← Help

Troubleshooting

The handful of things that most often trip people up, and how to fix each one. If your issue isn't here, use Help → Report a Problem… in the app.

Photos show as missing after a restart (NAS)

If your masters live on a network share (a NAS), they're only reachable while that volume is mounted. After a reboot, sleep or a dropped network the share can unmount, and photos on it show as missing until it's back.

  • Remount the share in Finder (Go → Connect to Server…), then let the grid refresh.
  • Lumidex Studio can remount known servers for you — it remembers the shares your catalogue uses and reconnects them, storing the password securely in your Keychain. Configure the keep-alive in Preferences → Network.
  • To confirm which files are genuinely gone versus just offline, run Library → Find All Missing Photos once the volume is back.

A camera won't connect for tethering

Tethered capture talks to the camera over USB, and only one app can hold that connection at a time. On macOS, the system and other photo apps often grab the camera first. If Capture shows "no camera" with the camera plugged in and switched on:

  • Quit Lightroom, Image Capture and Photos — any of them can claim the camera.
  • On the camera, if prompted, choose to allow the accessory / PC connection.
  • Unplug and replug the USB cable after quitting the other apps, then reconnect from the Capture module.
Note

So far only the Nikon D4S has been hardware-verified. Other bodies use the same generic connection path and should work, but some need model-specific handling — if yours doesn't connect, please report it via Help → Report a Problem… so it can be added. Full setup is on the Tethered capture page.

An AI tool shows a download the first time

To keep the app download small, some AI tools (such as Denoise, Super Resolution, AI Select and Lens Blur) fetch their model the first time you use them — a one-time download from our servers. After that it's cached locally and every later use is instant, with no per-use network. The model runs entirely on your Mac; nothing about your photo is sent anywhere. See AI tools.

A photo looks wrong or out of date in the grid

Thumbnails are cached for speed. If one looks rotated wrongly or hasn't picked up a recent edit, ask the app to rebuild it: select the photo(s) and use the Rebuild Thumbnails action, or Library → Previews → Build Standard Previews to regenerate a set. Develop edits refresh the grid automatically when you leave the module.

macOS won't open the app on first launch

Lumidex Studio is notarized by Apple, so it should open with no warning. If macOS still blocks it — usually after a download that stripped the signature — right-click the app in Applications and choose Open, then confirm once. You only need to do this the first time. If macOS reports the app is damaged, re-download a fresh copy from the home page rather than copying it from another Mac.

Licence and activation problems

Lost your key, or need to free a seat because both Macs are in use? Those are covered in detail on the Licensing & activation page — including deactivating a Mac and managing your seats from the web.

Still stuck

Use Help → Report a Problem… in the app to send us the details (it pre-fills your build and system info), or Help → System Info… to copy a diagnostic summary to paste into an email. Nothing is sent automatically — you review it first.