MacOS desktop client file scanning issue

dratwa

Hi guys,

I enjoy your app very much especially the easy setup of the AirScreen via the MacOS desktop app.

Since I updated to macOS Monterey (any beta version...now beta 5) the desktop app is not serving the video files correctly anymore. Now when adding new files or folders the app scans but in most cases then skips to the next video (from 100 files maybe 3 get recognized and can be played on my VR). Re-installing the app, deleting the cache or adding files separately don't have any effect.

My config:
-macOS Monterey Beta5
-MacBook Pro 15inch 2018
-Oculus Quests2

Thanks for investigating
Dieter

Lucy

dratwa
Hi there,

Please follow the steps below to troubleshoot:

Open Terminal on Mac
Input command:
cd “/Users/[User Name]/Library/Application Support/SKYBOX/data"
to enter the directory ([User Name] is the current user's name that you login)
Then use command
open .
to open the folder in Finder
Delete file cache.dat
Unload and reload SKYBOX on your Mac

If it works, then next time please do not put too many videos or videos that are larger than 10GB into SKYBOX client.
It's out of its capability and we're working on the improvement at the moment.

Hope it helps. Feel free to contact us if you need further help.

Best,
Lucy

Lucy

Richard7

dratwa

Hi friends,

It’s not a known issue. To troubleshoot, please send us the log file at contact@skybox.xyz.

The log file is located in /Users/[Current User]/Library/Application Support/SKYBOX/app.log.

The Library folder cannot be directly accessed from Finder. You can try these steps to find the log file.

Open Terminal on Mac
Use command "cd /Users/[Current User]/Library/Application\ Support/SKYBOX/" to enter the directory([Current User] is the current user's name that you login)
Then use command "open ." to open the folder in Finder
Then you should find the “app.log".

Looking forward to your reply.

Best regards,
Lucy

Richard7

Lucy
Hi,
I’ve the same problem since updating my MacOS to Monterey (now beta 12.0). Most of video files is no longer recognized by SKYBOX. Tried the recommended solution but it’s not work for me now. Looking for further help. Thank you.

Regards,
Chak

Richard7

Lucy Thank you for your concern. I’ve sent the ‘app.log’ file today.

Regards,
Chak.