opens app on windows 10 and all I get is a blank black screen

6 years ago • 1

This app used to work with my iPhone and Windows 10 computer but now all I get when I try to launch in on the desktop is a black box. I have checked and I have the latest version of Adobe Air. I have uninstalled and reinstalled the desktop version 4 times but nothing changes. What else can I do?

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7 years ago

Dear Lorraine,

Thanks for contacting us and sorry you are having issues with the app. We had another customer who was having the same issue with a black screen and he actually figured out that he needed to delete some files and re-install adobe air:

"I fixed it...I uninstalled Adobe Air again and looked at where it stored files (C:\Users\Dave\AppData\Adobe\Air) ...under the “ELS” folder there were several items which I deleted as well as in the CRLCache....I was able to do this since I wasn’t using any other programs that used Air. After deleting all that, I re-installed PhotoTransferApp and it installed Air and then itself and now everything works again! "

Can you try looking under "C:\Users\<YOUR USER>\AppData\Adobe\Air and delete the 'CRLCache' folder and the ELS folder? (It can also be under "C:\Users\<YOUR USER>\AppData\Roaming\Adobe\Air") Then try again installing our app and hopefully that works!

Let me know if this helps.

Kind regards,

Enrique

Customer support service by UserEcho