# Troubleshooting

Having problems or have questions?

You can email us here: [email protected]

Or join our Discord.

You can access the log files via the Help menu item in the main Jumper.app on macOS.

The first thing to do is try restarting the Jumper Engine via the main Jumper.app on macOS.

If you're using Final Cut Pro, you can also try restarting the Final Cut Pro Automation Engine.

Some users have reported issues with Jumper after upgrading from Final Cut Pro 10.8.1 to Final Cut Pro 11.

We are actively exploring these issues as a priority.

In the meantime, a common fix seems to be trashing Final Cut Pro's preferences after upgrading to Final Cut Pro 11.

To do this, ensure that Final Cut Pro is not running, then hold down OPTION+COMMAND on your keyboard when launching Final Cut Pro from your dock or Finder.

You'll be presented with the following alert:

Click the Delete option. This will trash/reset all of Final Cut Pro's preferences, giving it a clean slate.

If you're still having issues with Jumper after doing this, please contact support.

You can email us here: [email protected]

Or join our Discord.

Jumper will have a faster time loading media that is has already processed.

If you are experiencing slow loading times of the media table in Jumper, try creating a new Premiere project or Final Cut Pro Library where you only add a subset of media files. Process those and verify that you can search in them.

If all looks good, import another batch of media files and process those, etc.

This should almost never be required, except for our earliest beta testers.

In most cases, running the Uninstall tool will achieve the same result.

First, open Activity Monitor (by typing Activity Monitor into Spotlight) and ensure Jumper, JumperHelper and Jumper Accessibility Helper are not running.

You can select them all and click the X stop button to make them all quit:

Now open System Settings, and select Privacy & Security from the left panel:

Now select Accessibility in the right panel:

Now open your /Applications folder in Finder, and drag Jumper.app into the Accessibility list.

When you drag in Jumper.app it will toggle to ON by default. Turn it OFF, then with Jumper.app selected, clicked the - (remove) button at the bottom of the right panel.

This will remove Jumper's Accessibility Permissions.

You can now run Jumper.app again and follow the Installation instructions.

If you're STILL having issues, as a worse-case-scenario, you can reset ALL your Mac's security permissions with this Terminal command, which requires your admin password:

sudo tccutil reset All

This will reset everything - specifically:

- Accessibility
- AddressBook
- All
- AlwaysAllowedService.AppleEvents
- AppleEvents
- BluetoothAlways
- BluetoothPeripheral
- BluetoothWhileInUse
- Calendar
- Calls
- Camera
- ContactsFull
- ContactsLimited
- DeveloperTool
- ExposureNotification
- ExposureNotificationRegion
- FaceID
- Facebook
- FallDetection
- FileProviderDomain
- FileProviderPresence
- FocusStatus
- GameCenterFriends
- KeyboardNetwork
- LinkedIn
- ListenEvent
- Liverpool
- MSO
- MediaLibrary
- Microphone
- Motion
- NearbyInteraction
- Photos
- PhotosAdd
- PostEvent
- Prototype3Rights
- Prototype4Rights
- Reminders
- ScreenCapture
- SensorKitAmbientLightSensor
- SensorKitBedSensing
- SensorKitBedSensingWriting
- SensorKitDeviceUsage
- SensorKitElevation
- SensorKitFacialMetrics
- SensorKitForegroundAppCategory
- SensorKitKeyboardMetrics
- SensorKitLocationMetrics
- SensorKitMessageUsage
- SensorKitMotion
- SensorKitMotionHeartRate
- SensorKitOdometer
- SensorKitPedometer
- SensorKitPhoneUsage
- SensorKitSoundDetection
- SensorKitSpeechMetrics
- SensorKitStrideCalibration
- SensorKitWatchAmbientLightSensor
- SensorKitWatchFallStats
- SensorKitWatchForegroundAppCategory
- SensorKitWatchHeartRate
- SensorKitWatchMotion
- SensorKitWatchOnWristState
- SensorKitWatchPedometer
- SensorKitWatchSpeechMetrics
- ShareKit
- SinaWeibo
- Siri
- SpeechRecognition
- SystemPolicyAllFiles
- SystemPolicyDesktopFolder
- SystemPolicyDeveloperFiles
- SystemPolicyDocumentsFolder
- SystemPolicyDownloadsFolder
- SystemPolicyNetworkVolumes
- SystemPolicyRemovableVolumes
- SystemPolicySysAdminFiles
- TencentWeibo
- Twitter
- Ubiquity
- UserAvailability
- UserTracking
- WebKitIntelligentTrackingPrevention
- Willow

This should only ever be run as a last resort, as you'll manually have to accept all your permissions again as if your computer was a fresh install.