Follow the recommendations below in the order in which they’re listed until you've isolated or fixed your issue. Before proceeding, make sure to back up your important files, including projects, media, and the version of Motion that you’re updating.
1. Restart your Mac
Restarting your computer resets Motion-related system resources. To restart your Mac, choose Apple menu () > Restart, then reopen Motion and try to reproduce your issue.
2. Disconnect external devices
An incompatible or malfunctioning external device can sometimes cause issues with Motion. To test external devices:
- Shut down your Mac.
- Disconnect all external devices other than your keyboard and mouse.
- Reset NVRAM. You only need to do this the first time you disconnect external devices.
- Open Motion and attempt to reproduce your issue. If your issue no longer occurs, reconnect devices one at a time until you can reproduce your issue. Make sure to restart your Mac after reconnecting a device, if required by the device.
If the issue only occurs with a certain device connected, you might need to update or service the device. Contact the manufacturer for support.
3. Check documentation
Check Motion 5 Help to make sure Motion is working as expected. You can search Motion Help for key terms shown in alerts or error messages.
4. Check system requirements
Make sure your Mac meets Motion system requirements.
5. Make sure Motion is up to date.
Before installing a Motion update, make sure to back up your important files, including projects, media, and the version of Motion that you’re updating. This allows you return to the previous state your files and the application were in if updating does not address the issue.
To make sure you're using the latest version of Motion, choose Apple menu () > App Store, then click Updates in the toolbar. If an update is available, you can click the Update button to download and install it.
6. Verify installation of Pro Video Formats
7. Check media and device compatibility
Make sure you’re using a compatible media format, device, and external storage device format. Contact the manufacturer of the device(s) for support. If a software update for the device is available, follow the manufacturer's instructions to update firmware for devices like cameras and external storage devices, or to update drivers for devices like interfaces.
8. Check software compatibility
If you're using a plug-in or other software not made by Apple with Motion, make sure it's compatible with your version of Motion. Contact the manufacturer for support. If an update is available, follow the manufacturer's instructions to update the software.
9. Try using another user account
Open Motion in another user account on your Mac. Logging in as another user can help you figure out if unexpected behavior is related to a specific user's settings or files.
10. Test with a new project
Create a new project and try to reproduce the issue using known-good media, which is media you've used successfully in other projects. If you can't reproduce the issue using known-good media, the issue might be related to the media in the affected project. Obtain new copies of the media from the original source.
If you don’t have known-good media available, you can create some using Motion Supplemental Content and exporting it as a QuickTime movie.
You can also try to reproduce the issue using media from the affected project in the new project.
11. Reset Motion preferences
Resetting preferences doesn't affect your projects or any media in your projects. However, any custom preference settings will be reset to their default settings.
Before resetting preferences, choose Motion > Preferences and note any specific settings you've made. That way, after resetting preferences, you can go back and reapply your custom settings. For information on different preferences, see the Motion preferences overview in Motion Help.
To reset preferences in Motion 5.3 or later:
- Quit Motion.
- Hold down the Command and Option keys, then open Motion.
- Click Delete Preferences.
- Try to reproduce the issue you were experiencing. If the issue no longer occurs, open Motion preferences and reapply your custom settings.
12. Remove and reinstall Motion
To remove and reinstall Motion:
- In the Finder, choose Go > Applications.
- Locate Motion and drag it to the Trash.
- Reinstall Motion from the App Store, or restore it from a backup. When restoring a copy of the Motion application from a backup, you can either drag it from its storage location to your Applications folder or restore Motion from Time Machine backups.