📥 Importing footage

Import troubleshooting

What to check when an import seems stuck, errors out, or lands incomplete.

In order of likelihood:

1. It's still processing. Transcription + logging take a few minutes per hour of footage. The placeholder card shows live status; closing the tab is fine.
2. Descriptions/thumbnails trailing in? Normal — cards land first, B-roll logging catches up in the background. The Logging page shows progress.
3. A file errored. Some files legitimately fail (unsupported codec, zero-byte upload, DRM). The card reports the reason per file; the rest of the batch continues.
4. "Imported without a transcript"? Not an error — footage with no clear speech still imports as B-roll. See footage without speech.
5. Genuinely wedged (no movement for 30+ minutes). Our monitoring usually catches this before you do — failures page the team automatically. Re-running the import is safe (no double-charge), and tell us if it repeats.

Also worth checking: video won't play covers playback issues that look like import problems but aren't.