Start from where the failure appears: the asset card for uploads and generation, the AI chat for approvals, and the export queue for renders. Retrying before resolving an unsupported input or permission problem usually produces the same result.
| Symptom | Check first | Recovery |
|---|---|---|
| Imported asset fails or never becomes ready | File opens locally; type is listed in Supported Formats; upload is complete | Preserve the project and original files, then follow the manual-import guidance below before retrying. |
| Generation does not start | Confirmation card, credit balance, model input slots, plan gate | Approve or adjust the request, remove incompatible inputs, or choose an available model. |
| Generation asset shows Failed | Its My Assets card and AI message | Ask the AI to regenerate only after correcting the likely input or service issue. Check Credits History before assuming a charge. |
| Export is disabled | Active Timeline has content; required captions or graphics exist | Add a clip, finish transcription, or switch to an export tab that matches the Timeline content. |
| Export remains at Preparing media | Source uploads are still running | Let source uploads finish, then check the same export’s status. If it remains blocked, preserve the project and report its current status. |
| Export fails | Queue row and network/local destination state | Select Retry. For Desktop local export, verify destination access and free disk space. |
Manual import, unavailable media, and Agent credits
Importing media and editing the timeline by hand do not use credits. Asking the built-in ChatCut Agent to edit uses credits, even when you supply your own footage. See Plans and Credits Overview.
An Agent credit warning does not explain a separate Asset unavailable or Relinking state. Note whether the message appears in the Agent chat or on the media itself. Buying credits is not a recovery test for unavailable media.
Keep the existing project, original files, and browser site data while investigating. Before clearing site data, deleting or recreating the project, or repeating import/relink attempts, report the problem through Feedback or team@chatcut.io. Include the project name, approximate time, browser or ChatCut version, exact messages, and screenshots showing where progress stops. These symptoms alone do not establish the cause or a confirmed recovery.
Export says “0 B available” but my drive has free space
First identify where the export is rendering. A browser-rendered export can use the browser’s storage allowance for the site; that is different from the total free space shown for a drive. Desktop local video export writes to a selected destination. Free space alone does not establish which limit caused your error. See Web vs Desktop Export.
- Keep the exact error text, export type, ChatCut version and operating system. If the job is still listed under Export, capture its current status before closing the app or tab; the queue is not a permanent history.
- For Desktop local video export, use Export → Video and choose a destination when prompted. Check that you can write to that folder. Agent exports use the returned
outputPath; see Desktop Local Export for the distinction. - If no destination prompt appears or the same error persists, report that with the screenshots through Feedback or team@chatcut.io. Do not repeatedly start a long export without a changed condition. Preserve your project and original media before clearing any site data.
A long elapsed wait is not an estimate of the time remaining. Include when the job started and whether it is still present, failed, or disconnected; support can then distinguish the reported symptoms without guessing a cause.
If the same valid job fails again, collect the project name, approximate time, visible error text, asset or export type, and the matching Credits History entry. Use Feedback from the avatar menu or email team@chatcut.io.
See Common Errors, Supported Formats, and Export Queue, Downloads, and Retries.