Technical Support

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 2008/07/06)

We're currently working on providing a longer-term solution to these issues.

Audio and video are out of sync
In version 1.7, some users are reporting that the audio and video are out of sync, especially on some channels of the Discover feature. Our engineers are aware of the issue and are working on a soluton for an updated release.
PicLens Icon Not on Browser Toolbar
The PicLens toolbar icon lets you launch PicLens at any time. Some users are reporting that the toolbar icon does not appear. Here's how to fix the issue:
1. Goto your browser toobar View > Toolbar > Customize >
2. Select PicLens and then click "add"
3. Then, click "close"
1. Goto the Firefox toolbar > Addons > Extensions
2. Disable PicLens and then restart Firefox
3. Go back to Firefox toolbar > Addons > Extenions, enable PicLens, and then restart Firefox again
4. Then, goto the Firefox toolbar View > Toolbars > Customize
5. Finally, goto the Firefox toolbar View > Toolbars > Customize, and then drag the PicLens icon onto your browser toolbar
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!
Conflict with Firefox add-on called CustomizeGoogle
PicLens may not work properly on Google Images if the CustomzieGoogle add-on is also enabled on your Firefox browser.
Conflict with Firefox plug-in called RealPlayer Browser Record
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.