Troubleshooting

No previews appear

1. Check the Explorer viewRight-click inside the folder, then View, then large or extra large icons. In list and details view Windows never shows image previews.
2. Check the Windows settingOpen Explorer, then View, then Options, then View. The box "Always show icons, never thumbnails" must be unchecked. If it is set, Windows hides every preview regardless of which program created it.
3. Restart ExplorerExplorer keeps previews in memory. Restart Windows Explorer from Task Manager and open the folder again.
4. Is the folder really added?Check in the app that this exact path is on the list. A parent folder only covers it if the subfolder depth is set high enough. Free includes exactly one subfolder level.
5. Give it time and watch the progressFor a large folder you just added, the first pass takes a while. The app shows throughput and progress so you can see it is working.

Windows warns during install

The first time an installer runs that Microsoft has not seen often yet, SmartScreen shows a warning. Choose "More info" and then "Run anyway". The background is explained under Security and signing.

Your antivirus gets involved

Some scanners inspect every file that is read. Because the preloader touches many files, that can slow preparation down considerably. If your scanner supports exclusions, add the app's installation folder and your library folders. The process stays read-only, no original file is modified.

Only certain formats are missing

If photos show up but videos do not, another program claiming the same file type is usually the reason. Check whether another preview handler or codec pack is installed and disable it as a test. If it persists, write to us with the exact file extension and a sample file.

Files on the NAS stay grey

Network drives and NAS paths are only preloaded on the Studio plan. Free and Pro deliberately leave them out because they need considerably more bandwidth and runtime than local folders.

An external drive will not eject

Request the eject in the app first. It then releases every open handle on that drive, after which it can be removed safely. That matters more than it sounds: pulling a drive out mid-write can damage preview data in progress.

None of this helps

Then write to us. Useful details: your Windows version, the file type involved, whether the paths are local or on the network, and whether the folder is listed in the app.