Troubleshooting
Get unstuck
Recover from upload, generation, saving, sharing, and export problems.
What you’ll achieve
You know what to check next and what information to provide if help is needed.
Before you begin
- The visible error or the name of the action that is not completing.
On this page
Edits are not saving
- 1
Check the status under the project name. If it shows a save error, read the message and use Retry save.
- 2
Keep the editor open and check your connection. Avoid refreshing away unsaved work.
- 3
If your session expired, follow the sign-in recovery flow and confirm the project state.
- 4
Contact support if the retry fails; include the project, time, and visible error.
A source is not ready
| Symptom | Next action |
|---|---|
| Upload did not complete | Check connection, file type, and the storage-limit message. Try the same file again only after confirming it is not already present. |
| Processing continues | Wait and inspect the existing source status. Large files may take longer. |
| Processing failed | Read the source error, correct the stated problem, and use re-analysis or upload a corrected file. |
| Wrong or incomplete extracted content | Preview the original, replace unreadable material, and add verified text notes for missing context. |
| Generate Steps is disabled | Check for processing or failed sources and confirm that at least one usable source is ready. |
Generation or media appears stuck
Reopen the existing progress window. The job may still be running after the window was closed. If the text is ready but images are pending, review Steps and open Media for image progress.
For a quota or license message, check Workspace settings → License and the separate media allowance. For an unavailable provider or repeated processing error, contact the administrator with the visible message. Do not repeatedly start new jobs.
A share link or export does not work
- An expired or removed share link needs action from a workspace member; signing in as the viewer does not revive it.
- Check the entire video before public sharing: clip attachments expose the full source video.
- For a queued export, check Share for status and the account email’s spam folder.
- If an attachment cannot load, reopen it and follow its refresh or retry action. Verify source access before generating a duplicate.
Send a useful support request
Use the top-right menu → Support & Feedback. Include the project name, the action you attempted, approximate time, what you expected, and the exact visible error. Add a screenshot only if it is safe to share.
Never include passwords, provider keys, private share tokens, or unrelated customer material. If the message includes a support or correlation reference, include that reference.