Cutora AI troubleshooting: uploads, processing, exports

My upload is stuck, slow or refused

Why can't I upload a file that plays fine on my computer?

The reasons the product facts state are these. The file type must be MP4, M4V, MOV, WebM or MKV, and a file is limited to 2 GB. A video longer than the minutes you have left, or longer than the project limit of 60 minutes (10 on the trial), is refused. Dolby Vision files are accepted only with an HLG or HDR10 compatible base layer; others are rejected with a message. If none fits, write to hello@usecutora.com with the project.

Why is my upload taking so long, and what should I do if it is stuck?

Files go from your browser straight to storage in parts, so the time depends on your connection, and Cutora publishes no minimum speed. If it stops, open the project and select the same file again to continue where it stopped. If it still does not move, write to hello@usecutora.com and say which project.

Does my upload resume if my internet drops?

Yes. Uploads can be resumed: after a refresh or a lost connection, open the project and select the same file again to continue where it stopped. Closing the tab during an upload stops it, with a warning first.

Can I close the tab while Cutora processes my video?

Not during the upload: closing the tab stops it, with a warning first. Once your footage has been analysed, Cutora starts the first cut on its servers, so you can close the tab and open the project later. If the AI service is out of credit or busy, the first cut waits, the project shows that it is delayed, and it starts again by itself.

I made a mistake by uploading a video two times, what now?

Every file of a project counts against your minutes, and removing a video does not give its minutes back. Uploads that you cancel, that fail or that cannot be processed are not counted. On the trial, a second file in the same project is included. If the minutes matter, write to hello@usecutora.com with the project.

How do I troubleshoot missing file errors?

Cutora's product facts do not describe a missing-file error. They do say that failed uploads, and music or sound-effect files, do not take one of the project's video places, and that a failed job is shown as failed. If it repeats on a second try, write to hello@usecutora.com with the project.

The upload works on Wi-Fi but fails on mobile data, why?

Cutora's product facts do not say. They publish no minimum connection speed, and phones are not tested yet (Cutora has been tested on desktop Chrome and Edge). Files go from your browser to storage in parts and can be resumed: open the project and select the same file again.

My antivirus or company firewall blocks uploads, what can I do?

Cutora's product facts do not say. Files go from your browser straight to storage, and the source is always a file on your device. A network or security program that blocks uploads is for its administrator to allow. Write to hello@usecutora.com if the block is on our side.

Cutora says my file is corrupted, what can I do?

Cutora's product facts do not list that message. Check that the file plays on your computer and is MP4, M4V, MOV, WebM or MKV, and that it is no more than 2 GB. If it still fails on a second try, write to hello@usecutora.com and say which project.

My video has two audio tracks and Cutora uses the wrong one, what can I do?

Cutora's product facts do not say how it picks between audio tracks. Each video file is transcribed from its own audio, and Cutora does not line up a separate microphone recording with the video. Write to hello@usecutora.com with the project.

My video is processing, queued or failed

My video is in a queue, how long will it wait?

Cutora publishes no fixed wait. Videos are processed one after another, and the project shows your place in line and, once enough similar jobs have finished, about how long it will take. Pro is served before Creator, and Creator before the trial. Exports show their stage and no time estimate.

What if my video is stuck in processing, at any percentage?

First look at the project: it shows your place in line, because videos are processed one after another. Cutora's product facts name no percentage steps and no time limit for a stuck job. If the AI service is out of credit or busy, the first cut waits, the project shows that it is delayed, and it starts again by itself. If a job fails, Cutora shows it, and if it fails again on a second try, write to hello@usecutora.com and say which project.

Cutora says processing failed, why?

Cutora shows that the job failed, and its product facts list no reasons or error codes. Try once more. If it still fails on a second try, write to hello@usecutora.com and say which project. A job that fails or cannot be processed is not counted against your minutes.

Is Cutora down right now, and is there a status page?

There is no status page and no public roadmap. The product is in Beta. If nothing loads or a job keeps failing, write to hello@usecutora.com in English or Arabic and say which project; Cutora replies within 2 business days.

Cutora doesn't detect any speech in my video, what can I do?

Cutora's product facts do not describe that case. Cutora AI is built for one person talking to camera, recorded in one session, and each video file is transcribed from its own audio. Write to hello@usecutora.com with the project.

Cutora transcribed my Arabic video as English, what can I do?

Cutora's product facts give no fix. They say Cutora is built and tested for English and Arabic, including Arabic mixed with English, and that captions are in the language you speak. Arabic cutting and captions are in Beta. Write to hello@usecutora.com with the project.

My project won't load, doesn't open, or is stuck, what now?

Cutora's product facts give no fix for this. Every change is saved to your account as you make it, and a project not edited for 90 days is deleted, with an email 7 days before. Make sure you are signed in to the account that holds it, then write to hello@usecutora.com with the project.

The editor, saving and lost work

I cannot see my projects, my homepage is blank. Why?

Cutora's product facts do not describe a blank page. Check that you are signed in to the account that holds the project, and remember that a project not edited for 90 days is deleted, with an email 7 days before. Otherwise write to hello@usecutora.com.

How do I troubleshoot a project that isn't saving?

Every change is saved to your account as you make it, so your edit and its undo history are there when you come back. Cutora's product facts give no further fix. If a change does not stay, write to hello@usecutora.com with the project.

How do I recover edits that disappeared, for example after refreshing the page?

Edits are saved to your account as you make them, so reopen the project first. If one cut is gone, the Edits list lets you restore any single cut, and undo and redo have no fixed step limit. The History panel can undo one chat change on its own if nothing was edited after it. If edits are still missing, write to hello@usecutora.com.

What if I accidentally delete my whole project?

Cutora's product facts do not describe restoring a deleted project. They say your video is deleted when you delete the project. Write to hello@usecutora.com right away with the project, and keep your own copy of every original file.

How do I find and create project backup files?

Cutora's product facts describe no backup files. The Export to your editor ZIP holds text files only: project files for other editors, a cut list, an SRT caption file, a loss report and a README. Your video is not in it, so keep your own copy of every original.

How do I troubleshoot editor performance, and choppy playback?

Cutora's product facts give no fix for choppy playback and list no minimum requirements. The editor previews a 720p copy of your video, which is an H.264 copy that plays in any browser. Write to hello@usecutora.com with your browser, your computer and which project.

The timeline shows a black screen, what can I do?

Cutora's product facts do not describe a black timeline. The preview is an H.264 copy, and HDR video is converted to standard Rec.709 colour. Reload the project, and if it stays black on a second try, write to hello@usecutora.com and say which project.

My export, captions or sound look wrong

My export failed or the download won't start, what can I do?

Cutora shows that an export failed. Try again; exports render one at a time per account, so a second export waits for the one before it. If it still fails on a second try, write to hello@usecutora.com and say which project. On the trial you can make up to 10 exports in total, and a downloaded ZIP counts as one.

My export is missing the captions, what happened?

Captions are burned into the exported MP4, so check that export. The Export to your editor ZIP holds no video; its SRT file carries the caption text. Cutora's product facts give no other cause. Write to hello@usecutora.com with the project.

I cannot edit the captions, they change the words automatically. Why?

Cutora's product facts say you can edit each caption's words and timing, add a caption at the playhead or delete one. They do not describe words changing on their own. Write to hello@usecutora.com with the project and the words involved.

Why are my captions not generated, or the generating step blocked?

Cutora's product facts give no cause. They say English captions work today, Arabic cutting and captions are in Beta, and other languages are not blocked but are not supported or tested. Videos are processed one after another, so check your place in line. If it fails twice, write to hello@usecutora.com.

Why are my subtitles in the wrong place?

Cutora does not let you choose a caption's font, size, colour or position. Captions come in three styles: Clean, Bold and Karaoke. You can edit each caption's words and timing.

My export still has the Cutora mark after I paid, what now?

Trial exports carry a small Cutora mark; paid exports do not. Cutora's product facts give no other cause, so write to hello@usecutora.com with the project and the plan you paid for.

The exported video's audio is out of sync, what can I do?

Cutora converts variable-frame-rate phone footage to a constant rate with picture and sound kept aligned, so out-of-sync audio is not an expected result. Its product facts give no fix. The editor preview plays your original sound; the audio cleanup is heard only in the export. Write to hello@usecutora.com with the project.

Why does the exported file size look so large?

Cutora's product facts state no export bitrate or file size. Every export is an MP4, 1080 pixels on its short side, at 30 frames per second. If a size is a problem, write to hello@usecutora.com with the project.

How do I fix video and audio issues in a local export?

Cutora's product facts describe no local export setting. Its exports are an MP4 and the Export to your editor ZIP. If the MP4 has a problem, export again, and if it repeats on a second try, write to hello@usecutora.com and say which project.