Troubleshooting
Troubleshoot a failed generation
Check the error, fix incompatible inputs, and verify credit settlement before retrying.
Updated
- Open the failed result or AI Director scene and read its user-facing error.
- Check that all required inputs are present and each reference meets the selected model's displayed limits.
- Remove unavailable or deleted references, shorten an over-limit prompt, or correct unsupported settings.
- Check Settings > Usage for the related reservation and release or refund entries.
- When the earlier job is no longer active, retry once with the corrected inputs and review the new quote.
Know what failed
- A failed storyboard does not mean a scene video was generated.
- A failed scene does not require regenerating every other completed scene.
- A completed but visually disappointing result needs prompt or reference refinement, not the same troubleshooting as a technical failure.
If the issue repeats, keep the project or generation identifier when available, tool and model name, time, selected settings, and exact visible error for the site's available support contact.
Do not repeatedly submit the same request while it is still queued or processing. Never share account credentials or private client media unnecessarily in a support report.
Related guides
- Fix an upload or unsupported-reference error
Check file type, size, dimensions, duration, and model compatibility when media cannot be selected.
- Why a generation is queued or taking longer
Understand queue limits and safe ways to check progress without creating duplicate jobs.
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