Troubleshooting
Common issues
Generation stuck at a phase
If the progress bar stops moving for more than 5 minutes:
- Refresh the page - the progress bar reconnects to the backend. Generation continues regardless of your browser state.
- Check generation history - the video may have completed while the progress bar was stuck. Open the Generations panel to verify.
- Wait up to 10 minutes - large documents with many screenshots may render longer. The full pipeline (scenario, audio, render) can take a few minutes.
⚠️ Warning: Do not start a new generation while one is in progress. You are limited to one concurrent generation. Wait for the current one to complete or fail.
Generation failed
If you see an error message after generation:
| Error | Cause | Solution |
|---|---|---|
| Render timeout | Very large document or temporary service load | Retry. If it persists, try reducing document length |
| Scenario generation failed | AI could not parse document content | Ensure document has screenshots and text. Retry |
| TTS error | Audio synthesis failed for selected language/voice | Try a different voice or language |
| No credits remaining | Credit balance is zero | Purchase a credit pack from Billing |
| Document too long | The document exceeds 30 blocks | Split the guide into smaller parts and generate a video for each one |
ℹ️ Info: Failed generations never consume credits. Your credit balance is preserved if any step of the pipeline fails.
Audio desync
If the narration audio does not match the displayed screenshots:
- This is rare and typically caused by very short slides.
- Solution: Regenerate the video. If the issue persists, add more text content to short sections to give the AI more narration material.
Video quality issues
- Blurry screenshots: The video resolution matches your original screenshot resolution. Use high-resolution screenshots for best results.
- Text too small: Crop screenshots to focus on the relevant area. Smaller regions render at higher effective resolution.
- Dark/light mode mismatch: The video uses your screenshots as-is. Ensure consistent screenshot appearance before generating.
Subtitle issues
- Subtitles overlapping screenshots: This should not happen with the current layout. If you see overlap, regenerate the video.
- Missing subtitles: Ensure subtitles are toggled on in the generation dialog.
- Wrong language subtitles: Subtitles match the selected narration language, not your document language.
My video shows a clarife watermark but I'm on Pro
Check that you selected "none" as the branding mode when generating. The default is "clarife" on all plans. You must explicitly choose "none" or "custom".
Generation completed but I can't download the video
Video download links expire after 4 hours. If the link expired, open the generation entry again - a new link is generated automatically.
Can I get help with a specific generation issue?
Contact support@clarife.app with your generation ID (visible in the generation history). We can investigate the details on our side.
Why is my video much longer/shorter than expected?
Video duration is determined by the TTS audio length for each slide. More text produces longer narration. Very short sections may have brief slides. Edit your document content to adjust pacing.