# Troubleshooting
## Extended Functionality 🧰
### Frame rate Cap and Bitrate Cap
The frame rate cap and bitrate cap options under the Tools menu can help improve syncing performance and sync time on lower-end systems.
### Enabling Auto-Updates
Auto-Updates can be enabled via the `File -> Preferences` menu. \
As of update, 1.0.1 automatic updates are **Disabled** by default.
## Known Bugs 🐛
### Forcing Looking Glass Studio to use the Dedicated Graphics Card
While Looking Glass Studio should automatically choose the dedicated graphics card on your system, there are cases where it is unable to do so. \
\
To force Looking Glass Studio to use your dedicated graphics card, open `Windows Settings -> Graphics Settings` and choose `Looking Glass Studio` from the drop down menu. \
\
You can find the Looking Glass Studio.exe file at the following path.
**Make sure to use the LookingGlassStudio.exe in the**** `LookingGlassStudio/app-1.x`****folder.**
{% code overflow="wrap" %}
```
C:\Users\[username]\AppData\Local\LookingGlassStudio\app-[version]\LookingGLassStudio.exe
```
{% endcode %}
### Crashes on launch
There are a few known cases where Looking Glass Studio will be unable to launch. \
\
If this happens to you, try adjusting the GPU via the above tip. \
\
If Looking Glass Studio still crashes after changing that please contact us at .
### Glitches in synced content
If you encounter glitches in synced content, please ensure that your system is using the dedicated graphics card or try adjusting the bitrate and frame rate options. If you're still encountering glitches after that, please contact us at .
### Crashes on startup in Japanese
{% hint style="info" %}
This is now **fixed** as of Looking Glass Studio version **1.1.2.** Please ensure you're running the latest version of Looking Glass Studio.
{% endhint %}
In prior versions of Looking Glass Studio there was an issue that led to a crash on startup on Windows 10 systems that use Japanese characters with Unicode in the file**-**path. We resolved this issue in Looking Glass Studio 1.1.2. You can download the latest version from our [**website**](https://lookingglassfactory.com/software)**.**
### **Portrait Photos from select Android Phones import in the wrong orientation**
This can occur due to some phones writing orientation data in a non-standard format. The easiest way to remedy this currently is to open the photo in a desktop photo viewer and save it again. This should fix the orientation meta-data and allow Looking Glass Studio to import it properly.
### Syncing Issues on AMD GPUs
{% hint style="info" %}
This is now **fixed** with the release of Looking Glass Studio **1.3.5.** Please ensure you're using the latest version of Looking Glass Studio.
{% endhint %}
In prior versions of Looking Glass Studio there were incompatibilities with AMD GPUs. Please use a version 1.3.5 or newer of Looking Glass Studio.
## Work arounds 👷♀️
### Syncing without the portrait connected to USB
If you are unable to power the portrait via the USB-C cable plugged in to your computer you can still sync to your portrait but it will take a few steps.
1. Plug the portrait into your computer but don't power it on.
2. Open the LKG drive that shows up in finder or in file explorer.
3. Copy the `LKG_Calibration` folder to the root of a separate USB drive or disk.
4. Unplug the portrait from your computer, and plug the USB-C cable into the provided power brick.
5. Ensure the HDMI cable is still connected to the computer and boot the portrait into desktop mode.
6. Open Looking Glass Studio and import your content.
7. Once you've got your content in Looking Glass Studio you can press "sync playlist." This will take some time and will write the files to the location where you copied the **LKG\_Calibration** folder to.
8. Once the files have finished syncing. Power down the Looking Glass Portrait and plug the USB-C cable back into your computer. Copy the synced files, `playlist.json` and `playlist.m3u` to your device.
9. When you reboot the device into stand alone mode you should see your holograms there.
### Syncing without HDMI connected
You can't currently sync to the Looking Glass Portrait without the HDMI connected.
### Backing up your playlists
While Looking Glass Studio doesn't have support for multiple playlists currently, you can back up playlists by copying the folder in `documents/Looking Glass Studio` and renaming it. Looking Glass Studio will only read playlist items from the `New_Playlist` folder.
### Multiple playlists on Looking Glass Portrait's stand alone mode
Official support for multiple playlists are currently on our roadmap. The following work around will explain how to switch between playlists without syncing. \
\
The playlists on Looking Glass Portrait are controlled by the *\`playlist.json\`* and `Playlist.m3u` files which are written when you sync your playlist in Looking Glass Studio.
If you want to switch between playlists there are a few ways to do this currently:
* Delete the *playlist.json* and playlist.m3u the Looking Glass Portrait will playback the files in alphabetical order.
* To switch between specific playlists you can copy the *playlist.json* and *playlist.m3u* file from your Looking Glass and save them on your computer. If you sync new content in Looking Glass Studio it will then make a new `playlist.json` and `playlist.m3u` file, which you can then replace with the old one manually via finder on mac or in file explorer on windows.
### Looking Glass Studio is unresponsive on Dell Alienware systems
Some Dell Alienware machines come with a preinstalled software called "*Nahimic*" which can mess with graphics drivers and other applications. In order to use Looking Glass applications you'll need to disable or uninstall this software. To do this you can follow the instructions here:
Click the Windows icon
* Type services
* Right click Services app
* Click Run as administrator
* Scroll down to *Nahimic*
* Right click for Properties
* Change Startup type to Disabled to stop the service
* Click Apply- OK
## Hacks 👨💻
{% hint style="warning" %}
This section is reserved for those looking to make custom modifications to their playlist files, this approach can be prone to user error, typos etc. Please use with caution.
{% endhint %}
### Manually Editing your playlist files
Part of the syncing process includes writing a ***`playlist.m3u`*** and a***`playlist.json`*** file to your Looking Glass. These files control which order your Looking Glass will load content in, and which content will be able to be played back in stand alone mode.
{% hint style="info" %}
Removing the playlist.m3u file will cause all content on your Looking Glass to play in alphabetical order.
{% endhint %}
The video player on your Looking Glass only uses `playlist.m3u` to determine the order of playback. You do not need to edit the `playlist.json` file as this is solely used to determine if holograms have already been synced.
#### `Playlist.m3u`
The `playlist.m3u` file is what your Looking Glass Portrait reads as the official playlist. It is organized in the following manner:
```
hologram1.mp4
hologram4.mp4
hologram2.mp4
hologram5.mp4
```
The playlist.m3u file is a single item per line file which refers directly to the synced/encoded holograms on your Looking Glass Portrait. To add a hologram that's already on your Looking Glass Portrait, but not present in the playlist file you must use the full file name and extension of the file. You should only point to .mp4 files encoded by Looking Glass Studio for proper playback support.
#### `playlist.json`
The `playlist.json` file allows Looking Glass Studio to read which files have been synced to your Looking Glass and determine if the files have changed or need to be synced again. It is organized as an array in the following format:
```
[
{
"filename": "hologram1.png",
"last_updated": "Wed Sep 15 12:06:40 2021",
"needs_sync": false
},
{
"filename": "hologram2.png",
"last_updated": "Wed Sep 15 12:06:40 2021",
"needs_sync": false
}
]
```
## Recovery 🧑⚕️
### *Oops I've erased all my files on my Looking Glass!*
Your hologram files are stored in two locations. The raw, uncompressed holograms are stored in `Documents/HoloPlayStudio/New Playlist.` The encoded holograms are written to your Looking Glass Portrait during the syncing process. If you've just removed the video files, hitting "sync playlist" again will re-encode them onto your Looking Glass.
If you've removed ALL the files from your looking glass, send an email to our support team (`developer@lookingglassfactory.com`)and include your device's serial number. This will be a short code on the back of the device that starts with `lkg-` *Your serial number is **not** the same as your order number.* Our support team will promptly send you a few of the important files you need on your Looking Glass Portrait, and you'll be back up and running in no time.
### *I've accidentally formatted my Looking Glass' storage drive.*
Send an email to our support team and include your device's serial number. This will be a short code on the back of the device that starts with `lkg-` *Your serial number is **not** the same as your order number.* Our support team will promptly send you a few of the important files you need on your Looking Glass.
Ensure the Looking Glass Portrait's storage drive is formatted as ***fat32*** using a different format will cause the device to not be able to display holograms.
## We'd love to hear your suggestions ❤️
You can provide us with feedback or feature requests [**on Discord**](http://look.glass/discord)!
If you're having issues with Looking Glass Studio that you weren't able to resolve on this page you can reach us at **.**