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Troubleshooting Guide

This guide helps you resolve common issues when using VidStitch.

Quick Diagnostics

Before diving into specific issues, check these common causes:

Symptom Quick Check
Upload fails File size < 2 GB? Stable internet?
Analysis stalls Script length < 24,000 chars?
Render fails Storage quota available? Render quota remaining?
Poor results Script specific enough? Proper SRT format?

Upload Issues

"Upload Failed" Error

Causes: - File too large (>2 GB) - Unsupported format - Network interruption - Browser timeout

Solutions: 1. Check file size is under 2 GB 2. Convert to MP4 (H.264 codec) 3. Use stable internet connection 4. Try Chrome browser 5. Reduce file size by re-encoding

Upload Stuck at Percentage

Causes: - Slow internet connection - Large file size - Server timeout

Solutions: 1. Wait longer (large files take time) 2. Refresh page and retry 3. Use smaller file 4. Try at off-peak hours

"Invalid File Format"

Causes: - Unsupported container/codec - Corrupted file - Wrong extension

Solutions: 1. Convert to MP4 with H.264 2. Try re-exporting from source 3. Use HandBrake to convert

Analysis Issues

"Analysis Failed"

Causes: - Invalid transcript format - Empty transcript - Processing error

Solutions: 1. Verify SRT format is correct 2. Check transcript has content 3. Retry analysis 4. Try shorter test transcript

Analysis Takes Too Long

Causes: - Long transcript - Server load - Complex content

Solutions: 1. Wait (long content takes longer) 2. Check progress indicators 3. Retry during off-peak hours 4. Try shorter content for testing

No Suggestions Generated

Causes: - B-roll source too short - Transcript too vague - Content type mismatch

Solutions: 1. Use longer B-roll source 2. Make transcript more specific 3. Change content type selection 4. Add more source material

VidStitch AI Issues

"Sourcing Stalled"

Causes: - Difficult search queries - Rate limiting - Network issues

Solutions: 1. Click "Retry" to continue 2. Wait and retry later 3. Check progress details 4. Review script for vague content

Poor Visual Matches

Causes: - Script too abstract - Obscure topics - Vague language

Solutions: 1. Add specific names, places, dates 2. Use visual language 3. Add briefing context 4. Try Documentary vs News mode

Processing Stuck at Stage

Causes: - Server issue - Complex content - Rate limiting

Solutions: 1. Wait 5-10 minutes 2. Click "Resume" if available 3. Retry from checkpoint 4. Contact support if > 30 minutes

Rendering Issues

Preview Render Crashes

Causes: - Insufficient RAM - Browser limitations - File corruption

Solutions: 1. Close other browser tabs 2. Use Chrome (best WebAssembly support) 3. Clear browser cache 4. Try Production mode instead

Preview Render Very Slow

Causes: - Older device - Large video files - Insufficient resources

Solutions: 1. Close other applications 2. Use Production mode 3. Render shorter sections 4. Upgrade device RAM

Production Render Fails

Causes: - Quota exceeded - Source file issues - Server error

Solutions: 1. Check render quota remaining 2. Verify source files are valid 3. Check storage quota 4. Retry after a few minutes

"Render Quota Exceeded"

Causes: - Daily limit reached

Solutions: 1. Wait for quota reset (midnight UTC) 2. Use Preview mode for testing 3. Upgrade account plan

Audio Issues

Audio Out of Sync

Causes: - SRT timing mismatch - Voiceover doesn't match SRT - Processing error

Solutions: 1. Regenerate SRT from audio 2. Verify timestamps are accurate 3. Check voiceover file isn't corrupted 4. Retry processing

Audio Quality Poor

Causes: - Low bitrate source - Incorrect settings

Solutions: 1. Use higher quality audio (256kbps+) 2. Check audio ducking settings 3. Adjust fade settings

Missing Audio

Causes: - Audio track missing - Codec issue - File corruption

Solutions: 1. Re-export with audio 2. Convert audio format 3. Check source file plays correctly

Storage Issues

"Storage Quota Exceeded"

Causes: - Too many projects - Large rendered files - Accumulated clips

Solutions: 1. Delete old projects 2. Remove rendered outputs (after downloading) 3. Clean up unused clips 4. Use bulk cleanup tool

Cannot Upload New Files

Causes: - Storage full - File size exceeds remaining space

Solutions: 1. Free up storage 2. Download and delete old files 3. Delete unused projects

Account Issues

Cannot Sign In

Causes: - Incorrect password - Email not verified - Account locked

Solutions: 1. Reset password 2. Check email for verification 3. Contact support if locked

Features Not Available

Causes: - Free tier limitations - Quota exceeded

Solutions: 1. Check account plan 2. Upgrade if needed 3. Wait for quota reset

Error Code Reference

Code Meaning Solution
E001 Upload failed Check file format and size
E002 Analysis error Verify transcript format
E003 Render failed Check quotas
E004 Storage full Free up space
E005 Rate limited Wait and retry
E006 Authentication error Re-login
E007 Network error Check connection
E008 Server error Retry later
E009 Invalid input Check file requirements
E010 Processing timeout Retry with shorter content

Browser-Specific Issues

Chrome

  • ✅ Best supported browser
  • Enable hardware acceleration
  • Allow sufficient memory

Firefox

  • ⚠️ Slower WebAssembly performance
  • May timeout on large renders
  • Use Production mode for large files

Safari

  • ⚠️ WebAssembly limitations
  • Preview mode may fail
  • Use Production mode

Edge

  • ✅ Good compatibility
  • Similar to Chrome performance

Network Requirements

Minimum Requirements

  • 5 Mbps upload for video uploads
  • 3 Mbps download for previews
  • Stable connection (avoid mobile)

If Behind Firewall

Ensure access to: - *.vidstitch.io - *.supabase.co - *.cloudflare.com - *.mux.com

Getting Further Help

Information to Provide

When contacting support, include: 1. Error message or code 2. What you were trying to do 3. Browser and OS version 4. File sizes and types 5. Screenshots if applicable

Support Channels

  • Documentation (this site)
  • In-app help tooltips
  • Email support

Prevention Tips

Before Starting

  • ✅ Check storage quota
  • ✅ Verify render quota
  • ✅ Test with short content first
  • ✅ Use supported formats

During Processing

  • ✅ Keep browser tab open (Preview mode)
  • ✅ Monitor progress
  • ✅ Don't close during render

After Completion

  • ✅ Download outputs promptly
  • ✅ Delete old projects
  • ✅ Clean up regularly

Next Steps