Troubleshooting: 360 app errors

This guide lists the common problems you may see in the Spinner 360 app and how to fix each one.

1. Overlays or music don’t change

• Check that you loaded your overlays in the correct column for your video format (left column for 16:9, right column for 1:1).
• Check that the overlay is activated.
• If it still doesn’t work, delete the files from C:\DzenTech\Spinner360-VFX\Logo and C:\DzenTech\Spinner360-VFX\Intro.
• If the music doesn’t change, delete the AudioIn file in C:\DzenTech\Spinner360-VFX\Audio.

2. Videos render longer than usual

1. Check that the laptop is connected to power.
2. Select 720 instead of 1080.
3. Check that chromakey isn’t on (the top-right button is blue in the main menu).
4. Close programs that load your computer.
5. Check that your laptop is powerful enough for fast video processing.
6. Make sure it’s the processing (render time) that takes a long time, not the uploading of files.

3. Platform doesn’t spin

See this guide.

4. Platform starts spinning but stops without a command

See this guide.

5. Too many grains on the video

This happens when there isn’t enough light on the video, or there are too many dark areas in the room.

• Set the maximum ISO to no more than 800.
• Check that the render settings in the Spinner program are medium or higher (customization folder).
• Recommended settings: 720p, a 15–20 second clip, a 20 MB file (select this in Render → auto quality).

6. Error “Windows cannot find…”, “Can’t download video file” or “Can’t start recording”

1. Check that you’re using the latest version of the program (3.8). Message our managers if you have an older version.
2. Try rendering an old video with the Test button (in customization). If it works fine, you need to format the GoPro’s SD card.
3. Check that you don’t see the “Short audio” error and don’t have an effect with 0 seconds duration (if you do, change the final video duration or change the music).
4. If it still doesn’t work, press the Render button and select CPU in both fields. Press OK to save.
5. If you still have problems with the final clip, check whether a sharing program such as Mediashare is running. Try turning it off. If the problem stops, contact their support team.

7. Camera doesn’t connect

If you can’t connect to the camera by Bluetooth, open the Bluetooth settings on your laptop → Device settings → Bluetooth devices discovery → Advanced (Windows won’t see the GoPro if the default setting is chosen). See this video guide about connecting the GoPro.

1. Check that the camera’s name and password are entered correctly (GoPro button). Capitalisation matters.
2. There should be no battery inside the camera, and it should be connected to the power bank. Try disconnecting the cable from the power bank to the GoPro and reconnecting it.
3. If that didn’t work either, choose 2.4 GHz (or 5 GHz) in the GoPro settings.
4. If you have a GoPro 8, 10 or 11 Black, remember to use the Dzen Scene Controller or the mobile app.
5. Try changing the Wi-Fi adapter in the Spinner app’s GoPro tab.
6. Restart your laptop.

8. Camera keeps disconnecting

Most issues are related to correct GoPro operation. Please read this article about GoPro connection.

1. Check that your GoPro has no battery inside, charges from the power bank, has an SD card, and has no wall between it and the laptop (and isn’t too far away).
2. Check that you have the latest Spinner version (download).
3. Restart the camera by disconnecting the cable from the power bank and reconnecting it.
4. Try changing the Wi-Fi band (Preferences → Connections) from 5 GHz to 2.4 GHz (or the other way round).
5. Still not connecting? Restart the camera one more time.
6. Change the Wi-Fi adapter in the Spinner app’s GoPro tab.
7. If the camera still won’t connect, try changing the cable to the camera. You can also test this by putting the battery back into the GoPro — if it connects to the software with the battery inside, you definitely need a new cable. (A worn cable may not charge the GoPro well enough for a stable Wi-Fi connection; some cables work fine at first and then stop.)
8. If it still won’t connect, check the camera’s name and password in the Spinner app’s GoPro tab. Both fields are case-sensitive.
9. Restart your laptop.
10. If you see “Can’t download file”, reset the GoPro’s memory card: Swipe down → Preferences → Reset → Format SD Card.

9. Program freezes

We recommend using the latest version of the Spinner DzenTech program. If you use the latest version, close all other versions on the same laptop and add the program folder to your antivirus exceptions (especially with Norton). It should then work properly.

• If the program freezes when you start it or open the effects preview, colour correction tab or GoPro tab, see item 14 below.
• If it still freezes on start and you see the error “Unable to run application”, delete the entire Spinner software folder and reinstall it on the same laptop (don’t worry — your license won’t be lost).

10. Remote doesn’t work

Check that the platform is connected to the laptop and the Spinner program is running. If the stick spins from the program but not from the remote, check that:

• the remote’s USB is in the laptop
• the batteries are inside the remote
• the remote is turned on
• the hotkeys are enabled (platform, camera buttons)

If you’ve checked all of this but the remote still doesn’t work, try changing the batteries and the laptop’s USB port. Check that you see “Platform connection is OK” in the Spinner app.

11. How to set manual timing for each part of the video

Turn on manual mode in customization (bottom-left corner). After that you’ll be able to set the duration of each part of the video.

12. Error “The code execution cannot proceed because VCRUNTIME140.dll was not found”

Install the drivers from the Microsoft site: Visual C++ Redistributable for Visual Studio 2015. You’ll need both versions (x64 and x86).

If this didn’t help, download this file: vc_redist.x64.exe.

13. Videos take too long to download

1. Reload the camera.
2. If that didn’t help, format the memory card in the camera: Swipe down → Preferences → Reset → Format SD Card.
3. Change to 5 GHz (or 2.4 GHz if 5 is selected now): Swipe down → Preferences → Connections → Wi-Fi Band.
4. Stop the stick, with the camera closer to the laptop.

14. The program doesn’t show the effect preview, GoPro tab or colour correction tab

Right-click the desktop and select the NVIDIA Control Panel (you can also find it via search). Then select Manage 3D settings and choose “Auto-select” under “Preferred graphics processor”.

If that didn’t help, reinstall Windows Media Player. Guide.

15. The video freezes halfway

Check whether the archive file was recorded at 120/240 FPS. Open C:\DzenTech\Spinner360-VFX-3.7\Archive, right-click the file → Properties → Details → Frame rate. If it’s 60 or 30 FPS, change the camera setting to 120/240 FPS.

If it’s already 120/240 FPS, try moving the VFX slider and making a new video. If the new video is also frozen, delete the AudioIn file in C:\DzenTech\Spinner360-VFX\Audio.

16. The final video doesn’t play

Most likely there’s a problem with the default Windows player — we recommend installing another player, for example VLC. To change the default player, right-click your video → Properties → “Opens with” → Change → select VLC.

If that’s not the cause, check whether the app shows any of the other errors in this guide.

17. Error “Unable to run the activation because activation data in the system registry are invalid”

Please message our managers.

18. Activation key doesn’t work after the update

19. “Windows Media Player encountered a problem while playing this file”

There’s an issue with your player. You can reinstall it, but we recommend installing the free VLC media player: videolan.org/vlc. Then right-click your video → Properties → “Opens with” → Change → select VLC media player. That should fix it.

20. Error “Spinner360 error” on start — “Unable to run the application because activation data in a system registry are invalid”

If you have version 3.10, open the software folder and run the License Backup file in C:\DzenTech\Spinner360-VFX. After that, start the software as usual.

If you have an older software version, please contact our technical support.

Note

Still stuck? Email support@dzentech.store — we answer 7 days a week.