How to Troubleshoot Common Issues

Browse the common issues below to find a quick fix. Don't worry about your credits: If a task fails due to a system error, our platform will automatically detect it and refund the credits directly back to your balance.

1. Upload Issues

Error: Upload Failed

If your video fails to upload, it is usually related to file specifications or network stability.

• Check the format: Ensure your file is an MP4, MOV, WEBM, or SRT.
• Check the size & length: For batch uploads, ensure no single video exceeds the 6-minute limit.
• Check your network: A brief drop in your internet connection can interrupt the upload. Please refresh the page and try again.
• Clear Browser Cache: Sometimes an overloaded browser prevents large file uploads. Try clearing your cache or uploading via an Incognito/Private browsing window.

Status: "Pending Upload" or Stuck at 99%

• What it means: Your file is securely transferring to our servers or waiting in the queue during peak traffic hours.
• How to fix: Please be patient and do not close the tab. If it hangs for more than 5 minutes, refresh the page. Your progress will either resume or you may need to quickly re-select the file.

2. Translation Issues

Error: Translation Failed

If the engine stops during the transcription or translation phase, it usually means the AI had trouble "hearing" the video.

• Audio Quality: Is there heavy background noise, loud music overpowering the voices, or muffled audio? The AI requires relatively clear speech to transcribe accurately.
• No Speech Detected: Ensure the video actually contains spoken words. If it's purely music or silent, the translation will fail.
• Language Mismatch: Double-check that you selected the correct "Source Language" before clicking Translate. If a Japanese video is uploaded but the source is set to English, the engine will fail to process it.

3. AI Dubbing & Generation Issues

Error: Render Failed

If the translation succeeds but the voice or video generation fails, the issue usually lies within the text formatting in the Interactive Workspace.

• Text Segment is Too Long: If you merged too many subtitle blocks into one massive paragraph, the AI voice engine might time out trying to read it. Try using the Split tool to break it into shorter, natural sentences.
• Unsupported Characters: Ensure there are no strange symbols, emojis, or unsupported special characters in your edited text.
• Server Timeout: Occasionally, high global demand can cause a momentary timeout. Simply wait a few moments and click Generate Video (or Re-dub) again. (Remember: Any credits deducted for a failed generation are automatically refunded).

4. Export Issues

Error: Export Failed

You've generated the video, but it won't download to your computer.

• Browser Blocking Downloads: Check if your browser (like Chrome or Safari) has a pop-up blocker preventing the file from downloading. Look for a small icon in the URL address bar and click "Always allow downloads from this site."
• Storage Space: Ensure your local device (computer or hard drive) has enough free storage space to save the high-definition video file.
• Rendering Hiccup: If the export fails on our server end, simply refresh the page and click Export again to restart the rendering process.

Status: "Pending Export"

• What it means: Your video is currently being rendered and burned with subtitles and audio.
• How to fix: High-definition video rendering is computationally heavy. Depending on the video length and server load, this can take a few minutes. You can safely navigate to other tabs; the export will complete in the background.

5. Other Common Issues

Issue: My video preview is lagging in the editor.

Solution: This is almost always a browser performance issue. Try closing unused browser tabs, turning on "Hardware Acceleration" in your browser settings, or switching to Google Chrome for the most optimized editing experience.

Issue: I can't find my old translated videos!

Solution: As stated in our Privacy & Security policy, to protect your proprietary data, all uploaded media and project files are permanently deleted after 7 days. We cannot recover purged files. Always download your exported assets as soon as your project is finished.

Still Need Help? Contact Us

If you've tried the solutions above and your project is still stuck, our technical support team is ready to step in.

Please send an email to support@vosko.ai and include:

• Your account email address.
• The specific Error Code or a screenshot of the issue.
• The Project Name.

We aim to respond to all technical inquiries within 24-48 hours.