11 When Something Goes Wrong
Check these four things, in this order: is there still free disk space, is it a quota or login problem, does the dialog say the machine is out of memory, can you rerun just the step that failed. Between them they cover most cases.
1. Self-Check Table for the Messages You See
Every line below is worded exactly as it appears in the interface.
| What you see | What it really means | What to do |
|---|---|---|
| "Model download failed. Please check your network connection." | A model that a feature needs on first use did not download | Confirm you can reach the internet and that nothing is blocking a proxy, then retry once. If it keeps failing, open Settings and check whether the disk behind Storage Directory is full |
| "Disk space is full. Please free up space and try again." | The location you write to has no space left | Free up space, or point Storage Directory at a larger disk in Settings → General, then rerun the step that failed |
| "Video duration quota exceeded for billing period" | The total duration for this period is used up | Wait for the reset, or upgrade your plan; see 10 Plans & Quotas |
| "Single video duration exceeds plan limit" | This clip on its own is over the per-video cap | Cut the video down to under the cap, or upgrade |
| "Your session has expired. Please log in again." | Your login has timed out | Log in again; your projects and your quota are unaffected |
| "Please log in to continue." | There is no active login | Log in |
| Processing failed at step "<step name>". Please retry. | One step errored; everything produced before it is still there | Click Retry on that step's card — you do not have to redo the whole run; if it fails the same way twice in a row, send us the details |
| "The task stopped unexpectedly. Please retry." | The step exited abnormally, usually because memory ran out | Close other large apps, then rerun this step; long videos hit this most often |
| "This link isn't supported for download. Please make sure it's a video page URL (for example a Douyin link starting with /video/)." | The link does not point at a downloadable video page (an image-and-text post or a search page, for instance) | Use the link to the video page itself, and check that it opens normally in a browser |
| "Couldn't read the video info from this link. Make sure it opens normally in a browser, then try again." | The page will not open, or its content has been removed | Open it in a browser first to confirm, then retry |
| "This site is currently refusing automated download requests, so this video can't be fetched. It isn't a problem with your network or your settings. Open the link in a browser and save the video from there." | The site refuses automated fetching (Douyin is in this class today) | Do what the message says: open the link in a browser, save the video from the page, then bring that local file in for processing. Logging in again does not change the result |
| "Couldn't read browser cookies. In Settings → Download Settings, switch the cookies source to None or File, then try again." | The credentials stored by your browser cannot be read | Change the source as the message says, or quit the browser and try again |
| "The browser's cookies database is in use (usually because the browser is running). Close the browser and try again, or switch the cookies source in Settings → Download Settings." | The browser is open, so the file is locked | Close the browser and try again, or switch the source to None or File |
| "The download component is unavailable. Please reinstall the app and try again." | The download component that ships with the app is missing or will not start | Reinstall the app |
| "Download failed. Please try again. If it keeps failing, check your network connection." | A download error that fits none of the categories above | Retry; if it keeps failing, send us the link that caused it and the approximate time |
| "Translated result paragraph count does not match original subtitle count." | Merging or splitting lines while editing left the two sides with different row counts | Line up the row counts by hand and rerun; you do not need to rebuild the project |
| "An unexpected error occurred." | An exception that fits no category | Retry once; if it keeps happening, report it to us |
2. When a Step Says It Is Out of Memory
Steps that run on your own machine — speech recognition, voice separation, dubbing — reserve a large block of memory before they start. When there is not enough left to reserve, the dialog names the shortfall, shows what is currently free, and lists three options. The first line is three readings:
commit 2096/16091 MB · phys 6387/14171 MB · need 4096 MB
commit is committed memory (in use / the ceiling), phys is physical memory (free / installed), and need is what this step asked for. The three options below follow the order the dialog gives them:
- If the machine itself is small, add memory. Below 16 GB of RAM this step is tight by nature — 16 GB or more is the recommended floor, and the dialog says so with your actual figure.
- Close the apps holding memory. The dialog lists the biggest ones right now with their size in MB; closing any one of them frees that much immediately, and you do not have to restart anything.
- Enlarge the virtual memory (Windows). Press Win+R, type
sysdm.cpl, then Advanced → Performance Settings → Advanced → Virtual Memory Change → clear "Automatically manage" → select C: → Custom size → set the initial and maximum values the dialog suggests → Set → restart. On a machine with under 32 GB of RAM those are normally 8192 and 16384 MB. macOS has no such setting — there, closing apps is the only lever.
3. These Behaviors Are by Design, Not Broken
- The export has no subtitles. In a new project, Add Subtitles is off by default. Turn it on in the left panel of the editor and generate again.
- Preview Audio sounds more relaxed than the export. Preview deliberately never compresses speech rate, while the export speeds up sentences that do not fit, see 04 Subtitle & Dubbing Editor.
- A few lines are clearly too fast. That line's translation does not fit inside its time window, so it alone is sped up to the cap. The only fix is to shorten that translation.
- Change one punctuation mark and the whole dub is redone. It really works that way: editing any subtitle text re-dubs the entire clip, so settle the wording first and generate once.
- You stopped a run, and the next run starts that step over from the beginning. Stopping is taken to mean "no longer needed", so intermediate output is discarded; that is a different thing from a step that failed, which picks up where it left off.
- Multi-speaker mode cannot be turned off in a Video Dub project. For that project type it is forced on by design.
4. How to Report a Problem to Us
There is a Report Issue entry in the top-right corner of the app (on macOS the menu bar has one too: Help ▸ Report Issue; this app has no system tray). An error dialog lets you expand the details and read the exact reason — that text is what makes a problem diagnosable on our side, so include it together with these three things:
- the project type involved and the approximate time (the app writes what it did to the log on your machine, and a time lets us match it up fast);
- the detail text from the error dialog;
- your system and machine (macOS version / Windows version, amount of memory), and the duration of the video.
Report Issue opens a form: start with the Title — it is the one field marked required, and the form will not submit while it is empty. Then pick a Feedback Type (Bug Report or Feedback & Suggestions), fill in Bug Details / Detailed Description. You can add Attachments (optional) — the files are picked with the Add File button in the form — and Add Comment (optional), and Contact email (optional) only matters once you tick Allow us to contact you by email. Tick Allow us to contact you by email if you want us to be able to reach you, then click Submit Feedback. The form also submits without the tick, but then we may have no way to get back to you.
The new-version prompt is the same kind of dialog: Update now installs it right away, Remind me later asks you again next time, Got it only closes this one notice.
The dialog that appears when something goes wrong contains an expander called View Technical Details, a Add Comment (optional) box, and three buttons: Ignore (close this one occurrence), Don't show this error again (errors of this type stop popping up) and, on the far right, Send Report (send us the details of this occurrence).
The first time you use the app, about half a minute after it starts, a non-blocking prompt called "Help us improve" asks whether to turn on automatic error reporting. Its three buttons are Enable, Go to Settings (look at the settings page before deciding) and Not now. It only asks once; choosing "Not now" does not switch reporting on, and the setting stays changeable in 09 Settings & Account — see that chapter for what it does and does not send.
If you would rather write to us, use [email protected].
Apart from the text translation step, everything — recognition, separation and dubbing — runs on your own computer, and your footage is not uploaded. On the account side we keep only your email, your subscription status and your quota records. The log stays on your machine and is never uploaded automatically.