Troubleshooting

This help describes AI Video Translator 1.39.0. If you are helping someone and do not know which version they use, ask them to open Settings → About App and read App Version (for example 1.39.0+3; use the part before +). Help for another version: https://aivideotranslator.app/docs/<version>/llms-full.txt (replace <version>; the list of published versions is in https://aivideotranslator.app/llms.txt)

If something goes wrong, the error usually tells you what failed and what to try next. Here you'll find help with common problems and how to send support the details it needs.

Start with the error

If you see “Technical details” below an error, you can share that information with support. You don't need to understand it yourself.

The app saves your edits as you go, so you keep saved segments, translations and generated voices when you restart. You can open “Help” with the question mark in the title bar and search using English words; App basics explains the first steps.

Windows blocks video processing

You already have the tool the app needs to read audio and export video. If you see a red banner, that bundled tool couldn't run; you don't need to install it separately.

1. If Windows security blocked it, ask your administrator or security software to allow the app.
2. If bundled files are missing or damaged, repair or reinstall the app from Microsoft Store.
3. If it still cannot start, contact your administrator or support.

Your company's policy, Smart App Control or security software may block processing or remove a bundled file. You can't choose a replacement tool in the app.

The file format cannot be read

If you see a format error, the app can't read the audio or picture in your file. Changing the filename extension won't convert it.

1. In another converter, convert the source to a compatible MP4.
2. Select the converted file in the app.
3. If you contact support, include the format name shown in the error.
4. Attach the app log through feedback.

The error may name an audio or video format, or say it couldn't identify the media format. You can select WMV files, but the app can't read some kinds of WMV audio.

Find a moved video

Your project remembers where the original video is. If you move or delete that file, the project may not be able to open it.

1. If the file moved, restore it to its original location or choose it in “Edit Project”.
2. Under “Video Path”, select the source file.
3. If the file is incomplete or unreadable, use a complete file or convert it to MP4.

If you replace the source, the new video must have the same duration. You can select MP4, AVI, MKV, MOV, WMV, FLV and WebM, but the app can't read every audio or picture format those files may contain.

Reconnect a folder or drive

If your projects drive is disconnected or your Mac loses permission to a folder, the app can't use the saved location. That message doesn't mean your projects have been removed.

1. If a drive is disconnected, reconnect it.
2. On a Mac, if permission was lost, select the same file or folder again using Browse.
3. If the projects folder is unavailable, choose a working folder under “Path to Projects” in “Settings”.

If OneDrive, Dropbox or iCloud Drive is busy syncing, it can interrupt installations and file writes. You'll have fewer interruptions if you keep project and model folders outside active syncing.

Transcription finds no speech

If the app finds no speech, it may not be able to hear the words, or your source language or model may be wrong. If your file has no audio track, you'll need one that does.

1. Check that the video contains audible speech.
2. Choose the spoken source language.
3. If that language is unsupported, choose another model.
4. If music covers speech, turn on source separation before transcribing.
5. Try transcription again.

If you choose an English-only model, it can't transcribe another language. A language error can also mean your model can't detect the language automatically.

Free disk space

You'll need space to download and unpack models. When you export, you'll also need room for a temporary full copy of the video as well as the final file.

1. In “AI Providers”, open “Manage Models”.
2. Delete models you no longer use.
3. If old projects are unnecessary, delete them.
4. If another drive has more room, change “Path to AI Models” in Settings.

If you delete a project, you also remove its generated voices. Changing the models folder doesn't move or delete old downloads; “Your downloaded AI models stayed in the old folder” means those files still take up space there.

Reduce memory use or slowness

While a large local model is running, it uses memory and processor power that can slow down your other work. A smaller Fast or Light model puts less load on your computer.

1. If memory is short, close other applications.
2. Choose a smaller model.
3. If source separation stopped, try it again after freeing memory.
4. If the local AI engine still fails, restart the app.

A memory error can tell you which model needs more memory and how much is needed and available. You can't set a processor or memory limit in the app.

Graphics acceleration can help your downloaded translation models, but not the other processing steps. On-device models explains how this differs on Windows and Mac.

Resume or fix a download

If you stop a download, you can continue from the portion already saved. If the download is damaged, the app discards it and you'll need to download it again.

1. To continue a stopped download, choose “Download” again.
2. If the server denied it, try later or choose another model in “Manage Models”.
3. If the download is no longer available, choose another model.
4. If the file could not be used, download it again.
5. If another translation model is downloading, wait for it or cancel it where it started.

You can download only one local translation model at a time.

Fix a provider connection

If you see a rate-limit error, your provider is restricting requests. If a request times out, its reply didn't arrive in time.

1. If rate-limited, wait before trying again.
2. If a request timed out, check your connection before retrying.
3. If a certificate is untrusted, ask IT about proxy or antivirus inspection.
4. For your own server, check that it is running at the configured address and port.

You may also see a certificate error with your own local server if its security certificate isn't trusted. Providers and API keys helps with keys and credentials.

Your connected assistant must never automatically repeat paid processing after a failure. Checking the job before you request another run helps you avoid paying for work twice.

Fix translation, voices or export

If words or translations are wrong, Editing and translation explains how to correct them. For a missing or unsuitable voice, Voices and speakers helps you choose one that works.

If an Apple provider won't run, Apple features explains its system and language requirements. If you can't save the finished video, Export and audio tracks covers the checks and sound settings.

Send a bug report

You can send the error and recent app log to support through the feedback form. You don't have to give your name or email, but an email address lets support reply.

1. Choose “Send feedback to support” in the title bar.
2. Describe what happened and when.
3. If you want a reply, enter your email.
4. If you want to include recent logs, keep “Attach app log automatically” ticked.
5. If useful, attach a screenshot.
6. Review what you will send.
7. Tick the confirmation.
8. Choose “Send Feedback”.

If you include automatic logs, you send the last 500 anonymized entries. You can attach up to three files of 5 MB each; they go unchanged, so review them before sending. Privacy and data explains what feedback includes.

You can also open the same form with “Send Feedback” in an error dialog. The app doesn't have a separate log viewer or log export.

If feedback won't send, you can email ai.video.translators@gmail.com with your app version and roughly when the problem happened. You'll find the version in “Settings”, under “About App”.

Technical details

The app bundles FFmpeg for video processing on both platforms. On Windows, launch errors tell you whether security blocked it, packaged files are missing or damaged, or it failed to launch for another reason.

If decoding fails, convert the file to MP4 with H.264 video and AAC audio. The diagnostic names the codec the app can't read; some WMV audio uses wmav2.

Provider failures use stable codes, so you can identify them by insufficientDiskSpace, insufficientMemory, storageUnreachable, nativeEngineFailed, sourceSeparationStopped, badCertificate, rateLimitExceeded, connectionFailed, connectionTimeout and audioInvalid.

Corporate HTTPS inspection or a self-signed local-server certificate can cause badCertificate. In a localized memory message, the app fills in the model name and required and available MB; you don't enter those template values yourself.