I got a "We are sorry, something went wrong" message, what to do?

If Loupedeck application becomes unresponsive and you see an error message displayed in the interface, please follow the troubleshooting tips below.

First Aid

  1. Close down Loupedeck application 
  2. Restart Loupedeck

If the issue persists, please re-install Loupedeck software:

  • Download Loupedeck latest software version
  • Make sure all editing apps and other programmes are closed for the next steps
  • Run Loupedeck installer
  • Once Loupedeck software installation is completed, please reboot your computer

Please note you will not lose any customised settings by re-installing Loupedeck software. Find out more about where Loupedeck profiles are located on your computer here


    Contact our support team

    If this error message keeps on appearing in Loupedeck application, please find Loupedeck logs in these locations:



    C:\Users\<user name>\AppData\Local\Loupedeck\Logs\ui_crashes\

    Note that the AppData folder might be hidden. To access it, please click on the View tab in Explorer and check the Hidden items box. 



    /Users/<user name>/.local/share/Loupedeck/Logs/ui_crashes

    Please note the .local folder is hidden and you need to press "cmd + shift + dot" to see it.


    Please contact our support team and attach the logs file to your support request. We will review the logs and provide troubleshooting tips as soon as possible.