Version Error message displayed on startup

Last updated 2019-12-02 10:03:13 +0000

When you open VideoScribe, the software will check essential startup files that are required to run the software are available. If there is an incorrect file present, this can cause an issue. 


Symptoms 

An error message is displayed stating your software version number and prompting you to contact the support team.

Cause

This can be caused by the VideoScribe software being unable to update the cache folder or an incorrect file being present in the cache folder.

Resolution

If using a Windows Computer, follow these steps:

Step 1. Close/Exit VideoScribe

Step 2. Go to this location on a PC: 
C:\Users\yourusername\AppData\Roaming\VideoScribeDesktop\Local Store\Library

Step 3. Find a folder called 'Caches' - Delete this folder

Step 4. Now open up VideoScribe and log in - you should now be able to proceed without this error

If using a Mac, follow these steps:

Step 1. Close/Exit VideoScribe

Step 2. Go to this location on a Mac: 
\Users\yourusername\Library\Application Support\VideoScribeDesktop\Local Store\Library

Step 3. Find a folder called 'Caches' - Delete this folder

Step 4. Now open up VideoScribe and log in - you should now be able to proceed without this error

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