(Galaxy/Android) What steps can I take to troubleshoot?
Actions you should try first
If you are having trouble with the app, please try the solutions below in the order listed.
・Restart the app
・Restart the device
・Check how much open storage you have on your device
・Check your internet connection
・Check system requirements*
*Please check whether the memory, OS version, etc. of the device you are using is supported here.
If the problem persists after trying all of the above, please try the following according to the issue you are experiencing.
Artwork or data is lost or has disappeared
Check to see if the files or data remains in the save location.
If there’s no data in the save location
Refer to the following page to see if the data was saved as a back-up on the Clip Studio cloud.
If Clip Studio Paint force quits on a tablet, it will automatically restore the canvas on the next startup.
See how to set it up here
If the problem persists after trying all of the above
Please contact our support team from here.
The app won't launch
This may be resolved by resetting your tool settings for Simple Mode.
For more information, please contact our support team here.
To prevent your settings from being reset unexpectedly, please contact support before proceeding.
Unable to open the file
If the following occurs when trying to open a cmc file or clip file, the data may be corrupted.
・You see an Unsupported file format. message
・The file loads indefinitely
・ The application crashes
In this case, please check the backup file with the following methods.
The app crashes
Please refer to the pages below for the required device specs to use the app.
■Android
■Galaxy
If you see the message “The app closed unexpectedly.”
Please check the following page.
The app is slow
Please follow the steps below:
Note: Please save and then close any canvases that you are currently working on before attempting the workarounds.
If you have other apps open, please close them.
・Clear History
・Reduce Undo levels
・Reduce the canvas size
・Adjust layers
・Restart the app and device
・Adjust the Start frame and End frame (for animation projects).
See here for details on how to execute each of these operations.
If things don’t improve
Refer to the following page, and go to Preferences > File > uncheck Save recovery data for every operation, and see if there’s improvement.
You can also see the following page for more information on the recommended operating environment and how to better use the app.
(Galaxy) I can’t install the app
Clip Studio Paint for Galaxy can only be installed on supported devices.
Please check the following page if your device is supported.
Unstable drawing
If there is a problem with drawing in the app, check the following based on the issue that you are facing.
All strokes are delayed
Refer to the following page, and go to Preferences > File > uncheck Save recovery data for every operation, and see if there’s improvement.
It lags when you draw
If the delay occurs at the end of the stroke when lifting the pen from the tablet, go to the Performance and set Undo levels to 30 or below.
If the problem persists, set Undo interval between actions to 0.
If all strokes are delayed, please refer to the section titled “All strokes are delayed” on the following page.
Lines appear messy, rough, or jaggy
Check the page below and check your Zoom In/Out and Anti-aliasing settings.
When drawing coordinates are offset and no pen pressure is detected
Please check the page that applies to you:
Can't log into my Clip Studio account
Please check your email address and update your app.
Can’t download materials
Please check the following if you have problems downloading materials from Clip Studio Assets.
If the problem persists
If the problem persists after trying all of the above, please contact our support team.
Contact
Celsys User Support
・ E-mail: support@celsys.com
・ Please add “EN-FAQ-20230059” to the subject line.
If you can include app diagnostic information in your support inquiry, we will be able to assist you more easily.