Creation troubleshooting
Resolve common input, voice, language, permission, and generation problems.
On this page
#Create video does not continue
| What you see | What to check |
|---|---|
| Disabled Create video | Add a valid recording or enough script for the supported length. Check any length warning. |
| Select a niche | Choose YTA or Elias in Niche, then review its sources. |
| Language confirmation | Select the language flag and explicitly choose the recording’s spoken language. |
| Voice picker opens | Choose a narrator for the script and Continue. |
| Presenter picker opens | Choose a presenter when AI presenter is enabled, or turn that source off. |
| Insufficient credits | Review the shortfall and build estimate, then top up or change the video choices. |
| Awaiting approval | Ask the team owner or manager to Approve build. |
#A file will not upload or import
- Check that an audio or video material file is no larger than 4 GB and is recognized as the intended media type.
- For hosted creation, check that the recording is between 6 and 40 minutes.
- For script import, use .txt, .pdf, or .docx. If extraction fails, try a clean text export.
- For voice cloning, use a clear recording of at least 10 seconds and no more than 25 MB.
- For presenter photos, use a 16:9 JPG or PNG up to 20 MB. Cast photos instead need a 9:16 portrait, also up to 20 MB.
- If a file’s contents do not match its extension, export a fresh copy in the intended format. Renaming an extension alone does not convert the file.
#A voice preview does not play
Check availability
Some library voices do not have a sample and show a disabled play control. Try another entry to compare.
Press Play directly
For a custom voice, allow Preparing preview… to finish. If the browser asks for another press, press Play again.
Check sound
Check the browser tab and device volume. Stop another preview before trying the selected voice again.
Retry the displayed error
Use Play again if the picker reports a preparation or playback failure. Report a recurring issue with the voice name and browser.
#A build appears stuck or failed
Open the project’s own progress page and check its current stage and message. A long stage or an unchanged percentage alone is not a failure. Avoid creating a duplicate while the existing project is building.
For Needs resume, use Resume project after reading the error. If the same error returns, contact Support with the project link. If Your video is being fixed is displayed, wait for the recovery to finish and the editor to reopen.
#A project or control is missing
- Check whether My Workspace or a team workspace is selected.
- In Projects, clear the search and status filters.
- Check your team role for approval, deletion, invitation, or usage-log permissions.
- A feature marked SOON is not yet available; Translate video is currently in that state.
- On a small screen, check the relevant menu. The editor offers a landscape prompt and Continue in portrait.
#Send a useful support report
Open Support in the account menu or email hello@kinema.cc. Include the project link, the action you tried, the exact visible message, your browser, and whether you were on mobile or desktop. A screenshot of the affected control helps.
Remove private material, payment details, and account keys from screenshots. For a problem inside the editor, use the editor troubleshooting guide for more specific steps.