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Troubleshooting
Something weird or wonky going on? We've got you covered.
Current Version and System Requirements
Do I have the current version? What are the system requirements? It's always best to be running the most current version of Scriptation, since we regularly make improvements to the app. You can always check which version you are running by tapping on the File Browser. Then on the bottom of your screen, next to Settings, the Version information is displayed. ![](https://storage.crisp.cha
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How do I cancel or unsubscribe from Industry Pro?
Here's how to cancel your subscription. From any Apple device, you can manage your subscriptions and billing from within your App Store profile. iPad / iPhone Open the App Store app. Tap on Your Profile Photo in the upper right-hand corner. Tap Subscriptions. Under "Active" Subscriptions, tap Scriptation. ![](https://storage.crisp.chat/users/helpdesk/website/60818aee
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I purchased Industry Pro. How do I activate it on all of my devices?
Why don't my Industry Pro features work on my other devices?
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What is a Flattened PDF?
What is a "Flattened" PDF? A Flattened PDF is a file where the contents of the PDF are no longer recognizable as individual parts, so the Scriptation algorithm (or any PDF program) isn't going to be able to recognize ANY text in the file. This often happens with scanned files, and with some watermarking programs.
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My iCloud isn't syncing properly
My iCloud isn't working correctly. Help! Before troubleshooting iCloud connectivity, please make sure that your files are physically inside the iCloud folder. Anything under the On my iPad / iPhone heading is completely local to that device only, and will not sync to iCloud. To use iCloud, copy your files and folders into the iCloud br
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I accidentally deleted my script. Help!
I accidentally deleted a file or folder with all of my notes. Now what? While Scriptation takes automatic saving and cloud sync very seriously, if a file/folder is manually deleted, outcomes will vary depending on device and storage location. iPad & iPhone If the file or folder was stored on... Dropbox: Login to Dropbox.com and chec
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How do I avoid conflicted copies with multiple devices of my own?
How do I avoid conflicted copies while working across multiple devices? Scriptation is designed to work on files between your iPad, iPhone, and MacBook/Desktop, but if you are working in the same file on more than one device at a time, sometimes "conflicted" copies arise. A "conflicted" version is created when two devices make changes to a file simultaneously. When the file uploads back
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The Pen tool keeps overwriting my notes!
My script and notes are being overwritten. Help!
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What if I have the legacy Windows Scriptation app, but other Apple devices?
What if I have the legacy Windows app, but an Apple iPhone, iPad or Macbook? Scriptation for Windows was sunset on March 1st 2021. Microsoft Windows users can continue to use the legacy app on devices that already have Scriptation for Windows installed. However, to access Scriptation on new devices, you will need to download the Apple version for iOS, iPadOS or macOS. To share files between all of your devi
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How do I reactivate my cancelled subscription?
Welcome back! Here's how you reactivate an expired or cancelled subscription. On any Apple device, you can access all of your expired or cancelled subscriptions from your profile within the App Store. iPad / iPhone Open the App Store app. Tap on Your Profile Photo in the upper right-hand corner. Tap Subscriptions. Under "Expired" Subscriptions, tap Scriptation. ![](h
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Unable to Display Document message? Here's how to recover your file.
I have an "Unable to display document" message. Now what? Mac _The document couldn't be accessed _message is caused by a change in macOS 12.3 affecting Dropbox and OneDrive file storage. In the release notes for the update, Apple confirmed that it has deprecated the kernel extensions
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I did the Note Transfer wrong. Help!
Don't worry, all of your notes are still there. When you perform a Note Transfer, Scriptation automatically adds an additional layer with the notes that were just transferred, so it's easy to reverse and recover from a mistake. I accidently transferred notes from New Script to Old Script Go to your Old Script, and tap the Layers icon in the Top Toolbar. ![](htt
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I'm getting an Invalid Receipt error message. Help!
I'm trying to activate Industry Pro, and I'm getting an Error: Invalid Receipt message. Help! First, let's check that your device is connected to the internet, and is running the most current version of Scriptation. For the current version details, plus instructions on how to update, click here. Next, try powering off / on the device t
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Why aren't the Annotation tools recognizing text in my script?
Having issues with script text being recognized? Are text marking tools not working? You may have a "flattened" PDF. A Flattened PDF is a file where the contents of the PDF are no longer recognizable as individual parts, so the Scriptation algorithm (or any PDF program) isn't going to be able to recognize ANY text in the file. This often happens with scanned files, and with some [watermarking](/en/article/how-does-scriptation-handle-w
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How to Delete and Reinstall Scriptation
How to perform a clean installation of Scriptation Doing a fresh installation of Scriptation should be the last resort to resolve any ongoing issues. Below is a step by step guide for Apple devices. iPad / iPhone
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How should my script be formatted?
Scriptation is optimized for industry standard formatting. What does that mean? Scriptation was originally built for TV and Film, and is optimized to read standard single-cam and multi-cam script formats. While you can open and annotate ANY PDF file in Scriptation, with some script formats or documents like musical scores, schedules, ROS, and contact sheets, some features like Actor Highlight may not work as reliably. Want to create a script from scratch that's optimized for S
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How to Redeem a Promo Code or Gift Card
Here's how to redeem an App Store Gift Card or Promo Code for Scriptation. iPad / iPhone Open the App Store app. At the top of the screen, tap your photo, or the sign-in button. Tap Redeem Gift Card or Code. If you don’t see “Redeem Gift Card or Code,” sign in with your Apple ID. Learn what to do if you forgot your Apple ID. Tap **En
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I can't find missing notes. What can I do?
Have some of your annotations disappeared? Here's how to recover lost notes. We know that saving every single marking on your script is really really important. This is why we have automatic saving on iPad / iPhone, and continuous back-up creation on Mac. However if you find that some of your notes have mysteriously vanished, here's some steps you can take... Close all tabs in Scriptation, and update in the [App Store](https://apps.a
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I have the 3-year Personal License, and it isn't working on my new device.
I purchased the 3-year personal license, and it isn't activating on my new device. The 2019 Winter Promotion for a three year Personal License included activations for 3 devices: one iPad, one iPhone, and one Mac. To activate a new device, follow the instructions below. Should you need to deactivate another device first, scroll down. New Device Activation At time of purchase you would have received a receipt email that includes your License Key. With those details in hand, open
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How do I see my whole script page?
Learn how to make your full script page visible without any toolbars in the way After opening a script and starting to take notes, script header information, such as page number or scene number may sometimes be hidden by the Top Toolbar, Annotation Bar, and [Thumbnail Bar](/en/article/how-do-i-adjust-or-disable-the-thumbnai
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How is the legacy Windows version different from Scriptation for Apple?
What are the differences bewteen the legacy Windows version, and Scriptation on Apple devices? The legacy Microsoft Windows version of Scriptation came loaded with only three basic tools. Annotation Tools Actor Highlighting Note Transfer On Apple, users also have access to these additional FREE tools. [Layer
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How do I check my subscription status?
Looking to access your account details? Here's how to do it. On any Apple device, you can access all of your app subscriptions and billing information from your profile within the App Store app. iPad / iPhone Open the App Store app. Tap on Your Profile Photo in the upper right-hand corner. Tap Subscriptions. Depending on your Subscription status, Scriptation will either b
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Camera photos aren't saving to Photo Library. Help!
Why do photos taken with the in-app Camera feature not save to Photo Library? While using the Camera icon on the Annotation Toolbar, photos taken from within the app are instantly imported into Scriptation. In some cases this ease of use is an ideal time saver, but it's important to understand that these newly taken photos do not save to the device's Photo Library. This is due to operating system restrictions, and is an is
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Where can I find my subscription's purchase receipt?
I purchased Scriptation but can't find my order receipt to submit for reimbursement. Many productions will reimburse individual subscriptions to Scriptation. Here's how to track down your receipts. Search in your Email client for: Subject Line: Your receipt from Apple From: no-reply@email.apple.com Can't find the Email? Here's how to find the re
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I'm having trouble with Text Boxes on Mac
I'm having issues with Text Boxes on Scriptation for Mac When working with Text Boxes and Sticky Notes, there are a few challenges that users sometimes face on Mac. Creating the Text Box After selecting the Text Box icon and clicking onto your document, a text field should be created. If this is not
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How to Restore an Earlier Version of your file with Dropbox
How to use Dropbox's Version History to restore an earlier version of your file. By using Dropbox for cloud sync, you automatically are taking advantage of version controlled saving. Each and every time a file is saved with Dropbox, a separate restorable version is created which can be accessed later. For most Dropbox acc
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How do I avoid conflicted copies with my team?
How do I avoid conflicted copies while collaborating with my team? If multiple users are actively working in the same file within a shared folder, a "conflicted" version of the file will soon appear. This is because if two users have the file open at the same time, and both make changes simultaneously, when the files upload back to the cloud, the two copies will not match. Scriptation (along with all other PDF annotaters) isn't able to offer real-time collaboration on PDFs files, in the sa
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Why didn't my marker Highlights transfer to my new draft?
I used the marker to Highlight, and my highlights didn't transfer properly to the new draft! Help! You may have a "flattened" PDF. A Flattened PDF is a file where the contents of the PDF are no longer recognizable as individual parts, so the Scriptation algorithm (or any PDF program) isn't going to be able to recognize ANY text in the file. This often happens with scanned files, and with some [watermarking](/en/article/how-does-script
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I'm accidentally erasing my notes with my palm or Apple Pencil.
Accidentally erasing your notes? A quick settings adjustment will solve the issue. When using the Apple Pencil, users have occasionally found themselves accidentally erasing notes with their pencil or hand. To manage pencil settings, head over to the Apple Settings icon, and tap Apple Pencil. Under "Double Tap": Select OFF. For "Only Draw with Apple Pencil": Toggle ON.
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How do I get Actor Highlight to work on Sides? Lock mode.
Using Lock mode to enable Actor Highlight on Sides To better understand Sides, it's first helpful to know how Scriptation interprets pages. There are 2 kinds of pages: Native: Official script pages, in their imported order. Inserted / Added: User created pages, such as Sides, [Facing Pa
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Why did my files automatically close?
Why do files automatically close (sometimes) when Scriptation is not being used? If files were previously open, and then you returned to Scriptation after not using the app for some time, occasionally those files will have automatically closed. While it appears that Scriptation has reset itself, what has actually happened is a reallocation of RAM (random access memory) by the device. In other words, if a device is running low on memory resources and Scriptation goes into the "background"
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What happens if I take a break from my subscription?
What happens to my files if I want to take a break from Scriptation? If you are an Industry Pro user, we understand there are times you might want to take a break from your monthly subscription by unsubscribing in the App Store. Here's a rundown of what happens with your app during a break in subscription service. Access to Files All local
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My app is running slow. What can I do?
My app feels like it's running slowly, or with a lag. What can I do? Scriptation works in collaboration with Apple's operating system to create the best possible experience given your device's available memory. Even though Scriptation is capable of handling pretty large PDF files (100+ MB), with multiple scripts and other applications open simultaneously, performance can sometimes slow down. This happens because the operating system throttles the speed of the device to avoid overheating.
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Why don't I have Live Layers?
Why don't I have Live Layers? Live Layers is a powerful new feature which allows users to instantly share Layers within a Scriptation Team or Team Studio group license package. Live Layers is unfortunately not available on Industry Pro subscriptions. Why? The technology p
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iCloud disabled message? Here's how to enable.
I've got an "iCloud disabled" message. How do I get iCloud to work? This message occurs when Scriptation's integration with iCloud Drive is turned off. Here's how to reenable it. Close Scriptation, and tap the Apple Settings menu from your device's home screen. ![](https://storage.crisp.chat/users/helpdesk/website/60
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I experienced a crash. What can I do?
If the app crashed, we want to know! We take pride in Scriptation being a stable and thoroughly tested app, but every so often a crash happens. If possible, try to repeat the issue and take a screen capture video showing the actions that led to the crash. Then upload that video to our Secure Upload Portal, letting us know any pertinent information such as version, operating system, device, and where your files are stored. Everything will be kept
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How to restore your device from iCloud backup
How do I restore my device from an iCloud backup? If you are missing data, perhaps through deleting the app, local folders, or individual "On My iPad / iPhone" files, the only way to potentially recover those documents is by restoring your entire device from an iCloud backup.
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My iPad broke! Are my files backed up?
How can I access my files from a broken device? If a device breaks, the ability to access files and folders depends on the storage location that was being used. Cloud: If files were stored in Dropbox, Google Drive, One Drive or iCloud, then they can be accessed from other devices that are logged into those accounts, or the respective web portals of each cloud provider. Local: If files were st
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My script is jumping pages. What can I do?
My script accidentally jumps to different pages. What can I do? The most common cause for unwanted page jumps is from accidental taps (with fingers or palms) on the bottom thumbnail bar. To temporarily hide the Top Toolbar and Bottom Bar, a single tap on the script page will make them disappear. A second single tap will make them appear again. f you find that you want to change the style of the bottom bar to a smaller interface, or
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No Native Pages Detected message? Here's what to do next.
I've got a "No Native Pages Detected" message. What does that mean? To better understand why this message appears, it's first helpful to know how Scriptation interprets pages. There are 2 kinds of pages: Native: Official script pages, in their imported order. Inserted / Added: User created pages, such as Sides,
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My cloud sync isn't working across devices. Help!
My iPad / iPhone and Mac are not syncing. What can I do? If you've already read the setup instructions for Dropbox, Google Drive, OneDrive, or [iCloud](/en/article/how-do-i-sync-with-icloud-cloud-storage-diyrsv/
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How can I share my file with Scriptation's Support team?
How can I easily share my file with Scriptation Support? There's a few different ways to send a file to the Support team for troubleshooting. Please understand that we take file security and data privacy very seriously. All files are deleted upon resolution of the issue. Email attachment For smaller files (under 10MB) The easiest method is using the
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Transfer put my old script in the back of my new script? Help!
I did a note transfer, but my old script is now at the end of my new script. Don't worry, this one's an easy fix! Perform the Note Transfer again, initiated from the new script - and be sure to keep the Collate Pages toggle OFF.  are now blank. Annotations which had previously saved have disappeared throughout the document. In the Page Maker, some pages are displayed with the Ø symbol. When
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My keyboard is tiny. Help!
Stuck in the tiny keyboard? Don't worry, it's an easy fix. On iPadOS, Apple offers a small floating keyboard for a feature called Swipe-to-Type. However, it's easy to disable this. First, exit Scriptation, and update here. We've since resolved an issue that caused unwanted transitions to the floating keyboard.
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Does Scriptation offer phone support?
Does Scriptation have a phone number for technical support? Scriptation does not currently offer phone call or text support. Instead, we use our limited resources to be available over email during business hours Pacific Time. To solve the most common issues, please use the search function above for access to over 250 articles and troubleshooting guides, available anytime. If you're not able to resolve your issue with the Help Desk, use the "Send us an email" button below. We look forward
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My pages won't turn with Curl. Help!
Pages not turning with Page Curl? Try turning off Extended Zoom Out. Tap the File Browser. At the bottom of the window, tap Settings. From within the Preferences heading, toggle off the switch for Extended Zoom Out. This will enable the Page Curl transition. ![](https://st
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Note Transfer placed one script at the end. Help!
Note Transfer arranged my scripts one in front of the other! If you've done a Note Transfer, but ended up with one of your scripts appended at the end of the other, it's easy to get back on track. If transferring Full Script to Full Script, follow the step-by-step guide to Note Transfer, and be sure to keep Collate Pages toggled off. ![](https://storage.crisp.chat/users/helpdesk/website/60818aeea8717000/img581ff696e4cb-1_h0ea1y.jp
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My Mac app crashes when opened. How do I fix?
Instant crash on Mac? Here's how to reset the app. If you are experiencing an immediate crash when opening Scriptation for Mac, there is likely an issue with one of the files in the Recent Files list. Here's how to resolve. Open a Finder window. Press cmd + shift + g, or go to the Top Menu, and click Go > Go to folder. In the dialogue box, copy/paste the following: ~/Library/Containers/com.scriptation.Scriptation-Studio (with the ~/ symbols in the beginning inclu
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Why are my Highlights different across devices?
Why are my Actor Highlights different colors on different devices? If your Actor Highlights are appearing in different colors across different devices, here's what you need to know... Custom Color Presets were added in Scriptation version 4.1.3. If any of your devices are running an earlier version of Scriptation, please update here. Cust
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I have a conflicted copy. What do I do now?
I have a conflicted version. What do I do now? What happened? A "conflicted" copy is most commonly created under these three circumstances. When two devices make changes to a file simultaneously When a file is left open on one device, and then edited on another When the cloud provider experiences a temporary sync issue and does not properly sync changes In all of these cas
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My Dropbox files are missing. Help!
No files displaying in your Dropbox? Update now. Dropbox recently made a change regarding user authentication, eliminating the long-term access previously granted by the single sign-on process. As a result, with many apps including Scriptation, users are experiencing issues with Dropbox, including files or folders not appearing. To restore your Dropbox directory, **please update Scriptati
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