Photon 3D - Troubleshooting

Get help and troubleshoot common issues.
A film editor sitting in front of his monitor with color grading software open

Software is crashing, freezing or unresponsive

First, please make sure that your device is meeting the minimum requirements to run Photon and that Photon itself, your operating system and most importantly your GPU driver are up to date. Outdated GPU drivers can often cause performance issues. When updating does not resolve your issue please go ahead and reset your config.json

Reset config.json file

To reset the application to factory defaults can sometimes help and resolve some common issues. To do this please delete the config.json from the location listed below. This is generally safe to do as Photon will restore the file with factory defaults on the next launch. Make sure Photon is closed and not running when deleting the file.

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Applications/Photon [Show Package Contents]/Contents/config.json
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C:\Users\YourUsername\AppData\Roaming\Photon\config.json

Restart the application after you've deleted the file and see if it resolved the problem. If not please go ahead and send us your log file for further investigation.

Send log file

To help you troubleshoot any issues that can not be solved via the above suggestions please send us the log file Photon creates in the background. It contains important information about your hardware, drivers and a crash report our engineers can use to close in on the issue. You can find the PhotonLog.log file. If you can't find the file, do a system-wide search for "PhotonLog.log"

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C:\Programs\Photon\res\PhotonLog.log
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Applications/Photon [Show Package Contents]/Contents/Resources/PhotonLog.log

Send this file to us via Email and include as much information about the issue as possible. What steps do we need to take to reproduce the issue you are encountering? Include screenshots or screen recordings to better illustrate the problem.

Send Log File Via Email

Contact us

For any other issues please do not hesitate to contact our support. We will do everything in our power to help you get Photon up and running and respond in a timely manner (usually within 48 business hours). Please include as much information about the issue as possible. What steps do we need to take to reproduce the issue you are encountering? Include screenshots or screen recordings to better illustrate the problem.

Contact Support

Photon 3D

Everything you've ever wanted from a color grading interface. See colors in all dimensions and manipulate the grade by shaping it like a 3D object. Photon 3D is standalone software for color grading and LUT editing with an optional OFX Plugin for Davinci Resolve that will revolutionize the way you work with color.