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How to report a problem if After Effects freezes?

After Effects can freeze. How do I know if After Effects is frozen? Your mouse cursor is spinning or loading indefinitely.

Or the After Effects window might become white indefinitely

Contact a live support chat to see if it’s a common issue or you can send us memory dump files right away. This article explains where you can find memory dump files.

For Windows

Open the Task Manager (Press Ctrl+Alt+Delete – Start Task Manager) – Details tab and search AfterFX.exe

If you do not see a Details tab, go to the Processes tab. Right-click on the AfterFX.exe and select Create dump file.

For macOS

  1. Open Activity Monitor.
  2. Select the target process.
  3. Click on the gear icon in the top left.
  4. Select “Sample Process” from the appeared menu.

You will see such window:

It will display detailed info about the process:

Zip the file and send it to our developers

Upload a file to any online storage service (eg. Google drive) and make sure the link is public. Share the link with the support team.

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