Troubleshooting common errors
Quick fixes for the errors users hit most often. If none of these solve it, contact us with a screen recording or screenshots.
| What you see | Likely cause | Fix |
|---|---|---|
| 403 error at upload | Video exceeds your plan’s duration limit | Trim the file or contact us about your plan limits |
| 400 Bad Request / Failed Processing | Corrupted or incomplete file | Re-export or use another version of the file, see Uploading & Indexing |
| Downloaded MP4 won’t open in QuickTime | Missing AAC audio codec | Update QuickTime or use VLC / IINA, see Downloading |
| File missing under “Select Content” in Search | Not indexed for that search type | Re-process the file with the right indexing (e.g., Speech), see Video Search Basics |
| Batch download fails or stalls | Too many individual downloads at once | Save clips to a Collection and download it as a batch, see Downloading |
| Slow loading / playback | Connection below minimum | You need 50 Mbps down / 20 Mbps up, see System requirements |
Reporting a bug
To diagnose quickly, we ideally need a video screen recording (or at least screenshots) plus a step-by-step description of what you were attempting, send it to [hello@imaginario.ai](mailto:hello@imaginario.ai).
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Still stuck? Contact support and our team will reply within one business day.