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Render Troubleshooting FAQ: Stuck Jobs, Credits, Uploads and Exports

Fix stuck or failed Klip Kanvas renders — what to wait for, what gets credits back, upload rejections, audio issues, export errors, browser problems and how to get support.

Updated 2026-04-0513 min read
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Most render issues are queue, uploads, or a brief the engine cannot finish — not a lost project. This hub covers stuck and failed jobs, credits on failure, uploads, audio, exports, and how to get support without burning the batch.

01

Stuck or Slow Renders

1.How long should a normal render take?

A typical 30-second ad at 1080p finishes in 3–5 minutes. Longer cuts, 4K on premium, busy queues and first-time custom avatars run longer. Under 10 minutes from a simple project to a first file is normal on a quiet plan. Ten extra minutes at peak is annoying and not yet a failure. Forty minutes on a 15-second 1080p job with no progress is stuck. Check the queue position before you cancel. Re-submitting the same job three times makes a crowd, not a shortcut.

#Stuck or Slow Renders

2.The progress bar has not moved. What should I do?

Wait through the typical 3–5 minute window, refresh once, and check whether other jobs in the workspace are completing. If they are, you are in a queue, not a crash. If nothing in the workspace has moved for well beyond that window, cancel the stuck job and retry once. Do not refresh-spam the tab; that does not promote you. Priority rendering on higher tiers is the actual shortcut for deadline days. Check /pricing if slow queues are the weekly pattern rather than a spike.

#Stuck or Slow Renders

3.Why are renders slower than yesterday?

Load. Launch days, Monday mornings, and pre-holiday bursts fill the farm. Your project did not suddenly get heavier unless you switched to 4K, lengthened the cut, or added a custom avatar. Workspace-wide 50-ad dumps will also delay your own one-off jobs. Split batches, avoid 4K by default, and start the queue earlier than the media deadline. Speed is plan-gated at the priority-queue layer, not at the “can I render at all” layer. Free and entry tiers are not a private farm.

#Stuck or Slow Renders

4.Can I speed up a single urgent job?

On tiers with priority rendering, yes — that job jumps the ordinary queue. On other tiers, the honest levers are shorter length, 1080p not 4K, and not sitting behind your own 40-ad batch. There is no hidden turbo button in the editor. Killing and re-queuing an in-flight job usually makes it slower. If urgency is weekly, that is a plan question, not a troubleshooting question. We will not pretend a free 50-credit account can preempt a paid farm at peak.

#Stuck or Slow Renders
02

Failed Renders

5.What does a failed render look like versus a stuck one?

A failure returns an error state and stops. Stuck is eternal “processing” with no error. Failures are the ones you can retry or send to support with an ID. Stuck jobs need a cancel if they have sat well past the 3–5 minute norm. Read the error: it usually points at an asset, a duration limit, or a capacity blip. “Unknown” plus an ID is still useful — that ID is what support can grep. Do not start a new project as a first reaction; you will lose the brief that failed.

#Failed Renders

6.What are the most common reasons a render fails?

Corrupt or unsupported uploads, a scene with no usable audio path, a custom avatar still in review, a duration the plan cannot export, and transient capacity errors. Scripts that ask for impossible stage directions — full-body dance, fine hand assembly — more often succeed as ugly video than as a hard fail, which is a quality issue, not a render issue. If the same project fails twice with a capacity error, wait and retry once; if it fails twice with an asset error, fix the asset. Repeating a known-bad file is how people burn an afternoon.

#Failed Renders

7.The render succeeded but the video is a black frame or a freeze.

Treat it as a failed output even if the UI said done. Do not upload it to ads manager. Re-render once; if the freeze repeats on the same scene, replace the B-roll on that beat — a corrupt clip can encode as a still. If only one scene freezes, that scene’s asset is the suspect. If the whole timeline is black, the export step failed and support wants the job ID. Credits on a clearly broken output should not stay consumed; see the failure policy below rather than quietly eating it.

#Failed Renders#Credits on Failure

8.Can a too-long script cause a fail?

It can cause a trim, a rushed delivery, or a duration that no longer matches your intended 15–60 second sweet spot, and on some plan limits it can fail an export. The engine will not always refuse a 90-second monologue; sometimes it will give you a bad ad. Keep paid social in the 15–60 second band and save longer cuts for organic, up to about 3 minutes. If you need a 3-minute piece, do not be surprised if it queues longer and if QA finds more drift. Length is a product choice with cost.

#Failed Renders
03

Credits on Failure

9.Do I get credits back if a render fails?

Yes when the job errors on our side or never produces a usable file. You should see the balance restored without filing a ticket for ordinary failures. Credits are not refunded because you dislike the take, because you cancelled after the job was already encoding, or because you generated a script you later decided not to use. That distinction matters at batch scale. If a failure did not reverse after a few minutes, send the job ID to support rather than rendering six more copies as a test.

#Credits on Failure

10.I cancelled a job. Were credits spent?

If it was still queued and had not started encoding, they should not have been. If it was already rendering, treat them as spent unless the file never landed. Cancel the unstarted tail of a bad batch immediately — that is the cheapest fix in bulk workflows. Do not cancel in-flight jobs as a fidget; you may pay for a file you will never download. The UI state on the job is the source of truth, not memory of which button you hit. If the balance looks wrong, support needs the job ID and a timestamp, not a screenshot of the marketing site.

#Credits on Failure

11.The output is technically fine but unusable. Can I get credits back?

Not as a taste refund. A completed 1080p file with a face you no longer like, a hook that does not convert, or a garment that cannot drape — those are creative limits, and they consumed render. QA the script, the assets and a sample cut before you multiply. We will not reverse a 40-ad batch because the angle was wrong. If the file is corrupt, silent, or stuck on a black frame, that is a failure, not taste. Say which of those you have when you write to support. Precision gets you a faster yes or no.

#Credits on Failure
04

Upload Problems

12.Why was my upload rejected?

HEIC straight from iPhone is the most common. Convert to JPG. Other regulars: files that are huge because they were never trimmed, codecs a browser cannot read, zero-byte transfers, and stills that are actually HTML error pages saved as PNG. Use MP4 or MOV for video, JPG, PNG or WebP for stills. Trim a 4-minute clip to the 4 seconds you will use. Vertical is kinder for 9:16. An upload rejection does not spend render credits. Fix the file; do not keep retrying the same HEIC.

#Upload Problems

13.The upload bar hangs at 99%.

Usually a flaky connection or a file bigger than it needed to be, not a render bug. Retry on a stable network, compress, or split the clip. Browser extensions that rewrite requests interfere more than people think — try a private window. Do not close the tab at 99% and assume it finished; check the asset panel. If a specific file never completes and a smaller one does, the file is the problem. We cannot repair a corrupt source. Re-export it from the camera roll and try once more.

#Upload Problems

14.Can I upload from Dropbox, Drive or a DAM?

Download first, then upload the actual media file. Sharing-page URLs and HTML wrappers are a classic “image” that will not decode. Some DAMs serve expired signed URLs that work in the browser and fail in the job. If Shopify imported placeholders, that is the same class of problem: the URL was not the media. The asset panel has to hold a real clip. We are not a cloud-to-cloud sync. Manual is slower and much more reliable when the DAM is fussy.

#Upload Problems

15.An uploaded clip plays in the editor but fails at render.

The editor can preview a codec the encoder will not finish, or the file has a bad last keyframe. Re-export to H.264 MP4, 1080p, a sane bitrate, and replace the asset. Variable-frame-rate screen recordings from some OS tools are frequent offenders for SaaS ads. If only one scene fails, you have found the clip. Replace it rather than sending the whole project to support. A clean MP4 is the troubleshooting step that ends most of these tickets.

#Upload Problems#Failed Renders
05

Audio Issues

16.The voiceover is missing, quiet, or clipped.

Check whether the scene has a voice assigned, whether music is ducked, and whether you muted a track in the editor. Clipping often comes from a delivery style that is too “excited” on a dense script; shorten sentences under 15 words and re-render that scene. Missing audio on an otherwise complete file is a failed output — do not ship it. Headphones help; laptop speakers hide ducking problems. If only one language localise is silent, retry that language once, then send the job ID. Do not “fix” it by adding a second full-volume music bed.

#Audio Issues

17.Lip-sync and audio do not match. Is that a render failure?

Not always. Drift on a long unbroken take is a known quality limit, not necessarily a crashed job. Cut talking-head scenes shorter, avoid clause-heavy lines, and see /knowledge-base/en/faq/lip-sync-and-avatar-quality-faq. If the entire voice is offset by a second from the first frame, that is an export/audio mux problem — re-render once, then ticket it with the ID. If only wide smiles look off, that is artefact territory. Shipping a one-second offset is how comments start. Catch it in QA, not in ads manager.

#Audio Issues

18.Music or SFX drowned the voice.

Lower the bed; do not shout the script. UGC that sounds like a nightclub will get muted on some placements and skipped on others. We include licensable beds; trending commercial tracks are still not yours to put in paid ads. If a mix sounded fine in the editor and came out crushed, try a re-export before rewriting. Check you are not hearing a browser tab at 50% plus system-wide compression. Mix QA on a phone speaker, because that is the device. If the voice is intelligibility-poor there, the ad is poor.

#Audio Issues

19.Can I replace only the audio without a full re-render?

Small caption and mix tweaks may not need a new generation; a new performance, language, or lip-sync pass does. When in doubt, assume a new render and budget the credits. There is no reliable “swap the wav under a finished mouth” path that keeps sync. Localisation is a new render by design. Do not try to overdub in another editor and upload to ads manager as if it were still our file with a guaranteed sync — you can, technically, and you then own the drift. Cheaper to re-render the scene.

#Audio Issues
06

Export Errors

20.The export download fails or the file will not play.

Retry the download once on a stable connection. If the file is tiny, it is not the video — do not upload it. If it will not play in QuickTime or VLC, the export did not finish; re-export rather than transcoding a broken source. Browser-preview ≠ file. Check you asked for 9:16, 1:1 or 16:9 at 1080p, or 4K on a premium plan that actually includes it. A 4K export on a plan without 4K will error rather than silently downscale. That error is a plan limit, not a bug. Check /pricing.

#Export Errors

21.Ads manager rejects the file for spec.

Check duration, aspect, codec and file size against that placement, not against our happy path. We export 9:16, 1:1 and 16:9 at 1080p, which covers Meta, TikTok, Reels and Shorts in ordinary use. Rejection often comes from a too-long organic cut, a 4K file a placement will not take, or captions that violate a policy, not from the pixel dimensions. Re-export the ratio they asked for. Do not stretch 9:16 into 16:9 in a third-party tool and then blame the encoder. Use the matching export.

#Export Errors

22.Watermarks, colour shifts or extra black bars appeared on export.

Watermarks depend on plan and on whether you exported a preview. If a paid export still has a watermark, that is a ticket with the job ID, not a branding choice you missed. Colour shifts often come from a browser preview in one colour space and a file in another — judge the downloaded file on a phone. Black bars mean the source mix of ratios was forced into a frame; crop in the editor and export the ratio you actually want. Do not letterbox a 9:16 ad “to be safe”. Feeds crop it again.

#Export Errors

23.Re-exporting the same project produced a different-looking file.

If you changed nothing, it should not look like a new take. If you changed a scene, only that scene should change, and it will consume credits again. Non-deterministic “the smile moved” on a full re-render can happen at the quality layer; it is not a corrupt export. For legal or brand-lock reasons, keep the file you approved rather than re-rendering for fun. If you need pixel-identical output, do not re-render — re-download. That is a real limit of generative video, and it is why QA should sit on a named master.

#Export Errors
07

Getting Support

24.What should I send to support so this is fast?

Job ID, UTC time, plan, browser, a one-line expected vs actual, and whether credits reversed. Do not send a 20-ad ZIP as the first message. Do not send a marketing-site screenshot. If it is an upload, send the file type and size. If it is audio, say whether preview was already wrong. One issue per ticket. We cannot see your ads-manager rejection without the spec they cited. Polite and specific gets a better first reply than “your AI is broken” plus five unrelated projects.

#Getting Support

25.Can support rush a stuck batch before a launch?

They can look at a stuck or failed job; they cannot promise to empty a global queue because your sale starts at midnight. Priority rendering is the productised rush, and it is plan-gated. Write before the deadline, not during it. If the launch depends on 80 un-QAd files still encoding, the process failed yesterday. Support is not a second farm. We will be honest when the answer is “wait or upgrade”. Check /pricing rather than bargaining in the ticket for a one-off turbo that does not exist.

#Getting Support

26.The editor will not load. Is that a render problem?

Usually a browser problem: an old tab, a blocker, an unsupported browser, or a full disk. Try a current Chrome or Edge window with extensions off, another network, and a hard refresh. If the rest of the app loads and only one project does not, send that project ID. If nothing loads, status plus a ticket is the path — not kicking 12 new renders from a phone as a test. Local software issues are a limit we cannot SSH into. Tell us the browser and OS; “it doesn’t work” is not a stack trace.

#Getting Support

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