Troubleshooting: SmartAlbums clean-up

When troubleshooting an issue that you are having with SmartAlbums, our Customer Support team may ask you to run a SmartAlbums clean-up script on your computer. This script resets certain settings, hints, recent album project lists, and cached files. Depending on whether you use Mac or Windows, please follow the steps below to run the script:

Note: This clean-up script should only be used to troubleshoot issues with SmartAlbums 2019 and above. Please only follow these steps if instructed by our support team during troubleshooting. 

Mac

1. Remove all copies of SmartAlbums from your computer (delete them from your Applications folder). Please keep your album project files.
2. Empty your Trash bin.
3. Click here to download the SmartAlbums clean-up application.
4. Double-click on the application file that you've downloaded.
5. Next, select the Apple icon on the top left side of your screen and choose System Settings > Privacy and Security > Security.
6. Click on the Open Anyway button, as seen below. SmartAlbums files will be "cleaned up" and reset.
7. Click here to download the latest version of SmartAlbums. Install the program once it has been downloaded.
8. Open SmartAlbums and see if you are experiencing the same issue as before.

Windows

1. Uninstall all copies of SmartAlbums from your computer. Please keep your album project files.
2. Click here to download the clean-up script.
3. Double-click on the downloaded script file to run the program. SmartAlbums files will be “cleaned up” and reset.
4. Click here to download the latest version of SmartAlbums. Install the program once it has been downloaded.
5. Open SmartAlbums and see if you are experiencing the same issue as before.

Note: You may see the following error message after running the script: "the system cannot find the path specified". This is normal and you can proceed with checking to see if the script was helpful after seeing that message.