(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
If the work file or data is lost or has disappeared, please check whether the file or data remains in the save destination.
If there is no data in the folder, 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 still persists after trying all of the above, please contact our support team here.
The app won't launch
If the app is not launching, it may be resolved by resetting your tool settings for Simple Mode.
For more information, please contact our support team here.
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
If the app crashes, please refer to the below for specs required for the device using the app.
■Android
■Galaxy
If the message “The app closed unexpectedly.” please check the following page.
The app is slow
When the app is lagging, please try the following workarounds.
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 the problem persists, see the following page for more information on the recommended operating environment and how to better use Clip Studio Paint.
(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.
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 your strokes are lagging, check out the following in The entire stroke delays.
Lines appear messy, rough, or jaggy
If the lines are appearing messy or rough, 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
If the position of your marks are off or the pen pressure does not work when drawing, please check the following page according to the device you are using.
Can't log into my Clip Studio account
If you cannot login to your 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.