Unable to see shortened screenshots

Hi,

It is quite unusual when a familiar feature suddenly stops working after an update. Let us troubleshoot why you are not seeing your shortened screenshots in CapCut after the recent update. Here are some steps you can try to resolve this:

Troubleshooting Steps for Missing Shortened Screenshots:

1. Verify Photo Access Permissions:

   • Ensure that CapCut has the necessary permissions to access your photos. On iOS devices, navigate to Settings > CapCut > Photos, and select All Photos. On Android, go to Settings > Apps > CapCut > Permissions, and confirm that storage access is granted.

2. Check Image Storage Location:

   • If your screenshots are stored in the cloud or a specific folder, CapCut might not detect them. Move the screenshots to your device's local storage or the default photo directory to ensure accessibility.

3. Disable GPU Rendering:

   • There can be display issues due to GPU rendering settings. To disable this:
     • Open CapCut and click on Menu > Settings.
     • Navigate to the Performance tab.
     • Uncheck the option Render interface with GPU.
     • Save the changes and restart CapCut.

4. Restart CapCut and Your Device:

   • Make sure the CapCut app is fully closed, not just minimized. Force close it if necessary (depending on your device, this might involve swiping it away from the app switcher or going into your device's settings to force stop the app).
   • Restart your phone or tablet: A simple device restart can often resolve temporary software glitches.
      
   • Reopen CapCut: After restarting, open CapCut and check if your shortened screenshots are now visible.

5. Check for CapCut App Updates:

   • App Store/Play Store: Even if you recently updated, go back to the App Store (iOS) or Google Play Store (Android) and check if there's another update available. CapCut developers release quick hotfixes after a major update to address bugs that users report.
   • Install any pending updates: If you see an update, install it and then check CapCut again.

6. Clear CapCut's Cache and Data:

   • App Settings (Android):
     1. Go to your device's Settings app.
     2. Tap on Apps or Applications.
     3. Find and tap on CapCut in the list of apps.
     4. Tap on Storage.
     5. Tap on Clear Cache.
     6. If clearing cache alone doesn't work, you can also try Clear Data (Note: Clearing data might remove some app settings or downloaded resources, so you might need to set things up again within CapCut).
   • Reinstall (If on iOS or if Clearing Data is not Recommended/Available): On iOS, or if you are hesitant to clear data on Android, uninstalling and reinstalling CapCut can achieve a similar effect of clearing out potentially corrupted app files.
     1. Uninstall CapCut: Delete the CapCut app from your device.
     2. Restart your device (recommended after uninstalling apps).
     3. Reinstall CapCut: Download and install CapCut again from the App Store or Google Play Store.
   • Check after clearing cache/data or reinstalling: Open CapCut and see if the shortened screenshots are now visible.

7. Verify Screenshot Storage Location and Format:

   • Screenshot Folder: Double-check where your device saves screenshots. Typically, screenshots are saved in a "Screenshots" folder within your device's "Pictures" or "DCIM" folder. Make sure your screenshots are still being saved to the expected location.
   • File Format: Ensure your screenshots are being saved in a standard image format that CapCut should recognize (like PNG or JPG). Unusual screenshot formats might cause issues.
   • CapCut Access to Storage: Make sure CapCut has the necessary permissions to access your device's storage or photo library where screenshots are saved. You can usually check and adjust app permissions in your device's settings under "Apps" or "Privacy."

8. Check for Settings within CapCut:

   • Import settings: Explore CapCut's settings menus (if there are any general settings or import-related settings). Look for anything related to media visibility, import sources, or screenshot handling. It's less likely, but the update could have changed a default setting.

9. Test with new screenshots:

   • Take a new shortened screenshot: Create a new shortened screenshot after trying the steps above. Sometimes, older screenshots might have become corrupted or have some issue. See if newly created screenshots are visible in CapCut.

10. Report the issue to CapCut technical support:

    • If none of these steps work, and you are still unable to see your shortened screenshots after the update, it's important to report this issue directly to CapCut's technical support team.
    • You can try to reach them via email at [email protected] or through any feedback/help options within the CapCut app itself (if available).
    • You can access the web CapCut support contact form from here.
    • When contacting support, be sure to mention:
      • You are experiencing this issue after the most recent update.
      • You are using the CapCut app (and specify if you are on Android or iOS).
      • You cannot see "shortened screenshots."
      • The troubleshooting steps you have already tried.

It is possible that the update has introduced a bug that is specifically affecting the visibility of shortened screenshots. By systematically trying these steps, you'll either resolve the issue yourself or gather enough information to provide to CapCut support for them to investigate further. Let us know if any of these steps help or if you have more details.