Library images will not preview or load

If library loading is languishing, we'll get you from preview problems to picture-perfect!

This error will occur when there is an interruption in the connection between the VideoScribe software and the Documents folder where the images are stored.

First of all, we suggest restarting the VideoScribe software to restore the connection.

If the library images still won't load, you have 2 options:

1. Delete the image history in VideoScribe software
2. Delete the image library from your computer
   - Instruction for Windows PCs
   - Instructions for Mac Computers

Option 1: Delete image history in the 'Add image' window.

Step 1. Open VideoScribe

Step 2. Create a new scribe

Step 3. Click 'Add an image to the canvas' (A).

Step 4. Right-click one of your recently used images and select 'Clear history' (B).

Step 5. Click the blue check (C) to confirm your selection.

If this does not solve the issue or you are unable to load the ‘Add image’ screen, you will need to delete your local copy of the image library as explained in Option 2 below (Windows or Mac).

Option 2: Delete the image library – Windows PC

Step 1. Close VideoScribe if it's open

Step 2. Go to C:\Users\[your username]\appdata\roaming\VideoScribeDesktop\Local Store\Library

[your username] refers to your PC profile name

Step 3. Delete the folder ‘Cache’ in Library.

If you cannot find the files by searching ‘VideoScribeDesktop’, click ‘Advanced’ followed by ‘Non indexed’ to find hidden files.

When you restart VideoScribe, ensure you have an active internet connection and it should download the latest libraries and load them successfully.

Option 2: Delete the image library – Mac

Step 1. Close VideoScribe if it's open

Step 2: Navigate to the following file location dependent on the version you’re running

Open Finder and select ‘Go to Folder’. 

• VideoScribe saves your projects in different locations on your Mac depending on the version you’re using. Click here for steps on how to check your version number. 
• Once your version is confirmed, copy and paste the location for the version you are using and select Go.

VideoScribe versions 3.5.2-18 and below

~/Library/ApplicationSupport/VideoScribeDesktop/LocalStore/Library

VideoScribe versions 3.6 - 3.6.8

~/Library/Containers/com.sparkol.vsd/Data/Library/Application Support/com.sparkol.vsd/Local Store/Caches

VideoScribe version 3.6.1169 & Above 

~/Library/Containers/VideoScribeDesktop/Data/Library/Application Support/VideoScribeDesktop/Local Store/Library

Step 3. Delete the ‘Cache’ folder 

When you restart VideoScribe, ensure you have an active internet connection and it should download the latest libraries and load them successfully.