In order to investigate the problems, sometimes collecting logs is required.
Logs do not collect the information that might identify your personal information, they only register the steps made by the software.
If you have Windows OS:
Please, go to %AppData% in file explorer:
Find your Movavi program, find and run the file named VideoEditorLog.CMD or VideoEditorPlusLog.CMD.
When the application launches, reproduce the issue, then close the program and follow the next steps.
Then, please download the program log collector file at the following link:
https://u.pcloud.link/publink/show?code=XZ2AVJVZChqn6DSNwVBwLOxRrdXerVRrgxsV
Launch the collector and wait for the information to be collected.
After the process is finished, you'll get the archive file with 7z extension, please send this file to us.
If you have MacOS:
Launch MovaviExtendLog.app file from the archive.
After that launch the program and try reproducing the issue you faced.
If the problem still arises, please download the log collector utility: https://cdn.movavi.com/dl/support/get_movavi_logs.zip
Launch the utility and wait for the process to finish.
After the log collection process is complete, a small window will appear and display a path (folder) to the log file.
Please send the created log file to us.
After that please restart your Mac.