Mac

First of all, if you are experiencing a crash on Mac, the first thing you want to do is to access the crash report so that you can view it and see if it matches anything listed below. So, to locate those crash reports: 

1. Open a new Finder window
   2. Press Command-Shift-G and enter the following exactly as it's shown: ~/Library/Logs/DiagnosticReports
   3. Look for files names that start with “ProPresenter” (the naming convention is ProPresenter 6_[DATE AND TIME]_[COMPUTER NAME].crash)
   4. Open the most recent report.
   5. Scroll down to where it says “Crashed Thread”

If your program is crashing on launch and the report contains this in the Crashed Thread portion “Dispatch queue: RVRendererHelper.thumbnailQueue”, then you’ll follow the steps below to reset your Video/Image Bin playlists as there is likely a very large video or image in your bin that is causing ProPresenter6 to crash when it tries to generate a thumbnail for it. So, you’ll need to rebuild your Video/Image Bin.

Follow the steps below to reset your Video/Image Bin:

1. Close ProPresenter
   2. Open a new Finder window and press Command-Shift-G
   3. Enter the following exactly as it's shown:
   ~/Library/Application Support/RenewedVision/ProPresenter6
   4. Locate media.pro6pl and rename it to media-old.pro6pl
   5. Launch ProPresenter 6

If the program opens you can begin rebuilding your Video/Image Bin.

If your program is crashing on launch and the report contains this in the Crashed Thread portion: “Dispatch queue: RVPlaylistNode Queue” then you’ll follow the steps after the image to reset your Library Playlist file. This will clear all of your library playlists and should allow you to launch the program.

Follow the steps below to reset your playlist file:

1. Close ProPresenter
   2. Open a new Finder window and press Command-Shift-G
   3. Enter the following exactly as it's shown:
   ~/Library/Application Support/RenewedVision/ProPresenter6/Playlists
   4. Locate your playlist file (by default it is Default.pro6pl) and rename it to add “-old” to the end (for example, Default-old.pro6pl)
   5. Launch ProPresenter 6
   
   If the program opens you can begin rebuilding your playlists.

If your program is crashing and the report contains this in the Crashed Thread portion: “Dispatch queue: com.apple.main-thread”  then you’ll follow the steps below to reset your preference file. Also, if you’re experiencing a crash with anything different than these three crashed threads, we’d also recommend the steps under this screenshot.

To reset your preferences do the following:

1. Close ProPresenter
   2. Open a new Finder window and press Command-Shift-G
   3. Enter the following exactly as it's shown: ~/Library/Preferences
   4. Remove all files and folders that start with "com.renewedvision.ProPresenter6" to the desktop. (Copy the folder and files to the desktop and then delete these files out of this folder)
   5. Restart your computer (yes, this step is important!)
   6. Relaunch ProPresenter and see if you are still experiencing the same issue(s) as before
   
   ProPresenter will see that its Preference file is missing and will create a new one using default settings. If your issue(s) have been fixed then you can go through your Preferences inside of ProPresenter and make sure that they are correct for your setup.

Windows

Unfortunately, our ProPresenter6 for Windows crash reports are a little harder to read and do not contain data that narrows down the reason for the crash. Because of this, we would recommend first resetting your preference file with the steps below to resolve the issue and if that does not work, continuing to the steps below that to reset your Application Data. 

Please follow the instructions below to reset your Preferences Data file:

Close ProPresenter
Open a new File Explorer window
Copy and paste the following exactly as its shown into the path bar, then press enter: C:\Users\%UserProfile%\AppData\Roaming\RenewedVision\ProPresenter6
Select the Preferences folder and rename it to Preferences-old
Select the UISettings.pro6data file and rename it to UISettings-old.pro6data
Launch ProPresenter 6

ProPresenter will see that its Preference file is missing and will create a new one using default settings. If your issue(s) have been fixed then you can go through your Preferences inside of ProPresenter and make sure that they are correct for your setup.

Please note the application will be set back to its default state, so you may notice differences. This can be undone by removing the newly made "Preferences" folder and removing the "-old" from the folder that you renamed in step 4, and step 5.

If that does not work, continue on:
Follow these steps to reset the Support Files folder for ProPresenter 6:

1. Close ProPresenter
   2. Open a new File Explorer window
   3. Copy and paste the following exactly as its shown into the path bar, then press enter: C:\Users\%UserProfile%\AppData\Roaming\RenewedVision
   4. Rename the ProPresenter6 folder to be called ProPresenter6-old

Now open ProPresenter and see if your issue was resolved.