Troubleshooting

Check the error message on the status page — it often indicates the cause (corrupt file, unsupported encoding, audio issues). If the file looks valid, try re-uploading. Make sure the file is a valid MP4 and under 4 GB. If processing keeps failing, contact support with the recording date and any error text you see.

If the upload fails immediately, check that: • Your file is an MP4 (not MOV, AVI, or MKV) • The file is under 4 GB • Your internet connection is stable Large files can take several minutes to upload. Don't navigate away while the upload progress bar is running.

Scores are only available after processing completes successfully. If the status shows "completed" but no scores appear, try refreshing the page. If the problem persists, contact support.

Processing normally finishes within 20 minutes. If the status has shown "running" for over 30 minutes without progress updates, the job may have stalled. Contact support with your recording date and we'll investigate.

If scores seem unusually low or inconsistent with your delivery, a few things may have happened: • Audio quality affected speech analysis • Camera angle limited motion tracking accuracy • A specific metric was inferred rather than measured Check the confidence levels in the score breakdown for each dimension. Low-confidence scores are marked as directional estimates, not definitive measurements.

Avatar video generation can take up to 10 minutes after the coaching summary is ready. If it shows "failed," try generating a new coaching summary first, then retry the avatar. If the problem repeats, contact support.

If none of these solutions work, contact support. Include your recording date, a description of what you expected, and what actually happened. We'll get back to you as soon as we can.