Troubleshooting

Help Lunacy Support determine the cause of your issue

If you run into a problem with Lunacy, don’t panic.

First of all, make sure that your OS and video card drivers are up-to-date. Faulty drivers or unstable/insider OS builds can also cause problems. Check out the list of possible fixes for common issues in the FAQ page.

If that doesn’t help or your problem isn’t in the list, you can send an error to our suppport team through our feedback form:

1. In Lunacy, select Help → Report an issue.
2. Describe the problem and attach any screenshots, files, or the malfunctioning document.

If Lunacy isn’t opening, message us through the support chat on our website, leave a post on our Community Support board, or reach out to us through our socials.

Our support team may need additional information in order to pin down the issue. In the case of a crash or freeze event, memory dump files are extremely helpful. This section goes over how to find them on different operating systems.

Important notes

Archiving memory dump files

Please archive all dump files before you send them to us. They may end up several GBs in size and placing them into a .zip archive reduces the size significantly. This also means you can upload and send over the files to us much faster.

Privacy and security

If you’re worried about the safety of any secret or sensitive information contained in memory dump files, avoid uploading the archive to unsafe servers and cloud storages:

1. Make sure to upload them to trusted, secure cloud storages.
2. Send us a one-time download link for the file.
3. Once our team notifies you that we’ve received the file, feel free to delete it from the cloud.

Windows

Logs

If Lunacy crashes or freezes, the app logs will help us investigate the issue. Before reporting a crash:

1. In Lunacy, select Help → Open App Data Folder on the menu bar to open up Lunacy’s app data folder. You can also find it using the file path: C:\\Users\\<user>AppData\\Local\\Icons8\\Lunacy
2. Open the Logs folder.
3. Sort the files using the Date modified column, find the most recent log file saved after the crash occurred, and archive it.
4. Report the crash to us in any convenient way (for example, through Help → Report a problem) and attach the archive with the log file.

Crash Dumps

In some cases, the log files won’t show any errors, but crash dump files will. By default, these files are here: C:\\Users\\<user>AppData\\Local\\CrashDumps

Just as with the log file:

1. Find the last saved crash dump and archive it.
2. Attach it to your error report.

Full Crash Dumps

If your crash dumps weigh 500MB or less, they are most likely mini dumps and may not contain information about the error. If you regularly experience crashes, you can adjust your system settings so that Windows always generates full crash reports.

The files will be heavier, but there will be more information for developers, and once there’s a fix for the recurring issues, you can revert back to default settings.

To set your system to always generate full crash dumps:

1. Press Win + R to open the Run window.
2. Type regedit in the field that appears and press OK. The registry editor will open:
3. Go to the folder Computer\\HKEY_LOCAL_MACHINE\\SOFTWARE\\Microsoft\\Windows\\Windows Error Reporting\\LocalDumps. If there’s no such folder, create it.
4. Add the global parameter DumpType, set its type REG_DWORD and the value to 2.
5. Press OK.

Read more about collecting user-mode dumps on Windows.

Freeze Dumps

If the app freezes but doesn’t crash, our team will get the most information from a process memory dump, which is a dump file for a specific process.

To generate a process dump file:

1. Press Ctrl + Shift + Esc to open up the Task manager. Alternatively, press Win + X and select Task Manager.
2. Right-click the Lunacy process and select Create Dump File.
3. Once the file is successfully created, you’ll get a notification with the file path.
4. Select Open file location.
5. Archive the file and attach it to your report.

MacOS

Logs

If Lunacy crashes or freezes on your Mac device, you can help us quickly determine the issue by providing a log file:

1. In Lunacy, select Help → Open App Data Folder on the menu bar to open up Lunacy’s app data folder. You can also find it using the file path: /Users/<User>/Library/Containers/com.icons8.Lunacy/Data/.local/share/Icons8/Lunacy
2. Open the Logs folder.
3. Sort the files using the Date modified column, find the most recent log file saved after the crash occurred, and archive it.
4. Report the crash to us in any convenient way (for example, through Help → Report a problem) and attach the archive with the log file.

Crash Dumps

When log files don’t show any errors, we may need crash dumps to further narrow down the problem. They are in the Library folder by default.

To open it:

1. Choose the Go menu, in the Finder.
2. The Library folder will appear in the menu list.
3. Open the Logs folder, then the DiagnosticReports folder.
4. Sort the files using the Date modified column, find the most recent log file saved after the crash occurred, and archive it.
5. Report the crash to us in any convenient way and attach the archive with the log file.

Ubuntu

Logs

If Lunacy crashes or freezes on your Ubuntu system device, you can help us quickly determine the issue by providing a log file:

1. In Lunacy, select Help → Open App Data Folder on the menu bar to open up Lunacy’s app data folder. You can also find it using the file path: /home/user/.local/share/Icons8/Lunacy
2. Open the Logs folder.
3. Sort the files using the Date modified column, find the most recent log file saved after the crash occurred, and archive it.
4. Report the crash to us in any convenient way (for example, through Help → Report a problem) and attach the archive with the log file.

Crash Dumps

When log files don’t show any errors, we may need crash dumps to further narrow down the problem. By default, these files are here: var/crash/

Open the crash folder, then:

1. Sort the files using the Date modified column, find the most recent log file saved after the crash occurred, and archive it.
2. Report the crash to us in any convenient way and attach the archive with the log file.

See also:
FAQs