Troubleshooting Reset

Recover from bad settings, profile problems, or stale local data.

Use this page when the app has a mysterious startup problem, crash, or strange behavior that reinstalling did not fix.

Assume the problem may happen very early while the app is loading app settings, the selected profile, or local data. In that situation, the app may close before you can open Settings, Profiles, Log, or Help inside the app.

Reinstalling replaces the app files. It does not necessarily remove user data stored under your Windows AppData folders. A bad app setting, profile file, or stale local data can therefore survive a reinstall and affect the next run.

Try these steps in order. Stop when the app starts and behaves normally again.

Before you reset anything

  1. Close the app.
  2. Keep user-created files unless support asks you to remove them.
  3. Keep log files unless support asks you to remove them.
  4. Do not rely on in-app pages being available if the app crashes during startup.
  5. If you can still open the app later, use the Log page to copy recent error entries for support.

You can open the main user-data folders even when the app cannot start:

  1. Press Windows+R.
  2. Enter %APPDATA%\[app name].
  3. Open the folder for the app version you are troubleshooting. If you are not sure, open the newest version folder.

The version folder contains app-wide settings and profiles. For example, a version folder may look like %APPDATA%\[app name]\6.1.2.0.

Step 1: Reset app settings

Use this first when the app does not start normally or the window, layout, navigation, licensing, logging, or recent-setting state seems broken.

The startup keyboard reset is the fastest settings reset:

  1. Close the app.
  2. Start the app again while holding Left Ctrl and Left Shift.
  3. Keep both keys held during startup.

The app deletes this version's Settings.json file and rebuilds app-wide settings from defaults.

This reset does not delete saved profile files, user-created files, installation files, or log files. Because license keys may be stored with app settings, you may need to register the app again after this reset.

If the app still crashes during startup, or if you are not sure the keyboard reset was detected, remove the settings file manually:

  1. Close the app.
  2. Press Windows+R.
  3. Enter %APPDATA%\[app name].
  4. Open the current version folder.
  5. Open the Settings folder.
  6. Move Settings.json to a temporary backup folder, or rename it to Settings-disabled.json.
  7. Start the app again.

Step 2: Move profile files out of the way

Use this after resetting settings when the app still crashes during startup, crashes while applying profile-backed settings, or support suspects a profile problem.

Only move, rename, or delete profile files while the app is not running. Profile files are app state, and changing them while the app is open can lose changes or leave the running app with stale profile data.

The direct profile path is %APPDATA%\[app name]\[version]\Profiles.

Use the direct path first when the app cannot open:

  1. Close the app.
  2. Press Windows+R.
  3. Enter %APPDATA%\[app name].
  4. Open the current version folder.
  5. Move the Profiles folder to a temporary backup folder, or rename it to Profiles-disabled.
  6. Start the app again.

Moving or renaming profile files is safer than deleting them. Support may ask to inspect a profile file later.

When no profile files are available, the app creates a new Default profile.

Step 3: Reinstall only after local data is checked

Reinstalling can help when installation files are missing or damaged.

If reinstalling did not help, focus on app settings, profiles, local data, and logs. Those are the files most likely to survive a normal reinstall and continue affecting the next run.

What not to delete

Do not delete user-created files, log files, or installation folders unless support specifically asks for that.

If you are unsure which folder is which, rename the folder instead of deleting it. Renaming keeps a backup while letting the app create fresh data.