VideoScribe Help

Add image button does not work

Last updated: 7 March 2018


A relatively small number of VideoScribe v3.0 users have reported issues when using the 'add new image' button.


The button is either not responding at all or displays 'Error loading image libraries. Please try again.' when clicked. If you are experiencing this issue, please follow either the PC or Mac instructions below depending on the operating system of your computer.

Delete the image library – Windows PC

Step 1. Close VideoScribe if it's open

It is very important to ensure that VideoScribe is not running before following the next steps.

Step 2. Go to C:\Users\[your username]\AppData\Roaming\VideoScribeDesktop\Local Store (A)

[your username] refers to your personal PC profile name.

The AppData folder is hidden by default on most Windows computers so if you cannot find it you can either show hidden folders or follow the below instructions

  • Go to 'Start', or in Windows 8/10, select the search icon.
  • Search for or open the 'Run' application.
  • Type in APPDATA and Press OK

This will take you to C:\Users\[your username]\AppData and from there you can continue through the above path to find the Local Store folder

Step 3. Delete the folder ‘Library’ (B) in Local Store.

If you cannot find the folder by searching ‘VideoScribeDesktop’, click ‘Advanced’ followed by ‘Non indexed’ to find hidden files.

Step 4. Restart VideoScribe while connected to the internet

VideoScribe will automatically download the latest libraries when you log-in and you should then be able to use the Add image button. If you are still experiencing issues at this point please raise a support ticket.

Delete the image library – Mac

Step 1. Close VideoScribe if it's open

It is very important to ensure that VideoScribe is not running before following the next steps.

Step 2. Navigate to \Macintosh HD\Users\[your username]\Library\Application Support\VideoScribeDesktop\Local Store

[your username] refers to your personal Mac profile name.

  • Open Finder
  • Select Go (C)
  • Hold down the ‘alt’ key and click library (when pressing ‘alt’ you will see the library directory appear)
  • Select Application Support (D)
  • Select VideoScribeDesktop from the list (E) and the Local Store folder (F) is in that folder.

Step 3. Delete the folder ‘Library’ (G) in Local Store.

Step 4. Restart VideoScribe while connected to the internet

VideoScribe will automatically download the latest libraries when you log-in and you should then be able to use the Add image button. If you are still experiencing issues at this point please raise a support ticket.


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