. Each answer gives the likely cause, what to do, and the page that explains it in full. If nothing here helps, send us the log (last section).
The picture is black
Likely cause: a channel or a grade setting hides the picture, or the pass on screen holds nothing at this frame.
Press C for full colour: R, G, B and A show one channel in grey, and A shows black where the picture is transparent.
Press Shift+Home to reset the grade (it also brings back the full colour view). Before / after, in the colour panel, shows the picture without any grade.
On a multi-layer EXR, pick another pass in the track's Layers / AOV list.
In A/B, the empty B side stays black and says Double-click or drop a plate here to compare.
A clip loaded from a tracker whose media is not local is never opened: playback skips it.
The colours look wrong: too dark, too flat or washed out
Likely cause: the input space does not match the file, or the display space does not match your screen.
Open the Color & Image tab and check Color pipeline: Input is what the file is (linear for most EXR renders, sRGB for a photograph, ARRI LogC for a camera negative), Output is your screen (sRGB on a computer monitor).
A space picked by hand stays with the clip. For a whole ACES pipeline, set the default for scene-linear sources in Edit > Preferences... > Color.
Likely cause: the remote-desktop tool did not receive the full-screen picture. Recent versions show full screen through the Windows compositor (DWM) when the workstation is driven remotely (RDP, Splashtop, Parsec, PCoIP, TeamViewer, AnyDesk), which fixes it.
Install the latest version from the download page.
With another remote tool or a screen share, tick Present through DWM (smooth screen sharing) in the preferences while you share.
Likely cause: that is the cache at work: decoded frames are kept so they play without waiting. The player never goes above its ceiling, the machine's RAM less 20% left to the system.
Lower the ceiling with RAM Limit (GB), in Edit > Preferences... > Cache & Performance, if other programs need room.
A playlist row with a red dot is a clip that alone weighs more than the whole budget: lower its resolution.
Likely cause: the player chooses how to read a file from its extension. A file without one, or whose extension is not that of its format, is not read as expected: a sequence is not grouped, a movie does not open.
Give the file the extension of its format (.exr, .dpx, .mov, .mp4...), then add it again.
Check that the format is in the formats table. A format your version cannot read is named in the Unsupported Format window. Camera RAW plays in the Windows version; Linux and macOS: coming soon.
On Windows, a path with accented or non-Latin characters opened by a double-click or from the command line may not open: a fix is coming soon. Meanwhile, open it from the player, with File > Open File or Sequence... or by dragging it in.
Likely cause: a file on a busy share or disk refused a read for a moment. The player keeps trying, and the picture stays on the last frame it could show.
Wait: after five seconds a notification names the file and the frame, then says when it reads again.
A file really shorter than its header says (a copy cut short, a render still being written) ends where its data ends, with a notification: copy or render it again.
More: the complete manual (Help > User Guide), When a file cannot be read.
I can't find my export
Likely cause: the file went to the folder shown in Save to when you clicked Export.
Open the Exports window, at the top right of the player: each export has a row, and Show in folder opens the folder of one that is done.
In the Export window, the line under Save to shows the actual file name, with <clip> and <version> replaced.
A failed export says why on its row; Retry puts it back in the queue.
Likely cause: the tracker does not accept the account, the address or a status, or cannot be reached.
In File > Tracker..., select your site and click Test: it shows the user the tracker knows, or the error.
Read the report of the Publish window: each clip says published, skipped or failed, with the reason. Dry run shows the requests without writing anything.
Only clips loaded from the connected site can be published. Statuses go through the site's Status map: check it when a status is refused.
With Finish review, nothing closes and everything stays saved when the tracker refuses: fix the cause, then Retry. What already went is not sent twice.
Likely cause: the check is off, it has not run yet, or the bar was put away with Later.
The player checks once, at launch, in the background. The bar never shows during a review session: it waits for the end of the session.
Later hides the bar until a version newer than the one offered comes out.
Edit > Preferences... > General > Check for updates at startup must be ticked. When it is greyed out, your studio turned the check off for the computer, and the box says why.
A player started by a script does not check. You can always download the latest version from the download page.
Installing an update in one click from the bar: coming soon.
A guest of my review session does not see the clips
Likely cause: a session sends the review, not the pictures: each seat plays its own copy of the clips.
The clips must be on each machine or on shared storage. A guest finds each clip by its path, then by its name; the missing ones are listed in the Session Review panel.
For a director without the player, tick Stream to remote guests in the session menu: the browser page then receives the picture. An online review does it on its own.
Send us the log: Help > Send log to the Bernard team... shows exactly what would leave the machine and sends nothing until you click Send. It then gives a report ID to quote when you write to us.