Troubleshoot uploads, captions, and exports.
Find the stage where the workflow stopped, preserve the project you already have, and use the fix that matches the actual failure instead of repeatedly uploading the same file.
Last updated August 30, 2026
Start with the stage that failed
Separate the workflow into file selection, upload, transcription, editing, render, and download. Record the exact message and whether the problem repeats in the same project. Keep the source video and avoid deleting a project that contains corrected captions. A browser refresh can recover a stalled screen, but it will not repair a corrupt source, unsupported duration, or expired media, so identify the boundary before changing anything.
The video is rejected before or after upload
Confirm the file is MP4, MOV, WebM, or MKV and contains both a readable video track and audio. Free accepts up to 10 minutes and 500 MB; Starter accepts up to 120 minutes and 5 GB. A file above the plan limit can be trimmed, compressed, or moved to Starter. A zero-byte, corrupt, or unreadable file must be recreated from the original editor. Videos above the 120-minute product ceiling need to be split rather than upgraded.
Upload progress stops or the connection drops
Keep the tab open while the upload completes and check that the network is stable. Retry once from the same project after reconnecting. If a large upload repeatedly stops, export a smaller H.264 video with AAC audio or reduce its resolution and bitrate without removing the audio track. Disable a browser extension only when it is visibly blocking requests. Switching browsers is a diagnostic step, not a reason to discard the existing source or transcript.
No speech is found or the transcript is poor
Play the source outside the product and confirm the spoken track is audible, not muted, and not stored only in an unexpected secondary audio track. Silence or music-only footage can correctly return no words. For noisy audio, review every cue and correct names, numbers, and technical vocabulary before export. If the language or substantial speech is missing entirely, preserve the project and retry only after confirming the source audio; repeated uploads of the same broken file will produce the same result.
Captions are early, late, or drift over time
If every caption is early or late by roughly the same amount, apply one consistent timing offset and check the first, middle, and last cue. If the error grows toward the end, a single shift cannot fix it: the final video may have been trimmed, its frame rate may differ, or the subtitle file belongs to another cut. Recreate timing against the final edit. Never publish after checking only the opening seconds.
An MP4 export fails, stalls, or is canceled
Leave the project intact and check the export status before starting another render. Free permits one active export and Starter permits three; additional work may wait rather than fail. A failed or canceled render releases its reserved credit. Re-downloading a successful unchanged export does not consume another credit, while changing the caption document and rendering a new MP4 creates a new export. If failure repeats, keep the project identifier and the approximate time for support diagnosis.
What to include when a problem still repeats
Share the stage that fails, the exact visible message, the browser and operating system, the source container, approximate file size and duration, and whether another small supported video works. Include a project or export identifier when one is visible, but never send passwords, database URLs, API keys, private download signatures, or payment-card details. Those facts make it possible to separate a file-specific problem from an account, browser, or service failure.
Frequently asked questions
Will retrying a failed render use another credit?+
A failed or canceled render releases its reserved credit. A successful new render counts, while downloading the same completed export again does not.
Why does another export wait instead of starting?+
The Free plan runs 1 export at a time and Starter runs 3. Extra work can remain queued until an active render finishes.
Can one timing shift fix caption drift?+
No. One offset fixes a constant delay. Drift that increases through the video usually means the subtitle timing and final cut differ and requires retiming against that cut.
What should I do before project media expires?+
Finish corrections and download the MP4 or subtitle files you need. Keep your original source separately because the workspace is not long-term video storage.