Frequently Asked Questions
If you are seeing crashes in the ArtRage Android apps, you may be able to fix this by following the steps below. Android apps can crash for many reasons, such as lack of memory or corrupted data. If your crash is caused by a bug in ArtRage, we will need to know what happened when you followed these steps, so that we can find and fix the problem.
Before doing any other troubleshooting:
- Check to see if there are any updates available for the app (we may have fixed the problem already!).
- Check how much memory is available on your device (both storage and memory usage when ArtRage is active). If you do not have enough memory left, your device will shut ArtRage down to save memory.
If ArtRage crashes randomly, while starting up, or while creating or working on paintings:
Android apps can crash for a lot of different reasons, including bugs or corrupted resources in the app, operating system bugs or conflicts, and lack of memory. You may be able to fix the problem working through these steps, but if you can’t, you will be able to narrow down the cause and help us troubleshoot more effectively.
- Go to Settings > Application Manager > ArtRage and delete the cache (this will delete any unsaved work, so save your painting first!)
- Go back and delete the Settings (this will delete the licence data and personal preferences, like your last used tools and canvas size, but will not affect your actual paintings).
- Reinstalling the app is also a quick way to reset everything (again, you will not lose your paintings).
If clearing out the app data doesn’t help:
- Browse directly to the ‘/ArtRage’ folder on your device and delete or rename it (if you have any custom presets, you should rename the folder, or save them somewhere). This will clear out any corrupted resources. ArtRage will create a new folder when the app restarts.
If ArtRage only crashes when you go to the gallery:
This is usually caused by either a lack of memory or a corrupted painting. There will usually be a warning notice in the gallery itself if your gallery is too large. The fix is the same for both problems, so it doesn’t matter which one it is.
Browse directly to /ArtRagePaintings on your device and delete or rename it (this is where all your paintings are stored. You should save them somewhere or just rename the folder if you do not want to lose your files). ArtRage will create a new folder when the app restarts.
If you stop seeing any crashes, then you can copy some of your paintings back into the new /ArtRagePaintings folder to work on. If you start seeing crashes again, then either you have added too many paintings or one specific painting is causing the problem and needs to be taken back out again.
If ArtRage still crashes after doing everything else:
If you have followed all the steps above, then you probably can’t fix the problem yourself and will need to contact us.
Contact us directly via the support form. Tell us what device you are using, what operating system version, whether you have followed the steps on this page, and if you have submitted a crash report (we will need to know your device details to identify it).
If you get the option to submit a crash report after a crash, please send it. It gives us data that we can’t get otherwise. If you can spot any pattern (e.g. the crash always happens with a certain preset, painting, or action), please let us know.
My images are not recognised by the computer when I export by email
If you export a JPEG, PNG, or PTG file by email from your iPad app and the computer cannot recognise or open it properly, check the file name of the image that was sent as an attachment.
We have seen cases where the email app strips the file format from the name when attaching the file, so your computer cannot recognise what kind of file it is and doesn’t know how to open it. It isn’t our app doing it, so we can’t fix it.
This is easy to fix. If your attached file is just called “Painting”, with no file type (e.g. “Painting.jpg” or “Painting.ptg”), then just save the image to your computer and manually rename it to add the file type extension to the name.
If you can’t open your ArtRage Touch painting files, they are probably too large for the app. There is an issue with some devices with larger screen resolutions overriding the canvas size defaults – basically, they have created paintings too large for the app to re-open.
If you have a licence for a desktop version of ArtRage, then just install that on your Surface Pro (or other device), open them, and change them to be 2048×2048 pixels or less and it should solve it. The free demo will work as well, but it will save the files as much smaller paintings (maximum size is 1280×1024).
If you keep an eye on the canvas size when creating new paintings, you can manually change it down to 2048 pixels or less for width and height and avoid this problem.
The tools are not responding in ArtRage for iPad or Android
Can’t draw? If nothing happens when you draw on the canvas, it may seem like ArtRage is frozen or not working properly. However, the usual reason ArtRage is not responding to your finger is because the app is set to use a stylus only.
The easiest way to check if this is the problem is to try interacting with a menu. ArtRage will let you use the menus, but will not let you paint with a finger.
In ArtRage for Android, you can disable or enable by going to Menu > Settings > Stylus Only Mode.
In ArtRage for iPad, you can disable an active stylus by going to Menu > Preferences > Stylus Preferences.
Learn more about supported Bluetooth styluses in ArtRage for iPad.
iOS Device Tips
ArtRage is a processor intensive app that does a lot of work behind the scenes to generate realistic paint effects. This means that it is sensitive to situations where your iPad is using processor time on other tasks. In addition, if the OS detects that memory is low when you are using an app it may shut that app down without warning.
If you are experiencing any speed issues or crashing when using ArtRage for iPad or iPhone, it may help to clear out any parked applications and reboot your device (all versions).
How To Close Parked Apps:
Applications that you have run previously will not be automatically closed when you quit them, instead they are ‘parked’ in the background. Rebooting your device does not close these apps for you. While most apps should sit in the background without using too many system resources, it can help to close them if you are experiencing speed or crashing issues.
Here’s how you do it:
1. Double tap the Home button on the iPad/iPhone. This brings up the list of parked applications which scrolls from right to left.
2. To close an application, tap and drag upwards on its screen preview to drag the screen off the top. When the screen vanishes off the top, the app has been closed.
3. Repeat this process to close all applications then tap the small ‘home screen’ preview to return to the home screen.
iOS 6 and earlier
1. Double tap the Home button on the iPad/iPhone. This brings up the Parked Apps bar with all of the currently ‘parked’ apps listed.
4. Press the Home button twice to return to the normal home screen.
Rebooting the iPad/iPhone
- Press and hold down the Home and Power buttons.
- Keep holding them until the device shuts down (ignore the Power Off slider and keep holding the buttons, the device will shut down a couple of seconds later).
Note: Release the Home button as soon as the device powers down, as holding down the home button during reboot if you have a USB cable plugged in to your iPad causes it to go in to recovery mode.
- Press and hold the Power button until the device starts to reboot.
This clears out the device memory and gives applications a more stable base to run from.
The memory warning icon indicates that the OS has detected memory is low. That does not necessarily mean that the app is about to be shut down, rather it indicates that the OS is trying to clear up memory to let the app continue operating. If you see the memory warning appear on the toolbar, you can also quick save your painting if you are concerned about crashes.
Clear the memory warning icon and if it appears again shortly (especially directly after doing something that uses a lot of memory such as adding reference images or tracing images, or duplicating layers that have lots of paint in) we would suggest closing all parked applications and rebooting your iPad.
iPad App Problems
Almost all problems in the iPad app are caused by low memory. If you are seeing strange behaviour, crashes, error messages, problems exporting, problems drawing, and other difficulties on the iPad App, then you should first try closing all your parked apps.
If you do not know how to do this, then there are instructions here for the different iOS versions: How to clear out your parked apps
Eye Symbol – Hidden Layer
If you are seeing strange eye or “sickle” symbol in the middle of your screen and are unable to paint, then you are trying to paint on a hidden layer.
You can “unhide” or delete this layer, or select a different layer by going to the Layers menu down the bottom. Look for the layer you are currently on (it will be highlighted in green) and tap the little oval symbol next to the canvas preview.