Troubleshooting & help
Isolate an issue and prepare a useful report.
Before you begin
- Keep the exact error message, time and affected page.
- Keep copies of sources and the affected version before changing your project.
Step by step
- 01
Scope the problem
Check whether the issue affects one file, one project or all pages. Test the source in a local player and record browser, device and version.
- 02
Run a controlled test
Change one variable at a time: another small file, network or browser. Do not erase diagnostic evidence or submit repeated identical renders.
- 03
Prepare the report
Include steps, expected outcome, observed outcome and timestamps. Use a screenshot with sensitive information removed. Contact lets you keep a draft while delivery is unavailable.
Practical example
“Export v03, 9:16, at 14:20: sound disappears at 00:18. It is present in the source and preview. Reproduced in two players.”
Review checklist
- The problem can be described with precise steps.
- Tests already performed are listed.
- No secret, password or private login link is shared.
Troubleshooting
Public status does not give an answer
Check the time and scope of the observation on the status page. Stale measurements become unverified; an available instance does not guarantee a complete video-editing workflow.
The problem disappears after refreshing
Still record the context if it recurs. An exact time and screenshot can help identify an intermittent issue.
Keep exploring
Still missing an answer?
Prepare a question for the team