Troubleshooting
The things that actually go wrong, and what to do about each. If yours is not here, write to us - that page says what to include so the first reply is a useful one.
The analysis failed
Your minutes are not gone. Minutes are held while a run is going and only spent when it finishes; a failed run releases the hold. Open My Account and press Refresh balance if the number still looks short.
Then try again. The usual cause is the connection dropping partway through. If it fails a second time on a recording that other software plays happily, tell us how long it is and what it came from.
The transcript came out in the wrong language
This happens when the language was left on Auto and the guess went wrong - most often on a recording that mixes two languages, or that opens with music.
The fix is Re-analyze Video with the language chosen explicitly. Be aware that this is a second run and costs minutes again, which is exactly why the import screen asks the question first.
“Subtitles are not available” when exporting
Obiklip cannot draw text onto the picture on this machine, so it offers to export the clips without subtitles rather than fail. The clips themselves are fine.
This points at a damaged or incomplete installation. Install Obiklip again over the top - your projects and minutes are untouched - and if the warning survives that, tell us which system you are on.
A video from a link will not download
Usually one of:
- The video needs a sign-in, or is private.
- The site does not allow it to be downloaded.
- It is not available in your part of the world.
Obiklip has no way around any of those. Download the video by whatever means you are entitled to use, then open the file directly.
The video will not play, or a project looks empty
A project points at your video file where it lives. Rename it, move it to another disk or delete it, and there is nothing left to play or render.
Point the project at the file again and everything comes back - the transcript, the clips, the edits. It has to be the same recording; a different file will not be accepted in its place.
The installer will not open
Early Access builds are not code-signed, so both systems object the first time. Installing Obiklip has the steps: on macOS it is Open Anyway in Privacy & Security, and on Windows it is More info then Run anyway in SmartScreen.
On a work computer, or one with Smart App Control on, an unsigned installer can be blocked with no way through. Ask whoever administers the machine.
Obiklip will not let me sign in
| It says to confirm your email | The account exists but its address has not been proved yet. Open the link Obiklip emailed you. If it has expired, or the message never arrived, use Resend confirmation email on the sign-in window and check the spam folder. |
|---|---|
| It says the email or password is wrong | The same message covers both, on purpose. Check the address first, then use Forgot password?. |
| The reset link does not work | A reset link lasts one hour and can be used once. Ask for another. Setting a new password signs out every device, so sign in again afterwards. |
| It says there have been too many attempts | Wait a few minutes and try again. Nothing is locked permanently. |
| You were signed out on your own | A session lasts 90 days, and a password reset ends every session immediately. Signing in again is all that is needed; your projects and minutes are untouched. |
The balance says it is unavailable
The app could not reach the server. Nothing has happened to your minutes. Check the connection and press Refresh balance. Analysing waits for a real number rather than guessing, so it stays unavailable until the answer arrives.
An export stopped partway
Clips render one after another, so anything already written is finished and usable. The usual causes are running out of disk space or exporting into a folder that cannot be written to - try a folder inside your home directory. Exporting again is free.
A payment went through but the minutes did not arrive
Press Refresh balance first: the app may simply be showing what it last saw. If the minutes are still missing, write to us with the date of the payment and the address you signed in with. Purchases are recorded, so this is a quick one to fix.