Troubleshooting
Find the message you saw, then follow what to do. If nothing here helps, contact us.
Upload and processing problems
This video is too short
We need at least 12 seconds of video to find a clip worth cutting. Try a longer video.
What to do: Upload a different video.
This video has no audio
There wasn't an audio track to transcribe, so we couldn't find anything to clip. Try a video with sound.
What to do: Upload a different video.
This file has no audio track
This file has no audio track, so there's nothing to transcribe.
What to do: Upload a different video.
We couldn't read this video file
We couldn't read this video file. It may be corrupted or still uploading.
What to do: Upload a different video.
We couldn't find enough speech in this video
There wasn't enough talking to build a clip from. Try a video with more conversation. The hours for this video are returned to your plan.
What to do: Upload a different video.
We didn't find a moment worth clipping
We looked through this video and nothing stood out as a standalone clip. Try another video. The hours for this video are returned to your plan.
What to do: Upload a different video.
No clip in that section
We analysed the section you selected but didn't find a moment that works as a standalone clip. Try a wider range or a different section. The hours for this video are returned to your plan.
What to do: Try processing the video again.
Nothing matched your search
We couldn't find anything matching what you asked us to look for in this video. Try rewording your search, or use Smart highlights instead. The hours for this video are returned to your plan.
What to do: Try processing the video again.
That section is too short
The section you selected is shorter than 12 seconds, which is the minimum length for a clip.
What to do: Try processing the video again.
You've used all your upload time
You've reached your upload limit for this period. Upgrade your plan to keep uploading.
What to do: Upgrade your plan on the Billing page, or wait until your hours reset.
Something went wrong on our end
We couldn't process this video. Please try again, or upload a different file. The hours for this video are returned to your plan.
What to do: Try processing the video again.
Cleanup scan problems
The scan took too long
The analysis ran out of time. Try again — it usually finishes faster on a second run.
What to do: Click Retry next to the scan in Cut & Clean.
The analysis service is having trouble
Our speech analysis is having trouble. Nothing was changed, so try again in a moment.
What to do: Click Retry next to the scan in Cut & Clean.
This audio can't be analysed
We can't analyse this clip's audio format, so there are no suggestions to review.
No hours left
You've used all your hours for this period. Upgrade, or wait until your hours reset.
The scan didn't finish
Nothing was changed. Try again.
What to do: Click Retry next to the scan in Cut & Clean.
Editor problems
Sign in to continue
Your session is no longer available. Sign in, then try again.
Your session ended
Sign in again, then retry your change.
Sign in again
We couldn't verify this session. Sign in, then try again.
Updated to the latest version
This clip was updated somewhere else, so we reloaded the newer version. Your change was applied on top.
That edit couldn't be applied
This edit was already sent. Check whether it applied before trying again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
Upgrade to use this
This feature needs the Creator plan. Upgrade to continue. Clips created on the Free plan remain watermarked after upgrading. Re-upload the original video and generate new clips to create watermark-free versions.
What to do: Upgrade your plan on the Billing page.
That edit couldn't be applied
It doesn't fit the clip as it stands now. Your clip is unchanged.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That edit couldn't be applied
One of the values in this edit isn't valid. Your clip is unchanged.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That section is too short
Widen the selection or turn snapping on, then try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That media isn't available
A file this edit needs is missing or still processing. Try again once it's ready.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That layout isn't available
Choose a layout with valid speaker panes, then try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That crop is outside the video
Keep the crop inside the frame, then try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That timing overlaps another word
Adjust the start or end time so the words don't overlap.
What to do: If it keeps happening, click Copy details and send what it copies to support.
Speaker colours are too similar
Increase the difference between the two colours, then apply them again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That analysis couldn't start
Choose an available analysis and try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
You've reached your limit
You've used all your hours for this period. Upgrade, or wait until your hours reset.
What to do: Upgrade your plan on the Billing page.
Suggestions were refreshed
This clip changed, so we loaded its latest suggestions.
Check the export settings
Choose supported video settings, then try the export again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
Save this clip before exporting
Save your latest changes, then start the export again.
That saved version isn't available
Reload the clip and choose a current saved version.
What to do: If it keeps happening, click Copy details and send what it copies to support.
This clip isn't ready to export
Resolve the items shown in the export check, then try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
That export request changed
Close the export panel, reopen it, and try again.
What to do: If it keeps happening, click Copy details and send what it copies to support.
My clips still have a watermark after upgrading
This is expected. A clip's watermark is decided when the clip is created, and upgrading doesn't change clips you already have.