I have a Problem with the Software

Silverstack doesn’t start

In case that Silverstack doesn’t launch on your computer, you can reset the preferences for a clean restart of Silverstack.

Silverstack 5, 6 and 7  have different library folders and different preferences files. Therefore a slightly different process of resetting the preferences is needed. Please refer to the different sections below depending on which version of Silverstack you are using.

Silverstack 7

This is the process for deleting Silverstack 7’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.Silverstack7.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.Silverstack7

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack 7. If you are using Silverstack Lab 7, or any other previous Silverstack version please refer to the sections below. If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

Silverstack Lab 7

This is the process for deleting Silverstack Lab 7’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.SilverstackLab7.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.SilverstackLab7

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack Lab 7. If you are using any other previous Silverstack version please refer to the sections below. If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

Silverstack 6

This is the process for deleting Silverstack 6’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.Silverstack6.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.Silverstack6

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack 6. If you are using Silverstack Lab 6, Silverstack 5 or Silverstack 4, please refer to the section below. If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

Silverstack Lab 6

This is the process for deleting Silverstack 6’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.SilverstackLab6.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.SilverstackLab6

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack Lab 6. If you are using Silverstack 6 please refer to the section above. If you are using Silverstack 4, Silverstack 5 please refer to the sections below.If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

Silverstack 5

This is the process for deleting Silverstack 5’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.Silverstack5.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.Silverstack5

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack 5. If you are using Silverstack 6 or Silverstack Lab 6 please refer to the sections above. If you are using Silverstack 4, please refer to the section below. If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

 

 Silverstack 4

This is the process for deleting Silverstack 4’s preferences:

  • Quit Silverstack
  • Create a copy/backup of the following file (optional)

~/Library/Preferences/com.pomfort.Silverstack4.plist

The Library folder is hidden by default. You can open the Library folder in Finder when opening the “Go” menu and holding the “alt” key. You will see an extra entry “Library” in the “Go” menu. Choose this entry and a Finder window will open with the Library folder.

  • Open up the Terminal application (type terminal in your spotlight or navigate within the Utilities folder of your application folder)
  • Type the following command in your terminal window

defaults delete com.pomfort.Silverstack4

  • Start Silverstack,
    now Silverstack should start as usual.

If you still experience issues, then maybe Silverstack’s library is corrupted. The article Reset Silverstack’s Library and Preferences explains how to create a new library in addition to the preferences reset.

If the problems persist, please contact our support team.

The previous instructions are for Silverstack v4. If you are using Silverstack 3, please read the article Silverstack 3: Reset Library and Preferences.

Manual Library Migration from Silverstack 5 to Silverstack 6 or Silverstack Lab 6

If you want to migrate your projects from Silverstack 5 to Silverstack 6 or Silverstack Lab 6 please refer to the article How to Manually Migrate Silverstack 5 Projects to Silverstack 6 or Silverstack Lab 6.

Manual Library Migration from Silverstack 4 to Silverstack 5

If you want to migrate your projects from Silverstack 4 to Silverstack 5 please refer to the article How to Manually Migrate Silverstack 4 Projects to Silverstack 5.

 

Silverstack doesn’t copy properly

In case you repeatedly cannot copy a camera medium with Silverstack, it could be that the source media is corrupt. You can try disabling “Source Verification” in the “More Options…” tab of the copy destination step of the offload / backup wizard.

Find more about Silverstack’s verification methods and source verification here: Checksum verification methods.

 

Silverstack hangs or crashes repeatedly

In the rare case that Silverstack hangs or crashes repeatedly, you can send automatically created reports to our support. You can do this by:

  • Choosing “Contact Support” in the “Help” menu of Silverstack.
  • Enter your personal information (name and email) so that we can get back to you.
  • Enter a short description:
    • What steps do you perform in the software that lead to the problem,
    • what happens, when you perform these steps, and
    • what you would expect the software to do instead.

In addition to your message, the form will include crash reports, log files and system information that will help our support to trace possible bugs.