To help resolve bugs and issues, please kindly . . .
- Review the list of Known Issues below before writing us.
- Allow 1-4 days for our response
- Include your email your version of PicLens, browser, and operating system.
We are working hard to optimize PicLens, and thank you for trying PicLens!
Known Issues (as of 2008/05/11)
We're currently working on providing a longer-term solution to these issues.
Getting only blank or "grey-blue boxes" and no other imagesThis can be caused by a number of reasons:
- The server or internet connection is especially slow
- The image cannot be found on the server
- A conflict exists between PicLens and another browser addon such as Customize Google or RealPlayer Browser Record
- PicLen has been installed on an unsupported operating system or browser version. PicLens supports only Windows XP SP2+, Windows Vista, and Mac OSX 10.4.11+. Supported browsers include Firefox 2.0+ (Windows and Mac), Internet Explorer 6/7, and Safari 2/3 (Mac only).
Not working on Safari 3.1 (Mac)
PicLens currently works on Safari 2.0 - 3.0.4 only, and does not yet support version 3.1. We are working on a significant update that will add many new features, including the highly lauded "3D Wall" enjoyed on our current Firefox version. Thank you for your support and patience!
Experiencing graphic distortions or browser crashes
Our newest version 1.6.2 for Firefox and IE addresses these issues. Please click the download button on our main product page to upgrade to the latest version. If you are using Windows XP, make sure you have Service Pack 2 (SP2) or higher installed.
- PicLens may not work properly on Google Images if the CustomzieGoogle add-on is also enabled on your Firefox browser.
- PicLens will work only if the RealPlayer plug-in is disabled.
Problems When Using More Than One Monitor
At this time, PicLens 1.6 does not yet easily support dual monitors. However, we are working on it and hope to have it available in the future, once we've optimized our image engine and feature set.
Flickering and conflicts with desktop widgets
Some users of popular desktop widgets such as Yahoo! Widgets, RK Launcher, and Rocket Dock report flickering or conflicts with PicLens. To resolve this, go to the options settings of the particular widget. Then, either (a) disable or deselect the option to "always display on top", or (b) set it to "auto-hide" mode.
Text Problems in Search Box
Currently, we support a variety of languages using TrueType Fonts. However, the search box only supports text input from left to right. Thus, languages which do not traditionally write from left to right cannot be typed into the search box. They can, however, be copied and pasted into the search box.
Unsual peformance issues with a Logitech mouse
Apparently, the LogiTech mouse interprets Firefox plus Piclens as a game, and thus kicks in the "disable acceleration in games" function. Solution: (1) Go to your Logitech mouse control panel and then (2) disable the option which reads "Disable acceleration in games." This can be found in the "Motion" section, under "cursor speed and acceleration" preferences.
Issues on Flickr affecting PicLens for Safari 1.5 (Mac)Some users from non-US locations report that they consistently see a prolonged spinning icon when using PicLens on Flickr. Our team is working hard to fix this in our upcoming release of version 1.6 for Safari (Mac).
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