My video build broke, what do I do?
Occasionally, something can go wrong when trying to publish, or "build", your video. Fixing it may be as easy as refreshing the page and trying again. If that doesn't work, try one of our common fixes below.
If this is occurring, the animation may just be the culprit.
Please remove the animation and try to build your video without it. If it builds as intended then the animation was indeed the issue, and you can try to add the animation back (or another) and attempt the build again.
If it failed, reach out to Support as you may have found a glitch in our matrix, and it'd allow us to fix the animation for you and everyone else. Unfortunately, it may take a few hours, so if it's extremely urgent, we recommend using a different animation while we fix the broken one.
Very rarely, we have seen photos cause a render to fail, however when we do it is important to test and confirm this is the issue.
If it's an image from our library, please remove it and add it again.
If it's an uploaded file, please delete the upload and upload it again.
These steps typically solve the problem just by refreshing their position in the scene, but if it doesn't please reach out to Support.
This doesn't happen very often, but if it does... here's a potential fix for it!
If your image is from our library, please try to delete the scene and add it in again to the background.
If you uploaded the image, delete the upload and upload again.
If this doesn't help, please reach out to Support.
If you continue to have trouble with your video, please don't hesitate to reach out to our friendly Support team. We're troubleshooting experts and should have your video up and running again in no time.
Build breaks at an animation
If this is occurring, the animation may just be the culprit.
Please remove the animation and try to build your video without it. If it builds as intended then the animation was indeed the issue, and you can try to add the animation back (or another) and attempt the build again.
If it failed, reach out to Support as you may have found a glitch in our matrix, and it'd allow us to fix the animation for you and everyone else. Unfortunately, it may take a few hours, so if it's extremely urgent, we recommend using a different animation while we fix the broken one.
Build breaks at an image
Very rarely, we have seen photos cause a render to fail, however when we do it is important to test and confirm this is the issue.
If it's an image from our library, please remove it and add it again.
If it's an uploaded file, please delete the upload and upload it again.
These steps typically solve the problem just by refreshing their position in the scene, but if it doesn't please reach out to Support.
Build breaks at a blank background
This doesn't happen very often, but if it does... here's a potential fix for it!
If your image is from our library, please try to delete the scene and add it in again to the background.
If you uploaded the image, delete the upload and upload again.
If this doesn't help, please reach out to Support.
If you continue to have trouble with your video, please don't hesitate to reach out to our friendly Support team. We're troubleshooting experts and should have your video up and running again in no time.
Updated on: 03/03/2023
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