Troubleshoot a search or export

Start with the stage that failed: importing, AI understanding, searching, or exporting. An issue at one stage does not always mean that the whole library is unavailable. Record the visible state and exact error before repeating an operation.

The video imported but search finds nothing

Open its collection and check whether AI understanding has completed. Importing prepares the video and detects shots; semantic retrieval needs the later understanding and indexing work. A generic ready state can appear before all AI tasks finish.

Confirm that the video belongs to the collection being searched. Try a simple visible subject or action you know is present, then inspect the results. If the tasks are still running, allow them to finish rather than repeatedly importing the same file. See Import and understand footage.

Results are unrelated or unexpectedly empty

Check collection, duration, and keyword filters. Reduce the query to its main visible requirement and change one constraint at a time. Adjust relevance if you need broader candidates. Use exact search when you know a filename or existing tag.

Open results to check them. Similarity is not proof that every condition is satisfied, and the returned range can contain more than the requested moment. Agent requests can show broader candidates than the regular search interface.

For exact dialogue, a person's identity, client approval, or rights status, do not treat a semantically related result as confirmation. Use the source and the appropriate verification process.

Semantic search appears unavailable

Check sign-in, connectivity, account allowance, and any message shown by the app. Cloud understanding and query processing need their online services. The application may fall back to exact search when semantic processing is unavailable.

A local model does not replace those cloud services. Review Privacy and connectivity for the distinction. If the error persists, record it along with the time and app version for support.

A result exists but export reports a missing source

A cached index can remain searchable when the original file is no longer at the recorded path. Reconnect the source drive and check whether the file has been moved or renamed. Restore access at the original location when possible, then retry the export.

Do not assume automatic relinking will discover a different path. Avoid moving other footage or deleting the collection as an initial repair step. A search result alone cannot recreate the source video.

The output has unexpected sound or frame rate

For Video File exports, inspect Advanced settings before exporting. Version 1.2.0 video presets default to 30 fps, so choose the intended rate explicitly. Open the finished file and check sound as well as picture.

For timelines, verify sequence settings and audio in the destination editor. The checked FCP7 XML workflow creates a basic video timeline; audio and fractional or mixed frame-rate handling require review. Follow Review and export before using the output for delivery.

Ask for help with a useful report

Contact support with the app version, operating system, failed step, exact error, and whether the source is on internal or external storage. Include a short description of what you expected and what happened. Remove private source paths and account information from screenshots, and use a small shareable example if support needs to reproduce the issue.