Troubleshooting

Common issues and how to resolve them.

Sharing Diagnostic Info

When contacting support, please include your platform, OS version, Sunset version, and any error message you see. If you are unsure where to find logs, include the details you can and we will guide you from there.

Windows SmartScreen Warnings

Windows SmartScreen may warn that Sunset is an unrecognized app. This happens while the app builds reputation with Microsoft. To proceed:

  1. Click “More info” in the SmartScreen dialog.
  2. Click “Run anyway.”

The version available on the downloads page has been validated through Microsoft. Note that auto-update may deliver a newer build than the public download during the SmartScreen validation window.

Linux AppImage Will Not Run

AppImage files must be marked as executable before they can run:

chmod +x Sunset-*.AppImage

Smart Denoise Model Download

The first time you use Smart Denoise, Sunset downloads a model file. This requires an internet connection and available disk space. After the initial download, subsequent uses work offline.

If the download fails, check your internet connection and try again. If the problem persists, contact support with your platform and Sunset version.

Update Issues

Sunset checks for updates automatically. If you are having trouble updating:

  • Check your internet connection.
  • On Windows, the auto-update channel may deliver a newer build than the public download while SmartScreen validation is in progress. This is expected.
  • If auto-update fails, download the latest version from the downloads page.

License Activation Errors

  • Wrong email or key: Double-check both fields for typos. License keys use the format SUNSET-XXXX-XXXX-XXXX.
  • Revoked or refunded license: If a refund was issued, the license key is no longer valid. See refund policy.
  • Wrong product-year coverage: Your license covers a specific year range. Make sure you are using a Sunset version within that range. Check purchase page for current product details.
  • Network failure: License validation requires internet access. If the server is unreachable, Sunset will use a cached license if one exists.

Unsupported or Unusual Image Files

If a file does not open or displays incorrectly, Sunset may not yet support that format or camera model. Please contact support with your camera model and file format details so we can investigate.